FAQ – Frequently Asked Questions

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What does made to order mean?
If an item has the stock status ‘available on back order’ it means that we will start knitting the item after you placed and paid for your order. Remember that all items are hand knitted. This should normally take a maximum of 10 working days. For the different items in our online shop the production time may vary and is stated on the product page in the section Delivery Time. Once we receive your order we will send you a separate email stating the expected shipping date. Remember that shipping time to your town or country does vary. You can find an overview on the approximate shipping time to your country here.

Can I alter the size or design of my order?
In some cases we can alter the pattern to make for instance the sleeves longer or offer you a different colour. Please note though, that these items will be customized especially for you and therefore can not be returned or refunded. For any requests please drop us an email at shop@maiami.de before you place your order.

During checkout I filled in the wrong delivery/billing address. What can I do?
Send us an email stating your order number with the correct address to shop@maiami.de and we will take care of it.

I have placed an order in the online shop but I am not sure if my order was successful. How will I know?
After every successful order an order receipt email will be sent out to you. If you are registered in our system you can also check the status of your order in your account. If you have not received any order receipt, please check your spam folder before you place a new order.

Can I track my order once it has been shipped?
Yes. Once your order has been dispatched, you will receive an email from our shipping company DHL containing your tracking number.

Which payment methods do we accept?
We accept Visa, Master Card and also payments via PayPal and Paydirekt. There is also the possibility of paying via Sofortüberweisung. All payments are processed through a secure checkout system called Payone. If you don’t want to pay via our website you can chose direct bank transfer as your payment method. We will send you our banking information along with your order receipt. As soon as we received the full amount we will send out/or start producing your order.
If you return items of your order, the refund will be send to the account you wired the original payment from.

I received a coupon code for the Maiami online shop. How do I use it?
Once you have placed the products that you would like to buy in the basket and proceed to checkout, you can enter your coupon code at the end in the respective field. Please click ’Apply Coupon’ and the amount of your coupon will be charged.

Do you ship outside of the EU?
Yes. We ship worldwide. If your country of residence does not appear on our website, please contact us at shop@maiami.de and we will calculate the shipping cost for you.

I live outside the EU, will I have to pay customs or import duty on my order?
Every country is different and depending on your country of residence you may have to pay customs or import duty. Normally it is a small percentage of the purchase price of your items. Please inform yourself about these costs before you purchase.

How long will delivery take?
Shipping times vary – however we will try to send out your parcel on the business day following your order placement when we have the item in stock. Once handed to shipping you will obtain a tracking number so you can see exactly where you parcel is and how long it will take until delivery. When items are made to order, delivery time will be advised when placing your order. You can find an overview on the approximate shipping time to your country here

Can I track my order once it has been shipped?
Yes. Once your order has been dispatched, you will receive an email from our shipping company DHL containing your tracking number.

How do I properly take care of my Maiami piece?
The best way to refresh our knitwear is by airing it outside in a shady place – mostly this will do the job!  Or, if necessary take it to your local dry cleaner.
Never put your wool garment in the washing machine or dryer.
If there is no way around washing it, we recommend a cool hand wash with liquid wool detergent. After washing, roll it in a towel and gently squeeze out excess water. Lay it out flat to dry, avoiding direct sunlight.

What if I want to change my order or cancel it?
Please send us an email to shop@maiami.de and we will take care of your request.

Do you offer refunds or exchanges if my garment doesn’t fit, is damaged or I simply change my mind?
Maiami has a 14 day return policy. Any unwanted items must be returned back to us, in their original condition with tags attached, within 14 days of receipt. Please refer to the Cancellation section of our website for more information on refunds and exchanges.

In which stores can I find your collection?
You can find a list of shops that carry the Maiami collection here

We would like to buy the Maiami collection for our store. Who do we contact?
Please check the Contact page of our website and get in touch with the respective sales agency for your area. If there is none, get in touch with us directly via sales@maiami.de.

Are really all items in the collection hand knitted?
Yes they are. We work with a number of personally known knitters mostly from Berlin/Germany, or family owned manufactures in the EU.

I fell in love with a Maiami piece in a magazine or on Instagram but the online shop doesn’t sell it. What can I do?
We don´t sell the complete Maiami collection in our online shop but we will try to make anything happen. So don’t be shy and send us a pic/screenshot of what you would like to buy and we will let you know if we can make it possible for you and how long it will take.

Why is there never a sale on the Basic Collection?
The Maiami Basic Collection is a carry-over collection which means that the style will never be old or on sell out and appears the same way in the following collection again.

How do I know what size I am?
Our garments come in sizes XS, S, M, L or XS, S/M, M/L. Most of our garments run true to size, however check the item description before purchase as some pieces are designed to be oversized.
You can also check our sizing chart to find the fitting size for you.

I want to join the Maiami mailing list to read about the newest releases and events. Where can I sign in?
You can subscribe here and we will send you updates approximately twice a month. If you don’t like what we have to say, you can can cancel your subscription at any time.

Do you offer jobs or internships?
Yes, we do! Please check our Job page for current job opportunities.

How can I get in touch with you?
You can send us an email to shop@maiami.de at any time and we will take care of your request as soon as possible.
If you would like to talk with us on the phone just give us a call at +49(0)30 39973849. Our online shop team is available on weekdays 09:00 – 18:00 Central European Time.