FAQ
Answers to the questions we are asked most, taken from our shipping policy and refund policy. Anything else, write to us: a person replies, usually within one working day.
Shipping and delivery
How much is shipping?
Shipping is free on every order, to every country available at checkout. There is no minimum spend and no shipping charge is added at checkout.
How long does delivery take?
Orders are processed and dispatched within 1 to 2 business days. Delivery usually takes 3 to 7 business days after dispatch, so most orders arrive within 4 to 9 business days of being placed. Depending on the destination and carrier it can take up to 12 business days in total. These are estimates, not guarantees: customs checks and peak periods can add time.
Where do orders ship from?
Our pieces are held and dispatched by partner warehouses in Turkey and across Europe. If you order several items, they may arrive as separate parcels on different days, each with its own tracking.
Will I have to pay customs or import charges?
MAIE does not add VAT, sales tax or import duty at checkout, so the checkout total is what you pay us. A parcel that crosses a customs border may attract import duty, import VAT or a courier handling fee, charged on delivery by the carrier or the local authorities. These are set by the destination country, are not included in the checkout total and are the customer's responsibility.
How do I track my order?
Every parcel is tracked. You get an order confirmation straight away and a second email with tracking once the parcel leaves the warehouse. 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.
What if my parcel is lost?
If a parcel is confirmed lost in transit, we replace it or refund you in full, your choice.
Which countries do you ship to?
We ship to every country available at checkout. If your country is not listed there, we cannot deliver to it at the moment.
Returns and refunds
What is your return policy?
You have 30 days from the day your order is delivered to request a return, and a further 14 days to post the item once we have sent you the return instructions. 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.
How do I return something?
Email Maie-cl@outlook.com with your order number and the items you want to return. We reply, usually within one working day, with your return instructions and the address to send the parcel to. Please wait for that reply before posting anything, and never send returns to our registered business address. The full steps are on our returns page.
Are returns free?
No. If you have changed your mind or the size is not right, you pay the cost of sending the item back. If an item arrives faulty, damaged or wrong, we cover the shipping in both directions.
When will I get my refund?
Once your return reaches us and has been checked, we email you the outcome. Approved refunds go back to your original payment method within 5 to 10 business days. We refund the full price you paid for the item; return shipping is not refunded unless the item was faulty or wrong. There are no restocking fees.
Can I exchange for another size or colour?
The fastest way is to return the original for a refund and place a new order. If you would rather we handle it as a straight exchange, contact us and we will arrange it, subject to availability.
My item arrived damaged or wrong. What now?
Contact us within 30 days of delivery with your order number and a photo. We will send a replacement or give you a full refund, whichever you prefer, and we pay the shipping both ways.
Orders and payment
Can I change or cancel my order?
Contact us as soon as possible. If your order has not been dispatched, we can cancel it and refund you in full, and we can usually correct an address. Once a parcel has shipped we cannot redirect it.
Which currency will I pay in?
Prices are shown in the currency of the country or region you shop from, and the currency and total are shown at checkout before you pay. If your card uses a different currency, your bank may apply its own conversion rate or fee.
Do you restock sold-out pieces?
Sometimes. Popular styles often return, though colours and sizes can vary between runs. Ask us about a specific piece and we will tell you honestly whether it is coming back.
Sizing, fit and products
How do I choose my size?
Our sizing follows standard European measurements. Use the size guide and check the Size & fit section on each product page, which often lists the garment's own measurements. Between sizes, size down in knitwear and jersey, and up in tailoring and outerwear.
Why do the fit notes vary between products?
Because the garments genuinely differ. A ribbed knit dress with a lot of stretch behaves nothing like a structured coat, so we write the fit note for each product rather than repeating one generic line.
Do the colours look exactly like the photos?
Very close, but screens vary and so do dye lots. If a shade matters a great deal to you, get in touch before ordering and we will describe it as precisely as we can.
Are the photographs of the actual product?
Yes. Every product page shows the garment you will receive. Some images are styled on a model and some are flat or detail shots, so you can see the construction and finish.
Is your leather, suede and fur real?
Where a piece is a synthetic alternative to a natural material we say so plainly on the product page and describe it as faux leather, vegan leather, faux suede or faux fur, never as the real thing. The fabric composition on each product page is the one we receive from our suppliers.
How should I care for my pieces?
See the care guide. Each product page also carries care instructions for that fabric; please follow those and the garment label.
About MAIE
Who is behind MAIE?
MAIE is a womenswear brand operated by Zafs Luis Felipe Santos De Araujo, registered in Norway with organisation number 922 173 508. The registered address is Per O. Lunds gate 8, 1475 Finstadjordet, Norway. It is a business address, not a shop or warehouse. You can reach us at Maie-cl@outlook.com, on +44 7407 762182 or through the contact page.
Something is not right with my order.
Tell us what happened through the contact page and include your order number. We will sort it out.