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Once the returned items have been received, we will issue you a promotion code to the value of your returned item(s) by email. You can enter this as ‘promotion code’ during checkout at maxwellandwilliams.com.au to receive your credited amount off your next order!

","question","How does an online store credit work?","

Once the returned items have been received by our warehouse team, a refund will be applied to your original payment method and you will notified. Please allow up to 3 business days for this to show up in your account.

","When and how will I be refunded?","

Unfortunately not, no. Please communicate with the place of purchase for any exchanges.

","Can I return or exchange my items at a stockist instead?","

Please fill out our Return Request form, attach an image of your damaged item(s), and select replacement. Once viewed, we will be in touch.

","An item in my order arrived damaged, what do I do?","

If you change your mind about a purchase with us online and would like to exchange it for another item, you may return the product within 30 days from the date of purchase. Please fill out our Returns Request form here, we will be in touch shortly. We can offer a full refund, excluding initial and return delivery fees, or an online store credit for use at maxwellandwilliams.com.au

","How do I exchange an item?","

If you change your mind about a purchase with us online, you may return the product within 30 days from the date of purchase. Please fill out our Returns Request form, we will be in touch shortly. We can offer a full refund, excluding initial and return delivery fees, or an online store credit for use at maxwellandwilliams.com.au

","How do I return an item?",{"_25":51,"_11":52,"_28":53},"d37172ff-63a0-4658-b47d-706250f55b50","Shipping & Delivery",[54,55,56,57,58,59,60,61,62,63],{"_36":82,"_38":83},{"_36":80,"_38":81},{"_36":78,"_38":79},{"_36":76,"_38":77},{"_36":74,"_38":75},{"_36":72,"_38":73},{"_36":70,"_38":71},{"_36":68,"_38":69},{"_36":66,"_38":67},{"_36":64,"_38":65},"

Please be aware your order may be arriving in more than one parcel, you can check how many individual parcels are in your delivery through your Australia Post tracking information. If you are missing an item in your delivery, please contact us with your order number and details for further assistance.

","Why has only part of my order has arrived?","

Yes, someone will need to be available to sign on delivery. If someone is not available, a ‘missed delivery notice’ will be left with information on how to collect from your local Post Office. If left uncollected for 10 business days, the parcel will be returned to sender.
For your convenience, we recommend having your order sent to your work address if being at home during business hours is not an option.

","Does someone need to be home to accept the delivery?","

At this stage we are unable to deliver to PO boxes.

","Can my order be delivered to a PO Box?","

Please contact us as soon as possible with any change of address requests. If your parcel is already on it’s way, you will need to ‘redirect’ your parcel to the preferred address by accessing your Australia Post tracking information online and following the prompts.

","How do I change my delivery address?","

No, at this stage we are not able to accommodate customer pickups from our warehouse, or through our stockists.

","Can I pick up my order from the warehouse or a retail store instead?","

Once your order has been received by the carrier, you will receive your tracking information to either the email or mobile entered when you placed the order. If you have not received this, please contact us for further assistance.

","How do I track my order?","

Due to the ongoing global situation around COVID-19, your order from Maxwell & Williams online may take longer than usual. We appreciate your patience in this period and thank you for your continued support.

Dispatch: At present we are aiming to dispatch all orders within 3 business days.

Delivery: Our carrier Australia Post is currently experiencing delays and we anticipate your delivery will take longer than usual. Unfortunately we are unable to guarantee the timeframe for your delivery due to the changing situation. Please continue to check your tracking details with Australia Post for updates on your delivery status.

During normal trading conditions, estimated delivery times are:

Melbourne: 2 Business Days
Sydney, Brisbane, Hobart, Canberra: 3-4 Business Days
Perth, Darwin: 5-6 Business Days

*Please allow up to 8 business days for rural or remote areas, and that these time frames are estimates, and our carrier endeavours to meet these estimates at all times.

","How long will my order take to arrive?","

Due to the ongoing global situation around COVID-19, your order from Maxwell & Williams online may take longer than usual. At present we are aiming to dispatch all orders within 3 business days. Please continue to check your tracking details with our carriers for updates on delivery times as they are experiencing delays. We appreciate your patience in this period and thank you for your continued support.

","When will my order be dispatched?","

We offer free standard delivery Australia-wide on orders over $100, and a $10 flat rate on all other orders.

","How much does delivery cost?","

We currently offer shipping to all Australian addresses.

","Where do you ship to?",{"_25":85,"_11":86,"_28":87},"b534cdf9-9f9a-4d76-a35b-bf26a9603a5f","Orders & Payment",[88,89,90,91,92,93],{"_36":104,"_38":105},{"_36":102,"_38":103},{"_36":100,"_38":101},{"_36":98,"_38":99},{"_36":96,"_38":97},{"_36":94,"_38":95},"

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.

","Is it safe to make card payments with you online?","

The Maxwell & Williams online store accepts Visa, MasterCard, American Express, and PayPal.

","Which payment methods are accepted?","

Your order confirmation also serves as a valid Australian Tax Invoice. If you have lost your invoice, or require more information, please contact us.

","Can you please supply me with an Australian Tax Invoice?","

As we aim to process and pack your order as quickly as possible, unfortunately changes are unable to be made once the order has been received by us.
If the order has not been dispatched from our warehouse, we are able to cancel the entire order and provide an online store credit to place a new order with the desired items.

","How do I add, remove, or make changes to my order?","

You can enter your online store credit as a ‘promotion code’ under your Order Summary before you proceed to checkout, or on the Addresses and Payment page.

","I have an online store credit, where can I enter this?","

You can enter your promotion code under your Order Summary before you proceed to checkout, or on the Addresses and Payment page.

","I have a promotion code, where can I enter this?",{"_25":107,"_11":108,"_28":109},"a28342fd-143c-4696-a1cb-1010fbc834e2","Products",[110,111,112],{"_36":117,"_38":118},{"_36":115,"_38":116},{"_36":113,"_38":114},"

Our online store currently only ships to Australian addresses, however, we have great distributors around the globe and are represented in over 50 international markets. For distributor information, please contact us.

","I live outside of Australia - where can I buy your products?","

Maxwell & Williams is available to purchase online but does not have a retail store or showroom of our own. We are stocked Australia-wide in many great stockists, a full list will be available soon.

","I would like to see a product in person, do you have a store or showroom I can visit?","

If you can’t find an item you’re looking for with us online please also check out our stockists for availability. If you are still having difficulty sourcing an item, it is possible this may have been discontinued.
If a significant time has passed since discontinuation and it is unlikely stockists have remaining availability, another great option is to keep an eye out online on sites such as Gumtree or eBay. We recommend searching the collection and brand name (eg: “kimono maxwell williams”) for the most inclusive results.

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Follow us on socials for new collections, collabs and a taste of inspiration!

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