FAQs
General Information
At maija.com.au, we operate on Australian Eastern Standard Time (AST). Our business hours are from 9 AM to 6 PM, Monday through Friday, excluding public holidays. We understand that your time is valuable, and we strive to provide timely support for all your inquiries.
If you reach out to us outside of our business hours, rest assured that we aim to respond to your query by the next business day. We appreciate your patience and understanding as we work to address your needs as efficiently as possible.
Thank you for choosing Maija for your home goods and furniture needs. We look forward to assisting you!
Our warehouse
Our warehouse is located in Kingsgrove at 14-20 Commercial Road, Kingsgrove NSW 2208. You can drop off or pick up items at our warehouse from 9 AM to 5 PM on business days, excluding NSW public holidays.
For more information on NSW public holidays, please visit this link.
Our suppliers
At Maija, we source our products from a diverse range of suppliers located in China and Vietnam. We are proud to partner with more than 80 suppliers who provide us with a wide variety of high-quality home goods and furniture.
In addition to this extensive network, we have exclusive agreements with certain suppliers, allowing us to be the sole retailer of their products in Australia. This ensures that our customers have access to unique and exclusive items that can't be found anywhere else in the country.
Our commitment to quality and exclusivity helps us bring the best products to your home, ensuring you always find something special at Maija.
For any inquiries, please contact us at [email protected]. We aim to respond to you as soon as we can.
We understand the importance of visuals when shopping online. That's why for any item you're interested in but unable to find pictures of a certain angle on our website, you can simply request images, and we will be happy to provide them to you. This ensures you have all the information needed before making your purchase decision.
To find more information about a specific product on our website, look for the product by name on our site. Each listed item typically has a dedicated page with detailed descriptions, dimensions, and other relevant information. If you need additional assistance, please don't hesitate to contact our customer support for direct help.
Promotions and Discounts
Currently, our website allows the use of only one discount at a time on a purchase. If you're trying to apply a promo code in addition to an automatic discount for spending over a certain amount, you will need to choose which discount offers you the best value for your order. We are unable to combine multiple discounts into the price of a single order. We apologize for any inconvenience this may cause and appreciate your understanding.
As an online shop, we do not offer wholesale services. However, we do provide discounts on large orders. When a customer orders over a specified amount, we offer a certain percentage off the total price. Our aim is to assist our customers in any way possible, including sourcing items that are not immediately available on our website. We encourage customers to stay in touch for updates on our offerings.
Ordering
You might be able to change or cancel your order if it has not yet been processed. Our processing time can take up to 24 hours. However, we cannot guarantee that we will be able to change or cancel your order.
If you need to make changes or cancel your order, please contact us as soon as possible at [email protected]. We will do our best to accommodate your request, but please understand that once the order has been processed, we are unable to make any changes or cancellations.
We accept Klarna, Afterpay, and most major credit cards for your convenience.
If you need to change your delivery address after placing an order, please contact us as soon as possible to make the necessary adjustments.
You can reach out to us via email with your order number and the new address details. We will confirm once the delivery address for your order has been updated.
For any further requests or assistance, our customer service team is ready to help you.
If you encounter an error during the payment process, such as with Afterpay, please note that it might be due to temporary technical difficulties. We recommend trying alternative payment methods such as Klarna or a credit card to complete your purchase. Our team is working diligently to resolve any issues with payment processors. Your understanding is appreciated, and we apologize for any inconvenience. If you need further assistance or have any questions regarding payment options, please contact our customer support team at [email protected]
To cancel an order and request a refund, please reach out to us as soon as possible. If the order has not yet been shipped, we can process the cancellation and refund promptly. If your order has already been dispatched, the cancellation may not be possible, but we will work with you to address the situation and provide a satisfactory resolution. Please get in touch with us with your order number, the reason for cancellation, and your contact details. Our customer service team will guide you through the process and provide any necessary support.
Shipping & Delivery
We offer three shipping options:
- Express Shipping: For items stocked locally in our Kingsgrove warehouse, delivery takes less than one week.
- Expedited Shipping: Available for small items under 0.01 cubic meters, shipped by air freight and delivered within two weeks.
- Standard Shipping: For furniture and large items, delivery takes between four to six weeks.
Yes, we can ship to most countries. Residents of Australia, New Zealand, the US, the UK, France, Hong Kong, Vietnam, and Canada can check out directly on our website.
For other countries, please contact us to discuss shipping and delivery options and costs.
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 24-48 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
Following the purchase of an item, we will communicate with you via email to provide the tracking link for your package.
Most of the time, our shipments are sent via services that offer tracking and, in some cases, SMS notifications as.
Lost packages
At maija.com.au, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 24 hours of receiving the order and include photos & videos of the damaged items or package.
We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.
If the item you received has obvious damage such as scratches, you are entitled to return it.
To proceed with a return, you can send an email to [email protected] with the following details:
- Order Number: This helps us quickly locate your purchase.
- Name and Quantity of Damaged Item(s): Specify the items that are damaged.
- Photos and Videos as Proof of Damages: Provide clear images and videos showing the damages to the item(s).
It is important that you report any damages within 24 hours of receiving the delivery to ensure we can process your claim. Unfortunately, claims raised outside of this period will not be processed.
If you receive an order with missing parts, please contact our customer support team immediately, providing details of the missing items. We will arrange an express post of the replacement parts and ensure that every component is thoroughly checked and securely packaged.
A new tracking number will be provided for your reference, and we will expedite delivery with the courier service.
For any further assistance, you can directly get in touch with our customer service representative at [email protected] who will be monitoring the progress of your case.
We understand the importance of receiving your orders on time. If your order has not arrived by the expected delivery date, please get in touch with us for assistance. Our team will investigate the issue, liaise with the courier service if necessary, and ensure that your order is delivered to you as soon as possible.
If your order is late, you might be entitled to a refund of a portion of your order as compensation for the inconvenience. We thank you for your patience and are committed to resolving any delivery issues promptly.
If you are missing items from your order, or if parts of your order have not been delivered within the expected timeframe, please contact our customer service team. Provide us with the details of your order and specify which items are missing or delayed. We will promptly investigate the issue and provide you with an update regarding delivery or arrange for a refund as applicable.
Returns & Refunds
Unfortunately, we are unable to offer refunds or exchanges after a purchase has been made. This policy is due to the nature of our products, which include furniture, fragile items and customised pieces.
However, we are committed to ensuring customer satisfaction. If you receive a damaged or incorrect item, please contact us immediately at [email protected] We will review the situation and strive to resolve the issue, which may include a refund, replacement, discount, or store credit.
Other
If you believe your intellectual property rights have been infringed upon by a listing on our website, please notify us immediately with the specific URLs of the infringing listings and evidence of your ownership rights.
Upon receiving your complaint, we will investigate and take necessary actions, including removing the listings if confirmed to be infringing.
It is also helpful for verification purposes if you can confirm the IP ID on the relevant government website.