Frequently Asked Questions

 

What are the accepted payment modes?

We accept payment by VISA, Mastercard, American Express, Apple Pay and Paypal.

 

Why does the currency amount change at checkout?

We process all the orders in Singapore dollars (SGD) during checkout. While the content of your cart is displayed in the currency you have selected, the checkout will use the most current exchange rate to convert your currency to SGD and process the payment.

 

Can I change my order?

Once your parcels have been dispatched, we will not be able to redirect the orders. Hence, kindly ensure that the correct shipping address and order details are provided before payment.

 

Can I cancel my order?

If it has not yet been shipped, we can cancel your order – just email us at orders@maeso.co. However, we try to send orders quickly, hence it is not always possible to cancel your order once your parcels have been dispatched.

 

SHIPPING

 

For standard local shipments (in Singapore)

We provide complimentary standard delivery island-wide! However, please note that we will not be able to deliver orders to restricted areas in Singapore, such as Changi Airport, Jurong Island, and Jurong Port.

 

For international shipping

We ship worldwide! Shipping cost vary dependent on your location, package weight and selected delivery speed.

• For deliveries to United States and Hong Kong, any duties and taxes will be stated and prepaid at your checkout.
• For deliveries to other locations, customers will need to pay for all import taxes, duties and tariffs (if any) imposed, as per their country’s governing laws. Our logistics provider will contact you upon the parcel arrival, and inform you of the payment if necessary. An estimated duties and taxes amount will be stated at checkout for your reference.

 

When are the orders shipped?

Orders placed will be processed and dispatched within 1-3 working days upon payment.

 

I have yet to receive my parcels, what should I do?

Shipping can sometimes be delayed due to local Public Holidays or weekends. If your parcel does not arrive after the expected delivery date, feel free to reach out to us at orders@maeso.co.

 

What if I refuse the delivery?

Packages that are refused – and those that are not received by the recipient due to negligence on their part - will be refunded once received by our warehouse, less the shipping cost and any applicable duties and taxes.

 

 

RETURNS & EXCHANGE

 

What is your return policy?

All requests for return must be made within 7 days from the date of receipt of your order to orders@maeso.co. Simply email us the 1) return form here with your details filled and 2) attach a photo of item you wish to return. You will get a confirmation email once the return request is approved.

Once the return request is approved, you can ship with any carrier of your choice to the below address, but make sure to get a tracking number for your parcel so that you are protected in the event of loss during delivery to us. Please note that the costs associated with the returns are the responsibility of the customer.

 

All returned items must be in its original unused condition, with the original packaging intact. Items that show signs of being worn will not be eligible for return, and will be returned to you at your cost. Kindly note that returns without prior approval will not be accepted.

Upon receiving your parcel, an inspection will be done to ensure the item is in its original condition and your refund will be processed via the original method of payment. Dependent on the credit card company, it may take up to 2-10 business days for the refund to be applied to your account.

*For international customers, please mark your returned parcel as ‘returned goods’ to avoid being charged any additional duties.

*Please note that all promotional items and free gifts will not be eligible for returns and exchanges.

*Kindly note that vegetable tanned leather are organic in nature. As such, blemishes, uneven color tonality, veins and such imperfections are natural characteristics of leather, and not considered as a defect.

Are taxes, duties and shipping charges refundable?

All original shipping, tax and duties and/or handling charges are non-refundable. Return shipping charges are to be borne by the customer. We apologize for any inconvenience caused.

 

What is your exchange policy?

You can make an exchange by returning your order, receiving your refund, and then placing a new order at www.maeso.co.

 

I have received a defective or wrong product!

If you have received a defective or different product from the one you ordered, we’re sorry! Please notify us immediately within 48hours upon receipt of your order at orders@maeso.co with your order number and product photo and we will help ensure the right products get to you.