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Frequently Asked Questions

Shipping

What are your delivery costs and timeframes?

Shipping charges for your order will be calculated and displayed at checkout.

NATIONAL: Major cities & regional areas  |  2-4 business days  |  R75 (*subject to changes)

OUTLYING AREAS: Northern Cape  |  2-5 business days  |  R110 (*subject to changes)

You can access our full shipping and returns policy here.

How can I track my order?

Once your order has been shipped, we will send you a tracking number. Your parcel can be tracked on the FastWay website here.

Do you ship outside of South Africa?

Not right now but we plan to in the future.

Returns & Exchanges

My parcel is damaged, what should I do?

We ensure all our products are dispatched in perfect condition. Regrettably, no refunds or replacements will be given for products missing or damaged in transit. If you have received your order damaged from shipping, please send us an email with your order details to shop@maxandwillow.co.za.

You can access our full shipping and returns policy here.

There is a defect in the product, can I exchange it?

We are so sorry if this is the case. The majority of our products are handmade and crafted so defects are possible. However, we do ensure strict quality control.

Please send us photos of your defected order to shop@maxandwillow.co.za so we can assess the situation and discuss a way forward.

Please refer to our full shipping and returns policy here.

I have buyer's remorse, can I return my order & get a refund?

Sadly not. We do not offer refunds. Returns will only be made on defective orders.

Please refer to our full shipping and returns policy here.

Orders & Products

What is a pre-order?

Sometimes we will launch products which require a bit of time to create. We will then make the option to pre-order available. This means they are not surrently in stock and the date the product will be made available will be listed.

Should you purchase in-stock items along with items on pre-order, we will automatically ship them all together once the pre-ordered items are ready. Shipping in-stock items can be arranged at an additional shipping fee.

Can I add to an existing order?

Yes, of course you can! Just send us an email to shop@maxandwillow.co.za if you’d like to add more items to an existing order. Please note that this may incur a delay in your original shipping due to extra processing time.

I don't have a pet, do you have products just for humans?

Yes we do! You can shop our human collection right here.

I'm sending my order as a gift. Can you make it extra special?

We sure can 🙂 Just email us your order details and we’ll add a personal touch to your gift.