FAQ
Do you offer discounts or promos?
We believe in fair and honest pricing, ensuring that every customer receives the best price from the start. To maintain consistent prices for everyone, we don’t use discounts, promo codes, or coupons.
I don't see the fabric I want for the insert style and size I need. Can I make a special order?
If we have the fabric in stock, you can place a special order. The surcharge for this is 70 EUR, in addition to the price of the insert. Please contact customerservice@maitaicollection.com to discuss your special order.
Can I customise my insert by altering the shape or changing its dimensions?
Our inserts' shape or dimensions are not customisable.
Can I customise my insert by configuring the pockets differently?
Our inserts' pocket configuration is not customisable.
I don't see my bag style/size on your website for order. Can I make a special order?
We only make inserts for the bag styles and sizes offered on our website. However, you can email us (customerservice@maitaicollection.com) the details of your bag's (style/size/interior dimensions), and we will check if any of our existing inserts might fit your bag.
I placed multiple orders. Can you combine the shipping?
To combine shipping for multiple orders, please add a note in the 'Instructions to Seller' box during checkout or email us at customerservice@maitaicollection.com. If your initial order has already shipped, subsequent orders will ship separately. Otherwise, we'll combine shipping and refund any excess shipping charges to your card.
Can I modify my order after having placed it?
To exchange an item after ordering, please confirm its availability on our website and email us immediately at customerservice@maitaicollection.com. If your order hasn’t shipped, we’ll gladly make the exchange and adjust any price differences by crediting or debiting your card as needed.
If you request a customization after ordering or ask to ship an insert for a bag style or size we don’t offer, we’re unable to fulfill the order. We’ll contact you via email to either 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 does not appear in your shipping menu. How can I place an order?
If your country isn’t listed in the checkout drop-down menu, we typically don’t ship to your location. Please contact us at customerservice@maitaicollection.com to explore DHL delivery options.
If you bypass this by selecting a different country and later request delivery to an unlisted country, your order will be cancelled and refunded, with credit card and platform fees deducted from the refund.