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Customer Care

Maple May Customer Care

Thank you for shopping with Maple May. We hope the following information will help with your online shopping experience.
If you have any further queries, you can contact us via phone on (03) 5722 4402 or +61 3 5722 4402 if you are outside of Australia.

Payment Options

We want to use the most secure payment gateway possible, so our checkout gateway is Paypal. You can either use your Paypal account, or type in Credit Card details. Please be aware that the Paypal Gateway opens a new page away from our site, this is still incredibly secure and will direct you back to our site after payment details are entered.

We take pride in the security of our site and want to offer the safest payment gateway for our customers, if you have any trouble checking out please do not hesitate to let us know.

Shipping & Handling

All orders over $150 will receive FREE EXPRESS SHIPPING within Australia. Maple May charges a flat rate of $10 for orders under $150. All orders are sent Express Post via Australia Post.
We charge a flat rate of $30 for all international orders. International orders are shipped via registered airmail. This does not include a tracking number. If you wish to have your garment sent via express post with a tracking number, please contact us for a new shipping quote. Please note Maple May will not be held accountable for any extra charges occurred at customs.

The only exclusion to our shipping terms is our Marble Basics and Zakkia Homewares products. All shipping quotes for items in these categories are based on weight and are done so in the most affordable way possible. We try our absolute best to offer the least expensive means to get you your marble and concrete pieces, however, marble and concrete are a dense medium so to receive these goods there is a cost. At this time we do not ship our Marble Basics, Zakkia Homewares and Lack Of Color Internationally. Shipping is calculated during checkout and is based upon the weight and location of ordering.

Maple May uses Australia Post to offer you the fastest and most reliable delivery possible.

Orders within the metropolitan areas should be received within 2-3 business days and regional areas between 2-5 business days. Items will only be dispatched and delivered Monday – Friday, excluding public holidays.

Once orders have been dispatched, they are then the property of Australia Post. Maple May will not be held accountable for any lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at shop@maplemay.com.au if you experience any delays.

Please ensure that the postal address provided at checkout is your correct address, as we take no responsibility if you do not receive your item due to providing us with an incorrect address.

Tracking your order

Once your goods have been dispatched you will receive an email with a tracking number (if you have not received this, please check your spam/junk folder). If you are unable to locate the tracking number in your dispatched email notification you are welcome to contact us at shop@maplemay.com.au We can then provide to you the tracking number. You can track your order on the Australia Post website:
http://auspost.com.au/track/track.html

General Returns Policy

We understand you cannot try garments on before purchasing online, so we are happy to provide you with an exchange or credit note (valid for 3 months) on full priced items, should they meet the below requirements:

– Garments must be returned new, unused and with all designer tags still attached. Returned items that have been worn, washed, damaged or altered from their original state (i.e. tags removed) will not be accepted, and will be returned to the customer.

– You must notify us of your intention to return the garment within 24 hours of delivery via email (shop@maplemay.com.au). All returns require a Return Authorisation (RA) number from our team before your claim can be processed. All items sent without an RA number will not be accepted and will be returned to the sender at the sender’s expense.

– Garments will need to be sent back to us within 7 days of receiving the RA number. All returns received after 7 days will not be accepted and will be returned to the sender at the sender’s expense.

We do not offer refunds for change of mind, wrong decision or incorrect size.

Please note; no returns on flash sales, sale collection, accessories and homewares.

Please take care when sending items back to us, as items lost in the post are your responsibility and we cannot offer exchanges or credit notes on lost parcels.

Please note; if you damage a garment (e.g. after wearing it a button falls off or the zip breaks because of wear) we cannot accept garments back for exchange/credit notes.

Please ensure you include the RA number with your parcel and send to:
Maple May
84 Ovens Street
Wangaratta
VIC 3677

On receipt, we will assess the item to determine whether it is fit for return and then notify you of your store credit or exchange.
If you are returning an item, you are responsible for shipping back to Maple May. In the case of an exchange, the return shipping of the replacement item will also be at your cost.

If you are issued with a refund or credit, it is limited to the purchase value of the item, and does not include the postage cost.

Damaged/Faulty Returns Policy

We aim to provide our customers with products of the highest standard and quality. Before we dispatch your order, we personally inspect your items and carefully pack them to ensure they leave and arrive in perfect condition.

If you receive an item that you believe has a manufacturing fault, please notify our team immediately via email (shop@maplemay.com.au). We will try to resolve the problem as quickly as possible. Please help us by providing a photo or two showing the defect/fault, as this will speed up the returns process.

Please note that each item is photographed before dispatch to ensure that it is not faulty on our end.

In accordance with Consumer Affairs Victoria, if the garment we have sent has a minor fault then we have the right to repair the fault to the product and send it back to you. If we believe the fault cannot be repaired then we will send to you a replacement product that matches your original purchase. However, if we are unable to repair or replace your faulty item then we will reimburse you in full for your purchase.

Credit Notes

Maple May are happy to offer a credit note on full price orders if you change your mind once you have received it.

Credit Notes will only be issued within 7 days of receiving your goods.

Please adhere to the exchange option policies.

Credit notes are valid for 3 months from the date of purchase.

 

My Account

You can update your personal information anytime by accessing your account. Access My Account

 

Gift Vouchers

Gift Vouchers can be purchased for any amount.

Once purchased an automatic email will be sent to you with a code to use at the checkout. This email can also be printed to use in store.

Gift Vouchers are valid for 12 months from the date of purchase.

 

Privacy & Security

Personal information collected

Maple May does not sell, share or trade customers personal information collected online with third parties.

Personal information collected online will only be disclosed within Maple May for internal use only.

You can update your personal information anytime by accessing your account, access My Account

Security of Your Information

maplemay.com.au  uses 128 – bit SSL encryption technology for the  processing of our financial details.

Collection of Computer Data

When you visit maplemay.com.au , our servers will automatically record information that your browser sends whenever you visit a website. This can include the following data:

– Your computer’s IP address
– Browser type
– The maplemay.com.au pages you visit
– The time spent on those pages, items and information searched for on our site, access times and dates, and other statistics.

This information is collected for analysis and evaluation in order to help us improve our site and the services and products we provide. This data will not be used in association with any other personal information.