FAQ

Do you offer discounts or promo codes?

We believe in fair, transparent pricing and offer everyone the best price from the start. To keep our pricing consistent for all customers, we don’t offer discounts, promo codes, or coupons.


Can I order fabric samples?

Yes, we’re happy to provide fabric samples. Please email your request to customerservice@maitaicollection.com.

Fabric samples are free of charge. We can include them with your order at no additional cost, or send them separately via standard post or DHL Express (shipping fees apply).

 

I'm not sure which fabric suits my bag. Can you help?

Yes—we offer a free color consultation service to help you choose the perfect match or add a pop of color that complements your bag. Simply complete our color consultation form, and we’ll email you a personalized recommendation, including a collage of tailored fabric suggestions.


I don’t see the fabric I want in the style and size I need. Can I place a special order?

Yes—if we have the fabric in stock, a special order may be possible. A surcharge of €70 will apply, in addition to the cost of the insert. Please contact us at customerservice@maitaicollection.com to discuss your special order.

 

Can I customize my insert by altering the shape and dimensions, or configuring the pockets differently?

Our inserts' shape, dimensions, and pocket configurations are not customisable. 

 

My bag’s style or size isn’t listed on your website. Can I request a custom insert?

We only produce inserts for the bag styles and sizes listed on our website. However, you’re welcome to email us your bag’s details (style, size, and interior dimensions) at customerservice@maitaicollection.com. We’ll check whether any of our existing inserts might be a suitable match.

 

I placed multiple orders. Can you combine the shipping?

Yes, if the initial order hasn’t shipped yet. To request combined shipping, please leave a note in the Instructions to Seller box at checkout, or email us at customerservice@maitaicollection.com. If your orders can be combined, we’ll refund any excess shipping charges to your card. Once an order has shipped, it can no longer be combined.

Can I change or cancel my order after it’s been placed?

To request an exchange, please check availability on our website and email us as soon as possible. If your order hasn’t shipped yet, we’ll make the requested changes and adjust the pricing if necessary.

We are unable to modify orders to include custom shapes, dimensions, or inserts for unsupported bag styles or sizes. In such cases, we’ll contact you to confirm your original order or process a cancellation and refund.

For cancellations, please note that credit card and platform fees from the original transaction will be deducted from your refund.

 

My country isn’t listed at checkout. Can I still order?

If your country isn’t shown in the shipping menu at checkout, we typically don’t offer delivery to that location. However, you can contact us at customerservice@maitaicollection.com to explore possible DHL shipping options.

If you bypass this by selecting a different country at checkout and then request delivery to an unlisted destination, your order will be cancelled and refunded—minus credit card and platform processing fees.