Frequently Asked Questions
What different payment methods do you offer?
Our payment provider Adyen offers customized payment methods depending on your country. You can see your current available payment options in the checkout.
What is the delivery time when ordering from your website?
We always strive to provide you with the fastest possible delivery. We aim to ship orders received before 12:00 on weekdays on the same day. Delivery times vary depending on the delivery option you choose, and you can see the estimated delivery date in the checkout. The estimated delivery time is approximately 1-2 weekdays with express delivery and 2-5 weekdays with standard delivery. However, delivery times are estimates and may be longer during promotional periods.
Can I have different shipping- and billing addresses?
Yes you can! As long as the two addresses are located in the same country you can have a shipping address that is different from the billing address.
In the checkout there is a box where it says “Ship to another address”.
Information for orders to the UK
Since we are using DDP, Delivery Duty Paid, there will be no additional costs for you, the customer, when purchasing from the United Kingdom. Maya Delorez are responsible for all risks and fees until the goods are delivered, we also take responsibility for the import clearance. The price you see at checkout is the price you pay. No hidden fees or taxes.
All of our deliveries to the United Kingdom are shipped with UPS.
Do you offer free shipping?
Yes, we offer free shipping on orders over the following amount:
- 499 SEK
- 150 EUR
- 160 CHF
- 200 GBP
- 1500 NOK
- 1150 DKK
- 200 USD
Please note, when ordering to Singapore, free shipping is not available.
We charge shipping costs for orders below the above stated amount.
Standard shipping cost:
- Sweden: 49 SEK
- Europe (within EU): 7 EUR
- Germany: 4,99 EUR
- Switzerland: 9 CHF
- Liechtenstein: 9 CHF
- UK: 7 GBP
- Norway: 70 NOK
- Denmark: 39 DKK
- US: 10 USD
- Russia: 7 EUR
- The rest of the world: 10 USD
Do you deliver worldwide?
Yes we do ship worldwide! You can easily choose your country in our checkout. If you can not find your country as an option in the checkout, please contact us by email [email protected] and we will help you further.
Are your shipments climate compensated?
All our shipments with DHL Express are climate neutral. By using DHL GOGREEN we invest in climate protection projects in various regions across the globe, supporting a mix of projects in the categories of “energy efficiency”, “renewable energy” and “reforestation/afforestation”. We insist on high standards and the selected climate protection projects are based on their value for both the environment and the local communities.
How do I make a return?
I have returned a product. When do I get my refund?
We process returns as soon as they arrive at our warehouse and it normally takes up to 7 business days for your return to be processed. Please, note that processing times for returns may be longer during busy periods and during campaigns. Once the refund is processed, you will receive an e-mail confirmation.
How is the refund made after the return process is completed?
The refund is always made to the same payment method that you used for the payment of your order.
Have you extended your return policy this Christmas?
Yes we have! For products purchased from the 1st of November we have extended our return policy until January 31st. As of January 1st, we will go back to the usual 30-days return policy.
Can I exchange a product for a different one?
Yes, of course. Return the product that you’ve ordered and then place a new order for your desired product.
We will refund you for the returned product as soon as we have received and handled the return. The new order should be paid as usual since we do not handle any direct changes at our warehouse.
You can read more about returns and exchanges here.
Can I add/change something on an order that's already placed?
Unfortunately, it is not possible to change products in an order that has already been placed before it leaves our warehouse. Since we always aim to send your order as soon as possible we can not make any changes once your order is registered in our system.
How do I get the product I want to exchange for the same price as when I first placed the order to a campaign price?
Of course you will get the new product for the same discounted price as for your original order if it was placed during a campaign. Send an email to [email protected] with your order numbers, both for the exchange and for the original order, and we will assist you from there.
What do I do if I have received a faulty item?
We always try to solve complaints the easiest way possible. Contact us via email with your order number and pictures of the faulty product.
The problem you’re experiencing with your product must be due to a manufacturing fault. Damage caused by normal wear and tear cannot be addressed through our complaints system.
Can I reserve products on your site?
No, unfortunately it’s not possible to reserve products on our site. Even if you put a product in your cart, it does not mean that it is automatically reserved for you.
If you have any questions about our products or the estimated time of when a product will be back in stock, please contact us! We are always happy to help.
Are your clothes true to size, or is there something I need to know before ordering?
How do I measure to get the right length on my belt?
Measure around your hips/waist, in the belt loops where the belt should sit and add 10 cm to that measurement.
You can find a video that shows how to measure on each product side for the belts. If you’re still not sure about the size feel free to contact our customer service team.
How do I wash my Maya Delorez clothes?
We recommend you to wash all clothes at 30° C. For more detailed information we recommend you to follow the washing instructions in the individual garments.
What different types of grip do you have on your breeches?
All our breeches for women come in both half seat grip and full seat grip. It’s a matter of taste what kind of grip you prefer.
Furthermore, our models ADMIRA, LEXI and ZIA are available without any grip at all.
Our breeches for men only come in half seat grip.
Do you want to know more about different grips? Read our article about full seat and half seat breeches!
What is the difference between your models of breeches?
At the moment, we have six models of breeches for women: Function, Performance, Compression, Classic, Cargo and Sport. The main differences between them are the design and the material composition. You can learn more about our models for women here. For men we have two different models so far, Sport and Cargo, which differ in design. You can learn more about our breeches for men here.
What is Pre-Loved?
Pre-Loved means products that either have minor design flaws or cosmetic defects, or have already been worn. However, these products are fully functional, they just can’t be sold at full price on our website for various reasons. For instance, the products may have been used during photo shoots, have minor cosmetic or printing defects, or they’re discontinued products from older collections.
Maya Delorez Pre-Loved keeps Maya Delorez pieces in circulation, extending their lifecycle and helping to reduce waste.
Can I return a Pre-Loved item?
Yes, you can return a Pre-Loved item within 14 days from the day you received it. Please note that for your return to be accepted, the item has to be in the same condition as you received it and the labels have to be attached and intact. You can read more about the return process on our Returns & Exchanges page.
Can I exchange a Pre-Loved item?
It is not possible to exchange a Pre-Loved item for items from our regular collection. However, you can of course withdraw from your purchase as mentioned above and receive a full refund, excluding any shipping costs. You can find further details in the section called “Pre-Loved Collection – Returns & Exchanges” in our Terms & Conditions.
Can I sell my used MD items through your Pre-Love program?
For the time being, the only products we’re selling through our Pre-Loved program are products that have left our regular collections due to minor design flaws or cosmetic defects. But it is our ambition for the future! Making it possible for customers to sell second-hand through our Pre-Loved program is an obvious next step for us.
Why is reusing better than recycling?
Recycling products, including clothing, is a complicated process that is not always effective. Currently, only a small percentage of clothes are being recycled worldwide, with the majority ending up in landfills or being burned. Additionally, the process of recycling clothing often involves significant amounts of resources, such as water and energy. We at Maya Delorez want to encourage sustainable consumption by focusing on reducing waste. This means, for example, not buying more than we need and reusing items as much as possible. Pre-Loved tackles this by keeping clothes in circulation that have minor cosmetic defects but are fully functional.
Who can I contact if I have a complaint about a Pre-Loved product?
Can I buy a gift card from Maya Delorez?
Unfortunately it is not possible to buy gift cards in our online shop at the moment. We hope to be able to offer this in the future!
If you’re looking for a gift for someone but you’re unsure what size they might have, we can recommend to check out our accessories! We have a lot of products that are both one-size-fits-all and unisex, you can find them here: https://www.mayadelorez.com/accessories
Where do I enter my discount code?
If you have a discount code you can enter this in the checkout.
You can enter the code by clicking on the text “Add voucher +”. You can find this button under the product overview in the cart. A box will appear in which you enter the code, by clicking on activate the code will be applied.