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Exchanges and Returns

We are tightening our exchange and return policies | May 2022

Dear customers, we know you shop with us because you care about people and planet - as well as our beautiful clothes. And our small business loves you for that!

We also know we cannot offer the same return policies as fast fashion companies or large brands, and with good reason. Over the years we have been as accommodating as we could be, even when something wasn’t quite meeting the terms of our policies.

However a combination of increased returns and rising costs of everything (postage, packaging materials, fabrics, labour, marketing) is making it hard for us to stay afloat, let alone continue to do so.

All our policies remain unchanged, we will however enforce them more tightly.

Some key points we will be stricter on:

  • No refunds or exchanges after 14 days. Store credit at our discretion.
  • If an item comes back to us due to an incomplete / incorrect address, or because it hasn’t been claimed or collected within the timeframe, we will issue a credit note for the item, minus the shipping costs. You can request we post the item again, after having paid the correct postage fee. No refunds.
  • If items come back with stains, odours or perfumes, make up or heavily crumpled, so that they need cleaning, steaming or handling, a £15 handling and cleaning fee will be deducted from the refund / credit amount. 
  • If an exchange is requested and free shipping was applied on the original order, should the second item come back too, the second postage will be deducted from the credit amount.
  • Last chance to buy, outlet or yearly sales are eligible for store credits 

    Online Orders

    We hope you love your Mayamiko pieces, however we understand that occasionally you might want to return your items for an exchange or a refund.

    We accept exchanges and returns on all online orders, with exclusion of those made to order, earrings for hygiene reasons, or from the Outlet/on Sale / marked as Final Sale - further details are set out in the paragraph below 'Sale Items and Special Promotions'

    There are also no refunds on Gift Cards and sale codes do not apply to Gift Cards.

    For products purchased in store, whether at our showroom or a pop-up, we offer the option of an exchange or store credit. Store credits are valid for 6 months from the date of issue. 

    Please make sure you read this information and follow the steps below in full before sending your items back. 

    Sale items and special promotions

    Only regular priced items may be refunded, Sale items, our twice-yearly sale or outlet/last chance to buy items cannot be refunded; we will gladly offer a store credit. Store credits are valid for 6 months from the date of issue. 

    Items purchased with the welcome code 'FRIENDS10!’ are not considered sale, and therefore will be refunded / exchanged as non-sale items.

    Customer Care

    We love to hear from you and work hard to answer your questions fast - the best way to reach us is by writing to We do our best to get back to you within one-two working days.

    As a very small team, please note that we don’t have customer care coverage over the weekend, so if you write to us on Saturday or Sunday, your email will be picked up on Monday. Many of you like to get in touch with us by FB messenger, Instagram or Twitter DMs, we love that too! Please be aware that we are not able to offer customer support on social media. The fastest way to get your query looked at is by writing to to us on


    Our policy lasts 14 days for exchanges and returns. If 14 days have gone by, unfortunately we can’t offer you an exchange or refund.  To be eligible for a return, you must have notified us by email and provided proof of return postage within 14 days.

    Your item must be unused (no photoshoots please!) and in the same condition that you received it. It must also be in the original packaging. If items have make-up or deodorant stains, or perfume, or should the items not meet the return conditions in any other way, we reserve the right to charge a professional cleaning and handling fee of £15 which will be deducted from the refund amount.

    To complete your return, we require a receipt or proof of purchase.

    Please do not send back your return without notifying us by email. We operate from a shared warehouse and the notification is vital to avoid delays or issues with your package. if you don't let us know your package is coming, we may not be able to find it promptly and it may be destroyed. 

    Should a package be returned to us because you failed to collect it within the timeframe set by the local postal service, or because you provided an incomplete / incorrect address, upon satisfactory inspection you will be able to request that it is sent you again by paying for the new postage, or to request a store credit. In the UK, Royal Mail will keep a package for 18 days from the first attempt of delivery, and it is your responsibility to collect it within the given timeframe. 

    Again, as we operate from a shared warehouse, if products are returned to us from the postal service with no notice, there is no guarantee that we will be able to locate them. We will of course do our best to help you out! 

    International / Brexit 

    Please take care to read the additional return instructions below under the paragraph 'Returns from outside the UK including EU' if you are returning from outside the UK. 


    If you wish to exchange your item, please notify us first at and then send the item/s to the address below. If free shipping was applied to the original order, and the exchange is returned too, the second postage will be deducted from the credit amount. 


    If you wish to receive a refund, please contact us by email. Please take care to read the additional return instructions below if you are returning from outside the UK. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

    Items faults

    All of our items are of artisanal nature, and therefore imperfections, small inconsistencies, faults and errors are part of what makes the products so unique. Should you however encounter a major fault in one of our products, please contact us at quoting your order number and including an image of the fault if possible. We will gladly arrange a replacement if possible or a refund for you. 

    Made to Measure/ Made to Order

    We cannot accept refunds or exchange requests on 'Made to Order' items, unless they carry major production faults. Custom made items are made to order especially for you and we take extra care to ensure all your measurements are correct, and that you have fully approved the fabric and size selection. Should the item carry a production fault that can be corrected without compromising the integrity of the garment, Mayamiko will endeavour to repair it at no additional charge.

    Late or missing refunds 

    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.If you've done all of this and you still have not received your refund yet, please contact us at

    Sale items and special promotions

    Only regular priced items may be refunded, Sale items, our twice-yearly sale or Outlet items cannot be refunded; we will gladly offer a store credit. Store credits are valid for 6 months from the date of issue. 

    Items purchased with the welcome code 'FRIENDS10!’ are not considered sale, and therefore will be refunded / exchanged as non-sale items.

    Shipping back your items

    To return your product, you should mail your product to:

    Mayamiko c/o Mail Out

    27a Deane House

    Greenwood Place

    NW5 1LB, London UK 

    You will be responsible for paying for your own return costs and any customs costs incurred. Shipping costs both directions are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    When shipping an item you should use a trackable shipping service or purchase shipping insurance. We can't guarantee that we will receive your returned item and we are not liable for loss by postal service. 

    Providing us the tracking information is helpful so we can keep an eye on your return.

    IMPORTANT NOTE: Returns from outside the UK including EU.

    If you are returning an item from outside of the European Union, please ensure this is marked clearly and visibly on the package as 'RETURNED GOODS'. This is a requirement by the UK tax authority (Notice 236 Section 4.4) to ensure returns get through smoothly. Failure to mark the package as 'RETURNED GOODS' may cause delays and incur custom duties for which Mayamiko cannot be held responsible. 

    If you are returning from the EU, please ask at your local post office for the new custom declaration forms to ensure your return is process without delays after the UK leaves the EU 

    Your statutory rights are not affected by our returns policy.


    Covid 19 Update 

    If you need to return an item during this time, please follow the usual process of contacting us by email first at Our warehouse is currently operating a limited service, and we will provide you with the required information to safely return your item so we can process any refunds speedily. 

    Should it be required, we will work with you to ensure your safety by providing an extended return window, however we need to have received email notification about your return within the standard 14 days and an extension to our return policy needs to have been agreed within the same timeframe. 

    All our other terms remain unvaried.


    Face Masks

    Returns of face masks are not accepted for hygiene reasons. 

    Masks come in different sizes so please check the measurements before ordering, or feel free to email us if you are unsure about size. We will not be able to offer refunds or exchanges on masks. 

    Masks are non-medical grade and care instructions must be followed. Should a mask be faulty in any way, please let us know by emailing with a picture of the fault, and we will get back to you within 48 hours. 


    Right to Cancel (EU Customers)

    In addition to our returns policy, if you are a customer in the European Union you have the right to cancel your contract with us within 14 calendar days from the day after the date you received your order. This right does not apply to the following items: (1) items that have been sealed for hygiene reasons (e.g make-up, underwear, swimwear or pierced jewellery) if the seal has been broken; (2) CDs and DVDs if the seal has been broken; and (3) items that have been made to the customer’s specification or that are personalised. You will be responsible for the cost of returning a cancelled order to us.

    To exercise your right to cancel please log your details as normal using the online return system.

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