Customer Care


Orders will be shipped via USPS, from our California warehouse, within five business days from receipt of the order, unless otherwise stated. Some shipping delays, such as weather, may be out of our control. If you would like merchandise to be shipped to two or more locations, please place separate orders for each location. Please contact us with any special requests!

*The last day to place a U.S. order for guaranteed arrival before Christmas is December 18th (for regular shipping) and December 20th (for express shipping).

Contact us at with any concerns.

Malena LLC reserves the right to cancel any order due to issues involving merchandise availability.


We want you to love our Malena goods as much as we do. Need help? We know that finding just the right item is important to you. If we can help with style advice or answer questions about any product, please email

All items purchased may be returned to Malena within 15 days of purchase (*winter holiday gift orders may be returned within 15 days of January 1). Please ensure that items are unworn and undamaged. Should you need to return an item, please contact the Malena team at, and we will be in touch within 24 hours with mailing details for our US offices. Refunds are issued in the original form of purchase for all items. You will be refunded within 15 days of our receipt of the product. Your banking institution may take additional time to process and post the transaction to your account once they have received this information. 

For returns, repack the items carefully in the original packing materials. Unfortunately, we cannot refund items damaged in transit to us, so we suggest purchasing additional insurance when shipping items. Please include the original packing slip with your return. If your item was damaged or defective, we will also refund the original shipping cost to you, and provide free return shipping as well.


To exchange an item, simply follow the return process and then place a new order.


Malena takes special care to work with hand-crafted and unique products. While all items are closely quality controlled and our packaging is top-notch, products can be fragile. Should your item/s not arrive in perfect condition, Malena would be happy to exchange your product at no additional cost to you. Please contact us and we will priority-schedule a replacement. Save all cartons, packing materials and your damaged item, and we will help determine the best way to return it when you email us.

For any questions or concerns, please feel free to email us at, and we will get back to you as soon as possible.



Since each product is handmade by an artisan, there could be distinctive variations in color, shape, size, or slight imperfections in every piece. That’s what makes each product a one-of-a-kind treasure just for you.


Hand wash with mild soap and lukewarm water, then towel dry immediately. Avoid prolonged contact with liquids, direct sunlight, and extreme temperatures. Not dishwasher safe. To keep the wood well conditioned and protected, we recommend applying beeswax salve or wood oil every 3-4 weeks.


Our baskets are sturdy, strong, and flexible, made to withstand constant use. If properly cared for, your basket will live a long life. Dust your woven basket on a regular basis, wiping with a damp cloth if necessary. No other cleaning should be necessary. Changes in temperature and humidity may cause your basket to expand and contract, which may make securing the lid difficult at times. Be patient and wait for the weather to change or remove from areas with high humidity (like bathrooms).


Hand wash cold, using mild soap, or dry clean. Do not bleach. Hang dry in the shade and use a warm iron.


Hand wash cold, using mild soap.


We recommend that you remove your jewelry before washing, swimming, sleeping, or exercising. To clean your brass jewelry: Mix lemon and powder detergent (or baking soda) in a bowl of water. Wipe your jewelry with a soft cloth dipped in the mixture to remove any tarnish that may appear.


Your decorative copper product has a clear coat of oven baked lacquer. The life of lacquer is about 6 months in coastal areas, and about 2 years in dry areas. To clean your copper lacquered products, wipe clean with a moist soft cloth. Do not scrub, or use any detergents on them. Copper oxidizes upon exposure to the atmosphere, and the lacquer coating merely slows this process. In time, your copper will begin to darken and to acquire a patina as it ages. This is part of its beauty!


When will I receive my order?

We will ship your order within 5 business days, via USPS. If you chose Express Shipping for U.S. orders, we will ship within 24 hours. Please contact us with any special requests!

Do you ship internationally?

Yes, we ship worldwide! Please contact us at if you don’t see your location listed as a shipping option, and we will accommodate you!

Do you offer expedited shipping?

Yes! You may select Express Shipping with any purchase shipping to the U.S. And please contact us at for any special circumstances, and we will do all that we can to help!

Can I send my purchase as a gift?

Yes! You will see a “Gift Note” option when you add a product to your shopping cart. All of our packages ship lovingly packaged, and you may also add gift wrap to your order by checking the gift wrap box at the bottom of your shopping cart. Please contact us at with any concerns or special circumstances, and we will do all that we can to help!

Do you offer gift certificates?

Yes, grab them here and give the glorious gift of choice!

How will I know when an item I am on a waitlist for becomes available?

You will be notified via the email you used to sign up for the waitlist when your item is back in stock. In some cases, as we work with artisans who hand craft unique goods, an item is truly one of a kind. In this case, we can notify you when the designer comes out with similar beautiful items. As always, email us with any special requests.

Does Malena sell wholesale?

Yes! For Malena Collection wholesale inquiries, please contact

How can I learn more about Malena’s social impact?

Start here.

How did Malena start?

Learn more about who we are and how we started here.

Who is Malena?

“Malena” is the Mapuche (indigenous Chilean) word for “girl.” Learn about our founder’s experience in Chile here.

How can I get involved with Malena?

We would love that! Email us at to get involved.


If you placed an order, you should have received an email with your tracking information. If you signed up for a customer account when you placed your order, you may track your order purchase here. Contact us at with any concerns.