Shopping with us

About your orders

Where is my order?

We will usually send you an email at the main points of your order:

• Once your order is received
• Once your order is with the printers
• Once your order has been fulfilled by the printers and it's been posted

If for any reason you haven't received these emails and would like to check your order status. Please email us quoting your order number at support@mayamoos.co.uk. We will then respond within 24 hours with an update on your order.

Tracking information (if applicable)

We rely on Royal Mail for all our shipping services to get your order to your doorstep as soon as possible. For this reason, tracking is not always available. When it is, we will always send the tracking number with the email that notifies you of postage.

Returns policy

Whilst we strive to ensure that every custom clothing piece or wall art meets your expectations, we are aware that sometimes things can go wrong. Due to the personalized nature of our products, we cannot accept returns or exchanges unless the item is damaged or incorrectly sized as per your original order specifications. Please review the details of our policy below:

Eligibility for Returns:

Damaged Items: If your item arrives with manufacturing defects, damage during transit, or other issues not caused by normal wear and tear, you may be eligible for a return or replacement.

Incorrect Sizing: If the item differs from the size specifications provided during the ordering process, we will correct the issue. Please note that this does not include sizing errors due to incorrect measurements provided by the customer.

Conditions for Return:

• All return requests must be made within 7 days of delivery.
• Items must be unused, unwashed, and in their original condition, with all tags intact.
• Clear photographs of the issue (damaged area or incorrect sizing) must be provided to initiate the return process.

Non-Returnable Items:

• Items that match the measurements and design specifications provided during the order process.
• Damage caused by improper care, accidents, or alterations made by the customer.

Return Process:

• Contact returns at returns@mayamoos.co.uk within the return window with your order details and supporting photographs.
• We will initiate the return process, and once your return is approved, we will provide instructions on shipping the item back to us.
• Upon receiving and inspecting the returned item, we will either issue a replacement or a refund, depending on your preference and product availability.

Additional Notes:

• Shipping costs for returns due to damage or incorrect sizing will be covered by us.
• Custom items cannot be exchanged or refunded for reasons unrelated to damage or sizing errors.

Cancellation Policy

We understand that plans can change, and we aim to accommodate your needs. However, due to the personalized nature of our custom clothing, we can only allow cancellations within a short window after placing your order. Please review our cancellation policy below:

Cancellation Window:

Orders can only be canceled within 2 hours of being placed. After this period, the production process begins, and cancellations will no longer be possible.

How to Cancel:

• Contact us immediately at cancellations@mayamoos.co.uk.
• Provide your order number and a clear request for cancellation within the specified time frame.

Refunds:

Canceled orders within the 2-hour window will be refunded in full using the original payment method.

Exceptions:

If you need to modify your order after the 2-hour window, please reach out to us as soon as possible on support@mayamoos.co.uk. While we cannot guarantee changes, we will do our best to accommodate your request before production begins.

Additional Notes:

Custom products require precise planning and resources, which is why we cannot accept cancellations once the production process has started. Please double-check all details, including measurements and design specifications, before submitting your order. If you have any questions about our cancellation policy, feel free to contact us on support@mayamoos.co.uk, we're here to help!