FAQ

Frequently Asked Questions (FAQ)

Shipping & Delivery

Do you offer free shipping?
Yes! We offer completely free shipping to Australia on all orders, with no minimum purchase required. This includes free shipping from the Netherlands to Australia.

How long does shipping take?
Orders are processed within 1-3 business days (Monday-Friday). After dispatch, delivery to Australia takes 7-14 business days. Total delivery time is typically 8-17 business days from order placement to your door.

Can I track my order?
Yes. Once your order is shipped, you will receive a confirmation email with a tracking link. You can also track your order anytime using the “Track Your Order” option on our website.

Why does shipping take 7-14 days? We ship internationally from our Amsterdam location in the Netherlands to Australia. This requires customs clearance and long-distance transport. We provide realistic timeframes to ensure you're not disappointed with delivery times.

What shipping carrier do you use?
We partner with reliable global carriers to ensure your order arrives safely and on time. The carrier used may vary depending on your location.

Why do you only ship to Australia?

Maya & Mina is strategically focused on the Australian jewelry market. As a Dutch company with plans to relocate to Australia, we have chosen to specialize exclusively in serving Australian customers. This allows us to offer competitive AUD pricing, provide expert knowledge of Australian consumer preferences, ensure compliance with Australian consumer law, and offer the best possible shipping and customer service experience. We do not sell to customers in the Netherlands, Europe, or other regions.

Returns & Exchanges

What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, in original packaging, with all tags attached.

Important for Australian customers: Your purchase also comes with guarantees under Australian Consumer Law that cannot be excluded. For major failures, you're entitled to a replacement or refund. For minor failures, we'll repair or replace the item.

How do I start a return?
You can contact us at info@maya-mina.com with your order number and reason for return. We will send instructions and a return shipping label.

Are return shipping costs covered?
Return costs are the responsibility of the customer unless the item is defective or incorrect.

Do you offer exchanges?
Yes. You may exchange an item within 30 days of receipt. The fastest way is to return the item and place a new order.

What if my item is damaged or incorrect?
Please email us immediately with photos at info@maya-mina.com. We will resolve the issue promptly.

How long do refunds take?

  • Processing: 2-3 business days after we receive the returned item
  • Bank processing: 3-7 business days depending on your bank
  • Full purchase price refunded (no GST was charged as we're a Dutch company)

Orders & Payments

What payment methods do you accept?
We accept the following secure payment options:

  • Visa
  • Mastercard
  • American Express
  • UnionPay
  • Discover
  • PayPal
  • Shop Pay
  • Google Pay

All payments are processed in AUD (Australian Dollars). As a Dutch company, we don't charge GST/VAT, so the price you see is the final price you pay.

Is my payment information secure?
Yes. All transactions are securely encrypted and processed through trusted providers. Your data is never stored or shared.

Can I cancel or change my order?
Before Processing (within 1-3 business days):

  • Contact us immediately at info@maya-mina.com
  • We'll respond within 24 hours
  • Full cancellation or changes usually possible

After Processing (shipped):

  • Order cannot be cancelled
  • You can return the item(s) within 30 days
  • Return shipping costs apply (AUD $25-40 to Netherlands. Keep in mind that this is an approximation. Costs may be higher or lower)
  • See our Return Policy for full details

Business Hours: Monday-Friday, 9:00 AM - 5:00 PM CET (Amsterdam)

Products & Stock

Are your products made of real gold or silver?
Unless otherwise specified, our pieces are made of high-quality gold-plated or silver-plated materials. Detailed information is provided in each product description.

Will your jewelry tarnish or fade?
All jewelry should be handled with care. Avoid water, lotions, and perfumes to extend the life and appearance of your items.

Do you restock sold-out items?
Some popular items may be restocked. Please use the “Notify Me” feature on the product page to receive restock updates.

Business & Contact Information

Who operates Maya & Mina?
Maya & Mina is a brand operated by TTM Advies, a company registered in the Netherlands.

  • Chamber of Commerce Number: 90263677
  • VAT Number: NL004802129B38
  • Registered Address: Eerste Helmersstraat 219C, 1054DW Amsterdam, The Netherlands

How can I contact you?
We’re happy to help. You can reach us via:

  • Email: info@maya-mina.com
  • Phone: +31 6 52212194
  • Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (CET)
  • Contact Form: Available on the Contact page