Shipping policy
Shipping Policy – Mazhé
Processing Time:
All in-stock Mazhè items ship within 2–4 business days. During high-volume drops or sales, please allow an extra 1–3 business days.
PRE-ORDERS:
If your cart contains a pre-order item, your full order will ship once production is completed. Pre-order timelines are clearly listed on each product page. Usually 3-4 weeks.
Shipping Rates:
United States Shipping:
•Standard Shipping: $4.99
•Free Shipping: Orders over $60
VIP Early Access:
•VIP customers receive Free Shipping on all pre-order drops.
Tracking:
Tracking numbers are sent via email/SMS once your order ships.
Tracking may take 24–48 hours to update.
Address Issues:
Please double-check your shipping info. Mazhè is not responsible for packages lost due to incorrect addresses provided by the customer.
Lost or Stolen Packages:
If the carrier marks the package as delivered, Mazhè is not responsible for replacement or refund. Please contact the carrier directly for resolution.
International Orders:
International shipments may include additional customs fees or taxes paid by the customer.
PRE-ORDER POLICY
Certain Mazhè products are offered as pre-orders, meaning they are produced after the order is placed.
By purchasing a pre-order item, you agree to the following:
Production Timeline:
Pre-order production time is 30–35 days (estimated). Production timelines may vary slightly due to manufacturing volume or holiday delays.
Payment:
Payment is collected upfront to reserve your size and guarantee your pair.
No Cancellations / No Refunds:
Pre-orders are FINAL SALE. Once an order is placed, it cannot be canceled, modified, or refunded.
Each pair is created specifically for your order.
Shipping:
Orders ship as soon as production finishes. You will receive tracking once dispatched.
Combined Orders:
If your order includes in-stock and pre-order items, the entire order ships together unless separate orders are placed.
Updates:
Production updates will be shared through Instagram @mazheatelier and/or email/SMS updates.
REFUND & RETURN POLICY
All sales are final.
Due to the limited-edition nature of Mazhè products, we do not offer refunds, returns, size swaps, or cancellations.
Please review your order (size, address, quantity) carefully before checking out.
Damaged Items:
If your item arrives with a manufacturing defect, please contact us within 48 hours of delivery with photos and your order number.
Approved cases may receive a replacement or partial credit.
Wear & Tear:
Damage caused by use, gameplay, improper care, or regular wear is not eligible for replacement.
CHARGEBACK POLICY
Because Mazhè products—especially pre-orders—are custom-made and limited, we have a strict chargeback policy.
1. Pre-Order Chargebacks:
Any chargeback filed before the pre-order production window ends is considered invalid.
Mazhè provides:
- Proof the customer agreed to pre-order terms
- Order confirmation
- Production timeline
- Public production updates
- Tracking (once shipped)
Due to this documentation, pre-order chargebacks are automatically overturned.
2. Delivery-Related Chargebacks:
If a package is marked delivered by the carrier, Mazhè is not responsible for stolen or misplaced packages.
Delivery-based chargebacks will also be disputed using carrier tracking confirmation.
3. Fraudulent Activity:
Any fraudulent chargebacks or disputes may result in:
- Account ban
- Order cancelation without refund (if fraud is confirmed)
- Reporting to the carrier & payment processor
4. Contact Us First:
Most issues can be resolved quickly. Please contact us before opening a dispute.
CONTACT
For questions or support, contact us directly through:
Email: mazheatelierinfo@gmail.com
Instagram: @mazheatelier
SMS Updates: Available during drops
We respond within 24–48 hours (Mon–Fri).
Order Issues:
Mazhè is not responsible for:
• Packages marked “delivered” by the carrier
• Wrong addresses entered at checkout
• Carrier delays (USPS, UPS, DHL, etc.)
If your package is severely delayed or lost, contact the carrier first. If they cannot resolve the issue, email us at jacolbycochran@gmail.com and we will assist.