Returns & Refunds
We want you to love what you ordered. If a piece isn’t right for you, you can send it back for a refund to your original payment method. Need another size or colour? The quickest way is to return the original and place a new order, or you can ask us for an exchange, subject to availability.
You have 30 days from the day your order is delivered to request a return. Items must be unworn, unwashed and in their original condition, with all tags attached. For hygiene reasons, underwear and earrings cannot be returned unless faulty. MAIE does not offer free returns: you pay the return shipping, unless the item is faulty or we sent you the wrong item.
How does the return work?
- Email us at Maie-cl@outlook.com within 30 days of delivery with your order number and the item(s) you would like to return. If you would prefer an exchange, tell us in the same email.
- We reply, usually within one working day, with your return instructions and the address to send your parcel to. Please wait for our reply before you send anything.
- Please download and print our return form here, fill it in and place it inside your parcel.
- Pack the item(s) securely and post the parcel to the address we gave you within 14 days of our reply. We recommend a tracked service, and please keep your proof of postage until your refund has been issued.
- When your return arrives, we check it and email you the outcome. Approved refunds are issued to your original payment method.
Are returns free?
No, MAIE does not offer free returns. If you have changed your mind, or the size or fit isn’t right, you pay the cost of sending the item(s) back to us, whether you would like a refund or an exchange. If something arrived faulty, damaged or wrong, please see “My item is defective” below.
How long do I have to return something?
You have 30 days from the day your order is delivered to request a return, and a further 14 days to post the item(s) once we have sent you the return instructions. If you shop from the EU or EEA, this policy is in addition to your statutory 14-day right of withdrawal and your rights for faulty goods.
My item is defective
If an item arrives damaged or defective, or we have sent you the wrong item, size or colour, please contact us as soon as possible at Maie-cl@outlook.com with your order number and a photo. We will arrange a replacement or a full refund, whichever you prefer, and we cover the shipping in both directions, so you do not pay for the return.
When and how will I get my money back?
Once your return has reached us and been checked, we email you the outcome. Approved refunds are issued to your original payment method within 5 to 10 business days. We refund the full price you paid for the returned item(s); the cost of return shipping is not refunded, unless the item was faulty or wrong.
Lost parcel / returned parcel?
If your tracking has not updated in 10 business days, contact us with your order number and we will chase it with the courier the same day. If a parcel is confirmed lost in transit, we replace it or refund you in full, your choice. If a parcel is refused at customs and returned to us, we refund the item price once it arrives back. A return parcel you send yourself remains your responsibility until it reaches us, so please use a tracked service and keep your proof of postage.
Return process
You pay the return shipping, unless the item is faulty or we sent you the wrong item. We recommend a tracked service, and please keep your proof of postage until your refund has been issued.
Please include the completed return form in your parcel: download and print our return form here. Only send your parcel to the return address in our email, never to our registered business address.
If your order has not been dispatched yet, email us and we will cancel it and refund you in full.
Questions? Email Maie-cl@outlook.com or use our contact form. We usually reply within one working day.
MAIE is operated by Zafs, organisation number 922 173 508.