FAQ.

DELIVERY FEES


UK : FREE

European Union: £15

USA: £25

DELIVERY TIME AND HOW CAN I TRACK MY ORDER?

When your order is packed and dispatched we send you  a “Shipping Confirmation” with a tracking information by email which recapitulates the products you ordered and gives you an estimated delivery date. 

Please note the delivery the delivery times shown below is only an estimation after you received your “Shipping Confirmation” email. However please allow 10 working days to cover any unforeseen delays. If you don’t receive your parcel after 10 working days, please contact us at info@maraina-london.com by indicating your name and your “Shipping Confirmation” number.

UK: 2 business days 

Europe: 5-6 business days 

USA: 5-6 business days after

DELIVERY COUNTRIES

We delivered to the following countries: 

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia,  France, Finland, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Latvia, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, USA and United Kingdom.

If you live in a country not mentioned above, please contact us at info@maraina-london.com.

THE MATERIALS WE USE

We chose to exclusively use raffia and cotton for the conception of our products.

Raffia is a natural fiber from Raffia palm, a native plant in  Madagascar. It is traditionally used in handcraft.

BAG COLOUR

Our artisans dye our raffia by hand. Despite all the care taken in the materials choice and its dyeing, raffia strands are naturally irregular and their colouring not perfectly even. Therefore two similar products (i.e. same item, same colour) can present two different shades of colour. It makes each bag unique.

PRODUCT DIMENSIONS

All our products are hand-crocheted. Despite all the care we take to respect the given dimensions on this website, product dimensions can slightly vary. It does not affect the bag design.

HOW TO CLEAN YOUR BAG?

Gently wipe with a damp cloth. Please do not soak bag in water.

DO I NEED TO CREATE AN USER PROFILE TO ORDER A PRODUCT?

You do not need to create an user profile to make an order a product. Nevertheless we recommend to create one as you will not have to enter your personal details again next time you place a new order.

WHAT TO DO IF I FORGOT MY USERNAME/PASSWORD?

If you forgot your password or your username, click on “forgot my password” link below the log in access. We will email you information about how you can reset your password.

ARE MY CARD DETAILS AND PERSONAL INFORMATION SAFE?

We use a third party payment provider called Stripe. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification.

Maraina Limited does not hold any credit details and these would have to be re-entered each time you would like to buy goods from this website.
Once you have entered your card details, Stripe will securely send these details to the bank to be authorised. This is a completely secure process and we ensure that your details cannot be accessed by a third party. 

HOW DO I CANCEL AN ORDER?

If you want to cancel an order please let us know as soon as possible. You are entitled to cancel your order and return the goods within 7 working days and we will refund the cost of the item(s). Do this by contacting us by email at contact@maraina-london.com quoting the “Dispatch Confirmation” number supplied to you. We will offer a full refund if the item is returned unused and in a saleable condition within 30 days of you receiving it.

Customers are responsible for the cost and risk of loss or damage when returning the goods unless the item is faulty.