FAQ

General

Do I need an account to shop at Mai?

No, you don’t need an account.
However, if you do make an account it’ll be easier ordering the next time since your information will fill in automatically. You’ll also be able to look into your order history.

I’m having trouble getting access to your website or buying products.

If you’re having trouble accessing our website, please make sure your device is running on the latest update of your operating system. May it be you’re still undergoing problems, please contact our customers support. We’ll be happy to help you.

I’ve found a product that is no longer in stock.

We try to keep every product in stock but it can happen that some products get sold out. Please keep an eye on the store to make sure you don’t miss out on future restocks.

How to take care of my backpack?

To extend the life of your bag you should use soft brush and lukewarm water. Do not wash, do not tumble dry, do not bleach, do not iron, do not dry clean when taking care of you backpack. For further cleaning instructions, please refer to the washing labels inside your backpack.

Why does my packaging box look like it has been used?

We try to do everything we can to be as sustainable as possible, not wasting any material or litter with harmful chemicals. For instance, we use canvas bags instead of plastic to protect your backpack from getting scratched inside the box while it’s out for delivery.
If someone returns their backpack, we want to reuse the box that we originally sent out. This means that in some cases you could receive a box that doesn’t look up to standards, but keep in mind that it’s all for a greater cause!

Can you send me a catalog?

We do not produce a printed paper catalog for consumers. You can view all the current Mai products on this site.

‏‏‎

Orders & Refunds

I just placed an order, can I still cancel or adjust it?

If you received a confirmation email you can’t adjust the order anymore. However, you can try to contact us as soon as possible to cancel the order. We’ll try our best to help you, but we do not guaranty we’ll be able to cancel the order if you already received an email that the order has been sent. If you want to return the package, please go to our Returns & Refunds page for more information.

I am waiting for my refund

Please keep in mind that the process of returning a product can take up to 3-4 weeks. Returns will arrive at our warehouse in about 7-12 business days after you sent it out (Please be aware of a longer delivery time during the holidays).
Checking the return criteria and transferring back your money to your account will require 5-10 business days. The amount will automatically be refunded to the same card as used when placing the order.

How can I return my order?

If for some reason you want to return your product(s), we want to make this process as simple as possible for you. Since it’s neither as fun for you as for us.

Please make sure you meet the following criteria:
- The return is initiated within 30 days of your date of order.
- The product is unused and undamaged.
- All labels are still attached to the product.
- The packaging box is not torn.
- Shipping back to our warehouse is at the customers own cost.

Did you check all of the above? Great! Let’s walk you through the steps.

- Contact us via info@mai-bags.com, please make sure to copy the following text and fill in the blanks.

“I’d like to return something, my order number is [your order number]. I want to return [name of the product(s)].”

- You’ll receive a return label via email. Instructions about where to put the label on the box and how to send it back will be added to the email.

- It’ll take 7-12 business days for your returned package to arrive at our warehouse.

- We will check the return criteria and transfer back the money to your account. This will require 5-10 business days.

I'm missing an item from my order

If you ordered 2 or more backpacks it could happen that they arrive at your door a separate day. This is because we pack our backpacks in separate boxes. Don’t worry! All the products you ordered will arrive within the given delivery time

If for some reason your package hasn’t arrived within one week after the given delivery time described on the Shipping page, please contact our customers support.

I received the wrong order

Well, this is awkward… But let’s make this right!

Please sent us a photo of the product you received together with your order number and we’ll get you sorted.

When will my order arrive?

To see when your order will arrive, please refer to the Shipping page. If for some reason your package hasn’t arrived within one week after the given delivery time described on the shipping page, please contact our customers support.

I haven’t received my order confirmation

If you haven’t received your order confirmation it could be due to different reasons, described below.
- Your order has not been confirmed yet. Bear with us, we are working on it!
- Your confirmation went to your spam folder
- Your email address was misspelled

If you haven’t received your order confirmation within 24 hours, please contact our customers support.

I am having trouble tracking my order

The order tracking is powered by our shipping company, please contact the shipping company for more information.

I need to change my order / shipping details

If you received a confirmation email you can’t adjust the order anymore. However, you can try to contact us as soon as possible to cancel the order. We’ll try our best to help you but we do not guaranty we’ll be able to cancel the order if you already received the confirmation email.

If we are not able to help you out, you can try to contact the shipping company.

I have placed an order during sale, can I return my order?

Yes, you can return your products purchased in the sale and the full amount of your order will be refunded.

‏‏‎

Payments

My payment has been declined.

A payment can be declined because of various reasons. Please check if you filled out your information correctly. If you’re using a credit card, make sure the type of credit card, the expiry date, the name and security code is correct.
If you’re still having trouble, please contact our customers support.

Do I have to pay customs?

If you order products from our website for delivery to an international destination, your order may be subject to import duties and taxes once a shipment reaches your country. You will be responsible for payment of any such import duties and taxes. We cannot change or predict what these charges will be. Every country has different regulations over different kind of products. You must comply with all laws and regulations of the country in which you are receiving the product. We will not be liable or responsible if you break any such law.

‏‏‎

Sponsorships

How do I become an ambassador?

So you want to become an ambassador for Mai Bags? That’s amazing! We love to see your interest in our brand and the charities we support. We are working very hard to reach as many people as possible, as an ambassador we expect you to do the same. In return, you will receive free products and get commission earning potential. With your help we can save the nature and spread the word.

Please visit the become an ambassador page for more information

Does Mai sponsor events?

At this point, Mai has not sponsored or hosted any events yet. But we are always open to new ideas! If you’re interested in inviting Mai at a event please contact us by email: info@mai-bags.nl