Frequenly asked questions

Frequently Asked Questions about MALAM

Sizing, made-to-measure pieces, personalisation, making times, delivery and garment care: here you’ll find answers to the most common questions about MALAM creations and how they are made. If you can’t find yours, you can always contact me.

Contents

Designs, sizing, made to measure and personalisation

How do I choose my size?

Measurements for each size are given on product pages whenever available. As cuts and fabrics vary from one design to another, it is best to use the measurements given for the individual garment rather than relying only on your usual size.

If you are between sizes or unsure which to choose, feel free to contact me before ordering.

I don’t fit a standard size. Can I still order a MALAM garment?

Yes. Many MALAM designs can be made to your measurements.

When this option is available on the product page, simply provide the measurements requested when placing your order. The garment will then be made especially for you.

If you have a particular request or are unsure how to take your measurements, contact me before ordering.

I love a design, but it isn’t offered in my size. Can you make it for me?

It depends on the design and, above all, on whether the materials are still available. Some pieces can be made in another size, while others are genuine one-off pieces made from fabrics that are no longer available.

If your size is not listed on the product page, contact me and I’ll let you know whether the design can be made for you.

I love a one-off piece, but it isn’t my size. Can it be altered?

Possibly! Some one-off pieces can be adapted to another size and others cannot. It depends on the cut, construction and alterations required.

If you have fallen for a piece that is not your size, contact me with your measurements and I can tell you whether an alteration is possible.

What is the difference between “made to measure” and “personalised”?

A made-to-measure piece is made especially for you using your measurements while keeping the original MALAM design.

A personalised piece gives you more choices: depending on the design, you may be able to select from different fabrics, colours or options to create your own version.

Some designs can, of course, be both personalised and made to your measurements.

Can I choose a different fabric or colour?

Yes, for designs offered with personalisation options.

The available fabrics, colours and options are shown on the product page. As I often work with small quantities of fabric, some choices may disappear and new ones may be added over time.

If you have spotted a MALAM fabric that is not listed for the design you want, you can always ask whether the two can be combined.

Can I request a change to the design?

Often, yes. A different length, longer sleeves or a change to a detail may be possible depending on the garment.

Please contact me before ordering so I can confirm whether the alteration is possible, how it affects the making time and whether there is an additional charge.

Once a piece is changed specifically at your request, it becomes a personalised item and different return conditions apply from those for a standard piece.

Can you make a completely new garment from my idea?

No. I do not create entirely new designs to order. MALAM made-to-measure and personalised garments are always based on my own designs.

Depending on the piece, measurements, fabrics, colours and certain details can be adapted.

Can I supply my own fabric?

Exceptionally, yes, but only by prior agreement.

I need to see the fabric first to make sure it is suitable for the design. Fibre, width, available yardage, pattern direction, pattern matching and print quality can all make a garment difficult or sometimes impossible to make.

Supplying your own fabric does not reduce the price of the garment. The making price remains the same as when MALAM supplies the fabric. An additional charge may also apply if the fabric requires extra preparation or work.

Please do not send any fabric before contacting me and receiving my agreement.

Can you source a particular fabric for my order?

No. Personalised MALAM pieces are made using the fabrics offered by MALAM. I do not search for or purchase a specific fabric especially for an individual order.

If you would exceptionally like to provide your own fabric, contact me before ordering so I can check whether it is suitable for the design.

Are MALAM clothes really made in France?

Yes. All MALAM creations are made in France.

I design the garments and make most of them in my workshop in La Charité-sur-Loire, Burgundy. Occasionally, a garment or part of the sewing may be entrusted to an independent seamstress I work with locally.

Production is based on one-off pieces, small runs and made-to-order garments.

Ordering and payment

How do I place an order?

Add the pieces you want to your basket and follow the checkout steps.

For made-to-order, made-to-measure or personalised designs, make sure you complete the options and information requested on the product page before confirming your order.

If you have a question about sizing, personalisation or a particular alteration, please contact me before ordering.

Which payment methods do you accept?

The payment methods available are displayed at checkout and may vary depending on your country.

Bank card and PayPal are among the methods available online, and additional local payment methods may be offered depending on your location.

MALAM also accepts bank transfer, French bank cheque and CADHOC gift vouchers. If you would like to use one of these methods and it is not offered directly at checkout, contact me for details.

Can I pay in instalments?

Where PayPal offers this option for your order, you may be able to select PayPal Pay in 4 when paying.

Availability and eligibility are determined by PayPal.

Is online payment secure?

Yes. Online payments are processed by the payment providers available through the shop. MALAM does not have access to your full bank card details.

Can I order without using the website?

Online orders are normally placed directly through the shop so that the design, size, selected options, delivery address and payment are recorded correctly.

If you have a particular request that needs to be discussed first, contact me before ordering and I will let you know how to proceed.

Can I change my order after placing it?

Contact me as quickly as possible.

If preparation or making has not yet begun, some changes may still be possible. Once a piece has been cut, personalised or started, however, it may no longer be possible to change the order.

Can I cancel my order?

That depends on the type of piece ordered and how far the order has progressed.

For an in-stock item, contact me as soon as possible if you wish to cancel before dispatch.

For a made-to-order, made-to-measure or personalised piece, the applicable cancellation and withdrawal rules depend on whether the item has been made to your specifications. Please see the return information below and the Terms and Conditions of Sale for full details.

Making times and delivery

How long does it take to make an item?

Making time depends on the design and the options selected. For pieces made to order, the estimated making time is shown directly on the product page.

If different making-time options are offered, select the one that suits you when ordering.

Items marked in stock are already made and therefore do not require making time.

What is the difference between making time and delivery time?

Making time is the time needed to make your order in the workshop.

Transit time begins once the finished parcel has been dispatched.

For example, a making time of approximately 15 working days does not mean that your parcel will arrive exactly 15 working days after you order. The carrier’s transit time must then be added.

Are making times given in working days?

Yes. Making times shown in the shop are expressed in working days, so weekends and French public holidays are not included.

They are stated approximately, for example “approximately 4 working days” or “approximately 15 working days”, to reflect the time required to make each piece.

When will my order be dispatched?

In-stock pieces are generally dispatched promptly once payment has been confirmed.

For a made-to-order piece, dispatch takes place once the garment has been completed within the timeframe applicable to your order.

You will receive confirmation when your parcel has been dispatched.

How can I track my order?

When your order is dispatched, any available tracking information will be sent to you so that you can follow the parcel’s progress.

If the agreed making timeframe has passed and you have not received an update, you are of course welcome to contact me.

How long does delivery take?

Transit times depend on the destination and delivery method selected.

Any carrier transit time shown at checkout is separate from the making time required for a made-to-order garment.

MALAM remains responsible for the proper performance of the order in accordance with applicable consumer law. If a parcel is significantly delayed, lost or arrives damaged, please contact me so I can deal with the carrier and arrange the appropriate solution.

I need my order by a specific date. Is that possible?

If you need a piece for a particular date, check the making time shown on the product page before ordering.

Some designs may offer an express making option. If not, or if your deadline is close, contact me before placing the order so I can confirm whether the date can be accepted. Adding a requested date to an order comment does not by itself make that date an agreed deadline.

Do you ship internationally?

Yes, MALAM ships to many countries.

The destinations currently available, together with the delivery methods and prices offered for your address, are displayed during checkout.

If your country is not offered at checkout, delivery to that destination is not currently available through the shop.

How much is delivery?

Delivery charges depend on the destination, the contents of the order and the available delivery methods. The amount is calculated during checkout.

For mainland France, standard delivery is free when three or more MALAM pieces are ordered. Until a delivery address has been entered, the shop cannot identify the destination as mainland France, so delivery charges may temporarily appear in your basket. They will be recalculated once the address is provided.

For other destinations, reduced delivery charges may also be available when three or more pieces are ordered. Where an offer applies, its conditions are shown in the basket or during checkout.

Will I have to pay customs duties or import taxes?

For deliveries outside the European Union, customs duties, import taxes or customs clearance charges may apply depending on the destination.

Unless explicitly stated otherwise at checkout, these charges are not included in the order price or delivery charge and may be collected from the recipient by the relevant authorities or operator. As they are set by third parties, MALAM cannot know their amount in advance.

Can I have my order delivered to a different address?

Yes. You can enter a delivery address that is different from your billing address during checkout.

Can I collect my order from the workshop boutique?

Yes, when collection from the workshop boutique is offered for your order. You can collect your purchase during opening hours or according to arrangements agreed with me.

Returns, exchanges and withdrawal

Can I return an item ordered from the shop?

Yes, where the statutory right of withdrawal applies, you have 14 days from receipt of the order to notify MALAM that you wish to withdraw.

You may inspect and try the item as you would reasonably do in a shop. You may, however, be responsible for any reduction in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and functioning.

Full return and refund terms are set out in the Terms and Conditions of Sale.

Can I return a made-to-order garment if I simply chose a standard size?

Yes. If a MALAM design is simply made in one of the standard sizes offered, with no specific alteration or personalisation requested by you, MALAM treats it as a non-personalised item for withdrawal purposes.

For example, if a design shown in size 38 is also offered to order in size 36 and you simply order the size 36, that alone is not treated as personalisation.

Can I return a made-to-measure or personalised piece?

Items made to your specifications or clearly personalised are excluded from the statutory right of withdrawal under French consumer law.

This includes, for example, a piece made specifically to your measurements, in a fabric, colour or combination of materials you selected for it, or with a requested change to the length, sleeves, cut or another detail.

MALAM nevertheless voluntarily accepts return requests for these pieces when made within 14 days of receipt. Once the return has been agreed and the garment sent back, 70% of the price of the piece is refunded and MALAM retains 30% to reflect its personalised nature and the difficulty of offering it for sale again.

This voluntary policy does not affect your statutory rights if an item is faulty or does not conform to the contract.

If I choose a fabric offered on the product page, is that personalisation?

Yes. If a design is made specifically for you in the fabric, colour or combination of materials you selected from the available options, it is a personalised piece.

This applies even if you did not request any other alteration to the design.

Can I exchange an item for another size?

Please contact me promptly after receiving your order.

If another size is available, an exchange may be possible. If it is not, I can let you know what other options may be available for that design.

For a one-off piece, an alteration may sometimes be possible if its construction allows it.

Do I have to pay return postage?

When exercising the statutory right of withdrawal, direct return postage costs are borne by the customer unless otherwise stated for the order.

If a product is faulty, damaged on arrival or is not the item ordered, please contact me before returning it so that the appropriate arrangements can be made.

My item arrived damaged or there is a problem with it. What should I do?

Contact me as soon as possible with your order number and details of the problem. Photographs can be useful to understand what has happened quickly.

Please contact me before sending the item back so that I can explain the appropriate solution and, where necessary, arrange the return.

My MALAM garment needs a repair. Can you repair it?

If you notice a problem with a recently purchased MALAM piece, contact me so I can look at the situation.

For a garment that has been worn for longer, a repair may sometimes be possible, but it is not automatically free of charge. The price depends on the condition and age of the garment and the work required, and any charge will be explained before the repair is carried out.

Changes caused by altered body measurements, routine care, normal wear and tear and damage through use are not in themselves covered by the statutory guarantees. Those statutory rights remain fully applicable where relevant.

Caring for your MALAM piece

How should I care for my MALAM garment?

MALAM pieces use many different materials, sometimes combined within the same garment. Always follow the care instructions given for your particular piece first.

If in doubt, choose the gentlest suitable care method and feel free to contact me before washing a piece if you are unsure.

Can I machine-wash my MALAM garment?

It depends on the garment and its materials. Some pieces can be machine-washed on a delicate cycle, while others require hand washing or professional cleaning.

Always follow the care instructions for your individual garment rather than applying one general rule to every MALAM creation.

What if I no longer have the care instructions?

Contact me with the name of the design and, if possible, a photograph. I can advise you according to the materials used.

The workshop boutique

Can I try MALAM clothes on in person?

Yes. You can see and try on the pieces available at the MALAM workshop boutique in La Charité-sur-Loire, Burgundy, France.

Opening hours:
Wednesday to Friday: 3 pm–7 pm
Saturday: 2:30 pm–7 pm

Do I need an appointment?

No appointment is needed during normal boutique opening hours.

For a particular request or if you would like to come outside those hours, please contact me in advance to arrange a time.

Can I visit the workshop?

The boutique is located inside my working studio, so when you come in you are indeed entering the place where MALAM collections are designed and made.

It is not, however, a workshop that is open for unrestricted tours while I am working. When the machines are running, some areas simply remain dedicated to production.

Other questions

Do you offer alterations?

I do not offer an alteration service for garments from other brands.

For a MALAM piece, an alteration may sometimes be possible. This depends on the garment and the change required. Contact me and I’ll let you know what can be done and, where applicable, the price before the work is carried out.

Do you sell your sewing patterns?

No. MALAM patterns are used exclusively to make the collections and are not offered for sale.

Do you offer sewing classes or workshops?

No. MALAM does not currently offer sewing classes or courses.

The workshop is entirely dedicated to designing and making the collections.

Can I stock MALAM creations in my shop?

MALAM does not currently offer wholesale or a reseller programme. Pieces are sold directly through the online shop and the workshop boutique in La Charité-sur-Loire.

Do you rent clothing?

No. MALAM creations are available for purchase only.

Do you have sales or discounted pieces?

MALAM collections are not organised around a strict seasonal cycle, so pieces do not automatically go on sale at the end of a season.

Older designs, one-off pieces or garments made from discontinued fabrics may occasionally be offered at a reduced price in the Clearance section.

Are all the designs shown on the website still available?

Not necessarily. MALAM works with one-off pieces, small quantities and limited fabrics, so some older designs can no longer be reproduced exactly.

In some cases, an older design may still be made in another available fabric. If you are interested in a design that is no longer offered in your size or version, contact me and I can tell you what is still possible.