FAQ
Frequently Asked Questions
Orders & Shipping
Do you offer free shipping?
Yes! We offer FREE worldwide shipping on all orders.
How long does shipping take?
Orders are processed within 3–5 business days before shipping.
Estimated delivery time is typically 7–15 business days, depending on your location and your local courier.
Which shipping carriers do you use?
Depending on your destination, we ship with trusted carriers such as DHL, FedEx, and UPS.
Do I have to pay customs duties or taxes?
Yes. Customers are responsible for any customs duties, import taxes, VAT, or other fees required by their country.
Can I cancel my order?
Orders may be cancelled within 5 minutes of placing them.
After this window, cancellation depends on the processing status of your order and cannot be guaranteed.
Returns & Refunds
What is your return policy?
We accept returns and exchanges within 14 days of delivery.
To be eligible, your item must:
• Be returned within 14 days
• Be unworn and undamaged
• Not be altered, resized, or repaired by a third party
• Have all original tags attached
• Include clear photos and videos for inspection
Please contact us before sending any return. Returns sent without approval may be refused.
How do I start a return?
Email us at support@mayahenrylife.com with:
• Your order number
• Reason for the return or exchange
• Clear photos and videos of the item
Once approved, we'll provide return instructions and the return address.
Who pays for return shipping?
If the return is due to personal reasons (such as change of mind or incorrect size), customers are responsible for all return shipping costs, including any customs duties, taxes, or clearance fees.
If we sent the wrong item or your item arrived damaged or defective, we will cover the applicable shipping costs.
When will I receive my refund?
Once your return is received and inspected, approved refunds are processed within 7 business days.
Please allow up to 30 business days for returned packages to reach our warehouse.
Refunds are issued to your original payment method.
When are refunds not available?
Refunds cannot be issued if:
• The return request is made after 14 days
• The item has been altered, resized, repaired, or damaged after delivery
• The package is destroyed because of an incorrect shipping address
• The returned item never reaches our warehouse
• Required return approval was not obtained
Is there a restocking fee?
A $10 USD restocking fee applies if an order is returned because of an incorrect address or refusal of delivery.
Exchanges
Can I exchange my item?
Yes.
If you need a different size or received the wrong item, we'll gladly help with an exchange.
Customers are responsible for return shipping, while we'll ship the approved replacement at no additional shipping cost.
Damaged or Incorrect Items
What if my item arrives damaged or defective?
Please contact us within 24–48 hours of delivery.
Email clear photos or videos to support@mayahenrylife.com.
Once approved, we'll either send a replacement or issue a refund. In most approved cases, you won't need to return the damaged item.
Delivery Questions
My tracking says "Delivered," but I didn't receive my package.
Please contact the shipping carrier first to request a Certification of Loss.
Once you send us that documentation, we'll file a claim with the courier on your behalf.
Carrier investigations typically take 4–10 business days.
What happens if I entered the wrong shipping address?
Customers are responsible for providing a complete and accurate shipping address.
If your order cannot be