Returns & Exchanges

Updated 2021-11-10

In this section you will find information about our return and exchange policy and how to proceed when returning a product. The return instructions vary depending on where you are ordering from - within or outside of the EU. Please make sure you follow the right instructions.

Don’t hesitate to reach out to our customer service team if you have any questions through email [email protected] or chat.

  • When you order from our website, you always have the right to return your purchase within 30 days from the day you received it.
  • From October 1st we have extended our return policy until January 31st due to Christmas and Black Week: All orders placed from October 1st to December 31st can be returned until January 31st.
  • On January 1st, we will go back to the usual 30-days return policy.
  • The product(s) must be unused and in the same new condition as when it was received.
  • The product(s) must also be in its original packaging, with intact labels.

Follow these easy steps below to return a product.

  1. Fill out the return form completely that was included in your package. 
  2. Clearly attach the return label on the package. Make sure that any old labels are removed or no longer legible. 
  3. Drop your package at the closest DHL service point.
  4. As soon as we have received and processed your return, we’ll refund you for the returned product(s). 

A fixed fee will be deducted from your refund for using our return label.
Find out how under Q: How much does it cost to return my package? 

Don't hesitate to reach out if you have any questions: [email protected]

If you wish to return a product from outside of the EU, please contact us via email at [email protected] with your order number and which products you'd wish to return. We'd be happy to send you the required documents for this.

A fixed fee will be deducted from your refund for using our return label. Check out how much this is under Q: How much does it cost to return my package

  1. Completely fill out the return form.
  2. Please contact our customer service team to receive a return label, required documents, as well as further instructions on how to proceed. 
  3. Print label and place it fully visible on the package. Make sure that any old labels are removed or no longer legible. 
  4. Place the product(s) you wish to return in the original package or other suitable packaging. 
    1. Drop off at closest DHL Express access point: https://locator.dhl.com/ OR
    2. Schedule express pick up

As soon as we have received and processed your return, we will refund you for the returned product(s). The original shipping costs will not be refunded.

As a customer from Russia, follow these easy steps below to return a product.

1. Fill out the return form completely that was included in your package.

2. Since we do not offer return labels to Russia yet, you as our customer cover the return shipping. Choose an option that suits you and return the package to:

Maya Delorez AB 
Industrigatan 6
815 36 Tierp
SWEDEN

3. As soon as we have received and processed your return, we’ll refund you for the returned product(s).

We are happy to help you if you have any questions: [email protected]

Please note that all orders with delivery to outside of the EU will be subject to Tax and Duty charges. To find out how much these charges would be, you will need to contact your local tax office as the charges vary from country to country and Tax & Duty charges are completely out of our control unfortunately.

It is the customers responsibility to pay for tax and duty charges. An order can not be cancelled or 'returned to sender' unless these charges have been cleared. Delay or refusal when paying for these charges, will result in your shipment being destroyed and you will not be entitled to a refund. By placing an order with Maya Delorez you agree to these terms and conditions.

If you refuse to pay the tax and duty charges applied by customs, your shipment will be destroyed and you will not be entitled to a refund.

Before delivery, customs/your courier will contact you to pay these charges. You will not receive your order without paying these charges. When you place an order with us from outside of Europe, you are agreeing to pay the Tax & Duty charges that are specific to your country. 

We have a fixed fee for returns when you use the return label that was included in your order:

  • SWEDEN: 49 SEK
  • EUROPE: 10  EURO
  • NORWAY: 100 NOK
  • DENMARK: 79 DKK
  • USA: 15 USD
  • ALL OTHER COUNTRIES: 15 USD

We do not handle direct exchanges at our warehouse. If you want to exchange a product:

  1. Please return the product as described and make sure you follow the detailed process:
    1. Return within EU, follow the instructions under Q: How do I make a return from a country within EU?
    2. Return outside of EU, follow the instructions under Q: How do I make a return from a country outside of EU?
  2. Place your new order on our website.
  3. Use your personal code in the checkout to receive free shipping on your exchange order. This can be found on your digital order confirmation.

Don't hesitate to reach out if you have any questions: [email protected]

We will refund you as soon as we have received and processed your return.

We always try to solve complaints regarding faulty products the easiest way possible. Contact our customer service team via email, [email protected] 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 is not an acceptable reason to make a complaint.

Any further questions?

One of our friendly customer service agents will gladly help you at [email protected]