Questions

Choose your bag and colour on the product page, add it to your cart and follow the steps at checkout. You do not need an account; your email address and shipping is enough for the confirmation and the tracking. Should anything go wrong along the way, email us at customerservice@maeden.nl and we place the order together.

You receive an order confirmation by email the moment your order is placed. If it has not arrived within a few minutes, it is usually in your spam folder. Still nothing? Email us at customerservice@maeden.nl and we check it for you.

Yes, as long as your order has not shipped. We process orders quickly, so email us at customerservice@maeden.nl as soon as you can and we change or cancel it for you. Once the parcel is on its way it can no longer be changed, but you are welcome to return it within 14 days of delivery.

Yes, until your order ships. Email us at customerservice@maeden.nl with your order number and the new address and we update it. Once the parcel is on its way, the address can no longer be changed.

A pre-order lets you secure a bag before it is available in (online) stores. The regular delivery time does not apply: we give you an estimated delivery date with your order confirmation and keep you informed until the bag is on its way.

Email us at customerservice@maeden.nl. We can tell you whether and when the bag returns, and whether one of our stockists still has it. New arrivals are announced in our newsletter, which you can join at the bottom of every page.

Yes. Email us at customerservice@maeden.nl with your order number and we send you the invoice.

Every order comes in our off-white Maeden packaging with a personal card, so there is nothing to add. To send the bag directly to someone else, enter their address at checkout. If you would like a personal note included, email us at customerservice@maeden.nl after placing your order and we take care of it. Want to keep it a surprise? Make sure you use your own email address for the order. 

Yes. We ship worldwide, and delivery is free of charge on every order, within Europe and to the rest of the world.

We aim to process your order as quickly as possible while making sure it meets the quality standards Maeden represents. As a guide: Europe 2–6 business days, rest of the world 4–10 business days. You receive the tracking as soon as the parcel is on its way.

Nothing. We ship every order free of charge, and duties and taxes are included.

All orders are shipped from Maeden in Amsterdam, the Netherlands.

Yes. Once your order has shipped you receive a shipping confirmation by email with a tracking number. If the tracking raises a question, email us at customerservice@maeden.nl and we look into it.

The carrier leaves a notification and offers a new delivery attempt or a pick-up point nearby; the options are shown in your tracking. Should the parcel come back to us, email us at customerservice@maeden.nl and we arrange a new delivery.

Check with neighbours and at the pick-up points shown in your tracking first. If it does not turn up, email us at customerservice@maeden.nl within 48 hours and we open an investigation with the carrier straight away.

No. Duties and taxes are included in your order, wherever we deliver. There is nothing to pay on arrival. If a carrier asks you for a payment, do not pay it and contact us at customerservice@maeden.nl.

With care. All purchases made at maeden.nl are packed in our off-white Maeden packaging. Every bag is protected by its cotton dust bag and soft tissue paper and placed in the Maeden box, together with a personal card. Larger accessories are shipped without a box, wrapped and packaged in an extra-large cotton cover bag.

iDEAL, Visa, PayPal, Mastercard and American Express. Visa and Mastercard payments are verified by a secure code.

Payment is debited from your card once you place the order.

All prices on maeden are in EUR or USD. If you pay with a card in another currency, your bank converts the amount at its own exchange rate.

Yes. The price you see is the price you pay. It includes VAT, and for deliveries outside the European Union also the import duties and taxes.

Yes. Payments are processed over a secure connection by our payment provider, and Maeden does not store your card details.

Enter the code in the discount field at checkout before you pay; the discount is applied immediately. One code can be used per order.

You are welcome to return your order within 14 days of delivery. Email us at customerservice@maeden.nl to start the return and we send you the instructions and the documents. Return the bag in its original packaging with those documents, and we take it from there.

Unused, undamaged and in the original packaging, including the dust bag and the documents provided by our service team. We check every returned bag for quality before we refund.

Return shipping is at your own cost. We regretfully cannot assume liability in cases of loss, theft or damage to the returned parcel, so we recommend a tracked and insured service.

Once your return has arrived and passed our quality check, we refund the purchase to your original payment method. Refunds are processed within 14 days after your return request has been received.

We refund the full amount you paid. Because duties and taxes were included in your order, there is nothing for you to reclaim.

Yes, subject to availability. Email us at customerservice@maeden.nl and we arrange the exchange with you. The same 14-day period applies.

We are sorry to hear it. Email us at customerservice@maeden.nl within 14 days of delivery with a photo of the item and your order number, and we resolve it with you as quickly as we can.

Keep the packaging and email us at customerservice@maeden.nl with photos of the parcel and the bag within 48 hours of delivery. We take it up with the carrier and send a replacement where needed.

Yes. Customers in the European Union may withdraw from their purchase within 14 days of delivery without giving a reason. Email us at customerservice@maeden.nl; the return conditions above apply.

Yes. Sale items can be returned under the same conditions as full-price items.

Every Maeden bag is designed in Amsterdam and made in Italy. Read more on Made in Italy.

Our leather is a by-product: our partnered tannery only produces leather from the hides of local dairy farms, so no animal is raised for its skin. Where each leather comes from and why we chose it is described on Impact and Material Logic.

Every product page lists the materials under Materials: the leather, the lining and the hardware. Why a leather is chosen for what it does is explained on Material Logic.

On every product page under Size and Fit: height, width, depth, shoulder drop and weight, in centimetres and inches.

Very close, but no two bags are identical. Natural variations in tone, marks and grain are inherent features of our leather. Colours can also render slightly differently from screen to screen.

Each product page has a Care section for its material. As a rule, keep leather away from rain, moisture and direct heat. Nubuck and suede ask for a little more attention: brush lightly with a soft suede brush to lift the nap and remove dust. Natural variations in tone, marks and grain are inherent to our leather. If you are unsure about a specific bag, email us at customerservice@maeden.nl.

In its dust bag, away from direct sunlight and heat, lightly filled with tissue paper so it keeps its shape.

Yes. Every bag comes with a signature cotton dust bag, for storing the bag when it is not in use.

Very little. We keep branding minimal and always in the material itself: the Maeden name is set into the hardware and, on some styles, embossed in the leather. Where and how it appears on a particular bag is described on its product page. If you would like to know more before you order, email us at customerservice@maeden.nl.

We do not offer monogramming or personalisation. If you have a question about a particular bag, email us at customerservice@maeden.nl.

Email us at customerservice@maeden.nl with a photo of the damage and your order number, and we look at the options with you.

Every Maeden bag is checked before it ships. Should a defect in material or workmanship appear, email us at customerservice@maeden.nl with photos and your order number; we assess it and repair or replace the bag where the fault is ours. Normal wear and damage from misuse are not covered.

Maeden is available at a selection of stores worldwide. Find them on Stockists.

Our studio is in Amsterdam, at Amstel 95-O. Visits are by appointment; email us at customerservice@maeden.nl.

Join with your email address at the bottom of every page. Every newsletter has an unsubscribe link at the bottom.

Email us at sales@maeden.nl and we will be in touch to see how we can best work together.

Email us at info@maeden.nl.

Open positions are announced on our LinkedIn page. Open applications are welcome at info@maeden.nl.

Maeden BV, Amstel 95-O, 1018 EL Amsterdam, The Netherlands. Registered with the Chamber of Commerce (KVK) under no. 75694409.