Shipping Policy

1.1 The majority of our merchandise is delivered via a dedicated delivery service.1.1.2 You will be contacted by one of our delivery partners to select a delivery date, either by phone, text, or email.1.2 Because all of our items are built to order and shipped directly from our store, delivery takes 7-45day depending upon the item.1.2.1 In most cases, our supplier will contact you to organise a delivery; nevertheless, this is at their option.1.2.2 They will, on rare occasions, choose a delivery date that is convenient for the courier and will tell you when it is safe for them to deliver.1.3 Mairaaki will make every attempt to deliver the order within the requested or confirmed time limit. Furthermore, we only offer estimations, not guarantees. However, deliveries may be canceled or not delivered for reasons beyond our control, and we will reschedule for you.1.4 Only our Delivery Partners or our suppliers’ couriers will deliver to your delivery address.1.4.1 If you want to modify your delivery address, you must submit proof of ID confirming you are registered at the billing address to avoid fraudulent transactions. We can modify the address with a utility statement, a copy of your driver’s license, or a copy of your passport.1.4.2 Changes to the address are at the discretion of Mairaaki ltd, and we reserve the right to refuse.1.4.3 Once an item has been delivered or routed, the address cannot be changed, and if you do, you may be charged for redelivery.1.5 We provide a FREE and paid delivery service to the United Kingdom and in other countries.1.5.1 PA, G, EH, KA, DG, FK, KY, PH, DD, AB, IV, KW, TR, GY, JE, SA, IM, ZE, HS, BT, ISLE OF WIGHT1.6 We will completely ensure all of your things before they are delivered to you.1.7 You may be charged a fee for a redelivery if you miss delivery of an order that has been confirmed.1.7.1 If the courier service fails to deliver your item for any reason, we will not be liable for any lost time or additional costs.1.8 There may be an extra charge for deliveries during the Christmas season and on national holidays.1.9 If you order many things, you may receive two or more deliveries, as some items may be delivered directly from the vendors and others by our in-house courier. We’ll do everything we can to make sure your things arrive on time.1.10 If access to the delivery address is restricted, it is your responsibility to tell us and give the appropriate information.1.10.1 It is your responsibility to ensure that delivery to your address is not obstructed.1.11 When you place an order with us, you agree that we are not responsible for any damage to your property caused by the couriers’ negligence during the delivery.1.11.1 In connection to any subject issues related to, we will not be liable for any repairs or expenditures.1.12 We do not provide any services for the removal of packing or the disposal of old beds or mattresses.1.13 Your delivery information and contact information will be shared with Mairaaki’s couriers. Our couriers will use your contact information to allow you to choose a delivery date, phone you a day before arrival, and make reservations that are appropriate for your needs. Customers can opt-out of our couriers contacting them to make delivery arrangements by calling our offices or emailing us prior to or after their purchase.

Refund Policy

Every request is important to us at Mairaaki, and we hope you like your new item. Your items are custom-made, one-of-a-kind, and unique to you, and are thus non-returnable. We provide a 48-hour cooling downtime which allows you to be able to change your view about minor details or cancel your request. Our staff will contact you to verify the details of your request.We pay close attention to detail and devote the extra time and effort necessary to ensure that you are completely satisfied with your request; nonetheless, we know that an unexpected circumstance may arise from time to time and if so make sure that you contact us as soon as possible if you’ve received an incorrect or broken item so we can rectify any issues and work out a replacement as soon as possible.If it’s not too difficult, we ask that all clients inspect everything upon delivery to ensure that any issues or injuries are swiftly addressed. In the unlikely event that there are any damages or difficulties, these should be written on the delivery note prior to marking and responded to us at Mairaaki within 48 hours. Unfortunately, Mairaaki will not accept responsibility for any issue that arises outside of this time frame or without a record on the delivery note, since it will be liable to inadvertent harm. If you require your item to be returned or traded due to flaws or incorrect orders, we will arrange for the delivery of a replacement item(s) and the collection of your current item(s) at no expense to you.If the packaging has already been opened for whichever purpose, sleeping pads or mattresses cannot be returned. If you prefer to return a sleeping cushion while it is still in its original packaging and notify us within 7 days, we will accept your return and offer a full refund.Each request is handled on a case-by-case basis, so if you are dissatisfied with your order and desire to return it, Mairaaki may be able to work with you on a return and discount with chiefs’ caution. This will result in a £150 conveyance/assortment and administration fee, with Mairaaki retaining the option to amend this with prior notification and the client’s continuous supply of the board. If it’s not too much bother, the customer must make sure the item is securely packed to avoid any damage during the return journey.