Buyers FAQs

Customer Support & FAQs

How do I contact the seller about an item or my order?

If you have a question about a product, you should contact the seller directly.

• To contact a seller: Go to their shop page and click the “Ask a Question” button.

• If you’ve already placed an order, you’ll also find the seller’s email in your order confirmation email.

If you don’t hear back within 2 working days, please contact us at support@mayfli.co, and we’ll do our best to help resolve the issue.

How do I buy something?

You can shop without an account, but we highly recommend creating one to enjoy:

• Order tracking

• Saved wishlists and favourite shops

• Direct messaging with sellers

• The ability to leave reviews after your purchase

To place an order:

1. Go to the item page and click “Add to Basket.”

   Be sure to fill in any required fields (like personalisation details) before adding.

2. When you’re ready, click your basket (top right of the page) and follow the checkout steps.

Important: Adding an item to your basket does not reserve it. Items remain available for others to purchase until you check out.

When will my order arrive?

Shipping times vary between sellers. Please check the dispatch and delivery times listed on the product page or shop.
Many items are handmade or made to order, so processing times may be longer than standard.

Will I have to pay import duties or taxes? (For international buyers)

You may need to pay import duties, customs charges or taxes depending on your country’s laws.
Please check with your local customs office before placing an order if you're unsure.

How do I leave a review?

After your purchase, you can leave a product review, a shop review, or both.

• To leave a shop review: Go to the seller's shop and click on the “Reviews” tab.

• To leave a product review: Log into your account, go to Purchases, click the relevant item, and leave your review there.

How do I cancel, return, exchange, or request a refund?

You have 28 days from the purchase date to cancel, return, or exchange an item.

All returns must be sent back to the seller in the UK.
Please note: Personalised or custom items cannot be returned unless faulty.

For more information, visit our full Returns Policy.

I haven’t received my order – what should I do?

If your item hasn’t arrived within the expected timeframe:

1. Contact the seller via their shop’s “Contact” or “Ask a Question” button.

2. If you don’t hear back within 2 working days, contact us at support@mayfli.co and we’ll assist further.

Why can’t I add an item to my cart?

There are several possible reasons:

• You haven’t filled out all the required options (e.g. colour, size, custom text).

• The seller doesn’t currently ship to your location.

• The seller is on holiday and the shop is temporarily paused.

• The item is out of stock, you can usually sign up to be notified when it’s available again.

• The item is not available until a specific future date, which will be listed.

Need help? Contact the seller or email us at support@mayfli.co.