FAQ

Find answers to the most common questions about Maelle Brand below. If you need further assistance, our customer support team is always ready to help.

Shipping and Delivery

What is the delivery time?
Maelle Brand ships products directly from our trusted suppliers. After payment confirmation, your order is processed within a maximum of 2 business days and dispatched shortly after. The estimated delivery time is 7 to 14 business days from the dispatch date, and may vary depending on your location, carrier conditions, and any customs clearance processing. Your tracking number will be sent to your email once your order has been shipped.

Why does shipping take 7 to 14 business days?
Some of our products are sourced from international suppliers and shipped directly from their warehouses to your door. This means orders go through several logistics stages, including dispatch from the origin location, transit, and local distribution to your address. This model allows us to offer premium quality women's fashion at highly competitive prices. Every step of the process is fully trackable.

Do you ship internationally?
At this time, Maelle Brand ships exclusively to addresses within the United States. We do not currently offer international shipping. If you have questions about your delivery location, please contact us at contact@maelle-brand.com before placing your order.

What if my order is delayed?
While we do everything possible to meet the estimated delivery window, occasional delays may occur due to carrier conditions, high-volume periods, or customs processing. If your order has not arrived within 14 business days of dispatch, please contact our support team and we will investigate immediately.

Orders and Tracking

How do I track my order?
Your tracking number will be sent to your email within 1 business day after your order is dispatched. You can use this number to follow every step of your delivery directly on the carrier's website. We recommend checking your tracking every 2 to 3 days, as updates may take a few hours to appear in the system.

My tracking has not updated. What should I do?
It is normal for tracking to go without updates for a few days, especially during transit or carrier processing. If your tracking has not updated for more than 10 days, please contact our team at contact@maelle-brand.com or (646) 814-8923 and we will look into it for you.

Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at contact@maelle-brand.com or (646) 814-8923. Orders that have not yet been dispatched can be cancelled at no cost. If your order has already been shipped, you will need to wait until you receive it and then follow our return process as described in our Return and Refund Policy.

I placed an order but did not receive a confirmation email. What should I do?
Please check your spam or junk mail folder first. If you still cannot find a confirmation email within 2 hours of placing your order, contact our support team at contact@maelle-brand.com with your full name and the email address used at checkout.

Returns and Exchanges

What is your return policy?
You have up to 30 days after receiving your order to request a return, for any reason including change of mind, incorrect size, or dissatisfaction with the product. Items must be returned in the same condition as received: unworn, unused, with all tags attached, and in the original packaging.

How do I start a return?
Contact our team at contact@maelle-brand.com or (646) 814-8923 before sending any item back. Please include your order number and the reason for your return. Our team will respond within 2 business days with full instructions and a prepaid return shipping label. Items sent back without prior approval will not be accepted.

Who covers the return shipping cost?
Maelle Brand covers all return shipping costs for accepted returns within the United States. A prepaid return shipping label will be provided once your return request is approved. You will not be charged any fees for returning your item.

How does the refund work?
Once we receive and inspect your returned item, you will be notified by email about the outcome. If approved, the refund will be issued to your original payment method within 7 business days from the date we receive and approve your return. Please allow additional time for your bank or card provider to process and post the amount. If more than 10 business days have passed since your refund was approved and you have not received it, please contact us at contact@maelle-brand.com.

Do you accept exchanges?
We do not process direct exchanges. The fastest way to get the right size or item is to return your original order and place a new one once the return is approved. Our team is happy to guide you through the process. Contact us at contact@maelle-brand.com and we will assist you every step of the way.

What should I do if my product arrives damaged or incorrect?
Please inspect your order as soon as you receive it. If the item is defective, damaged during shipping, or if you received the wrong product, contact us within 7 days of delivery at contact@maelle-brand.com with your order number and photos of the item and packaging. We will resolve the issue as quickly as possible at no cost to you.

Payment and Security

What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal and other payment methods available at checkout. All transactions are processed in a secure environment with active SSL certification. We do not store any card details on our servers.

Is the Maelle Brand website safe?
Yes. Our website uses an active SSL certificate, ensuring that all your personal and financial information is fully protected at every step of your purchase. Your security is our priority.

My payment was approved but I did not receive a confirmation. What should I do?
Please check your spam folder. If you do not find a confirmation email within 2 hours of payment, contact us at contact@maelle-brand.com with your full name and the email address used at checkout and we will locate your order immediately.

Still Have Questions?
If you did not find the answer you were looking for, our team is ready to help. Get in touch through the channels below:

Email: contact@maelle-brand.com
Phone: (646) 814-8923
Business hours: Monday to Friday, 9:00am to 6:00pm (EST)