Returns Policy
Orders can be returned up to 30 days after the ship date for a full refund minus shipping and gift wrap charges. If you would like to return a product from your order simply send the unopened product back to the address below in its original sealed packaging. Please include in the parcel - your name, address and contact phone number or email address. You can expect a refund within one billing cycle of our receiving your returned product. Please note, we cannot accept returns for cosmetics and skincare items that have been opened due to health reasons, please make your selections carefully.
Shipping cost is non-refundable for undelivered, unclaimed, returned and refused packages, unless we made an error. Returns should be sent "Express Post" to:
Max's - Norfolk Island Returns
Order # (Include your order number) .....
PO Box 222
Norfolk Island 2899
South Pacific
We are not just an Internet website. We have been in business for over 25 years with a international reputation. We are a well established, profitable and recognised Duty Free retailer.
When transacting via our secure server, your credit card and personal details are encrypted using the latest military standard SSL (Secure Socket Layer) 128 Bit encryption technology before being sent over the internet. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. You can tell you are in secure (SSL) mode when a little padlock appears on the bottom of the screen.
Your credit card number is removed from our on-line server within one minute of it arriving and is stored on a separate secure server which is not accessible via the internet at all. If you are still unsure about sending your credit card to us via the Internet, then we suggest you use one of our additional payment methods.
Security is a 2-way street and it is up to you to ensure you protect your information. We recommend:
• If using a public computer or terminal, always log out when you complete an online session.
• Keep your passwords private. Remember, anybody who knows your password may access your account.
• When creating a password, use at least 8 characters - a combination of letters and numbers is best. Do not use your name, e-mail address, or other personal information that can be easily obtained. It is also recommended that you frequently change your password.
• Avoid using the same password for multiple online accounts.
• Max's - Norfolk Island will never e-mail or call a customer and ask that they disclose or verify their maxs.nf password, credit card, or banking account number. Such information should only be submitted when completing an order at shop.maxs.nf, contacting Max's - Norfolk Island directly, or when making updates to the Your Account.
• If you are contacted by, or receive an unsolicited e-mail from an unknown entity, and are asked to confirm or provide your password or personal or banking information, simply disregard the request and report the incident to Max's Norfolk Island for investigation.
Availability
At Max's - Norfolk Island we stock over 5,000 duty free items. Many of these items are rare, discontinued or hard to find as our buyers travel the globe to source these rarer items. Due to high demand, our inventory and pricing can change daily. All out of stock products will be placed on backorder. We will advise you of the expected date of arrival and once in store the product will be dispatched to you immediately and charged to you. We will advise you if for some reason we are no longer able to stock a product that you have ordered. We recommend subscribing to our email Newsletter for information regarding our latest inclusions, exclusives and out-of stock items.
Damage Claims
We are reliant on Australia Post to delivery our parcels intact and any damage that occurs while the parcel is in the hands of the postal system is unfortunately beyond our control. In the unlikely event that your order or part of your order arrives damaged, you will need to notify Australia Post immediately and file a Customer Services Complaint Form in order to claim for the damages.
Cancellations
In order to provide our customers with the best shopping experience, our systems are automated and therefore orders cannot be cancelled after they are placed. If a cancel option appears next to your order in your order history section then you may cancel your order.
Postage & Handling charges to Australia
Orders up to $150.00 .............................. $ 7.50
Between $150.00 - $200.00 ......................$12.00
Orders over $200.00 ............................... $17.00
Delivery of orders is via Australia Post Air Mail.
Orders will be despatched once payment of goods has been validated.
Delivery usually takes 7-10 days.
Postage for New Zealand and all other Countries - Postage on all orders will be charged according to parcel weight at current Postage prices. Please note: We cannot be held responsible for any lost parcels shipped to Countries other than Australia as we are not able to successfully track the parcels once they leave Australia.
For pre order quotes on postage to all other countries please contact us by email via the Contact Us link.
Coupons & Discount Codes
Occasionally we feature promotional coupons. Please follow these simple steps for redeeming a coupon or discount code.
1. On the "Proceed to Checkout" page, enter the code exactly as it appears, in the box next to "Coupon Code:"
2. Codes are case sensitive.
3. Click "apply" and your discount will be applied and shown at checkout.