How Does Shipping Work?
Store Policy
At Mayze Interiors, our mission is to deliver bespoke luxury while ensuring clarity, transparency, and care at every stage. Each item is uniquely crafted to reflect your vision, and our policies are in place to protect your investment and ensure a seamless delivery experience.
Shipping Policy
Our Shipping Process: From Selection to Delivery
At Mayze Atelier, we custom-create each order with care, craftsmanship, and precision. Here's how the full timeline works:
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Order Selection & Payment Approval
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Once you select your piece and your payment is approved, your order is officially confirmed.
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You’ll receive a confirmation email from us at info@mayzeatelier.com.
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Design Phase (1 Week)
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Our designers begin refining your selection based on your specifications. This may include slab matching, finish selection, or layout customization.
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We keep you informed during this process via email for any required confirmations.
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Creation Phase (4 Weeks)
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Your piece is handcrafted using premium materials, with a quality-first approach.
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This phase includes cutting, crafting, polishing, sealing, and final inspection.
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Shipping Phase (3-4 Weeks via Sea Transport)
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Once your piece passes inspection, it enters the shipping phase. Sea transport ensures safe travel for delicate and high-value materials.
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Tracking Information & Transport
Sea Transport Breakdown:
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Tracking Options: Full tracking is only available if selected and purchased from the dropdown menu during checkout.
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If tracking is not purchased, your order will follow our standard shipping process:
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You’ll be notified once your order is cleared from sea and assigned to a truck transportation team.
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You will receive contact information (phone & email) for the truck team coordinating final delivery.
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Tracking updates begin after truck assignment, not during sea travel.
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Customs Clearance:
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Every international shipment must legally pass through customs clearance in the destination country.
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Customs is a mandatory step where your shipment is reviewed and approved by border authorities for legal entry.
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This process can take 3–6 business days, depending on the country and volume at customs.
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Mayze Atelier is not responsible for delays caused by customs clearance, which are out of our control.
Final Delivery & Client Coordination
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Once customs is cleared and your order arrives at the local port, it transitions to a truck delivery team.
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Our team will:
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Notify you by email and/or phone.
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Work with you to coordinate a delivery date within 6 business days of docking.
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If we cannot reach you, and no delivery is scheduled within 6 business days, you will be responsible for any storage fees incurred due to neglect.
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Delivery Location Requirements:
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When placing your order, please indicate in the “Order Notes” whether your delivery will be:
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To a residential doorstep (single home)
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Or an apartment/multi-unit building
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This ensures accurate planning for accessibility and handling needs.
White Glove Delivery
We offer White Glove Delivery for clients who desire a premium service, including:
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In-home placement
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Assembly (if needed)
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Packaging removal
Highly Recommended:
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Because our furniture involves delicate stone and bespoke materials, we strongly urge clients to choose our White Glove option.
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When you choose this service, we coordinate with a trusted delivery team, experienced in handling Mayze Atelier products.
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We are not responsible for damages caused by third-party teams not contracted through Mayze Interiors.
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No refunds or discounts will be issued for mishandling, breakage, or assembly errors caused by unapproved teams.
Tracking Summary:
| Phase | Tracking Available? | Notification Type |
|---|---|---|
| Sea Shipping | Only if purchased at checkout | No standard updates |
| Customs Clearance | No tracking; mandatory process | N/A |
| Truck Delivery | Yes – Full team contact info will be shared | Phone + Email |
Return Policy
Custom Orders
All Mayze Atelier pieces are made to order and are non-refundable unless damaged in transit or defective.
Reporting Damages
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Must be reported within 3 calendar days of delivery.
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Submit:
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Photos of the item
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Packaging
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PI label (if applicable)
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Submit to: info@mayzeatelier.com
Return Shipping Address
75 Beadel St, Brooklyn, NY 11222, USA
Severely damaged orders are not subject to return , client can dispose at their own discretion if a full refund is determined and approved.
Refunds
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Processed within 5-10 business days after inspection and approval.
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Issued to the original payment method , paypal , bank transfer or store credit.
Damaged or Defective Items
If damage occurs:
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Accept the shipment but note damage with the delivery team.
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Take clear photos and submit your claim online (without clear photos, Mayze will be unable to start a case for the damaged order)
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If part of your item is undamaged, only reject the damaged portion—additional redelivery charges apply for full rejections, please take pictures and keep documented proof for submission throughout the entire process.
Possible resolutions:
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Replacement item
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Repair reimbursement (pre-approved)
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Blemish discount
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Partial refund
- Full refund
Warranty
Coverage:
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6-Month Warranty: Structural wood or metal defects
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6 Month Warranty: Threading, piping, adhesives
Exclusions
This warranty does not cover:
- Marble, glass, veneers, or , foam cushioning materials.
- Damages resulting from improper use, negligence, or exposure to unsuitable environments.
- Final Sale Items: Non-refundable and sold "as-is."
Claim Process
Submit claims via the "Contact Us" page with your order number, a description of the issue, and photographic evidence.
Customs Duties and Taxes
At Mayze Interiors, we handle all customs duties and taxes in advance, ensuring a hassle-free experience for our customers. Unlike other retailers, you will not face surprise charges or heavy fees at the door. This unique value proposition sets us apart, offering peace of mind with every purchase.
Final Terms & Conditions
- Indoor Use Only: Unless specified, our furniture is designed exclusively for indoor use. Damages caused by outdoor exposure are not covered under our warranty.
- Final Sale Items: These are non-refundable, and not exchangeable
- Policy Updates: Mayze Interiors reserves the right to update these policies without prior notice.
For further assistance, contact us at info@mayzeatelier.com or by phone at 437 778 1521.
We are committed to providing exceptional service and quality products for our valued customers.
