Delivery & Returns
Free delivery Australia wide on all orders over $150 AUD.
We offer a flat fee of $30.00 AUD for shipping to New Zealand and a flat fee of $45.00 AUD for the rest of the world.
SHIPPING WITHIN AUSTRALIA
Maya McQueen use Australia Post for all Australian orders shipped to a residential address (approximately 3-7 days from date of purchase) and TNT Express for all Australian orders shipped to a business address (approximately 2-4 days from date of purchase).
A signature is required upon delivery. Should you be unavailable at your provided residential shipping address, the courier will leave a delivery card and re-direct your parcel to your local post office for collection.
If the parcel is unable to be delivered and returned to sender, the customer will be charged an administrative fee of $15AUD before the shoes are redelivered.
Please ensure that all of your details are correct prior to checkout.
In the event that your order has not arrived within the expected number of days, please track your order with your unique tracking number, and contact your local post office or TNT Express. Alternatively contact us directly with delivery enquires firstname.lastname@example.org
Delivery is Monday – Friday, excluding public holidays.
During the holiday season, there may be unforeseen delays that are out of our control. Please allow adequate time for delivery prior to your special occasion. Please allow 7-14 day delivery window during this time.
Maya Melbourne delivers internationally using TNT Express.
International deliveries will take approximately 3-10 business days from the day of purchase to arrive.
A signature is required upon delivery, therefore, we recommend a work address if this is possible.
There may be unforeseen delays due to customs that are out of our control. Should you have any concerns, please contact your local TNT office for assistance and have your tracking number ready.
Please keep in mind that international orders may be subject to import duties and taxes depending on the country they are being shipped to. The customer is responsible for these additional charges as Maya McQueen has no control over them. We recommend contacting the customs office in your country for further information on potential charges.
TRACKING YOUR ORDER
Once your parcel has left our warehouse you will be emailed its tracking information so that you can follow up its progress. Simply input the tracking number to the Australia Post website for residential Australian orders or to the TNT Express website for business delivery and international orders.
Please allow 24 hours from placing your order, before trying to track it, and 5 days before querying your order with customer service representatives at Maya Melbourne.
We happily accept online returns for exchange or refund (including SALE items) within 10 business days of purchase provided that they are unworn and in their original condition.
In case of an exchange, you only pay for the cost of return post. We will re-send the exchange at no additional shipping fee.
Unless you know you’re ready for a long term relationship with your new purchase, keep shoes on carpeted surfaces. If you’ve changed your mind, we prefer to see our products again in just the way they left us. So, all items must be unworn, in original condition and in original packaging.
If a manufacturing fault occurs under normal use, not including general wear and tear, please contact us at email@example.com with a copy of your order and a detailed description and image of the fault.
We only accept items purchased through mayamelbourne.com.au. If you took your girl home from a stockist of ours, please contact the store directly for further assistance. Maya Melbourne cannot be held accountable, or provide refunds or exchanges for purchases made outside of mayamelbourne.com.au.
Maya Melbourne will not be held responsible for any damage to a product after delivery.
If you would like to exchange or return an item, let us know within 10 days of receiving your order.
Send an email to firstname.lastname@example.org with the following:
- Your order number
- Details of the shoe you would like to return/exchange, including name, colour and size
- Whether you would like to return your shoes for a refund, or exchange for another size or style.
We will email you back with a Returns Authorization Number (RAN), and a simple returns form for you to fill out and enclose with your shoes. You must obtain an RAN before sending any shoes back. After notifying us, you then have 7 days to return your product in its original condition. Please note that the shoe box and stuffing is considered a part of the product and must be included when returning the order.
We trust you to get our products back to us safe and sound, so Maya Melbourne are not responsible for returned parcels going missing. Please use registered post and make note of the tracking number when returning your purchases.
We cannot process your return until we receive your goods.
If a refund is warranted, you will only be refunded via the method by which you paid.
Any returns that do not meet our policy, will not be accepted and will be returned to you at your own expense.