Return & exchange policy
- What is your general return policy?
A: We have a general 14 day return policy. Thus, you can request a return by e-mail to mayomiofficialshop@gmail.com within 14 days after you have received your products. Please note that the expenses for return shipping are to be burdened by the customers and that the products need to be in original condition. Please also make sure to include the return form, which will be given to you upon your return request. To start a return process, please send an email to mayomiofficialshop@gmail.com. To read our full return policy, please click here.
- What is your return policy for sale items?
A: Unfortunately, we do not offer any returns for items bought on sale. Sale items include all purchases made with a discount of 15% or more.
- How do I start a return process?
A: To start a new return process, please send us an e-mail including your order details (Customer name, delivery address and order number) to mayomiofficialshop@gmail.com
- Do you offer exchange of items instead of a return?
A: The fastest and most convenient way for you to get an exchange, is to return your current product and re-order respectively in our online shop.
- How and when will I receive my refund?
A: We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 4-10 business days.
6: What are eligible reasons for you to disapprove my return?
A: Please make sure to contact us within 14 days after you have received your items. Any items returned to us, that are not in original condition, in packaging with panty liner intact and tags attached or have stains/soiling will be immediately shipped back to you from our returns warehouse. We are unable to issue a refund on these items for sanitary reasons.
Shipping Policy
- When will I receive my order and what are your shipping costs?
A: Depending on your location the following shipping times and rates apply:
Germany: DHL Standard GoGreen (2-4 business days) 4,00€
Europe: DHL Standard GoGreen Premium (2-8 business days) 6,00€
Rest of the world*: DHL Standard GoGreen Premium (7-14 business days) 8,00€
*currently excluding Russia and China
Depending on the destination country, please allow between 2 to 20 business days for delivery.
- Do you offer free shipping depending on the order value?
A: Yes, all orders of a minimum value of 120,00€ will be shipped free via DHL Go Green Premium to any place in the world (except Russia and China).
- Are you able to deliver to my location?
A: We almost offer worldwide deliveries, but do not ship to Russia and China. Please see our shipping policy for further information.
- Will I be able to track my delivery?
Yes, once your order has been dispatched, we will send you an e-mail containing a respective tracking code.
- I have not yet received my order. What should I do?
A: Depending on the destination country, please allow between 2 to 20 business days for delivery. If you still did not receive your order, please send an e-mail to mayomiofficialshop@gmail.com.
Taxes/Duties
- Will I have to pay taxes and/or duties on my delivery?
A: All orders shipped outside of the European Union (EU) may be liable to taxes and/or duties. All potential taxes and/or duties need to be fully paid for by the customer. MAYOMI cannot take responsibility for taxes and/or duties.
Miscellaneous
- What payment methods do you accept?
We accept the following payment methods:
- American Express
- Visa Card
- Master Card
- Maestro
- Google Pay
- Apple Pay
- Klarna
- Sofort Überweisung (immediate bank transfer)
- PayPal
- Shop Pay
- How can I change or cancel my order?
A: If you need to change or cancel your order, please contact us immediately at mayomiofficialshop@gmail.com as our fulfilment team works quite quickly. If you order has already been dispatched, we can arrange a return of your items and exchange them.
- What are your recommendations to take care of my MAYOMI item?
A: We are delighted that you want to take good care of your items! Please read our care instructions carefully.
- How do I find the right size?
A: It is important to know your size before placing an order. To find the right size for you, please check out our sizing guide here.
