Returns and refund policy

Company information
Mayara
support@mayarafashion.com

KVK 80867162
BTW-nummer NL003499425B81

Opening hours
Monday-Friday: 10:00-18:00

We aim to answer your email within 24 hours

Return period and right to cancel
At Mayara it matters to us that you are happy with your order. Is an item not quite what you wanted after all? Then you can submit a return request within 30 days of receipt.

To qualify for a return, the item must be in the same condition as that in which you received it.

● Products must be in their original condition and carry the
original labels and tags.
● The packaging must not be damaged and must be in its original condition.
● The items to be returned must show no signs of use.
● Hygiene products (such as underwear) cannot be returned once the seal
has been broken.

Please note that if the returned items do not meet these
conditions, we are unfortunately unable to process your return. We
reserve the right to refuse returned items if we
suspect that they have been used or damaged through no fault of ours.

Returns procedure
Our products are supplied through our own supplier. Once the return request has been approved, returns must be sent to the international warehouse of our supplier in China.

The customer must create a shipping label themselves with a carrier of their choice. We advise you always to send returns with track & trace, so that the parcel can be followed properly.

The return shipment is at the customer’s risk until it has been received in good order at the return address. Always keep your proof of postage and tracking code until your return has been fully processed.

Would you like to return an item? Then please contact us first at support@mayarafashion.com.

Please always state:

• your order number;
• the item you would like to return;
• the reason for the return;
• photographs, if applicable, where the item is damaged, wrongly delivered or other than expected.

Once we have assessed your request, we will send you the returns form and the further returns instructions.

Unfortunately we cannot process returns that have not been notified or approved in advance.

Cost of returns
The cost of returning an item is borne by the customer. You must create a return label yourself and use it to return your parcel. Returns are always at the customer’s risk. Please therefore make sure you have proof of postage with a track and trace code. Lost returns without proof of postage are not reimbursed.

The exact cost depends on the carrier chosen to send the parcel back.

Refunds
Refunds are processed within 3-5 working days after we have received your return.

Exchanges
We also offer the option of exchanging an item for a different size or colour, or for another product, provided the item is in its original condition, carries the original labels and is unworn. To do so, please contact us within 30 days of receipt at support@mayarafashion.com. Any delivery costs for the exchange are borne by the customer.

Cancelling orders
You can cancel your order as long as it has not yet been processed or dispatched. To do so, please contact us as soon as possible at support@mayarafashion.com

Has the order already been dispatched? Then you can still return the product within 30 days in accordance with our returns conditions.

Wrong item or wrong size?
If you receive the wrong item or the wrong size, we will send you the correct item free of charge.

Sustainability and returns
At Mayara we try to handle returns carefully and responsibly. Returns involve additional transport costs, packaging material and processing. This places an extra burden on the environment and contributes to more CO₂ emissions.

That is why we think it is important to be mindful about deliveries and returns. Where possible we are happy to think with you about a suitable solution, such as partial compensation if you decide to keep the item after all. In that way we try together to reduce unnecessary transport and prevent waste.

That is why we include a size chart with our products wherever possible, so that you can better work out in advance which size suits you best. Unsure about the right size? Then please feel free to contact us. We are happy to think it through with you, so that you order the right size and the chance of a return is smaller.

Do you have questions about our returns and refund policy? Please feel free to contact us at support@mayarafashion.com.