RETURNS
>> Please download and fill out the Mahiya Return Form for all return items <<
RETURNS POLICY
CAN I CHANGE MY ORDER?
As our warehouse starts processing orders immediately after they are placed, we are not able to make any changes or cancel orders once they are placed.
RETURNS:
Changed your mind? Don't stress we are here to help.
We want you to be completely satisfied with your online purchase so If you change your mind for any reason, we’ll gladly accept the return in exchange for a credit note. The customer is responsible for covering the cost of the shipping back to Mahiya.
Please note, Mahiya does not refund due to change of mind or if an item does not fit as desired or how you expected it to. Please check the measurements on each product.
- items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached in the original packaging within 7 days or receiving the item.
- if you are returning an item that qualified for free shipping your credit note will be deducted by $9.95 , covering the cost of the free shipping you originally received.
You will need to cover the postage to send it back to us and include the returns form. >> All returns must be sent to 32 Acacia Grove Woodwark, Qld 4802, with the above Exchange & Return Form <<
All items are thoroughly inspected before dispatch to ensure a high level of quality in the products you purchase from us.
Upon Mahiya receiving the items they will undergo a quality review and once cleared, you will receive a credit note/Gift card for the purchase price (excluding original shipping cost) directly to the email linked to your purchase. We endeavour to process returns as soon as they are received but please allow up to 5 business days for returns to be processed.
Mahiya is not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number. If you are returning an item that has a fault we will reimburse you $8 for shipping the item. If you choose to send express you will incur the extra cost.
WHAT IF MY ITEM IS FAULTY?
Our apologies if you have received an item that is not in perfect condition.
Please send us an email immediately at hello@mahiya.com.au with photos of the fault. We will meet our obligations under the Australian Consumer Law guidelines which states that if a product is found to have a minor fault a free repair will be provided. Feel free to jump on their website if you have any questions. We do recommend having the item repaired locally and Mahiya will reimburse you the amount.(Please keep your receipt as Mahiya will need a copy of this)
You may also choose to send the item back to Mahiya to be repaired. (Customer will be responsible to cover the shipping costs to have the item returned and posted back out ) We offer for yourself to have it repaired locally as it means less time that you will be without your Mahiya as the processing time will be longer ( 5 days for repairs) .
If the item cannot be repaired, we will happily replace the item if in stock or process a refund.
DO I HAVE TO PAY FOR SHIPPING MY RETURN?
Subject to our obligations under the Australian Consumer Law or similar legislation, for any return you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the return request, we recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.
All of our leather is dyed individually, so each product colour will vary from one to the next, making each piece unique! Please note that no two leathers are dyed the same, and colour variances can occur between each batch. Hide marks are not considered a fault.
HOW WILL I BE REFUNDED IF MY ITEM IS FAULTY AND CAN NOT BE REPAIRED?
Upon receipt of the items, they will be checked to make sure they meet the conditions above and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase.
We endeavor to process refunds as soon as they are received but please allow up to 5 business days for returns to be processed. We do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.
Mahiya Bags
Are your bags made with real leather?
Yes, Our incredible artisans handcraft each Mahiya handbag from ethically sourced leather, using pops of colours and unique designs to allow you to express yourself through your style. We use Ethically sourced cow, sheep and goat leather to suit each product. Each handbag is designed with functionality, along with style, at the forefront of our minds, resulting in the perfect accessory for every occasion.
Where are the bags made?
Each and every style is hand-designed in Australia and crafted by our talented team of local artisans in Bali, we love working with our gifted team of entrepreneurs on 'The Island of the Gods.'
How do I look after my leather?
Keep leather out of direct sunlight over long periods to prevent fading. We recommend using a leather protector spray or cream and conditioner to protect from accidental spills and cracking, and wipe any marks with a clean, damp cloth. Please read our Leather Care Tips & Tricks for more detailed information.
Purchase Mahiya Leather Cream here.
Are all bags the same?
Each piece of leather is ethically sourced and crafted by expert artisans, creating the perfect handbag for you each time. We understand the importance of individualism and freeing your spirit, which is why although our handbags can be similar, no two are ever exactly the same.
Is there payment plans?
We are very happy to be able to offer our lovely customers a buy now, pay later option on our site. Find out more information about how to sign up at https://zippay.com.au/ and https://www.afterpay.com.au
Shipping
How much does it cost and how long does it take?
SHIPPING - AUSTRALIA
Order over $250 receive Free Shipping.
Orders under $250 Flat Rate $9.95
Express Delivery Flat rate $12.95
Standard with Signature $12.95
Express with Signature $15.99
SHIPPING - INTERNATIONAL
$15 Flat rate to NZ (orders over $250 AUD to NZ receive free shipping)
$30 Rest of world, Australia Post 5-14 days delivery no tracking online or signature
$35 - $40 Express 3-7 day shipping -Tracked and signature.
USA, Canada & NZ orders over $350 AUD receive Free Shipping.
You will receive your waybill number which you can track online until delivery.
FREE LOCAL PICK-UP
For those located in or around Australia's Airlie Beach, free local pick-up of purchased items is allowed at our Showroom in Airlie Beach. Please note that we are open from 10am-2:30pm on Monday, Wednesday and Friday. The pick-up address is 32 Acacia Grove Woodwark, QLD 4802.
Please Note:
All orders will be shipped within 1-3 business days once payment is received. (During Sale Periods this can take up to 5 days to be shipped with high volumes of orders to be processed) Please allow 5-7 working days for your item(s) to arrive within Australia ( some remote areas may take longer) We use prepaid regular post satchels.
Items are inspected by us before dispatch. Once an item has been sent, Mahiya will no longer be responsible for goods shipped. If you require insurance, please send us an email upon purchasing.
Please make sure your shipping address details are up to date when ordering. Please check with your local post office if you experience problems during shipping. We do not refund for items lost in the mail. If you are experiencing problems, please follow up with Australia Post to lodge an enquiry. We will do our best to assist you.
Can I return my order?
Sure, you can return your order within 14 days of receiving your order to exchange or for a credit note. We do not refund for change of mind.
What if my item is faulty?
Our apologies if you have received an item that is not in perfect condition.
Please send us an email immediately at hello@mahiya.com.au with photos of the fault.
Is there local pickup?
Yes! For those located in or around Australia's Airlie Beach, free local pick-up of purchased items is allowed at our Showroom in Airlie Beach. Please note that we are open from 10am-2:30pm on Monday, Wednesday and Friday. The pick-up address is 32 Acacia Grove Woodwark, QLD 4802.
If you can't find the answer you are looking for email us at: hello@mahiya.com.au
