loading...

FAQs

Need some assistance?
If you cannot find an answer below, contact us for any questions or queries that you may have.

Orders

  • Can I change an existing order?

    If you would like to make any changes to your existing order, please contact our Customer Care Team by emailing mail@maxshop.com or calling us on 0800 629 7467.

  • What do I do if I receive a faulty item in my order?

    If your item is faulty, please get in touch with our Customer Care team or take it into your nearest store. We will assess your item before providing a solution such as a repair, replacement, exchange or refund.
  • What are my order payment options?

    We accept Visa, Mastercard, Amex, Q-Card, Diners Club International Cards, Laybuy and Afterpay as payment type.
    We also accept Max Giftcards, E-giftcards and Max Dollars.
  • What should I do if my order has not arrived?

    If it has been more than 24 hours from the estimated delivery time listed on your tracking details, please get in touch with our Customer Care Team by emailing mail@maxshop.com or calling us on 0800 629 7467 and providing your customer and/or order number.
  • Can I use my store credit online?

    Store credit notes cannot be used online at this time. However, you are able to use this as a payment option when purchasing an item instore or over the phone.

Delivery

  • What are the delivery times?

    Delivery is within 2 working days to most New Zealand destinations for orders with payment received before midday (NZST) on weekdays, excluding public holidays. Rural deliveries can take up to 2 working days longer. All delivery times are approximate.
    Please note, if all of your items are not available in one location, your order may be split into separate shipments. This will be noted on any dispatch notifications you receive.

  • How can I track my order?

    We'll keep you updated via email when we complete your order, and include a tracking number so you can follow its journey right to your door. The tracking link will take you to the NZ Post website where you will be able to track your order, re-direct and organise for redelivery for any missed parcels.

  • How does Click & Collect work?

    Shop anywhere, collect anytime. Have your choices held in a store – with one quick click! Our online Click and Collect service makes it easy to order your favourite styles at select Max stores.

    Follow these simple steps:

    Add items to your shopping bag then click checkout.
    Select Click & Collect at the checkout, and search for your nearest store.
    You'll receive an email confirming your item has been placed on hold and is ready in store waiting for you.

    Terms and Conditions
    We do our best to make sure the items you ordered will be available in the specified time frame, however we cannot guarantee that the items you ordered will always be available. On this occasion, a Max team member will phone you to let you know.
    Click and Collect orders will be reserved for 3 business days from the time you receive a confirmation email.
  • What are the delivery costs?

    Shipping to New Zealand:
    Shipping is FREE for any New Zealand orders $99 and over. New Zealand orders under $99 incur a NZD$7.50 non-refundable delivery charge.

    Shipping to Australia:
    Shipping is AUD$10 for any Australian orders.

    International shipping:
    Delivery costs vary, please view our Delivery & Returns page for more information.
  • How do international orders work?

    Shipping to Australia:
    Shipping is $10AUD for any Australian orders .
    All deliveries will take 2-6 working days.

    International shipping:

    Zone A: AustraliaZone B: South PacificZone C: East Asia & North AmericaZone D: EuropeZone E: Rest of world
    2-6 days10-15 days10-15 days10-15 days10-15 days
    Zone A: Australia
    Zone B: Cook Islands, Fiji, Malaysia, Nuie, Rarotonga, Solomon Islands, Tonga, Vanuatu, Western Samoa
    Zone C: Cambodia, Canada, China, Guam, Hong Kong, Indonesia, Japan, Korea, Papua New Guinea, Phillipines, Singapore, South Korea, Tahiti, Thailand, United States of America
    Zone D: England, Germany, Greece, Ireland, Scotland, Spain, Sweden, Switzerland, Wales
    Please note:
    Orders over $250 may incur an insurance fee. Taxes or duty charges are to be paid by the recipient of the package, not Max. We are unable to send wooden, cane and some natural items internationally due to international customs laws. When reordering an item from a return, full postage rates apply to return the item and for the reordered style.
  • Do I have to pay duties or taxes on international orders?

    Any applicable taxes or duty charges are to be paid by the recipient of the package.
  • Do I have to pay any additional postage for split delivery?

    If for any reason your order has been split, you will not be charged for any additional postage fees.
  • Which courier company do you use?

    We currently use NZ Post to deliver all our New Zealand online orders. If you have a parcel you are wanting to track, simply click the link and enter your tracking number on www.nzpost.co.nz.
    International orders are dispatched via DHL Express.
  • Is express shipping available?

    We do not currently offer express delivery. NZ Post aims to deliver in two working days.
    If you urgently need an item, get in touch with our Customer Care team directly or your nearest store. You can also use our 'shop by store' feature online to see what is available to click and collect.

Returns

  • Can I return my online purchases?

    Online orders can be returned via post or your nearest Max store within 30 days of receipt of order. The items must be in original condition with all labels and swing tags still attached. Please include a completed returns form if sending back by post. Max has the right to refuse refunds if the product is not in its original condition.


    Please Note: Max does not offer refunds on Sale items and you will be offered an Exchange or Store Credit for any sale items sent back. Outlet and Warehouse sale items are not eligible to be returned, as they are 'Final Sale'.

  • How do I return my online order?

    Full price online orders can be returned instore or via the Freepost returns label to our online store, within 30 days of receipt for an exchange, store credit or refund.
    Sale items are only able to be returned for an exchange or store credit.
    Outlet and Warehouse sale items are unable to be returned, as these are Final Sale.

    How to return via post:
    Pop your garments and completed returns and exchange form back into the original bag.
    Affix or write the Freepost Returns address on the parcel and drop it into your local Post Office.

    If you did not receive a free post sticker address the parcel to:
    Max Fashions Ltd
    Private Bag 208051
    Highbrook 2161
    Auckland
    Freepost Auth #245391

    If you would like to send this back via paid tracked postage, your order will need to be sent to the following address:
    Max
    7 Jomac Place
    Avondale
    Auckland 1026

    Please note Freepost returns can take up to 10 working days to be received back to Maxshop.

    How to return instore:
    Take your garments and the invoice that arrived with your order to your local store (excludes outlet stores).
    The store staff will be able to organise an exchange, store credit or refund.
    Refunds will be issued back to your original payment method.

    All items must be in original condition with all labels and swing tags still attached. Max has the right to refuse refunds if the product is not in its original condition.

    Sale items are not eligible for a refund.
    Outlet & Warehouse sale items are not eligible for return.


    You can download a blank return and exchanges form here: Max - Returns Form
  • Will my refund include courier charges?

    Postage charges are non-refundable and will not be included in your refund.

  • How long will it take for my return to be processed?

    Return orders usually take 1-2 business days to be processed once they arrive back to Maxshop.

    Please note that if you sent your order back using the untracked Free Post label, it usually takes up to 10 business days to arrive back to us. Once the return has been received and processed by Max you will receive an email notification.

  • Can I order the same product in different sizes and return the unwanted size?

    If you are unsure of your size and you have purchased multiple sizes, you are welcome to return any unwanted items.

    When returning unwanted items, please ensure that they are in original condition with all labels and swing tags still attached, within 4 weeks of receipt.
    Refunds will be made using the original payment method. If you order was purchased using a gift card, the return value will be refunded back to the original gift card, so please retain the gift card in order to redeem again.

    Please note: Max does not offer refunds on sale items and you will be offered a store credit. Outlet items are final sale and cannot be returned or swapped for other sizes.

  • Lost your returns/exchange form? Download it here.

    You can open and print a blank return and exchanges form here: Max - Returns Form

Max Dollars

  • How do I earn Max Dollars?

    Silver Style Pass holders earn 1 Max Dollar on every $20 spent on full price items. Gold and Platinum Style Pass holders earn 2 Max Dollars on every $20 spent on full price products, and 1 Max Dollar on every $20 spent on sale and outlet products. For Double Max Dollars promotional events, Silver Style Pass holders earn 2 Max Dollars per $20 spent on full price and promotional product. With Double Dollars, Gold and Platinum pass holders earn 4 Max Dollars per $20 spent on full price and promotional product, and 2 Max Dollars per $20 spent on sale product.
  • How do I add Max Dollars to my order?

    Max Dollars are automatically applied to your account following all eligible purchases. Max Dollars will be added immediately after your instore purchase. Online purchases will only earn once dispatched.
    Please note: Max Dollars cannot be used to purchase Max Gift Cards.

    How to apply to your order:
    Once you have proceeded to the payment options at checkout, any available Max Dollars will show at the bottom of the payment page. If you click use reward points, it will apply these to your order. You can then proceed to your next payment method for any outstanding amount owing. 

Click & Collect, Shopping Local Stock

  • Click & Collect

    Shop anywhere, collect anytime. Have your choices held in a store – with one quick click! Our online Click and Collect service makes it easy to order your favourite styles at select Max stores.

    Follow these simple steps:

    Add items to your shopping bag then click checkout.
    Select Click & Collect at the checkout, and search for your nearest store.
    You'll receive an email confirming your item has been placed on hold and is ready in store waiting for you.

    Terms and conditions
    We do our best to make sure the items you ordered will be available in the specified time frame, however we cannot guarantee that the items you ordered will always be available. On this occasion, a Max team member will phone you to let you know.
    Click and Collect orders will be reserved for 3 business days from the time you receive a confirmation email.
  • When will my Click & Collect order be ready?

    We aim to have this ready to collect in 1-3 working days. Our team will get in touch with you when it is ready in store.
  • Shopping online with our 'available near you' feature

    Store stock availability is shown online, so you can see if your nearest store has the item that's catching your eye. Simply choose your local store and save your preference.

My Account

  • I've forgotten my password - what do I do?

    At the login page, click 'Forgot password?' This will send a link to your registered email address which will allow you to reset your password.
    If you gave any issues resetting your password, please contact our Max Customer Care Team by emailing mail@maxshop.com. 
  • How do I change my personal details?

    In your 'My Max' account page, you can update your personal details, delivery addresses, view order history, Max Dollars Programme status information and your wishlist.

    Alternatively you can contact our Max Customer Care Team by emailing mail@maxshop.com. 

  • What personal information does Max Collect?

    We may use the information to process your transactions, administer your account, conduct credit and other checks, or for our own internal purposes (such as risk management, staff training and billing), to help us to develop our website to be more available and user friendly to our customers, and for any other use which you may authorise.In addition, we may use the information to promote and market our products and services, or the products and services of others. However, we will not do this by email or text (except as part of an email which facilitates, completes or confirms a transaction with you) unless we have your express, inferred or deemed consent to do so. These emails and texts will always include an “unsubscribe” facility. Further, if you do not wish to receive them, you can update your records on our website, call us on 0800maxshop or email us at mail@maxshop.com.

  • Will Max disclose my information to others?

    We do not sell, trade or rent your personal information to others. However, we do use other companies and individuals to perform services on our behalf, such as delivering packages, sending mail and emails and processing payments. They will have access to your personal information needed to perform these services, but we will not authorise them to use your information for other purposes. We also disclose your information to our business partners, such as financial services or insurance companies, for them to offer products and services to you. This information may include scrambled credit card details, although these will only be used with your consent for any transactions with them. If you do not wish your information to be disclosed, call us on 0800 629 7467 or email us at mail@maxshop.com. In addition, we may provide statistics with personal identifiers removed about our customers, readers, sales, traffic patterns and related site functions to reputable third parties.

  • What about personal information?

    You may obtain confirmation from us as to whether or not we hold personal information about you. You may also request a copy of the information and/or request that corrections or changes are made to it. Once you join Max you can make changes to your personal information through the My Max section.

Product / Stock

  • Looking after your Max purchases

    If you look after your garments correctly you can enjoy and keep your Max garments looking great for longer. This guide shows you the correct ways to wash and care for your fabrics to avoid any fabric disasters. We have also included our Returns policy for your reading... just in case! General Information.
    - High heat temperatures are bad for all types of fabrics.
    - Tumble drying and direct light tends to damage the garment.
    - Never experiment with tough stains. Take the garment for professional cleaning.
    - Whiteners are preferable to bleach.
    - Use a natural detergent for delicate fabrics.
    - Use less and dissolve the detergent properly and distribute evenly in order to avoid stains.
    - Never dry coloured items in direct sunlight.
    - Most  clothing with linings should be dry-cleaned. But make sure you read the care label as some garments with linings can be handwashed or delicate machine washed.

    Wash

    - Always have the clothes aired and dried before washing
    - Empty pockets, unfasten the buttons and lift the collar before washing.
    - Do not overload the washing machine.
    - Do not wash at a very hot temperature.
    - Hand Wash
    - For dark coloured garments, the colours may bleed after the first few washes, therefore the garment should be washed alone.
    - Always use cold water and do not leave garments soaking for a long time.
    - Allow soap or detergent to totally dissolve before adding the garment.
    - Do not rub – gently squeeze.
    - Rinse thoroughly.

    Drying

    - Lay flat heavy garments so they do not lose their shape.
    - Do not expose your garments to direct sunlight or heavy winds, especially if they are coloured.
    - If drying indoors, make sure the area is well ventilated.
    - Knitwear should be wrapped with a towel, and laid on a flat surface, away from sun and heat.
    - Some garments tend to lose their shape in the wash.
    - Re-shape while damp and lay flat to dry.

    Ironing

    - Follow ironing instructions on the care label.
    - Iron at a low temperature.
    - Garments should be dry when ironing.
    - For delicate garments, use a pressing cloth on reverse when ironing.

    Fabric Care Max wash tests each garment before individual garment care instructions are determined so always read the care instructions on the individual garments before washing. Here are the general guidelines on specific fabrics: Wool Will shrink if washed at a hot temperature and it can lose shape if hung to dry. Advantages Good thermal material and great absorbent power. Disadvantages Fabric will pill with use – but stops after a period of time. Silk Most silk garments are best dry cleaned but please read the care labels as some silks are able to be handwashed as follows.

    - Use mild soap to handwash and rinse well.
    - Do not soak or bleach garment.
    - Dry flat in shade.
    - Do not tumble dry.
    - Always use a cool iron with a  pressing cloth on reverse if required.
    - Max does offer some machine washable silk items and this will be stated on the garment.

    Please note if ordering silk online as our items are delivered in plastic, static can build up. Please following our anti-static guide if you have a problem with static on your silk garments. Cotton Will shrink if washed in warm – hot water, but can be ironed at a hot temperature. If garment is coloured, it must be washed alone the first time.
    Advantages Fresh and flexible material. High resistance to rubbing.
    Disadvantages Fades easily and tends to crease.
    Linen Must always be hand washed, do not spin dry or tumble dry. Do not wash at a warm – hot water, but can be ironed at a hot temperature. Advantages Fresh smooth material. Disadvantages Creases easily and fades with washing. Acetate, Rayon and Viscose In order to increase the longevity of the garment, handwash in coldwater with mild soap, Garment must not be tumble-dried. Advantages Silky smooth material that doesn't fade. Disadvantages Flammable and prone to static electricity. Viscose: Prone to shrinking when washed and hung out to dry but will go back to original shape and length once pressed on low heat. Polyester, Nylon etc Sensitive to heat. Must be washed in cool water and ironed with no steam at a low temperature. Advantages Very resistant. Very few creases. Does not fade. Disadvantages Highly flammable and prone to static electricity. Tips for avoiding static cling

    - Make sure your body is well moisturised before wearing garments that can be prone to static.
    - Apply talcum powder to your body after moisturising.
    - Use an antistatic sheet that is used in tumble dryers and rub this on the underside of the garment.
    - Use an antistatic spray.
    - Get a spritzer bottle and spray water lightly to the garment.
    - Wear an anti-static slip under your garment. 

Other

  • Does Max use cookies?

    Yes, the Max website uses a technology called cookies. A cookie is a small element of data that our website may send to your computer. Any such cookie is typically stored on your computer’s hard drive and permits our website to recognise you when you return. Our use of cookies helps us to provide you with a better experience during your use of our website by allowing us to understand what areas of the site are of interest to you. You may configure your web browser to not accept cookies, [although you may experience a loss of functionality as a result].
  • What type of security does Max website have in place?

    Max take security seriously, and have taken steps to ensure your personal information is secure. We use secure servers and industry standard data encryption whenever we are receiving or transferring your information online. However, we accept no responsibility for any loss, misuse, unauthorised access or disclosure, alteration or destruction of personal information which you submit to us.
  • What about links to other websites?

    Our website may contain links to other sites that are not under our control. These websites have their own privacy policies, and we encourage you to review them. We have no responsibility for linked websites, and provide them solely for your information and convenience.
  • Will Max's policies change?

    We may review this policy from time to time and will notify you of any changes by posting an updated version on our website. This document represents our privacy policy as at 4 September 2014.
  • What does 'IP blocked for 24 hours' mean?

    If your receive a message stating your IP has been locked for 24 hours, this in most cases is due to multiple failed credit card payment attempts. You will be able to access your checkout page again in 24 hours.

Payment

  • Can I use a store credit online?

    You will not be able to see your credit note on your online VIP account, this is only available on you in store account.
    If you do not live near a Max store, you are unfortunately unable to use your store credit online. However, you are able your credit note as a payment option when purchasing an item over the phone with one of our stores.
    Credit Notes will sit on your VIP account for 12 months.
  • How do I use my gift card?

    To use your physical or E-gift card as payment, you will need to signed in to your My Max account and enter your delivery details.
    Once your proceed to the secure payment page, you will be able to choose you payment method.
    Click pay with Gift card, enter the gift card number (excluding any spaces) and proceed to payment.
  • AfterPay - Buy Now Pay Later?

    Afterpay offers simple instalment plans for online shoppers, allowing a purchase to be paid for in four equal instalments, due every fortnight. Simply shop with Max and choose Afterpay as your payment method at checkout. First-time Afterpay customers provide payment details as usual, returning customers simply log in to make their purchase.

    After you check out, the goods will be shipped to you by Max. At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise we will automatically deduct the instalments from your debit or credit card every fortnight.

    For more information on Afterpay please read here.
    https://www.max.co.nz/afterpay


    Find out more about Afterpay here - www.afterpay.com
  • LayBuy - Buy Now Pay Later?

    Laybuy lets you pay for your order over 6 weekly payments. There’s no interest or added fees. Payment will be automatically taken from your debit or credit card in six equal payments each week, while you receive your order as if you’d purchased it today. No waiting around before you can get your hands on your wardrobe!

    Laybuy is available online and instore.

    Online Laybuy orders are not refundable instore, all orders must be returned to DC for processing.

    For more information on Laybuy please read here.
    https://www.max.co.nz/laybuy