Return & Refund Policy
We put a lot of thought, care and investment into presenting our MISS MAIA products accurately online by providing photos, as well as, all the relevant information about the materials used, their sizing and the key features of each product. Please remember to read our descriptions and make your choices carefully to avoid any delays or disappointment. As with most digital experiences, our customers are always telling us that our products are better experienced in real life so please allow for slight colour variation from your monitor to your product in real life – all screens display colours differently.
Fault, damage or breakage
If your item(s) are received damaged or broken we will happily replace, refund or provide store credit to the value of the item(s). If there's damage or breakage, please supply clear pictures via email to: firstname.lastname@example.org and your preferred resolution (replace, refund or store credit). We will then work with you to resolve and/or organise for these damaged item(s) to be returned to us. You must contact us by email within 7 days of receiving your MISS MAIA order.
This situation always bums us out because it really hits small online businesses who do their very best to ensure safe and secure packaging for successful delivery, first time. Unfortunately we have little control over how our packages are handled once they leave our studio.
If you believe there's a significant fault with your product(s) we will work with you to find the best outcome. We'll request photos and an explanation of the fault and if we agree, we'll provide a mailing label for you to print and add to your mailing bag for their safe return. We will then issue a refund or store credit once the item(s) are safely returned and physically received at our studio in Whakatane, New Zealand. The timing of this will vary depending on your location.
Made an 'oopsy'?
If you have received your item and you've realised that you've made a mistake when purchasing, we are happy to arrange an exchange of your item(s). For safety and hygiene reasons we ask that you keep the handling of the product(s) to a minimum during this time and contact us immediately to organise an exchange (within 7 days of receiving your order). Please send us an email to email@example.com and we will work with you to rectify.
We cannot guarantee that the item(s) you had intended to purchase will still be available. If the exchange item(s) are available we will do our very best to get these to you as quickly as possible. Please note that you will need to organise return shipping of the item (at your expense) to our address, with the item in its original packaging. Once we have received your item and are happy with the condition, a new shipping fee will be invoiced according to your location (see Shipping Policy) for the safe redelivery of the exchange item(s). The new item(s) will only be shipped back to you once the invoice has been paid in full. This will be a tracked service. This process can take up to 3-5 days from return to redelivery.
Where we're unable to help...
If you receive your order and contact us explaining that you've had a change of mind we do not provide refunds in this situation. We are always happy to exchange an item (if it's available) or provide store credit but please read our 'Made an 'oopsy'?' section above to understand the process and fees.