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Local Shipping & Returns Policy

Processing & Packing Orders
  • Please allow 5 – 7 working days for your order to be processed, excluding public holidays and weekends. We aim to work as fast as we can for your convenience. However, keep in mind that we are a small team of 2 humans and 2 doggos.
  • Please allow for possible delays in shipment due to high volumes, stock or courier issues. Our team will be in touch with you should this be the case.
  • All orders are shipped via courier from Somerset West, Cape Town.
  • Orders may be processed on weekends. Orders will only be shipped and delivered on weekdays. 
Delivery
  • Our courier will make contact with you to arrange delivery.
  • Please ensure you are able to sign for your delivery at your provided delivery address.
  • Should the courier be unable to contact you to make delivery you will be charged in full for the return to Max + Willow as well as the resend postage rates.
  • Shipping charges for your order will be calculated and displayed at checkout.

LOCAL COLLECTION: FREE (pre-arranged times and collections in Somerset West)

NATIONAL: R75 (*subject to changes)

OUTLYING AREAS: Northern Cape R110 (*subject to changes)

 

Loss or Damage
  • Customers must ensure to inspect package upon delivery and notify us of any damages or shortages immediately.
  • Should your order arrive and after 24 hours we receive no complaint, we assume your package is in order.
  • Max + Willow does not insure for loss or damage of goods during courier transit.
  • No refunds or replacements will be given for products missing or damaged in transit.
  • If you received your order damaged, we will assist you with information to make your claim against the courier.
Order Tracking

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

Communications
  • Max + Willow will be in touch with you via email, telephonically or via WhatsApp should there be any delay or issues relating to the processing, manufacturing or shipping of your order. Contact us on shop@maxandwillow.co.za should you have any questions.
Exchanges
  • Shipping for exchanges on damaged or defective orders will be for your account.
  • You will be liable for additional shipping charges should you need to exchange a product for incorrect sizing or product choice.
  • Please email shop@maxandwillow.co.za should you need to make an exchange and we will advise you on the necessary process.
  • No exchanges will be processed for worn or used products.
  • No exchanges on sale items.
  • Exchanges must be effected within 7 days from the date of receipt of your order.
Refunds
  • Refunds will only be made on defective products.
  • Sale items cannot be refunded.
  • Buyer’s remorse is real but we unfortunately cannot refund for this.
  • Refunds will be effected to the value of the product being returned to Max + Willow.
  • A valid receipt of purchase is necessary.
  • Refunds will only be processed once the product is back in hand with Max + Willow.
  • Refunds will not be processed for products that show any measure of wear and must be effected within 7 days from the date of receipt of your order.