What countries do you ship to?
We ship worldwide. Please be aware that additional customs charges or fees may be payable upon collection of your order. Customs charges or fees are not included or covered by ByMaay and are the responsibility of the customer. For more information, please contact your local customs office.
I made a mistake when entering my address, can this be amended?
If you need to update your shipping address, please reach out to us as soon as possible at email@example.com, and make sure to include your order number along with the correct address. In the event that your order hasn't been processed yet, we'll make every effort to intercept it before it's shipped. However, if it has already been shipped, you will need to get in touch with AusPost to organize a redirection.
Can I cancel my order?
In order to ensure fast delivery times, our warehouse processes orders very quickly. As a result, we cannot guarantee that orders can be cancelled or edited after they have been placed. If you need to modify or cancel your order, please contact us at firstname.lastname@example.org with the subject line "cancel" and your order details as soon as possible.
If you order has already been shipped, unfortunately you will not be able to cancel it. However, you can return the items to us if they comply with our returns policy guidelines.
What forms of payment do you accept?
We accept the following payment options: Visa, Mastercard, AMEX, Afterpay, ZipPay, LayBuy, ApplePay, GPay, ShopifyPay.
What is a pre-order and how does it work?
By placing an order for a product during the pre-order period, you can reserve an item that is currently sold out and secure it before the live restock. It's important to note that the wait time for pre-order items is approximately 6-8 weeks, but this timeframe is subject to change. Please be aware that pre-order stock can sell out quickly.
Orders including currently available and pre-order items will be shipped together once all items are available.
You will receive a confirmation email as soon as your order is shipped.
Keep an eye on your inbox for email updates regarding your order.
ARE YOUR PRODUCTS SUSTAINABLE?
Our goal is to create fashionable products that are in line with current trends, while having a reduced impact on the environment and remaining accessible to everyone. To learn more about our mission, please visit the product pages where you can find detailed information for each product.
Why haven't I received a confirmation email?
If you haven't received any communication from us, please start by checking your spam folder and verifying that our email address (email@example.com) is on your email provider's safe sender list. If that doesn't solve the problem, please contact us as there may be an issue with the email address you provided.
How do I contact bymaay to report a problem with my order?
Feel free to contact us via email at firstname.lastname@example.org and one of our Customer Care Ambassadors will respond within 2 business days. Alternatively, you can reach us during business hours through the live chat option available on our website.
Will I have to pay import duties or taxes?
AUSTRALIA - All orders are dispatched from our Australian Warehouse so there will be no customs fees.
INTERNATIONAL- Some countries may incur customs fees upon delivery. Unfortunately, ByMaay takes no responsibility for these charges as they are decided and charged by your local customs office.
How do I track my order?
Your order can be tracked via the link in your shipping confirmation email. If you’re having trouble viewing this, please email us at email@example.com.
What is your return policy?
In the unlikely event that you receive a faulty or damaged product, you can return your order within 30 days of purchase for a speedy replacement. Please note, that returns must be with all tags and in the original packaging. Please be advised that we do not provide shipping labels or cover postage for 'change of mind' purchases.
You can always contact us for any shipping or return question at firstname.lastname@example.org.
Once your return is received, please allow up to 5-10 business days processing time for our team process the return.
Please make sure to enclose the return form, which will be provided to you by our team, in your parcel when sending it back to us.
My BYMAAY parcel is lost, what do I do?
Our shipping timeframes are based on business days and do not include weekends or public holidays.
If your delivery has taken longer than the expected shipping timeframe, we suggest that you contact the courier handling your parcel to see if they have any additional information that may not be displayed on the tracking link. It's possible that your parcel is waiting for collection at your local post office.
In case the courier cannot locate your parcel, please don't hesitate to contact our Customer Experience team at email@example.com for further assistance.
My parcel says delivered but it's not?
In case your package shows as "delivered" but is nowhere to be found, we suggest that you search your property thoroughly to see if it's been placed in an inconspicuous location. It would be helpful to check all entry points, including around the garage, and inquire with anyone residing with you or your neighbors if they may have received the package on your behalf.
If the package remains unlocated after these efforts, we recommend contacting the courier that handled the delivery or your local post office for further assistance. If your package is still missing even after you've reached out to the carrier, please email us at firstname.lastname@example.org and we'll do our best to help trace the parcel.
Please keep in mind that we cannot be held liable for lost or stolen parcels, so we cannot issue refunds for lost packages and may not be able to send a replacement parcel.
What if my parcel or product is damaged?
If your package sustains damage while in transit, please inform us within 7 days of receiving the package by emailing us at email@example.com with clear photographs of the products and the condition of the parcel. We will investigate the damaged package and may replace the damaged items accordingly.
MY TRACKING HAS UPDATED TO "DELAYED", WHEN WILL MY PARCEL BE DELIVERED?
You can be assured that your package is still in transit and that the courier is making every effort to ensure it arrives on time. However, please bear in mind that factors beyond our control, such as local COVID-19 disruptions, flight delays, or unexpected weather conditions, may impact the delivery timeline.
If you haven't received any tracking updates six business days after the shipment, please contact us at firstname.lastname@example.org, and we'll work with the courier to investigate further.