FAQ's

Here you can find the questions most commonly asked by our customers

Payment
How can I pay for my order? Payment can be done in 2 ways:

1. Payment through our online shop: www.by-mary.co

2. Through the online shop of our partner So Chic: www.sochic.ae and at the So Chic boutique from Sunday to Thursday – 9am to 5pm: Villa 6, Al Wasl Road, Umm Suqeim 1, Dubai

As soon as the payment is received, the processing of your order will be started.

 

Made to order
Why are these clothes so unique? 
All clothes from By Mary are designed with love by Marie Hosatte and made by hand in The United Arab Emirates with great care and an eye for detail. The carefully selected fabrics are produced in on off batches and will be adjusted to fit the body of the woman who will be wearing the garment, meaning that the clothes are truly limited editions. This also means that the garment will only be produced after the order is placed and the payment is received. 

  

Fabrics
Where can I learn more about fabrics? On the Unique Clothes page you can read more about the fabric that we use for our garments.

Where do the fabrics come from? The patterns of the fabrics come from Africa and they are produced in The Netherlands. All fabrics are of the highest quality and traditionally produced.


Delivery and shipping costs
How long will the delivery of my order take? When the delivery address is in Dubai, our aim is to deliver your order within 2 working days (sun – thu). When the delivery address is outside of Dubai, we aim to ship your order within 2 working days. Delivery will depend on the location.

What are the delivery costs? Delivery is free for all deliveries within Dubai and from 30 - 50 aed for deliveries with Fetchr in the UAE. Outside of the UAE the price of delivery depends on the location. 

 

Ethics
Where are your garments produced? We produce all custom-made products in a tailor shop in The UAE. All personnel is employed by us and we therefore have full overview of working conditions, salaries, environmental conditions etc. As a consequence, we can guarantee that all production processes are carried out under fair and well-managed conditions.


What is do you do for social responsibility? We believe that it is important to give back to the continent where Marie Hosatte grew up and share the success of By Mary with them. That is why we donate AED 50.00 per garment to an orphanage in Ivory coast.


Claims and Returns
I just unpacked my garment and it has some stains on it. What do I do? It can happen that there are remains of tailor’s chalk left on the garment and in some cases patterns from the ironing process. Please wash the garment once according to the washing instructions inside (hand wash) without using any extra treatment or bleach. Should there still be a stain afterwards, please send us a picture of it to contact@by-mary.co so we can investigate this further.

I ordered a garment and it does not fit. What should I do? As for all garments that can be washed according to the care instructions inside the garment, please wash it first. We add a certain amount of fabric during production to adjust for the shrinkage that occurs during the first few washes. If the garment still doesn’t fit, you can let us know within 7 days and use our fit guarantee. We will make an appointment to have one of our tailors come by and make 1 alteration.

I would like to make a return. What do I do? Since all our clothes are made to order from limited edition fabrics, these cannot be sold to anyone else and therefore cannot be returned.

Accessories such as bags can be returned or exchanged within 7 days. Send the unused items in their original packaging to

By Mary
Capricorn Tower, 6th floor, office #604
Sheikh Zayed Road, 
Besides Emirates Tower Metro Station

You are responsible for the returned goods until it reaches us. Order number or customer number must be clearly included in the return. Please also advise if you wish to have a refund or to exchange the merchandise for something else.

 

Customer Service
If you have any questions or complaints you can email us at contact@by-mary.co or call us at +971 56 115 0028. We aspire to always answer your query within 24 hours Sunday to Thursday. Should you not receive an answer from us within this given time frame, please get in touch with us again.

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