FAQ

1. Which payment methods do you accept?

We offer a range of secure payment options to make checkout easy and safe:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • Shop Pay
  • Maestro

All transactions are securely processed via Shopify and protected with SSL encryption to ensure your payment information remains safe.


2. What currency will I be charged in?

All orders are charged in your local currency. 
Any currency conversion fees applied by your bank or payment provider are beyond our control.


3. Do you offer free shipping?

Yes. We provide free shipping on all orders, no minimum order value required.


4. How long does delivery take?

Delivery times may vary depending on your destination, customs clearance, and external logistics factors. For more details, please see our Shipping Policy.


    5. How can I track my order?

    Once your order has shipped, you will receive a confirmation email with your tracking details.
    You can also follow your shipment via our Order Tracking page at any time.


    6. What is your return policy?

    You may request a return within 30 days of delivery.

    Returned items must be:

    • unused and unworn
    • in original condition
    • returned with all tags attached
    • sent back in the original packaging

    A valid proof of purchase is required.
    To request a return, please contact us at info@maette.com

    Returns sent without prior approval may not be accepted.


    7. Do you provide return shipping labels?

    No, we do not offer prepaid return labels.
    Customers are responsible for arranging and covering the cost of return shipping.

    Once your return request is approved, you will receive detailed instructions on how to return your item.


    8. When will my refund be processed?

    After we receive and inspect your return, you will be notified by email.

    If approved, refunds are issued to the original payment method within 14 business days.
    Please note that your bank or payment provider may require additional time to process the refund.


    9. What should I do if my order is delayed?

    If your order has not arrived within 15 business days after shipment, please contact our support team at info@maette.com
    We will gladly investigate the issue and assist you further.

     

    10. Can I cancel or change my order after placing it?

    If you need to cancel or change you order, please contact our support team within 1 hour of placing your order at info@maette.com

    After dispatch, the order can no longer be changed or cancelled.

     

    Commercial information

    • Website name: Maette
    • Operated by: SJ ECOM LTD
    • Registered address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
    • Company number: 16862377

    Contact

    Business hours
    Monday-Friday: 8:00 a.m.-8:00 p.m.
    Saturday-Sunday: 8:00 a.m.-4:00 p.m.
    We always strive to respond within 24 hours.