Return and Refund Policy

We want every order from Mae & Case to be exactly what you hoped for. If something is not quite right, we have made sorting it out as straightforward as possible. This policy applies to every order placed through our website, and none of it affects your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Everything below sits on top of those rights, not instead of them.

30-day return window

Returns are welcome within 30 days of your delivery date. If more than 30 days have passed since your order arrived, we may no longer be able to accept a change of mind return.

To get started, email hello@maeandcase.com and include:

• Your order number
• Which item or items you would like to send back
• The reason for the return
• Any photos that help us understand the situation

Once we have reviewed your request and given it the go-ahead, we will send you the return address and everything else you need. Please do not post anything back before contacting us, as returns sent without instructions can go astray.

Return eligibility

Before sending anything back, please check that your item meets these conditions:

• It has not been worn, used or washed
• All original tags, packaging and any included accessories are intact
• Swimwear still has its hygiene liner in place
• The item is in a condition that would allow it to be sold again

We may decline a change of mind return that does not meet these conditions. This does not apply where an item is faulty, damaged or not what you ordered.

Refunds

Once we have received your return and completed our check, we will refund your original payment method within 7 business days. Depending on your bank or card provider it may take a little longer to appear in your account.

We will email you as soon as your refund is on its way. How refunds are paid back is also covered in our Payment Policy.

Return postage

• Every order we send goes out with free shipping, with no hidden fees and no restocking charge.
• If you are returning something because you changed your mind or chose the wrong size, the cost of sending it back is yours to cover.

We strongly recommend using a tracked service, as Mae & Case cannot be responsible for a parcel lost on its way back to us. For help choosing the right size before you order, see the sizing questions in our FAQ.

Damaged, faulty or incorrect items

Received something damaged, faulty or simply not what you ordered? Email hello@maeandcase.com as soon as you can and include:

• Your order number
• A description of what went wrong
• Clear photos of the item and its packaging

We will look into it straight away and arrange a full refund or a replacement at no cost to you, including the return postage.

Order cancellations

You can ask us to cancel at any time before your order is dispatched, and we will refund it in full. Email us as soon as you can with your order number, because once an order has moved into our fulfilment process we may not be able to stop it.

If it has already left by the time you reach us, you are welcome to start a return once it arrives.

Exchanges

Would you like a different size or colour? Just get in touch and we will guide you through it, subject to availability. Postage for an exchange may apply, unless the item you received was faulty or incorrect.

Contact

Mae & Case is owned and operated by KJ Ecom, a company registered in the Netherlands.

• Registration number: 91412749
• Address: Anthonetta Kuijlstraat 49B, 3066 GS Rotterdam, Netherlands
• Support hours: Monday to Friday, 9:00 am – 5:00 pm
• Email: hello@maeandcase.com
• Contact form: send us a question through our Contact Us page

A real person reads every message and we usually answer within 24 hours on business days.