Customer Care
How can we help?
Find answers about ordering, delivery, returns, products, promotions and your Maje account.
How long does order processing take?
Orders generally take 2–4 business days to process. Once your order ships, you will receive a confirmation email with your tracking number. Processing may take longer during promotional periods and holidays.
Can I change or cancel my order?
Orders cannot be edited after they are placed. You may cancel an eligible order within 2 hours of purchase through Track My Order or from the order page in your Maje account. After this window, the order can no longer be canceled.
Why was my order canceled?
An order may be canceled if an item is no longer available, payment authorization is unsuccessful, or the order does not pass verification. If your order is canceled, you will receive an email notification and will not be charged for unshipped items.
Can I use more than one promotional code?
Unless otherwise stated in the promotion terms, only one promotional code may be applied per order. Certain products, collaborations, sale items or other promotions may be excluded.
Which payment methods are accepted?
Available payment methods are displayed at checkout. Klarna is also available in Canada on eligible orders. Klarna payment options are subject to approval and Klarna's terms.
Is my payment information secure?
Payment pages use secure encryption to help protect transaction information. Available payment methods are displayed at checkout.
How can I check my order status?
Sign in to your Maje account to view your order history, or use Track My Order with your order number and the email address used at checkout.
When will my order arrive?
Orders take 2–4 business days to process. Once your order has processed, you will receive an email confirming that it has shipped with your tracking number.
Your package will then generally be delivered within 2–10 business days to the delivery address provided during checkout. Deliveries are made Monday through Friday, typically between 8 AM and 7 PM. All orders are subject to processing delays during promotional periods.
Where can Maje deliver?
We are unable to deliver to PO boxes, APO/FPO addresses or hotels. Delivery availability and shipping options are confirmed during checkout.
How can I track my order?
Once your order ships, you will receive an email with your tracking number. You can also view the order status through your Maje account or by using Track My Order.
Can an order arrive in multiple packages?
Yes. Items from the same order may be shipped separately. When this occurs, tracking information will be provided for each package.
What should I do if my package is delayed?
Review the latest update in your tracking details first, as carrier scans may take time to refresh. If the package has not moved for several business days or is past the estimated delivery date, contact Customer Service for assistance.
What should I do if tracking says delivered?
Check around the delivery location, with household members, building staff and nearby secure areas. If you still cannot locate the package, contact Customer Service as soon as possible.
Package Theft Notice
Protecting Your Deliveries
We understand that package theft is a frustrating and growing concern. While we take every precaution to ensure your order arrives safely, we cannot control what happens once the package is delivered. However, we're here to help!
Here are a few steps to protect your deliveries:
- Delivery Instructions: If possible, provide detailed delivery instructions (such as "leave at back door" or "deliver to office") to make sure your package is left in a secure spot.
- Secure Your Delivery: Consider using options like secure package lockers, delivering to a workplace, or a trusted neighbor’s address if you won't be home.
- Track Your Package: Use our tracking feature to know when your package is arriving, so you can plan to bring it inside as soon as possible.
- Report Issues Quickly: If your package is stolen after delivery, contact us right away! We’ll work with you to provide the best possible solution and assist in any claims with your carrier.
What is the return policy?
Eligible full-price items may be returned within 30 days of purchase using the prepaid return label or at a participating Maje location within Canada, excluding outlets and department store locations.
Items must be in their original condition with all tags attached, including the Merchandise Return Tag. If the Merchandise Return Tag is not attached, the item will be sent back to you at your own expense. Maje reserves the right to deny a return if the merchandise does not meet the return policy requirements.
Which items cannot be returned?
Sale items, swimwear, bodysuits and jewelry are Final Sale and are ineligible for return, exchange or store credit. Any item identified as Final Sale on the product page or at checkout is also ineligible.
Final Sale
All items marked as Final Sale are sold as-is and are non-returnable and non-refundable. These items may include display models, samples, or merchandise that has been used in demonstrations. As such, Final Sale items may exhibit minor signs of wear, such as scuffs, marks, or slight imperfections. Maje has the right to deny any final sale returns that were sent back to the warehouse.
Final Sale mention will be indicated on product pages and at checkout.
By purchasing a Final Sale item, you acknowledge and agree that:
- The item is sold in its current condition, without warranties of any kind.
- No returns, exchanges, or refunds will be accepted unless the product arrives damaged in a condition beyond normal wear and tear.
- In the event of any issues, you must notify us within 48 hours of delivery and provide photographic evidence to be considered for a refund or exchange due to excessive damage.
How do I return an online order by mail?
- Sign in to your Maje account. If you checked out as a guest, select Track My Order and enter your order number and email address.
- Locate the order and select Select a Return.
- Choose the items and return reason, then confirm the return.
- Download and print the prepaid return label. Place the original packing slip and return item or items inside the package, attach the label and ship the package. You can track the return in the Orders & Returns section of your account.
How should I package multiple returns?
Keep a record of your return tracking number. To avoid processing delays, return multiple items from the same order together. If you are returning items from multiple orders, send each order separately. Refunds are processed separately by order.
Is there a return fee?
A C$10 shipping and handling fee will be deducted from the refunded amount. If an item is exchanged for site credit, the C$10 shipping and handling fee will be charged when the site credit is used.
When will I receive my refund?
Once your return is received, allow 5–10 business days for processing and an additional 3–4 business days for the refund to appear on your original form of payment.
Can I return an online order in store?
Eligible online purchases may be returned at participating Maje locations in Canada. Bring your order number and the email address used to place the order. Items must be in their original condition with all tags attached, including the Merchandise Return Tag.
This service is not available at Maje Outlet, Bloomingdale's, Nordstrom or Holt Renfrew Canada locations.
Can a gift be returned?
Online purchases received as gifts are not eligible for in-store credit. All eligible refunds are issued to the original payment method.
What if an item arrives damaged or incorrect?
Contact Customer Service as soon as possible and include your order number, a description of the issue and clear photographs. For a Final Sale item with damage beyond normal wear, notification and photographic evidence must be provided within 48 hours of delivery.
Can I return an item purchased in another country?
Returns must be completed within the country of purchase and are subject to that country's applicable return policy.
How do I find the right size?
Use the size guide available on the product page and review the fit information in the product description. Sizing may vary by silhouette, fabric and collection.
Where can I find product details?
Fabric composition, care instructions, fit notes and other available details are listed on each product page. Product images may appear differently depending on screen settings.
How should I care for my item?
Always follow the care label attached to the garment. For delicate materials or structured pieces, professional cleaning may be recommended.
Will an out-of-stock item return?
Some styles and sizes may be replenished, but restocks are not guaranteed. Check the product page regularly and use any available back-in-stock notification option.
Can I check store availability online?
When available, boutique inventory may be shown on the product page. Store inventory can change quickly, so we recommend contacting the boutique before visiting.
Are online and store prices always the same?
Prices and promotions may vary by channel, location or retail partner. The price shown at checkout is the price applicable to the online order.
Do I need an account to place an order?
No. You may check out as a guest. Creating an account makes it easier to view order history, track purchases and manage eligible returns.
I forgot my password. What should I do?
Select Forgot Password on the sign-in page and follow the instructions sent to your email. Check your spam or junk folder if the message does not arrive.
Email & Text Welcome Offer
First time customers are eligible to a welcome discount by entering their information for email and/or SMS. Welcome discount can only be used on select products. Products that are eligible will display the discount at the cart level after entering the coupon code.
Why is my promotional code not working?
Confirm that the code has not expired, that the order meets any minimum purchase requirement and that all items are eligible. Promotional codes may exclude sale items, collaborations, select products or other promotions.
How do I update my account details?
Sign in to your Maje account to review and update the personal information and addresses available in your account settings.
How do I unsubscribe from marketing?
Use the unsubscribe link in an email or follow the opt-out instructions provided in a text message. Transactional messages related to active orders may still be sent.
Where can Maje gift cards be used?
Maje gift cards purchased in Canada are redeemable on ca.maje.com and at participating Maje standalone boutiques and outlet locations in Canada. They cannot be redeemed at retail partner locations or outside the country of purchase.
Do gift cards expire?
Maje gift cards do not expire and do not have maintenance or inactivity fees.
Can a gift card be replaced or refunded?
Gift cards should be treated as cash. Lost, stolen or damaged gift cards cannot be replaced. Gift cards are non-refundable, non-transferable and not redeemable for cash except where required by applicable law.
Can I buy a gift card with a promotion?
Coupons, discounts and promotional offers cannot be applied to the purchase of a gift card. Gift cards also cannot be used to purchase another gift card.
How can I contact Customer Service?
Our advisors are available Monday through Saturday, 9 AM–7 PM ET, excluding public holidays.
Call 1.855.484.1821 or email customercare@cs-ca.maje.com.
What information should I include?
For order-related questions, include your order number, the email address used at checkout and a brief description of the issue. Photos may be requested for damaged or incorrect items.