Frequently Asked Questions
Have a question? We’re here to help. From shipping and returns to product care—and even what makes our glassware a joy to use—you’ll find all the answers right here.
Products
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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.
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Maxwell & Williams is available for purchase on line. To find a retailer near you contact customerservice@candym.com
Orders & Payment
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You can apply your discount or promotion code during checkout—simply enter it on the checkout page before completing your order.
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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. -
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.
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The Maxwell & Williams online store accepts Visa, MasterCard, American Express, and PayPal.
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The Maxwell & Williams website uses SSL Encryption and all payments made on the Maxwell & Williams website are processed by the eWay Payment Gateway which is highly reliable and secure.
Shipping & Delivery
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We currently offer shipping to all Canadian addresses.
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Shipping rates can vary depending on your region and are calculated at checkout.
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At present we are aiming to dispatch all orders within 3 business days. Please continue to check your tracking details with our carriers for updates on delivery times as they are experiencing delays. We appreciate your patience in this period and thank you for your continued support.
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As soon as your order is handed over to the carrier, tracking details will be sent to the email or mobile number you provided at checkout. If you don’t see your tracking information, please reach out to us—we’ll be happy to help
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No, at this stage we are not able to accommodate customer pickups from our warehouse
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If you need to update your shipping address, please contact us as soon as possible. If your order has already been dispatched, we may not be able to make changes.
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Please note, your order may arrive in more than one parcel. You can check your tracking information to see how many parcels are included in your delivery. If an item appears to be missing, please contact us with your order number and details so we can assist you
Returns & Exchanges
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If you change your mind, you can return your online purchase within 30 days of the purchase date. Simply complete our Returns Request form and we’ll be in touch. We’re happy to provide a full refund (excluding initial and return shipping fees) or an online store credit to use.
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If you’d like to exchange an online purchase, you can return the item within 30 days of the purchase date. Just submit a Returns Request form and our team will be in touch. Once your return is processed, we can issue a full refund (excluding initial and return shipping fees) or provide an online store credit to us.
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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.
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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.
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Once your returned items are received, we’ll issue store credit equal to the value of the return to your customer account. This credit will be sent via email and can be applied to future purchases when you’re logged into your account at checkout.
