Frequently Asked Questions
Products
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.
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.
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.
Orders & Payment
You can enter your promotion code under your Order Summary before you proceed to checkout, or on the Addresses and Payment page.
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.
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.
Your order confirmation also serves as a valid Australian Tax Invoice. If you have lost your invoice, or require more information, please contact us.
The Maxwell & Williams online store accepts Visa, MasterCard, American Express and PayPal. All payments are processed securely through the eWay Payment Gateway, with SSL encryption used across the website to keep your information safe.
Shipping & Delivery
We currently offer shipping to all Australian addresses.
We offer free standard delivery Australia-wide on orders over $100, and a $10 flat rate on all other orders.
We aim to dispatch all orders within 3 business days. 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.
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.
At this stage we are unable to deliver to PO boxes.
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.
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.
Returns & Exchanges
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
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
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.
Unfortunately not, no. Please communicate with the place of purchase for any exchanges.
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.
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!