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Do I need an account to place an order?+

You can shop as a guest without creating an account. An account is required to save items to your wishlist and use eligible voucher codes.

Where can I find the scarf’s size and material?+

You can find the dimensions, material, and available colours on each product page. Please review these details before placing your order.

Will the product colour look exactly like the photos?+

We aim to show our colours as accurately as possible. However, slight differences may occur due to lighting, screen settings, and the device you use.

What payment methods do you accept?+

The available payment methods are displayed at checkout. Please complete your payment before the deadline shown in your payment instructions.

I have paid, but my order still shows “Awaiting payment”. What should I do?+

Please allow a little time for payment confirmation, then refresh your order page. If the status remains unchanged, contact our customer support with your order number and proof of payment. Please check with us before making another payment.

When will my order be prepared?+

Our order preparation hours are 08:00–20:00 WIB, every day. Orders are prepared after payment has been confirmed. Orders received outside these hours will be handled during the next preparation window. Dispatch time also depends on courier availability.

Which shipping services are available?+

Available couriers, shipping fees, and estimated delivery times are displayed at checkout based on your delivery address. Please make sure your address and phone number are correct.

How can I track my order?+

Open the private order link provided after checkout or in your order email to view your payment and delivery status. Your tracking number will appear once it is available. Guest customers can use this link without signing in. Please keep it private.

Why has my parcel not arrived within the estimated delivery time?+

Delivery estimates are provided by the courier and may change due to weather, public holidays, or operational conditions. Please check your tracking information or contact our customer support if you need help.

Can I change or cancel my order?+

Orders cannot be cancelled once payment has been confirmed. If you notice an incorrect item or delivery detail, contact our customer support as soon as possible. Changes depend on the order’s preparation and shipping status.

What should I do if I receive an incorrect or damaged item?+

Please contact our customer support within 24 hours of receiving your parcel. Include your order number and clear photos of the item and packaging so we can review the issue and advise you on the return, replacement, or refund process. Please contact us before sending anything back.

Who pays for return or exchange shipping?+

If an approved return or exchange is caused by an error on our side, MAAU will cover the applicable shipping costs. For an approved exchange requested by the customer, shipping costs are the customer’s responsibility.

How do I use a voucher code?+

Sign in with a verified account and enter your voucher code at checkout. Each voucher has its own conditions, which may include an expiry date, minimum purchase, eligible products, usage limits, and a maximum discount.

How can I contact MAAU customer support?+

Use the contact options provided on our website. For questions about an existing order, please include your order number and a brief description of the issue so we can assist you more efficiently.