​Q: How can I get in contact with someone if  I cannot find an answer to my question on the Frequently Asked Questions page?

To contact a customer service representative, please send an email to customerservice@mori-maya.com and we will try to get back to you within 24 hours-- if not sooner. If applicable, please list your order number in the email. 


Q: How do I proceed with any questions, compliments or complaints about my order?

We prefer to take all questions, compliments, or complaints via email at shopmori.maya@gmail.com. It will allow you to give full details about your concerns, and allow us to have something to reference when addressing your concerns. 


Q: What do I do if my tracking status says “delivered” but I haven’t received my package?

We will conduct a thorough review of your order to make sure there are no discrepancies and that your package went out routinely. In the event that we find NO discrepancies, the next action item is to contact the carrier, USPS (United States Postal Service) directly. Give them your tracking number and let them know you have not received your package, even though the status of your tracking was changed to delivered. 


Q: What if I received my package but an item was missing?

Please send an email to shopmori.maya@gmail.com with "Missing item" in the subject line. Your email should also include your name, address, order number and the product number/description for the missing item. Within 1-2 business days, you will receive an email stating an investigation has been opened. First, we review our records to ensure that the items were packaged correctly before being sent to the customer. Second, we check inventory for an overage of the item. If steps 1 & 2 show no discrepancies, we will conclude our investigation by suggesting you contact the carrier (USPS) directly. If the error is on our end, we will re-send the item at no cost to you, along with a discount code for your next purchase with us. 


Q: What if I received an item that is damaged?

Please send an email to shopmori.maya@gmail.com with "Damaged item" in the subject line. Your email should also include your name, address, order number and the product number/description for the damaged item. We ask that you return the item. Upon receipt, we will mail a replacement item to you at no additional cost. Please note that you are responsible for the return shipping costs. 



Q: How can I change a product on my order?

Once you have placed your order, the order is logged and cannot be adjusted. We ask that you review the contents of your order before continuing to the payment section.


 Q: Can I modify the address once my order has been validated?

Yes. This type of adjustment is possible as long as the order has not shipped. Please contact us as soon as possible to make changes to your order.



Q: Where does my product ship from?

Atlanta, Georgia or Spring, Texas. 


Q: How long does shipping take?

You should expect to receive your package anywhere between 3-7 business days after placing your order unless stated otherwise in the product description.  Due to COVID-19, shipping may be unexpectedly interrupted. We will notify you if there are any changes. International orders may take longer. 


Q: Is it possible to have same day delivery? 

Yes. For expedited shipping, email shopmori.maya@gmail.com after you place your order with your order number so it can be processed. Please note you will be responsible for expedited shipping charges.


Q: Who is my package shipped through?

Standard Shipping is limited to the 48 contiguous United States. Shipping addresses in Hawaii, Alaska, APO/FPO, PO Boxes and US Territories will be shipped via USPS Priority Mail. We ship internationally as well using USPS Priority Mail.


Q: How can I track my order?

You will receive a shipping notification email that will notify you of the carrier we've used to ship your order, and the different tracking options available for it.


​Q: Can I return my order for a refund?

As a small business, it is our hope to be as accommodating as possible. At this time, there are no refunds, but we do allow exchanges for bracelets and necklaces only. All requests for an exchange must be submitted within 3 days of the purchase date. The item(s) must be unworn and in original condition and packaging. Once we have received the item, we will start the exchange of merchandise process. 

Return address is as follows:

2300 Peachford Rd Unit 4302 

Dunwoody GA 30338