Frequently Asked Questions aka FAQ

orders and shipping


 

Where do you ship? 

You're in luck, we ship globally!

You can find more information about shipping in our shipping policy.

For import duties and tariffs, please note that we are based in London, UK.

 

The item I want to buy is out of stock, can I still get it?

Yes. On the product page, there should either be an option to pre-order or to be notified when the item is back in-stock. If you have any questions about this, please pop us an email at hello@mai-mo.com.

 

How long will it take for my order to arrive?

I do my best to dispatch orders within 24 hours. The delivery time varies depending on location and time of the year but is generally:

  • UK: 2-4 working days
  • Europe: 3-5 working days
  • Rest of the world: 6-7 working days

 

What payments method do you offer?

You can pay safely with debit and credit card (Visa, MasterCard, American Express, Maestro), Apple Pay, Shop Pay, and Google Pay.

 

There is issue with my order

All mai mo experiences should be good ones so let's sort your issue out straight away. Please email us at hello@mai-mo.com and we will come up with a solution.

 

What is your return and exchange policy?

At mai mo you have 14 days of return and exchange on all orders. Please note that returns or exchanges are only accepted when the item has not been opened and is still in its original packaging. If an item is returned in other conditions, an appropriate charge can be deducted from the refund.

If you want to arrange a return, please email hello@mai-mo.com. Kindly note that shipping and taxes are non-refundable and that return shipping is paid for by the customer.

You can find more information about mai mo's returns and exchange policy here.

 

What stores can I find mai mo in?

At the moment, you can find our puzzles here in our webshop, on Puzzledly.com (american site) and in small stores in France and Belgium.

If you have any suggestions on where you would like to find our puzzles or if you would like to stock them in a store, please email us at hello@mai-mo.com with your suggestions.

 

work with us

I want to see my artwork on a mai mo puzzle

Exciting! I would love to hear from you to take this to the next step, just write me an email and include any artwork in a PDF format to hello@mai-mo.com and let's take it from there. 

 

I want to work with MAI MO

That’s great news, I’m not looking for anyone to join at this moment but would still love to hear from you. Send me an email hello@mai-mo.com and we can see if there are any opportunities available in the near future. 

 
 

about mai mo

How can I contact you?

If you have any questions or comments you can use the contact page or pop us an email at hello@mai-mo.com. We usually get back to you within 24 hours!

 

Where is mai mo based?

In Notting Hill, London.

   

Where are mai mo's jigsaw puzzles made?

Finding a manufacturer who wanted to work together on a smaller batch of puzzles, with the specific requirements I had, took a long time. But after a lot of work, I found the perfect manufacturing partner in Shenzen, China, where all mai mo puzzles are now made.

The puzzle quality is wonderful aspect but what really makes me happy is their commitment to a safe and sustainable production. 120 staff members are unionised, out of a total of 130 workers. The manufacturer we work with is also CE certified, meaning that they conform with the health, safety, and environmental protection standards for products sold within the EU. Additionally, they are ICTI certified, which is an ethical toy certificate achieving social compliance in the toy production supply chain. They are also also ISO 9001 certified, meaning that they have a quality management system in place to ensure consistency and high-quality products. Last, but not least, they are TÜV SÜD certified, which shows a further commitment to safety and sustainability.

Because we care about the environment all of our puzzles are shipped via ships from China to avoid the larger emissions of air transport. It takes a bit longer, but saves energy and emissions which I prefer.

 
 

wholesale

Got a wholesale enquiry?

To spread beautiful playfulness around the world, we work closely with select retailers. If you want to see mai mo puzzles in a store, please email us at hello@mai-mo.com with the subject line “wholesale enquiry”.