Terms and conditions
UPDATED 09/17/2025
HOW TO BUY
Shopping at Mulaya.com is very simple; you just have to follow these steps:
1. Log in with your account at www.mulaya.com. If you do not have a user account, register with your details.* Your data will be processed in accordance with the General Data Protection Regulation.
2. Choose the items you want from our extensive product catalog and add them to your cart.
3. You can choose to continue shopping or complete your order.
4. Choose a shipping method. Check that you are selecting the desired method.
5. Select a payment method.
6. Complete the order.
7. You will receive a confirmation email. If you do not receive it, please check your spam or junk folder.
Shopping in our online store is completely secure, as data is transmitted using SSL encryption. For payment with Visa and Mastercard, only CES (Secure Electronic Commerce) transactions will be accepted.
After verifying that the card is enrolled in the CES system, the system will contact the issuing bank so that the buyer can authorize the purchase. When the bank confirms the authenticity, the card will be charged. Otherwise, the order will be cancelled.
We accept the following payment methods: Visa, Visa Electron, Mastercard, American Express, Paypal, Apple Pay, and Google Pay.
-Products that have been included in an order but cannot be shipped due to a stock issue or an incident regarding the item(s) will be refunded within the following business hours. The initial order generated will be shipped in full, minus the missing product(s), which will be notified to the customer via email.
-Orders will be prepared within a period of 2 to 5 business days (excluding Saturdays). The shipping cost and estimated delivery time from leaving our logistics warehouse may vary depending on whether the delivery address is in an area with a daily route. For more remote or restricted shipping areas (districts, villages, neighborhoods...), this time may be extended and is always subject to the route and times set by the courier service.
Spain and Portugal (peninsula) delivery in 2-3 business days - €4.95
Balearic Islands: delivery in 3-5 business days - €10.99
Canary Islands: Not available
Rest of Europe (Great Britain*, Germany, and France only): delivery in 6-10 business days - 15.99€
*Shipping duties and taxes will be calculated at destination and paid by the customer.
-Products that cannot be replaced due to stock issues or defects will be refunded, and the rest of the order will be shipped.
-Orders rejected by the customer upon delivery, within the specified shipping period, will be subject to a €5.99 charge for return costs incurred during the process of returning the order to the original warehouse.
-Gift receipts are not issued.
Orders placed through the website do not qualify for TaxFree. This option is only available for purchases made in a physical store.
*To unsubscribe as a user, contact our Customer Service team via our email info@mulaya.com and request to be unsubscribed.
The images, photographs, or graphic representations of the products on the screen are for illustrative purposes only. There may be slight differences in the perception of the final color due to the different configurations, calibrations, and settings of brightness, contrast, and resolution of the viewing devices (computers, tablets, smartphones, or others), which will not be considered a defect and will not give rise to any compensation; without prejudice to the foregoing.
The customer may also exercise their right of withdrawal regulated by applicable law within a period of fourteen (14) calendar days from the formalization of the order.
GENERAL TERMS AND CONDITIONS FOR EXCHANGES AND RETURNS
The maximum period to make any exchange or return is 30 calendar days from the date of shipment.
For orders placed for both in-store pickup and home delivery, the period will begin from the date of shipment. Orders may be picked up within a maximum of 15 business days from their arrival at the store. In the event that it is not picked up, the order will be cancelled, then returned to our logistics warehouse, and the amount paid will be refunded.
The customer is responsible for picking up their order. If the customer cannot go to pick it up, a note is accepted showing a photocopy of the customer's ID, with the corresponding justification reflected regarding the person who is finally picking up the package. In case of an incident, you should contact the email: info@mulaya.com
Home returns have a shipping cost that will be deducted from the total amount to be refunded. The return costs by zone are as follows:
Peninsula (Spain and Portugal): €3.00
Canary and Balearic Islands: Not available.
Rest of Europe (Great Britain, Germany, and France): €15.99
For orders with in-store pickup, returns will only be accepted at Mulaya establishments. Returns made in-store are free of charge.
EXCHANGES
For online orders, exchanges for size or color cannot be requested, unless the garment is defective or does not correspond to the order, in which case it will be exchanged for another item of the same size and color, provided it is available.
If you wish to change a size or color, it is necessary to request a return following the instructions mentioned in the returns section and subsequently place a new order with the new sizes and/or colors.
RETURNS
The easiest way to return an item is at any of our MULAYA stores. This method is free. You just have to go to one of our MULAYA stores with your order invoice, either printed or in the order confirmation email, along with the item(s) to be returned. The items must be in perfect condition and with the corresponding label.
Swimwear and jewelry items, being sealed goods for hygiene reasons, may only be returned or exchanged when they have not been unsealed after delivery.
To request a home return, you have to send an email to info@mulaya.com indicating the order reference (9 letters) in the subject line RETURN + ORDER REFERENCE. In the body of the message, we need you to include the items you wish to return, and we would appreciate it if you added the reason so that we can continue to improve.
After verifying all the data, we will send a carrier on the date and time we agree upon via email.
The return costs by zone are as follows:
Peninsula (Spain and Portugal): €3.00
Balearic Islands: €10.99
Canary Islands: Not available.
Rest of Europe (Great Britain, Germany, and France): €15.99
Home returns are exclusively for purchases made on Mulaya Shop Online with home delivery.
The refund is carried out when we receive the order and verify that it is in perfect condition, for both home returns and those made in-store (14 business days). The time for the credit to appear on the card depends on your bank.
If you have any questions or issues with your return, do not hesitate to contact us at our email address info@mulaya.com
ORDER CANCELLATION
After receiving the purchase confirmation email, if you wish to cancel the order, you can request it via email at info@mulaya.com within the following 24 business hours, provided the order has not yet been processed.
You must indicate in the subject: CANCEL + ORDER REFERENCE (9 letters).
These orders cannot be cancelled in any case if they have already been shipped or are in the hands of the courier. If such cancellation cannot be made, the customer must wait to receive the order or pick it up at the store and carry out the standard return procedure. In case the order cancellation has been successfully carried out, the refund of the amount paid will be effective within the next 14 business days, depending on the customer's bank.
WITHDRAWAL
Despite these conditions, the Consumer can always exercise the Right of Withdrawal without financial repercussions within a period of 14 calendar days from receipt of the order by clicking hereí.
This link is where you will be able to find all the necessary information to proceed, the conditions and consequences, and the form to fill out to exercise this right. You must request it via email at info@mulaya.com indicating in the subject WITHDRAWAL + ORDER REFERENCE (9 letters).
Claim forms are available to the consumer at our store at Calle Toledo, 34 (Madrid).
Mulaya.com reserves the right to reject returns reported or sent outside the set deadline, or items that are not in the same condition as they were received.
