FAQ

ABOUT US

WHERE CAN I BUY MAYRAFEDANE?

Shop at our official online store www.mayrafedane.com and we will send your order directly to your door.
We also have many stockists located around the world; find your local stockist HERE.

 

PLACING ORDER

WHAT PAYMENT METHODS DO YOU ACCEPT?
We use Shopify Payments as a payment mode for our MayraFedane e-store. Shopify payments is automatically set up to accept all major cards.
Please contact us if your mode of payment is not available at customercare@mayrafedane.com.

IS IT SAFE TO SHOP AT MAYRAFEDANE?
Yes, our website is managed directly by FEDANI LTD. powered by Shopify and uses a secure payment gateway. After placing an order on our website using this safe and secure payment gateway, we no longer have access to your bank details. We do not store any credit card information.
For more information, refer to our privacy policy.

DO YOU OFFER DISCOUNTS?
As an authentic luxury brand, MAYRAFEDANE does not offer any discount on products. Occasionally we may offer promotions for a limited time only such as free shipping or exclusive online gifts or as a first time sign up to our newsletter. Sign up to our newsletter to be the first to know about these exclusive offers!

HOW DOES THE MONOGRAMMING SERVICE WORK?
We offer a monogramming service on a selection of our leather handbags. Please allow up to two working weeks to receive your bespoke bag. We cannot accept any return or refund for monogrammed products.
To enquire about our monogramming service please contact us at customercare@mayrafedane.com.

CAN I CANCEL MY ORDER?
Yes, you have the right to cancel your order with us, providing it has not yet left our warehouse and you give written notice about your intent to cancel within 24 hours of placing the order.
If your order has already been dispatched, you can follow our returns policy

If you wish to cancel your order, you must notify MAYRAFEDANE in writing by emailing customercare@mayrafedane.com. We will refund the full value of your order within 30 days of receiving your notice of cancellation. If your order has already left our warehouse by the time your cancellation request is received, your refund may be less the original shipping charge.

The cancellation policy does not apply during sale periods. See our Sales Exchange terms and conditions.

I NEED TO AMEND MY ORDER, HOW DO I MAKE CHANGES ONCE MY ORDER HAS ALREADY BEEN PLACED?
If you wish to amend your order, and it has not yet been dispatched, please notify MAYRAFEDANE in writing by emailing customercare@mayrafedane.com.

 

DELIVERY

HOW LONG WILL MY ORDER TAKE TO BE SHIPPED?
Orders once confirmed will be dispatched within 72 hours from the time of order confirmation.

The shipment in transit times will vary depending upon the destination country.   To check the status of your delivery we recommend you contact the courier directly referencing the tracking number provided by us.

DO I HAVE TO PAY CUSTOMS AND INCOME CHARGES?
Orders shipped outside of the European Union (EU) are subject to custom taxes and duties. This cost is the receiver’s responsibility unless otherwise stated.

Most countries have a personal import allowance but each one is different; please check your country’s import costs and regulations carefully before placing your order.

 

REFUNDS AND EXCHANGES

WHAT IS YOUR RETURNS POLICY?
Should you wish to return an item, we are happy to offer an exchange or refund on full priced non-monogrammed goods, providing items are returned to our warehouse within 30 days of receipt.

All items must be returned in perfect condition in the original packaging with the order paperwork. We are unable to offer an exchange or refund on items that are monogrammed, damaged, used or not in their original packaging.

Before sending anything back to us, please read our full returns policy and instructions.

WHERE DO I SEND MY RETURN TO?
For Returns, simply email customercare@mayrafedane.com to request a Return Merchant Authorization (RMA) Number for your order, confirming your order number, product(s) for return and reason(s) why. We will then work with the couriers available to us to create a return label for you, that we will ask you to print and affix to the outside of the packaging.

WHEN WILL I RECEIVE MY REFUND?
We will refund the full value of your order, less any shipping charge as well as additional bank charges charged by the local banks, within 7 days of receiving the product(s) back in our warehouse.

Please be aware that some banks may take a further 30 days to make the funds available in your account.

 

FAULTY ITEMS AND REPAIRS

DO YOU OFFER A REPAIR SERVICE?
We offer a complimentary repair service up to 6 months from the day you made your purchase, providing the fault occurred from an element of the production and assembly process, and not from ill-usage. Repair requests received more than 6 months after the date of purchase will be accepted at the discretion of MAYRAFEDANE but will be chargeable.

Import charges for repaired items sent back to customers outside the EU may be applicable, although we will declare on all paperwork where possible the information required to clear the shipment tax free. MAYRAFEDANE cannot be held liable for any customs charges incurred as a result, as these are not calculated by us and are out of our control.

For a repair consultation, please email images of your product and the affected part(s) to customercare@mayrafedane.com along with your order number/proof of purchase.

Our return, exchange and repair policies only apply to purchases made through our official website. For purchases made elsewhere, please contact the stockist directly.

WHAT CAN I DO IF MY ITEM ARRIVES FAULTY?
As a luxury goods brand, we ensure that all our products go through strict quality control checks before being shipped from our factories to our warehouses.
However, if you feel you have received a faulty item please email customercare@mayrafedane.com with your order number, the details of the product purchased and detailed photos of the fault in question. We will then assess the damage or fault and advise on the next step of how to proceed.

 

OTHER GENERAL FAQS

HOW DO I LOOK AFTER MY PRODUCT?
We go to great lengths to ensure our handbags and accessories are created using the finest leathers, materials and manufacturing processes. We recommend our customers use specialist Collonil care products to protect and enhance the quality of the refined leathers.

To prolong the enjoyment of your MAYRAFEDANE handbag, we recommend that you don’t leave it exposed to natural sunlight, damp places, humid temperatures or water. When you’re not carrying your MAYRAFEDANE product, store it in the dustbag.

WHERE ARE YOUR PRODUCTS MADE?
All our products are manufactured in our own workshop in Mumbai India by talented Artisans excelling in handmade craftsmanship using only the finest quality materials sourced from Italy France and the UK.'

I'M INTERESTED IN BECOMING A WHOLESALE CUSTOMER, WHAT'S THE PROCESS?
Contact sales@mayrafedane.com with the following information and one of our team will get back to you!

  1. Company name
  2. Store name (if different to above)
  3. Website address
  4. Contact name, number and email address
  5. Other brands stocked in store/online where relevant

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