Frequently Asked Questions (FAQ)

If your question is not listed, please contact us at info@mayalla.com for further assistance.

Shipping Policy

Mayalla offers Free Shipping to the USA to orders over $100 and Free Shipping to the rest of the world in orders over $250.

The rates are the following:

All orders are processed and shipped as fast as we can from the date/time they were placed. During very busy seasons and major launches, the shipment can take longer. We'll do everything we possibly can to get your items to you and if you have any questions, we're happy to answer all of the above when you email info@mayalla.com.

Where are my items?

We take up to 3 business days to process your order
It takes between 5 and 7 days transit time for your order to be delivered
Sometimes it can take up to 2-6 weeks for your custom order to be processed

All orders have tracking number that we provide when the products are in transit.

We will send you the tracking number so you can verify the status of your order.

Mayalla is not responsible for all import and customs fees associated with their country. If you need a special accommodations, please leave contact us at info@mayalla.com.

Mayalla is not responsible for any lost or stolen packages. Please be aware of your shipping address, we are not liable to give you a refund if your provide us with a wrong data.

If you never received your package and it says it was delivered please contact your local post office with the tracking number that you received when purchasing and they will further assist you.

Return and Refund

MAYALLA will accept, for return, orders that contains a mistake, we will process the request at no additional cost. We take responsibility for our actions.

Take note that all the products are handmade be aware that the finish of our products is not always perfect.

If you want to return a product for any other reason, you have 15 days from the day the merchandise is delivered. A 15% restocking fee will be charged to all returned orders. The items must be returned new condition, unworn, unaltered, free of damages, with all Mayalla tags still attached and must be in their original packaging in order to receive a refund.

All the expenses of shipping and handling of the items are not refundable. The customer is responsible for return shipping.

If you need to return an item: Email us at info@mayalla.com to see your case and give the green light for a return approval. Please add your name, order number in the subject of the email.

Card refunds may take up to ten business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

MAYALLA is not liable for unpaid customs fees or returned items.

Anything purchased on the site using a promo code or purchased on sale will be considered a final sale item and will be non-refundable and non-exchangeable.

MAYALLA RESERVES THE RIGHT TO DENY THE RETURN IF IT DOES NOT MEET THE COMPANY RETURN POLICY REQUIREMENTS.

How can I pay for my purchases?

DEBIT OR CREDIT CARD

Visa, MasterCard, American Express, Discover or Diners. Payments with debit cards will be charged in real time.

PAYPAL

To pay via PayPal, select this payment method and click on 'Confirm payment'. You will then be redirected to the PayPal website to proceed with the payment.

The items received are incorrect . What should I do?

Please contact us at info@mayalla.com as soon as possible so we can fix it.

Do you do wholesale?

Yes. Please contact us at info@mayalla.com for more information.

Are the items included in the shopping basket reserved automatically?

No, including an item in the shopping basket does not reserve it or guarantee its availability.

Can I cancel or change my order?

If you wish to change your order please send an email as soon as possible to info@mayalla.com. We will make every effort to accommodate your request, however, our order fulfillment process is designed to get the order to you as quickly as possible, we CANNOT guarantee we will be able to change an order once it has been placed. This includes but is not limited to: change of address, combined shipping, switching out inventory, adjusting quantities.

My package never arrived or I never received my item. What can I do?

We provide a tracking number with each order and we are happy to help follow up with the courier. However, Mayalla is not responsible for lost or missing packages and we cannot replace items once a tracking number is provided.

I received my product and am unhappy with my purchase. Can I get a refund?

All the expenses of shipping and handling of the items are not refundable. The customer is responsible for return shipping.

Are your products Handmade?

All are products are Handmade by artisans. Including, carpets, straps, handbags, wallets, pillow cases, etc.

Some fabrics can take up to 3 months to create 100% by hand. If you see see loose threads are common due the methods of fabrication. We recommend not to pull them, use scissors to cut any loose strings. You can read more in our Blogs section.

All our products use real leather and fabricated by hand. Our leather is tanned without the use of harmful chemicals . Its color can alter when exposed to sunlight.

It is important to know that no leather bag is the same.

The leather used in our products will not stay flawless and smooth, irregularity in color and texture are part of this leather, like scratching.

Are my products unique?

Yes, all the products you acquire from Mayalla are unique. All our textiles are wave by hand. You will find some similarities if they come from the same town, but because of the weaving technique used there will never be two exact same textiles. The leather we used as well varies from product to product.

So we assure you that you will not find any bag or accessory similar to yours.

THE LEATHER ON MY BAG CONTAINS SOME IRREGULARITIES LIKE SPOTS, SCRATCHING OR IRREGULAR COLORS THROUGHOUT THE BAG?

The leather used is tanned without the use of harmful chemicals, the highest quality and genuine. These irregularities are organic making your accessories or bags more unique.

Do you ship worldwide?

Yes, we do!

You will find the prices on Shipping Policy page or when you are paying for your products. Please be aware that customs and duties taxes may be charged and are determined by the destination country upon arrival. These are not included in your shipping costs or the products.

Is Mayalla camera strap gonna fit in my camera?

All the camera straps are send with metal rings that can attach to most of the cameras. We have used them for DSLR cameras, Mirrorless, Point and shoot, etc.

Will the straps support my equipment?

We shipped some metal rings with all our straps, but you can find stronger ones if you are unsure. Some of our customers have used the straps with DSLR cameras and they have had no problems. But again used it at your own risk, we are not responsible for any faulty pieces.