FAQ - Frequent Asked Questions
MAOI SWIM FAQ
CONTACT & CUSTOMER CARE HOURS
Maoi Customer Care Hours
Monday-Friday, 8.30am-4.30pm AEST, excluding public holidays.
Our customer care team are located in Byron Bay, Australia.
All orders are shipped from our warehouse located in California, USA.
Urgent order enquiries- email@example.com
Product information, styling, size advice or general enquiries- firstname.lastname@example.org
Wholesale enquiries email- email@example.com
Does Maoi have any stocklists? If so where?
We do! You can shop Maoi in store all around the globe. Check our retailer's pages here
HOW DO I CARE FOR MY SWIMSUIT?
Each Maoi garment is crafted with sustainability and durability in mind. Here we share tips on how to make your pieces last as long as they were designed to.
All Maoi swim styles are designed to be worn in salty oceans and fresh water. To ensure the lifespan of your swim is forever, limit to wearing in chlorinated pools, spa's or saunas. Contact with textured surfaces such as pebbled pools or rocks can snag the fabric and cause pilling. All One Pieces double as a bodysuit or undergarment. Be mindful of garments worn over swim such as, denim or embellished apparel as this may cause pilling, pulls or create friction.
Hand wash in cold water after every swim. On occasion, use gentle non-fragrant detergent, hand soaping the garment. Rinse thoroughly to ensure detergent is removed and this may cause fading.
Ideally, lay flat inside out in shade. If hanging, wring water out in sink, water heavy swim can cause the suit to lose shape.
Do not air dry in direct sunlight, this will cause the colour to fade. Do not tumble dry.
Ensure your swim is completely air dry and free from salt or chlorine before storing. If not correctly cleaned prior to storage, mould or fold lines may appear. Fold into draws, do not hang. Store in a dry cool place.
SALE ITEMS | DISCOUNT CODES
All items marked FINAL SALE, cannot be returned or exchanged at any point.Welcome codes only apply to full priced items.
If you use a welcoming discount code (by subscribing to our Goddess Club), this is NOT final sale and we can process exchanges/return for store credit for you. Please refer to our shippings & returns page
Please expect dispatch delays during sale periods.
For size assistance, please email firstname.lastname@example.org or view our size guide.
How long will my order take to be delivered to me?
MAOI SWIM’S warehouse dispatches orders within 1-3 business days. Once dispatched, your package will remain with one of the chosen delivery partners until it is delivered to you. To find out how long your package will take to arrive, please refer to your provided tracking number. Your tracking number will be sent to your nominated email address after your purchase.
Does Maoi sizing run small?
Each woman is perfectly unique & varies in shape and sizing. At MAOI SWIM we consciously craft our suits using high end Italian recycled fabrics so each swim suit will shape your sihoute so you can feel confident and beautiful.
If you are in between sizing we recommend sizing up for that perfect MAOI fit.
For fit or style assistance, please reach out to our customer care team email@example.com who will gladly assist.
Maoi's Biodegradable panty liner
our brand is committed to sustainability and we have chosen to use 100% biodegradable liners instead of plastic ones.
While these liners may be a little more difficult to remove, they will wash off with a few wears and not damage your swimsuit.
How to remove panty liner's from your Maoi suits
Check our instagram Reel for a guide on how to remove our liner here
1. Grab the opposite edges of the bottoms and pull them tightly until the panty liner starts to come off
2. Make sure to pull fully until you see it is no longer attached to the bottoms
3. Release and peel off the panty liner gently to avoid any sticking
If there is any residue left:
For the liners already sticked on the products. You can try to remove the glue with the help of alcohol. If the fabric is white, you can use 98% alcohol. If the fabric is colored,use 75% alcohol.
INTERNATIONAL DUTIES AND TAXES
Importing duties and taxes are at the cost of the customer. Duties and taxes are not collected by Maoi at time of checkout.
Please ensure contact details including phone number are correct at time of checkout.
Duty is calculated against the value of the shipment contents declared on the commercial invoice together with any insurance and transportation costs.
Together these are known as the Customs Value. This value is then multiplied by the duty percentage of the HS code assigned to the goods.
Duty is a type of tax charged on products being shipped across borders and is controlled by the customs of each country/territory. The purpose of duty is to maintain fair competition between imported and local goods.
Tax is set at a national level and is usually charged at the point of sale for goods bought and sold in a country/territory. It is also applied to goods entering a country/territory, often at the point of importation or at the point of sale in the origin country/territory.
Maoi suggest using a duties and taxes calculator, generally found on government websites as an estimate of taxes to be paid on arrival into country.
If you refuse to pay these charges and your parcel is returned to sender, all shipping costs will be deducted prior to any refund being issued.
Maoi is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.
What’s the returns process?
Please lodge your requests online here -> Returns Portal
Please refer to our SHIPPING & RETURNS policy page
MAOI is not liable for the loss or damage of garments in return transit. We recommend using a trackable delivery method and keeping note of your tracking number.
Return shipping and any reverse duties are the responsibility of the customer.
Returns or refunds are not available on sales items (this includes the use of discount codes)