FAQ

Contact and Customer Service

You can contact MAYBACH Icons of Luxury customer service by email or phone. Email: berlin@maybach-luxury.com Phone: +49 (0) 30 88 67 64 44, available Monday to Friday from 10:00 a.m. to 7:00 p.m. and Saturday from 10:00 a.m. to 6:00 p.m. CET.

Personal consultations are available. These can be arranged on request by contacting our customer service team or directly in one of our boutiques.

Our customer service team strives to respond to inquiries as quickly as possible. You will typically receive a response within 24 to 48 hours.

You can find information about your order in your customer profile. There you can view the order status, check delivery details, and download invoices.

Outside of service hours, please use the contact form; we will get back to you on the next business day!

Order and Payment

We accept payments via PayPal, Visa, Mastercard, and American Express. Alternatively, we offer you the option of paying for your order in advance. Once we have received your payment, your order will be processed and shipped immediately.

A customer account is required to place your order. This ensures smooth processing, facilitates the management of your orders, and enables personalized service.

Changes or cancellations to your order are possible upon request. Please contact our customer service immediately so that we can review your request and accommodate it as best as possible.

Once payment has been successfully received, you will immediately receive an order confirmation by email. This contains all relevant information about your order and serves as proof of purchase.

You can view the status of your payment at any time in your customer profile under “Orders.” You will also receive a payment confirmation by email. For credit card payments, the confirmation may be displayed before the payment has been finalized. If you are unsure, please contact our customer service team, who will provide you with reliable information about the current status of your payment.

Product care and Materials

Proper care depends on the type of leather. Natural-coloured blank leather should be cleaned regularly with saddle soap and oiled sparingly only when necessary, which will allow a beautiful patina to develop over time. Blank leather in black, chocolate or tobacco should also be cleaned with saddle soap and treated regularly with beeswax grease to maintain suppleness and protection. Oiled leather (soft leather) requires regular treatment with beeswax grease or care milk after cleaning with saddle soap to keep it soft and durable. Suede leather must not be oiled or greased and should only be cleaned with a brush or, if necessary, a special suede leather care spray. It is important never to oil leather too heavily, as this will make it spongy and cause it to lose its stability.

A saddle combines different types of leather, each of which requires individual care. Natural-coloured blank leather should be cleaned with saddle soap and water and only oiled sparingly if it is very hard, before being protected with beeswax grease. Blank leather in black, chocolate or tobacco is also cleaned with saddle soap and regularly treated with beeswax grease. After cleaning with saddle soap, oiled leather is kept supple and resistant by treating it with beeswax grease or care milk. Suede on the underside must not be oiled or greased, but only treated with a brush or special suede care spray. Particularly stressed areas such as leg pads or stirrup straps should be greased more frequently, and wear parts such as girth straps should be checked regularly and replaced if necessary. See further information and “How to care for leather goods correctly.” In addition, the saddles feature carbon parts that are coated using a patented process. These ensure exceptional stability and an elegant appearance. To clean the carbon surfaces, simply use a soft, slightly damp cloth, followed by careful drying with a soft, dry cloth. This largely prevents fine scratches caused by dust or sand and preserves the high-quality surface.

Yes, you can request a repair. To do so, please contact MAYBACH Icons of Luxury customer service by email or phone: Email: berlin@maybach-luxury.com Phone: +49 (0) 30 88 67 64 44, available Monday to Friday from 10:00 a.m. to 7:00 p.m. and Saturday from 10:00 a.m. to 6:00 p.m. CET.

Leather and other delicate materials should always be stored in a dry, clean, and well-ventilated place. Direct sunlight and damp environments should be avoided, as they can dry out the material, cause it to harden, or promote mold growth. Leather goods are best stored in breathable cotton bags or covers, not plastic, to allow air to circulate. Saddles should be stored on suitable racks to retain their shape. Suede leather should also be protected from dust, for example by covering it with breathable materials.

Personalized products

Yes, products can be customized upon request. Please contact MAYBACH Icons of Luxury customer service: Email: berlin@maybach-luxury.com Phone: +49 (0) 30 88 67 64 44, available Monday to Friday 10:00 a.m.–7:00 p.m. and Saturday 10:00 a.m.–6:00 p.m. CET.

Yes, the delivery time for personalized products may be longer depending on the type of customization. For exact information on delivery times, please contact MAYBACH Icons of Luxury customer service: Email: berlin@maybach-luxury.com Phone: +49 (0) 30 88 67 64 44, available Monday to Friday 10:00 a.m.–7:00 p.m.

Personalized products cannot be returned. All personalized items that have been made to special customer specifications are excluded from return. For questions or further information, please contact MAYBACH Icons of Luxury customer service: Email: berlin@maybach-luxury.com Phone: +49 (0) 30 88 67 64 44, available Monday to Friday 10:00 a.m.–7:00 p.m. and Saturday 10:00 a.m.–6:00 p.m. CET.

Information on possible restrictions regarding materials for personalized products can be obtained from MAYBACH Icons of Luxury customer service. For questions or further information, please contact MAYBACH Icons of Luxury customer service: Email: berlin@maybach-luxury.com Phone: +49 (0) 30 88 67 64 44, available Monday to Friday 10:00 a.m.–7:00 p.m. and Saturday 10:00 a.m.–6:00 p.m. CET.

Shipping and Delivery

Shipping within Germany and within the EU usually takes 3 to 6 business days. For personalized orders that must first be manufactured, such as saddles or other saddlery items, the delivery time may be longer. In these cases, we will inform you individually about the expected shipping date.

Shipping to the US usually takes 7 to 10 business days or longer. For all other international destinations, delivery time is 4 to 6 business days. For personalized orders that must first be manufactured, such as saddles or other saddlery items, delivery time may be longer. In these cases, we will inform you individually about the expected shipping date.

Shipping costs are displayed during the ordering process. Standard shipping within the EU is free of charge. For the US and the rest of the world, standard shipping costs 35 EUR/USD. Shipping is free for orders over 1000 EUR/USD. All shipments are sent from Germany. For orders outside the EU, additional import duties may apply, which are to be paid by the recipient.

Once your order has been shipped, you will receive a tracking link via email. You can use this link to check the current status of your delivery at any time.

The delivery address can be changed later in the customer profile. If an order has already been shipped, please contact customer service directly.

Gift wrapping is offered free of charge. During checkout, the corresponding field can be selected and activated by checking the box.

Return and Exchange

At MAYBACH Icons of Luxury, you have the right to return your order within 30 days of receipt without giving a reason. To initiate a return or exchange, please contact our customer service team by email at berlin@maybach-luxury.com
or by phone. You will receive a return confirmation with further instructions. Please return the product in its original packaging and in unused condition to the specified address within 14 days of receiving the return confirmation. The customer is responsible for the cost of return shipping. Personalized items, opened perfumes, or used vehicle accessories are excluded from return. After receipt and inspection of the return, the purchase price will be refunded to the original payment method within 14 days. An exchange is possible if the desired product is available. In the event of price differences, the difference will be refunded or charged. Leather goods are covered by a one-year warranty from the date of purchase for material or manufacturing defects, which will be repaired or replaced free of charge. Damage caused by improper use, wear and tear, or external influences is excluded. If you have any questions, please contact our customer service team by phone at +49 (0) 30 88 67 64 44 or by email.

Personalized items cannot be exchanged or returned.

Returns are possible, but must be selected as an option at checkout. Return shipping costs will only be incurred if this option is not selected.

After successful inspection of the returned products, the purchase price will be refunded within 14 days to the original payment method. Please note that processing times may vary depending on the payment method and bank. A more detailed description of the refund process can be found at the bottom of the website under “Legal Information” and then “Return Policy.”

The return period at MAYBACH Icons of Luxury is a total of 30 days from receipt of the goods for notification of the return. After registering the return, the product must be returned within 14 days of receiving the return confirmation.