Shipping and returns policy

Shipping

At Maitl, we are pleased to offer you the opportunity to purchase our unique jewellery and handcrafted pieces both through our online shop and our physical shop, located at Calle Easo 5, bajo local II, 20006 Donostia, Spain.

We ship within mainland Spain. We do not ship to the Canary Islands, Ceuta or Melilla.

Below, we detail our shipping conditions:

Shipping time

We commit to dispatching your order within 5 working days once the order has been confirmed.

Shipping is carried out via Correos España, with estimated delivery times of 2 to 3 working days from the moment of dispatch.

We are not responsible for Correos’ delivery times; these are indicative and not contractual.

Once your order has been processed, you will receive a confirmation email with the details and tracking number of your shipment.

Shipping cost

The shipping cost for jewellery is €5 for orders under €150. For jewellery orders above €150, shipping is free.

Shipping costs for ceramics will be calculated depending on the weight and dimensions of the piece..

Returns

We want you to be completely satisfied with your purchase. If you are not happy with your item, we offer you the right to return it under the following conditions:

Return period

You have 14 calendar days from the receipt of your order to exercise your right of withdrawal (return) without the need for justification.

Return conditions

To be accepted, the returned item must meet the following conditions:

• The product must be in its original condition, unused, unaltered and in its original packaging.

• Returns of personalised or made-to-order products (e.g., engraved pieces or items designed exclusively for you) will not be accepted, in accordance with current legislation.

• The cost of return shipping will be at your expense, unless the product arrived defective or incorrect.

Return process

1. Notification: To initiate the return process, you must send us an email at info@maitl.es, indicating your order number and the piece you wish to return.

2. Shipping the product: Once the return has been approved, you must send the item to the address indicated in the confirmation email.

3. Refund: After receiving and verifying the item, we will process the refund through the same payment method used in your purchase. The refund will be completed within 14 calendar days from receipt of the returned item.

Order cancellations

As the majority of our pieces are unique, it is possible that a product may be sold in our physical shop before being removed from the online inventory. In such cases, we reserve the right to cancel the order placed through the online shop and offer you an alternative solution. This may include:

• Choosing another similar piece available in our shop.

• A full refund if no alternative is available.

We will inform you of the cancellation as soon as possible and, in the event of cancellation, we will proceed with the refund without undue delay, within a maximum of 14 calendar days.

If you have made a purchase and wish to cancel your order, please contact us at info@maitl.es, and we will cancel your order and issue a full refund, provided it has not already been shipped. If it has been dispatched, please refer to the Returns section

Why choose us?

• Unique pieces: Every jewellery and craft item we offer is designed and created with attention to detail and the highest-quality materials.

• Personalised service: Our team is always available to assist you throughout the purchasing process and to offer personalised recommendations tailored to your needs.

Contact

If you have any questions about shipping, returns, or cancellations, please do not hesitate to contact us at info@maitl.es we will do our best to help you in the shopping process.