FAQ

 

PRODUCT DETAILS

 

What are the product specifications?
Most of the prints featured in our collections are exclusive hand-drawn prints by John Malkovich. The essential characteristics of each item are included in the corresponding product description.

Please note that products may vary in color from how they appear in website photography.

You can contact customerassistance@johnmalkovich.com for any product specific questions. Our customer service team is at your disposal, Monday to Friday (except holidays).

 

How do I select my size?
You can access the sizing guide on each product page by clicking on "sizing chart". You can also access it here: Sizing Chart.

 

Do you have special care instructions?
As with any fine fabrics, always handle your John Malkovich products with care. We recommend dry cleaning for all pieces.

 

What if a product I am interested in is unavailable?
We encourage you to return to our online store at a later date to check an item’s availability, or contact customerassistance@johnmalkovich.com.

 

What should I do if my product is defective?
Please contact our customer service team immediately at customerassistance@johnmalkovich.com and indicate precisely the identified defect(s), preferably accompanied by pictures. Upon receipt of your email, our quality department will conduct an assessment and contact you.

Please note that any items already worn will not be refunded.

 

Are products available in any stores?
Yes. Go to the "Stockist" page to find your nearest retailer. Please note that not all products are available in stores and prices may vary. Please contact the store directly for specific product inquiries.


 

ORDER FULFILLMENT

 

How do I know if my order was processed?
Once your order is finalized, you will receive a confirmation email. If you cannot find it in your inbox or spam folder, please email customerassistance@johnmalkovich.com. Our customer service team is available Monday to Friday (except holidays). 

 

How do I modify my order?
The modification of an order is only possible if the order has not been prepared or shipped from our warehouse.

For any modification requests, please contact customerassistance@johnmalkovich.com with your order number. Our customer service team is available Monday to Friday (except holidays).

 

How do I cancel my order?
Contact customerassistance@johnmalkovich.com and state your order number in the email.

The cancellation of an order is only possible if the order has not been shipped from our warehouse.

In certain cases (unavailable product, payment error, wrong address) your order can be partially or completely canceled by our system. You will then be refunded for the cancelled items.

 

How do I apply a promotional code to a purchase?
Type it in the dedicated space in your shopping cart. Once your cart is validated, the promotional code will automatically be applied to your order.

 

PAYMENT PROCESSING

 

How is my payment secured?
johnmalkovich.com guarantees total security of your online purchase. The website uses a secure payment system of first order financial entities in e-commerce. Your confidential payment data is directly transmitted and encrypted (SSL) to the financial entity. This is the most advanced and safe online technology for customers.

 

What are the accepted payment methods?
We accept MasterCard, Visa, American Express, Apple Pay and PayPal.

 

I am facing technical issues with the shopping cart or the payment processor
Please contact our Webmaster, available Monday to Friday (except holidays), at webmaster@johnmalkovich.com.

 

SHIPPING & TRACKING

 

What are the available shipping areas?
We currently deliver to all the countries of the European Union and to the United States, excluding Alaska, Puerto Rico, Hawaii, and the Virgin Islands.

What is your shipping policy?
DELIVERIES TO THE US
All deliveries to the US are made from FRANCE via UPS EXPRESS SAVER, and ship within 2 to 7 business days (except if there is a special notification on the product information), provided payment was received as described in the “Payment” section of our Terms of Sales.

You will be charged a $30 flat rate on your order, which will be added to the total price of purchased products. All taxes and import duties are included.

DELIVERIES TO FRANCE
Deliveries to France are made from FRANCE via CHRONOPOST FRANCE, and ship within 2 to 7 business days (except if there is a special notification on the product information), provided payment was received as described in the “Payment” section of our Terms of Sales.

You will be charged a $10 flat rate on your order, which will be added to the total price of purchased products. Prices are VAT included.

DELIVERIES TO THE EU
Deliveries to the EU are made from FRANCE via UPS STANDARD or CHRONOPOST EUROPE, and ship within 2 to 7 business days (except if there is a special notification on the product information), provided payment was received as described in the “Payment” section of our Terms of Sales.

You will be charged a $15 flat rate on your order, which will be added to the total price of purchased products. Prices are VAT included.

 

How can I track the delivery of my order?
Once your order is shipped, you will receive an email confirmation that includes your tracking number. If you cannot find the confirmation email, please email customerassistance@johnmalkovich.com. Our customer service team is available Monday to Friday (except holidays). On the selected carrier website, please enter your tracking number to find the current status of your delivery.

 

RETURNS, EXCHANGES & REFUNDS

 

What is your return and exchange policy?
After the receipt date of your order, you have 15 calendar days (which include Saturdays, Sundays and holidays) to return item(s) for an exchange, or a partial or full refund of your order (excluding shipping fees). 

Exchanges can only be made for products in stock. The total value of replacement products must be less than or equal to the total amount of returned products.

The replacement order will be shipped within two weeks following the receipt of returned products. Once your replacement order is shipped, you will receive a confirmation email with a tracking number.

All items purchased on sale are final sale and cannot be returned or exchanged. If we receive a returned sale or final sale item, the package will be returned to you and you will be notified via email. No refund will be issued.
 

How do I return my order?
Product(s) must be returned with the return form that you will need to request by contacting: customerassistance@johnmalkovich.com.

Items must be returned in their original condition, labeled and complete with all accessories. Products that are received incomplete, damaged, worn, soiled or washed will not be accepted, and will be returned to the buyer at their own expense.

If you received bonus products as a gift with an order, be sure to include the bonus products in your return package.

A return that does not meet these requirements will not be refunded.

 

What is the refund timing?
It is your responsibility to track the delivery of your returned products to us. Please be sure to use a traceable and secure method of shipment for proof of delivery, should it be needed.

FOR RETURNS FROM THE US
All returns (this includes cases in which you want to exchange something) must be shipped to the address in the USA mentioned on the return form that you will need to request by emailing: customerassistance@johnmalkovich.com.

FOR RETURNS FROM THE EU
All returns (this includes cases in which you want to exchange something) must be shipped to the address in FRANCE mentioned on the return form that you will need to request by emailing: customerassistance@johnmalkovich.com.

Returned item(s) will be refunded within a maximum of 14 days from their receipt by johnmalkovich.com. An email will be sent to confirm the reception of your parcel and its partial or full refund.

 

Who is responsible for return and exchange shipping fees?
Customers are responsible. However, in the case of exchanges, we will cover shipping costs for replacement product(s) delivered from FRANCE.

In the event that johnmalkovich.com made a mistake when processing your order, we will be responsible for shipping fees. 

 

Are the shipping fees refunded on returns?
No.

 

Can I return a purchase I made on johnmalkovich.com to a third party retailer that carries the John Malkovich brand?
No, and the opposite is true. I.e., products purchased at brick and mortar stores, other shops, or e-commerce retailers that carry John Malkovich products cannot be returned to johnmalkovich.com.

 

What if products have been damaged during shipping?
Please contact customerassistance@johnmalkovich.com immediately with a detailed explanation of the damages. Remember to include your order number and contact information in the email.

 

How do I return a gift order?
Follow the return conditions indicated above and the order will be refunded to the purchaser’s account.

 

NEWSLETTER

 

How do I subscribe to your newsletter?
Enter your email address in the John Malkovich newsletter subscription section at the footer of our website.

 

How do I unsubscribe from your newsletter?
Click the unsubscribe link in one of our newsletter emails. Please note that unsubscribing may take up to 7 days to take effect.

 

CUSTOMER ASSISTANCE

 

How do I contact customer service?
If you need assistance or information, or have any other query related to your order, delivery or return, email customerassistance@johnmalkovich.com. Our customer service team is available Monday to Friday (except holidays).

 

OTHER REQUESTS

 

Commercial partnerships
Please email commercial@johnmalkovich.com

 

Press
Please email press@johnmalkovich.com.

 

Bloggers
We are always looking for bloggers who share our passion for fashion. If you’re interested in the John Malkovich brand, do not hesitate to contact us at press@johnmalkovich.com.