FAQS
We've got your questions covered
ORDER AND DELIVERY
ORDER TRACKING
You will get an email from our delivery partner containing the tracking number once your order has been dispatched from the warehouse.
If the tracking number isn’t active yet, please wait a few hours and try again, as it might take some time for the system to reflect the most recent updates.
SHIPPING TIME AND EXPENSES
We ship all products within 24-48 hours of purchase, ensuring you get your order as soon as possible.
Currently we offer Fast & Free Shipping.
You will receive your product usually within 3-12 business days of placing your order.
ORDER MODIFICATION AND CANCELLATION
Order processing begins quickly, so we cannot promise that we’ll be able to make changes or cancel your order in time.
Once an order is finalized, modifications or cancellations are no longer possible. However, feel free to reach out to our Customer Service team at info@mahoeyewear.com, and we’ll do our best to assist you.
CUSTOM CLEARANCE
When purchasing from outside your country, customs duties and taxes may apply. These charges are determined by each country's regulations and are not controlled by Maho.
Before completing your purchase, when selecting the shipping method, a notification will appear if there are any additional customs-related costs or taxes not already included.
EXCHANGE AND RETURNS
RETURN AND EXCHANGE POLICY
You have 14 days from the date you receive your order to request a return or exchange.
To begin the process, you must first submit a request. Once approved, you can send the item back to our office using the courier of your choice. After we receive the package and confirm it’s in good condition, we’ll either issue a refund or proceed with the exchange.
Please note that returns or exchanges are only accepted if the product is in perfect condition—unused and in its original packaging. Be sure to include a NOTE INSIDE THE PACKAGE stating whether it's a Return or Exchange (and the model you’d like), along with your Full Name and Order Number. If your order was delivered to the USA, please email us at info@mahoeyewear.com with your order number, the item you'd like to return or exchange, and the product you’d like to receive in exchange.
*Remember, unless the return or exchange is due to a manufacturing defect or an error on our part, return shipping costs will be the responsibility of the customer.
ERRONEOUS ORDER
To help us resolve the issue more quickly, please include your order number and send us a photo of the product, along with a photo of the back of the box showing the label.
Additionally, if it concerns a pair of glasses, please include a photo of the temple where the serial number is visible.
REFUND
If your return is approved, the refund will be processed within 7 business days using the same payment method you used for the original purchase.
You will receive an email confirmation once the transaction has been completed.
After the refund is issued, it may take between 1 to 10 business days to appear in your account, depending on your bank's processing times.
PRODUCT INFORMATION
MEASUREMENTS
You can view the measurements of a specific product in the "Characteristics" section on its product page.
MAHO LENS PROTECTION
MAHO sunglasses feature UV400 lenses that block 100% of ultraviolet radiation and are certified by the European Union.
For models with polarized lenses, an additional polarized filter helps reduce glare caused by sunlight reflecting off water, snow, metal surfaces, or intense lights—effectively minimizing visual fatigue.
The lenses are made with cutting-edge international AntiScratch coating technology, adding an extra layer of protection to improve durability against heat, moisture, impacts, and scratches.
An oleophobic coating enhances surface smoothness and resists dirt, repelling water, oils, and sweat for easy, streak-free cleaning.
All MAHO sunglasses meet the following quality standards: ISO 9001, ISO 9002, European Standard EN ISO 12312-1:2013, American Standard ANSI Z80.3:2008, and Australian Standard AS/NZS 1067:2003.
GLASSES CARE
We recommend the following care instructions:
- Clean your sunglasses using a soft cloth and avoid using soap and water.
- Keep them away from direct light sources for extended periods.
- Avoid placing the glasses face down or dragging them across hard surfaces, as this could scratch the lenses.
PRESCIPTION LENSES
Maho does not provide prescription lenses, as we do not produce them.
However, if you wish to have the lenses replaced at your local optician, we recommend choosing frames made of metal, acetate, or bio-acetate.
WARRANTY AND REPAIR
CONTENT AND DURATION OF WARRANTY
Maho provides a lifetime warranty on all its glasses, covering any soldering point failures resulting from manufacturing defects. This warranty does not apply to normal wear and tear, such as scratched or broken lenses, or damage caused by misuse or mishandling.
To claim the warranty, you must contact Customer Service and provide details of the defective product, along with proof of purchase and a clear photo of the item.
*Maho reserves the right to decline free warranty service if the required documents are missing, incomplete, or illegible.
WARRANTY LIMITATIONS
This warranty does not cover the following:
- Defects or damage resulting from loss, theft, fire, water exposure, or natural disasters.
- Damage caused by improper use, negligence, lack of care (such as impacts, crushing, dents, or broken lenses), or accidents.
- Defects and damage due to normal wear and tear, including consumable components that are expected to require regular replacement over the product's lifespan.
DEFECTIVE PRODUCT
If you’ve received a defective product, we recommend contacting our Customer Service team at info@mahoeyewear.com.
To help us resolve the issue more quickly, please include your order number, a photo of the product, and an image of the back of the box showing the label.
Additionally, if it concerns a pair of sunglasses, please attach a photo of the temple where the serial number is visible.
SALES AND PROMOTIONS
HOW LONG DOES THE CURRENT PROMOTION LAST?
The "MAHO DEAL" promotion begins on August 3rd, 2025, and ends on September 14th, 2025.
DOES THIS PROMOTION APPLY TO ALL PRODUCTS?
The offer is valid on all eyewear products except those labeled as Limited.
PAYMENT AND SECURITY
PAYMENT METHODS
- Credit cards: VISA, MasterCard
- Debit cards: VISA, MasterCard
- Paypal
- Apple Pay
- Amex
- Google Pay
- Shop
- Union Pay
DECLINED PAYMENTS
The three most common reasons a payment may be declined by our system are:
- Insufficient funds: Please ensure your account has enough balance to complete the purchase.
- Card issued in a different country: Verify that the credit card you’re using was issued in the same country where you're making the purchase.
- Bank security blocks: Your bank may be blocking the transaction for security reasons. We recommend contacting them to confirm and authorize the payment.
PAYMENT AND ORDER CONFIRMATION
The total amount of your order will be charged to your account once the order and payment have been successfully processed and approved.
If payment is not received after the order has been processed, Maho reserves the right to cancel the order automatically and without prior notice.
You will receive an email confirmation as soon as your order is shipped, sent to the email address you provided during checkout. If you do not see the email, please be sure to check your spam or junk folder.
For any questions or concerns, feel free to contact us at info@mahoeyewear.com with your order details.
SECURITY OF PAYMENT INFORMATION
All transactions are securely processed by our payment service provider, Shopify, using encrypted technology and in compliance with strict banking standards.
Your card information is transmitted directly to the bank and cannot be accessed, stored, or retrieved by us.
DISCOUNT APPLICATION
The discounts we offer are valid only for purchases made through our official website and are available for a limited time.
If you entered a discount code during checkout but it wasn’t applied, please ensure the code was valid at the time of your purchase. If the code was valid and still didn’t apply, feel free to contact us at info@mahoeyewear.com, and we’ll be happy to assist you ;)
PAYMENT BY BANK TRANSFER
At this time, payment by bank transfer is not available. However, you can complete your purchase using a debit card, credit card, or PayPal.
OTHER QUESTIONS
I WANT TO BECOME A MAHO DISTRIBUTOR
Great! Feel free to write to us at our contact email: stores@mahoeyewear.com
Make sure to include any relevant information that can help us assist you more efficiently.
I WANT TO WORK AT MAHO
At Maho, there are exciting opportunities for growth, and we’re looking for individuals who are driven by challenges and ambitious in their goals.
You can send your CV and cover letter to info@mahoeyewear.com, and we’ll be happy to consider your application for upcoming openings.
ANY MORE QUESTIONS?
You can reach out to us through the contact link located in the footer of our website, or by emailing us directly at info@mahoeyewear.com. We’ll get back to you as soon as possible!