Returns

Can I return my bag?
Not sure about your purchase? No worries, you’ve got 30 days to return your item in the original packaging, that includes the dust bag and attached hangtags.

If the item has significant damage, is worn, stained, missing parts, altered or generally not re-sellable, we cannot accept the return and will charge you for the item or send it back to you at your cost. In that case, we reserve the right to refuse service to anyone.

Please note that the customer is responsible for paying the return costs.

How do I return an order?
Please use the return form included in your box and follow these steps;

  1. Please send us an email that you are returning your order including your order number.
  2. Place all items in unworn condition, including dust bag and hangtags in the box.
  3. Use the return form included in the box
  4. Fill out the details like the reason for return
  5. Place the return form in the box and send it back to us

If you’re located outside of The Netherlands, we strongly recommend using a tracked and/or insured shipping service to return your order.

Please note that the customer is responsible for the return until it has reached us safely. We cannot refund lost, late or damaged returns.

Can I exchange an item?
If you would like to exchange an item, please return the item and place a new order for the item you would like.

When will I receive my refund?
Please allow up to 5 business days to process your returned order. After that, we will refund the amount back to the original form of payment, which depending on your bank will take another 5-10 business days.

If you’ve paid with a gift card, you will receive a new gift card for the credited amount.

I still haven’t received my refund
Please always contact your bank first, once we’ve made the refund it is out of our hands and banks can take their time getting your money back into your account. In any other case, please reach out to our customer service team at [email protected]

Refunds for items bought with a gift card
You will receive a new gift card for the amount used in the purchase.

Can I return a gift card?
Gift cards are not refundable.
 

Can I return an item I received packaged as a gift?
Sure! In order to process your return, we need your order number and product details - your generous gift-giver will have these in their inbox.

Please send us an email with these details and we'll send you a return form in return. Return your gift following the usual steps mentioned on this page. We can refund the amount back to the original form of payment, in this case, the bank account of your gift giver. 

If you have any questions, please reach out to our customer service team at [email protected].

Can I return an item bought on Sale?
While we almost never do sales, you may return a discounted item within 14 days of receipt. All other terms mentioned on this website still apply.

Can I return an item bought at another store?
We only accept returns purchased online at www.maeandivy.com. Please contact the store where you purchased the item for their return policy.

I received an incorrect, faulty or damaged item
We are so sorry about that! Please reach out to our customer service team at [email protected] and they will assist you. To speed things up, include your order number, description and photo of the issue.