Returns and Refunds

Thank you for purchasing our handmade jewellery. We take great pride in creating each piece with care and attention to detail. This Return and Refund Policy outlines the terms and conditions for returns, exchanges, and refunds.

General Policy

We want you to be completely satisfied with your purchase. Due to the handmade nature of our jewellery, each piece is unique and may have slight variations in beading patterns, colours, and dimensions. These variations are part of the handcrafted charm and are not considered defects.

Return Eligibility

  • Returns are accepted when all of the following conditions are met:
  • Items must be returned within 5 days of delivery
  • Items must be unworn, unused, and in its original condition
  • Items must include all original packaging and tags
  • Custom or personalised items are not eligible for return unless defective

Non-Returnable Items

The following items cannot be returned:

  • Custom-made or personalised jewellery (including custom sizing or specific bead selections if applicable)
  • All earrings (for hygiene reasons)
  • Sale or clearance items marked as final sale
  • Items damaged due to misuse, wear, or improper care
  • Items without proof of purchase

Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 48 hours of delivery with:

  • Clear photos of the damage or defect
  • Your order number
  • A description of the issue

We will provide a prepaid return label and offer a replacement or full refund.

Return Process

To initiate a return:

  1. Contact us via email with your order number and reason for return
  2. Wait for return authorisation and instructions
  3. Carefully package the item in its original packaging
  4. Ship the item using a trackable shipping method (customer is responsible for return shipping costs unless the item is defective)
  5. Provide the tracking number once shipped

Refunds

Once we receive and inspect your returned item:

  • Approved refunds will be processed within 5-7 business days
  • Refunds will be issued to the original payment method
  • Original shipping costs are non-refundable unless the item was defective or we made an error
  • A restocking fee of 15% may apply to non-defective returns
  • Please allow 5-10 business days for the refund to appear in your account, depending on your bank or financial institution

Exchanges

We offer exchanges for:

  • Different sizes (if available)
  • Different colours or styles of equal or lesser value
  • Defective items

Exchanges are subject to availability. If the desired item is unavailable, we will offer a refund or store credit.

Lost or Stolen Packages

We are not responsible for packages lost or stolen after delivery confirmation. We recommend:

  • Tracking your package using the provided tracking number
  • Requesting signature confirmation for high-value orders
  • Filing a claim with the shipping carrier if your package is lost

We will assist with filing claims when possible.

International Returns

We do not currently deliver outside of New Zealand 

Care Instructions and Warranty

To maintain the quality of your handmade beaded jewellery:

  • Avoid contact with water, perfume, lotions, and chemicals
  • Store in a cool, dry place away from direct sunlight
  • Handle with care to prevent bead or thread damage
  • Clean gently with a soft, dry cloth

Contact Information

For returns, questions, or concerns, please contact us:

Email: hello@maiastudionz.com

Policy Changes

We reserve the right to modify this Return and Refund Policy at any time. Changes will be posted on our website with an updated date. Your continued use of our services after changes constitutes acceptance of the revised policy.

Thank you for supporting our handmade jewellery business. We appreciate your understanding of these policies and look forward to serving you.