FAQ
How can I contact you?
Email our customer service team at info@mae-and-rose.com. Send us a message, and we’ll respond as quickly as possible during our customer service hours.
Please note that we do not provide customer support through Instagram or Facebook. To avoid delays, please send only one email per inquiry. Thank you!
Which payment methods are available?
You can choose from the following payment methods at checkout:
• Visa
• Mastercard
• American Express
• Shop Pay
• Apple Pay
• Google Pay
Available payment methods may vary depending on your device, location, and the options displayed at checkout. Your payment will be charged when your order is confirmed.
How long does it take to receive my order?
Orders are typically delivered within 6–10 business days. Selected custom-made, made-to-order, or print-on-demand items may require an additional 4–5 business days for production.
For more information, please review our Shipping Policy.
When will my order be shipped?
Most orders are processed within 1–3 business days, Monday through Saturday. Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.
Carrier transit times are calculated in business days, Monday through Friday, and may vary depending on product availability, holidays, and carrier operations.
Please review our Shipping Policy for additional information.
Where can I find my order information?
Once your order has been placed, a confirmation email will be sent to the email address you provided at checkout.
If you do not receive the confirmation email, please check your spam or junk folder and add info@mae-and-rose.com to your safe sender list.
Once your order has been shipped, you can also track it through our “Track Your Order” page.
Can I change my shipping address?
If your order has not yet been processed, we may be able to change the shipping address. Please contact info@mae-and-rose.com as soon as possible.
Once processing or shipping has begun, we cannot guarantee that the address can be changed. Customers are responsible for providing a complete and accurate shipping address at checkout.
What happens if my package is delayed or lost?
If your package has not arrived within the estimated delivery window, please allow an additional three business days.
If it still has not arrived, contact us at info@mae-and-rose.com with your order number so we can review the tracking information and investigate the shipment with the carrier.
Will my shipping charges be refunded if I make a return?
Original shipping charges, if any, are generally non-refundable unless the item arrived damaged, defective, or incorrect or a refund is otherwise required by law.
Return shipping costs are the responsibility of the customer for standard returns. Mae & Rose will cover necessary return shipping costs for verified damaged, defective, or incorrect items.
For more information, please review our Return and Refund Policy.
What if I’m unsure about sizing?
We want to help you find the right fit. Please review the size guide provided on the applicable product page.
If you have questions about a specific item, contact our customer service team at info@mae-and-rose.com before placing your order.
Why was my order canceled?
An order may be canceled due to payment verification issues, suspected fraud, incorrect or incomplete order information, product unavailability, or another processing issue.
Please contact info@mae-and-rose.com with your order number, and our customer service team will review the cancellation.
How can I cancel my order if I change my mind?
If you wish to cancel your order, please contact us at info@mae-and-rose.com as soon as possible.
Cancellation requests must be submitted within 24 hours after the order is placed. We will make every effort to accommodate your request, but cancellation cannot be guaranteed once processing or production has begun.
Once an order has been shipped, it can no longer be canceled.
For selected custom-made, personalized, made-to-order, or print-on-demand items, cancellation may no longer be possible once production has begun.
What if I ordered the wrong item, size, color, or variant?
Contact info@mae-and-rose.com as soon as possible and include your order number and the change you would like to make.
We may be able to make changes if the order has not yet been processed. Once processing or shipping has begun, changes cannot be guaranteed.
How can I check the status of my order?
You will receive a tracking number by email once your order has been shipped.
You can track your shipment through our “Track Your Order” page using the requested order or tracking information.
How do I return an item?
To request a return, contact info@mae-and-rose.com within 30 days after receiving your item.
Do not return an item before receiving return authorization and instructions from our customer service team.
For complete eligibility requirements and return instructions, please review our Return and Refund Policy.