Policies & Legal

At Soft BY MA, we aim to deliver your pieces with care, speed, and reliability.

1. Processing Time

Orders placed before 15:00 (CET) on business days are shipped the same day. All orders are processed within 1–2 business days. During launches, promotions, or high-demand periods, processing times may be slightly extended. If there is a significant delay, we will notify you via email. Once an order has been shipped, you will receive a shipping confirmation email containing tracking information.

2. Shipping Rates

3. Estimated Delivery Times

Delivery times are estimates only and may vary due to courier delays, customs processing, weather conditions, or other factors beyond our control.

• Netherlands: Standard 1–3 business days · Express 1–2 business days
• Europe: Standard 3–7 business days · Express 2–4 business days
• Switzerland: Standard 3–6 business days

4. Customs, Duties & Taxes

For orders within the European Union, VAT is included where applicable. For shipments to countries outside the EU, customs duties, import taxes, or additional fees may apply. These charges are determined by the destination country and are the responsibility of the customer. Soft BY MA is not responsible for delays caused by customs authorities.

5. Switzerland Orders

Orders shipped to Switzerland may be subject to Swiss import VAT, customs duties, and courier handling fees upon arrival. As Switzerland is not part of the EU, shipments are exported from the Netherlands on a Delivered At Place (DAP) basis. Any applicable import VAT, customs duties, or courier handling fees are the responsibility of the customer and may be collected by the courier before or upon delivery. If import charges are refused and the shipment is returned to us, the original shipping costs and any return shipping or administrative fees may be deducted from the refund.

6. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information. Please allow up to 24 hours for tracking updates to become active.

7. Delivery Responsibility

Please ensure your shipping address is correct at checkout. Soft BY MA is not responsible for orders delivered to incorrectly provided addresses, lost or stolen packages after confirmed delivery, courier delays, or delivery interruptions caused by events beyond our control. If your tracking states your package has been delivered but you have not received it, please contact the courier directly. We will assist where reasonably possible.

8. Undeliverable or Returned Packages

If a package is returned to us due to an incorrect or incomplete address, failed delivery attempts, or refusal of delivery, you may be responsible for additional shipping charges to resend the package.

At Soft BY MA, we want you to love your purchase. If something isn't quite right, we're here to help.

1. 30-Day Return Policy

We offer a 30-day return policy — you have 30 days from the date you receive your order to request a return. To be eligible, your item must be:

• Unworn and unused
• In its original condition with all tags attached
• In its original packaging
• Accompanied by proof of purchase

To start a return, please contact us at support@softbyma.com. Returns must be requested before being sent back — items returned without prior authorisation will not be accepted.

2. European Union — Right of Withdrawal (14-Day Cooling-Off Period)

If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This statutory right of withdrawal is included within our 30-day return period. If you exercise your right of withdrawal within 14 days:

• We will refund the full purchase price of the returned item(s)
• We will refund the original standard shipping costs (if applicable)
• Express or upgraded shipping costs are non-refundable
• You are responsible for the cost of returning the goods, unless the item is defective or incorrect

Nothing in this policy limits your statutory rights under applicable consumer protection law.

3. Non-Returnable Items

• Gift cards
• Items marked as final sale (after the 14-day statutory withdrawal period has expired)
• Products sealed for hygiene reasons that have been unsealed after delivery

4. Damages and Issues

Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at support@softbyma.com so we can resolve the issue.

5. Exchanges

We do not offer direct exchanges. To receive a different item, please return your original item and place a new order once your return has been approved.

6. Refunds

Once we receive and inspect your return, we will notify you of approval. If approved, refunds will be issued to your original payment method and processed within 10 business days. Your bank or payment provider may require additional time to post the refund. If more than 15 business days have passed since approval, please contact us at support@softbyma.com.

Last updated: March 9, 2026

Soft BY MA is committed to protecting your personal data and respecting your privacy. This policy describes how we collect, use, and disclose your personal information.

Personal Information We Collect

• Contact details — name, address, billing/shipping address, phone number, email
• Financial information — payment card details, transaction information (processed securely by Shopify — we never store card details)
• Account information — username, password, preferences and settings
• Transaction information — items viewed, purchased, returned or exchanged
• Communications — messages you send via our contact form or email
• Device & usage information — IP address, browser type, pages visited, collected via cookies

How We Use Your Information

• To process and fulfil your orders and manage your account
• To send order confirmations, shipping updates and customer support
• For marketing and promotional communications (with your consent)
• To detect and prevent fraud and ensure security
• To improve our services and shopping experience
• To comply with legal obligations

How We Disclose Your Information

We do not sell your personal data. We share it only with trusted third parties necessary to operate our business, including Shopify (our e-commerce platform), payment processors, shipping carriers, and email marketing providers. All third parties are bound by data protection agreements.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services. To learn more about how Shopify uses your personal information and any rights you may have, visit the Shopify Consumer Privacy Policy.

Cookies

We use cookies to improve your browsing experience, remember your cart, and analyse site traffic. You can manage cookie preferences in your browser settings. Disabling cookies may affect site functionality.

Your Rights (GDPR)

If you reside in the UK or European Economic Area, you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data
• Object to or restrict processing
• Withdraw consent to marketing at any time
• Lodge a complaint with your local data protection authority

To exercise any of these rights, contact us at support@softbyma.com. You may also exercise rights related to data processed by Shopify at privacy.shopify.com.

Children's Data

The Services are not intended for children. We do not knowingly collect personal information about children under the age of majority. If you believe a child has provided us with their information, please contact us for deletion.

International Transfers

We may transfer, store and process your personal information outside the country you live in. Transfers outside the EEA rely on recognised mechanisms such as the European Commission's Standard Contractual Clauses.

Changes to This Policy

We may update this Privacy Policy from time to time. The current version is always available on this page. For questions, contact us at support@softbyma.com or at De Nieuwe Erven 3, Unit 14520, 5431 NV Cuijk, NL.

Welcome to Soft BY MA. Please read these Terms carefully — by using our Services, you agree to be bound by them.

Section 1 — Access and Account

By using the Services, you represent that you are at least the age of majority in your jurisdiction. You are responsible for maintaining the confidentiality of your account credentials and for all activities conducted under your account.

Section 2 — Products and Representations

We make reasonable efforts to display product colours, fabrics and details as accurately as possible. Minor variations in appearance are not considered defects. All product descriptions, availability and pricing are subject to change without notice.

Section 3 — Orders and Purchases

By placing an order, you submit an offer to purchase. Orders are only accepted once payment has been successfully processed and confirmation issued. EU consumers benefit from the right of withdrawal as described in our Refund Policy.

Section 4 — Pricing and Billing

Prices are inclusive of VAT for EU customers. Import duties and taxes for non-EU shipments are the responsibility of the customer. You authorise us to charge your selected payment method at checkout.

Section 5 — Shipping and Delivery

Delivery times are estimates only. We are not responsible for delays caused by shipping carriers, customs, weather, or events beyond our reasonable control.

Section 6 — Intellectual Property

All content on the Services — including trademarks, logos, text, images, and design elements — is owned by Soft BY MA or its licensors. You may not reproduce, distribute, or commercially exploit any content without prior written consent. "Soft BY MA" and associated branding are trademarks of Soft BY MA.

Section 7 — Prohibited Uses

You may not use the Services for unlawful, abusive, fraudulent, or harmful purposes, including intellectual property infringement, harassment, data scraping, or interference with system security. Violation may result in termination of access.

Section 8 — Disclaimer of Warranties

To the maximum extent permitted by applicable law, and without limiting mandatory consumer rights under Dutch or EU law, the Services and products are provided "as is" and "as available." Nothing in this section excludes statutory guarantees of conformity applicable to consumers under EU law.

Section 9 — Limitation of Liability

To the maximum extent permitted by law, Soft BY MA shall not be liable for indirect, incidental, or consequential damages. Our total liability shall not exceed the amount paid by you for the product giving rise to the claim. Nothing herein excludes liability for death, personal injury, fraud, or any liability that cannot be excluded under applicable law.

Section 10 — Governing Law and Jurisdiction

These Terms are governed by the laws of the Netherlands. Disputes shall be submitted to the competent courts of Rotterdam, the Netherlands, unless mandatory consumer law provides otherwise. EU consumers may also benefit from mandatory provisions of the law of their country of residence.

Section 11 — Business Information

We aim to respond to all enquiries within 24 hours on business days.