Exchange and Returns Policy

Overview

All purchases are considered final. We do not offer cancellations or refunds once an order has been processed, typically within 3 working days. Custom orders cannot be cancelled once the order has been placed. Please email hello@maevechen.com for any changes to your custom order.

Some countries will charge an additional customs duties or sales taxes (for orders above a certain value) when the parcel reaches the border, and will return the parcel if the payment is not made within the stipulated time. As a small business, we are unable to refund your order should you decide not to pay the additional fees. All information relating to charges and fees are listed in the FAQ, please do check your country’s requirement before ordering!

We only offer exchanges for damaged items and not for reasons due to change of mind. Our exchange policy lasts 40 days. If 40 days have passed since your purchase, we can’t offer you an exchange.

You may opt for a partial refund instead of an exchange.

Exchanges

The following items are non-eligible for exchanges/partial refunds:

Gift cards that have been redeemed
Downloadable digital products
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Items returned due to failure to pay the required taxes and customs duties
Items purchased during a sale
Items marked down as B-grade or lower
Items that are not damaged

To be eligible for an exchange/partial-refund:

The item must be damaged or defective upon arrival, in its original packaging
You must contact us within 40 of receiving your order
Proof of damage is required (clear photos of the item and packaging)

Exchange Process

If your item meets the criteria:

Email us at hello@maevechen.com with your order number and photos of the damaged item.
Once your request is reviewed and approved, we will provide further instructions for the exchange.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on your location, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Partial Refund Process

If your item meets the criteria:

Email us at hello@maevechen.com with your order number and photos of the damaged item.
Once your request is reviewed and approved, we will process the partial refund to your original mode of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@maevechen.com.

Delayed or Missing Delivery

Reporting a Missing Delivery

If your order has not been received, you must contact us within 40 days from the date of purchase. Requests made after this period will not be eligible for review or resolution.

Non-Trackable Mail

We are not liable for delayed or missing deliveries shipped via non-trackable mail. By selecting a non-trackable shipping option at checkout, you acknowledge and accept the risk of loss or delay once the order has been dispatched.

Trackable Shipments

For orders shipped with tracking:

If your tracking has not updated for an extended period, please contact us within the 40-day window so we can assist where possible.

Please ensure the shipping address provided is accurate and complete.

If tracking shows the item as delivered, we are not responsible for lost or stolen packages.