Refund policy
Return & Refund Policy
At MAYA & MINE, every order is created with care, and many of our products are personalized or made especially for you. Because of the custom nature of our products, please review your order details carefully before completing your purchase.
Personalized & Made-to-Order Items
Because personalized and made-to-order products are created specifically for each customer, we do not accept returns, exchanges, or cancellations due to a change of mind, incorrect size selection, or customer-provided personalization errors once an order has entered production.
Please carefully review all names, dates, photos, spelling, colors, sizes, and other personalization details before submitting your order.
Damaged, Defective, or Incorrect Items
Your satisfaction is important to us. If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
Please include:
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Your order number
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A description of the issue
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Clear photos of the product and the issue
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Photos of the packaging, if the item arrived damaged
Once we review the information, we will determine the appropriate solution, which may include a replacement or refund, depending on the circumstances.
You will not be responsible for return shipping when we confirm that an item arrived damaged, defective, or incorrect.
Cancellations
Orders may only be canceled before production begins.
Because many of our products are automatically submitted to our production partners shortly after an order is placed, we cannot guarantee that a cancellation request can be accommodated.
Once production has started, the order cannot be canceled or changed.
Customer Personalization Errors
MAYA & MINE is not responsible for errors in information submitted by the customer, including incorrect spelling, names, dates, photos, addresses, sizes, colors, or other personalization selections.
If you notice an error after placing your order, please contact us as quickly as possible. We will do our best to help if production has not yet started.
Shipping & Delivery
Delivery estimates are provided as a guideline and are not guaranteed. Shipping delays caused by carriers, weather, customs, holidays, or other circumstances outside our control do not automatically qualify an order for a refund.
If your tracking shows your package as delivered but you cannot locate it, please contact the shipping carrier and then contact us so we can assist you with the next steps.
Lost Packages
If a package appears to be lost in transit, please contact us. We will review the tracking information and work with our fulfillment partner and/or shipping carrier to determine the appropriate resolution.
Refunds
When a refund is approved, it will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless the refund is due to an error on our part or a confirmed damaged, defective, or incorrect item.
Returns
Please do not send an item back without contacting us first. Returns sent without prior authorization may not be accepted.
Because we work with different production partners, the correct return location may vary depending on the product.
Contact Us
If there is a problem with your order, please contact us at:
Please include your order number and any relevant photos.
We genuinely care about every order and will always do our best to provide a fair solution when something goes wrong.
MAYA & MINE
Personalized Gifts & Jewelry
Intentionally Yours.