FAQ

 

General

Maxwell & Williams is available to purchase online but does not have its own retail stores or showroom.  If you would like to view our products we encourage you to visit one of our stockists. Our list of stockists can be found here.

Currently we are only selling online in Australia, however we can ship overseas in some circumstances. Please contact us at sales@maxwellandwilliams.com.au for more information.

ABN: 99 197 250 028

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Payment & Purchasing

The Maxwell & Williams online store accepts Visa and Mastercard credit card payments. We also accept PayPal payments.

Unfortunately, we are unable to offer payment upon delivery, as our couriers are not equipped to receive payments. As such full payment is required before your order is dispatched.

The Order Confirmation email that you receive when you make an order is a valid Australian Tax Invoice. If you have lost your invoice we will be happy to email you a new one. Simply email our sales team on sales@maxwellandwilliams.com.au with your request.

The Maxwell & Williams website uses SSL Encryption and all payments made on the Maxwell & Williams website are processed by the eWay Payment Gateway which is highly reliable and secure. We also offer PayPal as a payment method which is highly secure.

Delivery

Unfortunately we are not able to accommodate customer pickups – however we use a fast and reliable freight network to get your products delivered to you as quickly as possible.

Yes. All deliveries are sent via Australia Post eParcel and can easily be delivered to PO Boxes.

It is necessary for someone to be available to accept delivery as we use Australia Post who requires a signature as proof of receipt. For your convenience, we recommend having your order sent to your work address if being at home during business hours is not an option.

By close of business on the day your order has been dispatched, you will receive an email from us with full tracking details and information so that you can monitor your order online and in real time.

Typical delivery times expected are:

  • Melbourne - Approximately 1-3 business days
  • Sydney, Adelaide - Approximately 2-5 business days
  • Brisbane, Perth - Approximately 3-7 business days

All areas outside these metro locations please allow up to 8-10 business days.
Please note these time frames are estimates, and our carrier Australia Post, endeavours to meet these estimates at all times.

We offer Australia wide delivery for all products in the Maxwell & Williams range. All items are usually dispatched within 24 hours of payment. We use major carriers for shipping and we offer free delivery on orders over $100 and a $10 flat rate all other orders – Australia wide.

Dispatches occur next business day on Monday to Friday excluding public holidays.

Returns & Breakages

For all returns, the procedure is as follows:

  1. Contact us to advise the reason for the return.
  2. If the return is accepted, we will send/email you a Return Authority number as well as the return delivery address.
  3. Please place the product in a shipping package of appropriate size and put the return address on the outside, along with the Return Authority number.
  4. If you wish for us to organise the return postage we will happily assist, and deduct the cost of shipping from your refund

If the product you purchased from us is faulty or arrives damaged, we will issue you a replacement.

For all faulty products or breakages, the procedure is a follows:

  1. Contact us with a description of the faulty or broken item. We may ask you to supply photos of the faulty item if necessary.
  2. If the faulty item is accepted for return, we will send/email you a Return Authority number as well as the return delivery address.
  3. Please place the product in a shipping package of appropriate size and put the return address on the outside, along with the Return Authority number.
  4. We will send you a link to an online freight booking service so you can arrange a courier to pick the product at our expense.

We understand that there is a fault in our Daintree mugs which may cause cracking when exposed to hot liquid. If you have purchased these mugs, please discontinue use and return your mug(s) to the place of purchase for a full refund. Alternatively please contact Maxwell & Williams customer service on 03 9318 0466 for assistance. Further Information here.