Our policies


All available items are dispatched within 1-2 business days of ordering. Orders placed Friday to Sunday are shipped on the following Monday.

You can choose between two delivery methods:

1) La Poste (Standard Postal Service): international airmail service. Your order will be delivered through your local postal service. Tracking is limited to drop-off and delivery dates only.

2) Colissimo/EMS (Priority Mail Express Service): The package is delivered by an EMS partner, which in most countries is the Priority Mail Express service of the their Postal Service network. You can find out more here https://www.ems.post/en or google "EMS + your country". You'll receive a tracking number per email once your order is dispatched. In case your package is not delivered in the estimated time-frame please notify us immediately: customerservice@maitaicollection.com

The delivery time and cost for both services are indicated in the shopping cart during check-out. Please note that the delivery time frames for both services are indications only. The actual delivery time depends on the speed of your local postal services and varies from country to country. Delays may occur if parcels are held up for inspection by local custom offices (applicable to non EU residents only), postal strikes, etc.

If you are located outside the European Union: Import duties, value added tax or purchase tax may or may not be charged by your country of residence. These are not included in the item price or shipping cost and are the buyer’s responsibility. If you do not know how much, if any, import tax you might have to pay please check with your local tax authorities. Some countries may have restrictions on the import of certain goods or materials. Please make sure to check the importation rules of your country before placing an order.

Returns/Exchanges/Failed deliveries - GENERAL

These incidences are rare, but if a mistake has been made on our side we will go out of our way to put it right as soon and as best as we can. The buyer will of course be compensated for all costs involved in the return of a wrong/wrongly sent out order.

However, if the buyer has entered a wrong delivery address, changed his mind about an order after it has been shipped, or failed to pick up the parcel (therefore causing it to be returned to MaiTai Collection), all costs involved in the return or re-sending of the order will be the responsibility of the buyer. We are sorry for the strictness of this policy, but for a small company it is not possible to compete with the free return shipping/free shipping policies offered by large/multinational companies or to compensate for errors on the buyer’s side. To work return costs into the product prices would be unfair to everyone else.


If you wish to cancel your order and return your item(s) for a refund, you need to contact us via email at maitaicollection@orange.fr within 14 days of receiving the item(s). All items must be returned within 14 days of having informed us about your decision to cancel your order. We can only accept returned items that are unused and in pristine condition. Please make sure to use a sturdy shipping box to ensure safe transport. Shipping charges are non refundable, and the return shipping charges are the buyer’s responsibility unless the return is necessary due to an error on our part. This policy conforms with the EU consumer policies on guarantees and returns

The responsibility of a possible loss, damage or theft of a returned item during transit is with the buyer. We therefore recommend sending return items insured.

On receipt of the returned item, or items they will be inspected, and as long as they are in their original packaging material and in unused condition, the purchase price will be refunded within 1-2 business days to your credit card or PayPal account.

If you are located outside the European Union: Please make sure to fill out the custom declaration exactly as it was filled out when you received the package.

Combined shipping

If you place multiple orders and wish to have the shipping combined, please let us know by adding note to the 'Instructions to seller' box at the check-out process, or send an email to: maitai@maitaicollection.com If the order(s) you placed first have already been dispatched, the subsequent order(s) will be shipped separately.


If the delivery of an order does not correspond with the ordered item(s) or if the item(s) are faulty, you can ask for a replacement or refund of your order. If you choose a replacement, the costs of returning the wrong or faulty item(s) will be refunded back to you by MaiTai Collection. The correct item(s) will then be sent out within the shortest possible time frame free of charge. However, if the reason for the exchange is a change of mind by the buyer, all involved shipping charges (for the return and sending out a replacement) will be the buyer's responsibility.

Failed deliveries

If an order could not be delivered because the buyer has entered an incomplete/incorrect delivery address during checkout or the creation of a customer account, the cost of a second delivery will be charged to the buyer.

If an order can't be delivered because no one is present at the delivery address at the time, the postal serviced or courrier company will leave a notification asking you to contact them to schedule a re-delivery, or to pick up your parcel at your local post office. If the buyer fails to respond/take action the parcel will be returned to France. The cost of a second delivery will be charged to the buyer.


A non-receipt of an order must be communicated to customerservice@maitaicollection.com at the very latest within two months from the date your order was dispatched. La Poste/Colissimo will not investigate, or accept claims after 60 days, and therefor we won't be able to assist, issue a refund or re-send your order after the two month period has lapsed.

Transport damage

If the box containing your order has been damaged during transport and your order/part order  spoiled, please take pictures of the unopened damaged box as well as any damaged item(s) and send them to: customerservice@maitaicollection.com
We will replace all damaged items without cost, or credit the purchase price back to your card, as you prefer.

Countries we don't ship to

If you don't find your country in the drop-down menu it means that we do not ship to your location. If bypass this by entering your delivery address but change the country to one on our list and then instruct us to delivery to your country, your order will be cancelled and refunded. The credit card and platform fees that have been charged to us for the transaction will be deducted from your refund.

Order modifications

Our inserts cannot be customised.They can only be ordered in the size/style/color offered on our website.

If you would like to exchange an insert after having placed your order, please check that the insert you prefer is available on our site, and let us know immediately  via email  customerservice@maitaicollection.com If your order has not already been shipped we are happy to make the exchange. Price adjustments will be made via a credit or debit to your card applicable. 

If you request a customisation after placing your order, or if you instruct us to ship an insert for a bag style/size that we do not offer instead of the one that you ordered, we cannot fulfil your order. We will contact you via email and you can either confirm your original order, or request a cancellation and refund.

In case of a cancellation the credit card fees and platform fees that have been charged to us for the original transaction will be deducted from your refund.