FAQ
How do I order the right size?
Each product page has a size guide button. Click on that button and you'll see the measurements. Place your order according to your own measurements.
What are your products made of?
Each product may have a different composition. Please check the product page and read the "Product details" section.
Where are your products made?
We work with carefully selected suppliers in Istanbul. All elements come together in an atelier where skilled workers create our cool MAHWÉY products.
Our atelier doesn't use child labour, they pay the legal minimum wage and provide a good health insurance to their employees.
What does sustainability mean for MAHWÉY?
A lot! We've created a different page to tell you more about what we stand for. Click here.
My question isn't in this menu, what now?
Feel free to email us at info@mahwey.com.
We'll get back to you within 2 working days.
Why do I need an account?
There are different reason why you need an account:
- To place an order
- To see your order status
- To put in a return request
- To add items to your wishlist
- To see your order history
There's a problem with my account, what now?
Feel free to email us at info@mahwey.com.
Describe the problem and don't forget to mention the email address you've used.
We'll get back to you within 2 working days.
How can I pay for my order?
You can pay through Visa, Mastercard, American Express, Apple Pay, Google Pay, iDeal, Klarna, Maestro, Shop Pay and Union Pay.
How can I be sure that my payment details are secure?
Protecting your personal details is of utmost importance to us. We follow the Payment Services Directive (PSD2), which is a European law that regulates your payment data. This means that only your bank or creditcard company can see your payment details.
MAHWÉY only sees if an order has been succesfully paid and how it's been paid.
How do I use a discount code?
At check out there's an option to enter a discount code. The discount will be deducted from the total amount.
Please note that only one discount code can be used per order.
Is there a minimum order amount?
No, we don't have a minimum order amount.
Can I change my order after payment confirmation?
If your order hasn't been handed over to a delivery service yet, we can change your order. Please email us as soon as you can on returns@mahwey.com by:
- Putting your order number in the title
- Describe the change you would like
Can I cancel my order?
You can if your order hasn't been handed over to a delivery service. Please email us as soon as you can on returns@mahwey.com by:
- Putting your order number in the title
- Request for your order to be cancelled
In that case we'll refund you your money.
My question isn't in this menu, what now?
Feel free to email us at info@mahwey.com.
We'll get back to you within 2 working days.
How much do you charge for shipping?
As long as we have free shipping you don't have to pay for shipping. But normally our rates are:
- Within the Netherlands: € 4,95
- Within the EU zone: € 12,95
- Outside the EU zone: € 19,95
What shipping options do you provide?
You can see the different delivery options at check out.
Standard deliveries within the Netherlands take 1-3 business days to deliver.
Express deliveries within the Netherlands take 24-48 hours to deliver.
Pick up at a delivery point can take 1-3 days before it's ready to collect.
Please note that these are indications and there's always a possibility that it may take longer.
Do you ship internationally?
As of right now, we don't. We only ship within the Netherlands.
What happens when I'm not home at the time of delivery?
That depends on the delivery service's terms, but you'll get a notification if your package is delivered at your neighbor, if they'll try again later, or that you can collect it at a delivery point.
Can you deliver to an address of my choice?
Yes, during check out you can fill in the delivery address. Make sure you put in the right address if it's different from the billing address.
Where can I see if my package is on its way?
You can check the status through My account.
My question isn't in this menu, what now?
Feel free to email us at info@mahwey.com.
We'll get back to you within 2 working days.
How much time do I have to return a product?
You have 14 days to return your package. This starts from the moment the package is delivered at your address, your neighbors address, or the pick up point.
What if I received a damaged product?
Please email us as soon as you can on returns@mahwey.com by:
- Putting your order number in the title
- Describing what the damage is
- Add pictures of the damage
We'll immediately come up with a solution. We may ask you to return the damaged product (without a return fee of course).
How do I create a return request?
Log into your "Account", find your order and select "Request return".
How much does a return cost?
Returns are free or charge. Just follow the instructions after your request has been processed.
What's the return address?
You can return your items to:
MAHWÉY
Open Air Spaces
Rode Zand 80
4th floor, room 410
3011 AN Rotterdam
The Netherlands
My question isn't in this menu, what now?
Feel free to email us at returns@mahwey.com.
We'll get back to you within 2 working days.
How long does it take before I receive my refund?
That depends on your bank, but the moment we process your return successfully, you should see the refund in your bank account within 10 days.
How will my refund take place?
We'll refund you your money the same way you've paid.
My question isn't in this menu, what now?
Feel free to email us at returns@mahwey.com.
We'll get back to you within 2 working days.