At Mayamam Weavers, every product has a story. Our handwoven textiles are created by a women’s weaving cooperative in Guatemala, where quality, craftsmanship, and care are woven into every piece. But do you know what else is just as important to us as creating a beautiful product? Creating a beautiful customer experience.

A great product is the foundation of any business, but so are the people who bring that business to life. Happy customers who return, share their experiences, and introduce friends and family to our brand are what allow a small business like ours to continue growing.

At Mayamam Weavers, we believe customer care is an essential part of who we are. We want our customers to enjoy every step of their experience—from browsing our website, to placing their order, to opening their package and using their new piece whether it is something to wear or something to decorate their home.

Shopping online can sometimes feel impersonal, so we work hard to make the experience as easy and transparent as possible. We clearly share our shipping and return policies and promise to ship orders by the next business day. If a customer is not completely happy with their purchase, we offer a 30-day return policy for any reason. Customers can simply reach out by phone, email, or chat, and we will provide a return shipping label.

Personalized attention is our secret ingredient. As a small (some might say tiny!) team, we do our best to respond to every customer as quickly as possible. While we promise a response within 24 hours, most questions are answered within an hour or two during business hours. Whether someone has a question about product details, the cooperative, sizing, shipping, or choosing the perfect gift, we are always happy to help.

 Once a customer places an order, our shipping department gets packing. Every order is carefully wrapped in red tissue inside a white box. Inside you will find a postcard that shares a little bit about the cooperative.  We want the unboxing of your order to be part of the whole experience. You can see that every order is packed nicely enough to gift to someone as is, but we are happy to do more. Personal messages can be added to any order without a charge whether it is happy birthday or congratulations on your new home. Customers can add that in the notes at checkout. Checking the box “add gift items” will allow them to request a personal message at no charge. If they would like to add gift wrapping as well, it comes with red wrapping paper and blue ribbon, that can also be added at checkout and will cost $5.

 Custom work is another way we ensure our customers get what they want. It could be ordering a tablecloth that is bigger than what is listed on our website or a product that we make but don’t offer in every color. We have also had customers request products that aren’t on our website but made with our fabrics. For example, we have had a couple of people order religious stoles made with our Rainbow stripe and they came out beautifully. Once a customer reaches out with an idea or request, we get back to them with a price and an estimate of time to complete the product. For custom work, we collect a 50% deposit and then the balance is due when the product is ready to ship. We love bringing customers’ ideas to life.

For us, customer care is about more than answering questions or processing orders. It is about building relationships. Because at Mayamam Weavers, we believe every thread matters—and every customer is part of our story.