Shipping Policy

We want your order to reach you quickly and without any fuss. The details below apply to every purchase made through our website.

Order processing

  • Cut-off time: place your order before 5:00 pm AEST on a business day and we will generally begin processing it the same day. Anything that arrives after the cut-off is picked up the next business day.
  • Processing time: from the moment your order is confirmed, allow 1–3 business days for it to be packed and handed to the carrier. We work Monday to Friday, public holidays excluded.

Shipping and delivery

  • Transit time: once your parcel leaves us, expect it to arrive within 4–7 business days, though this varies with your location and the carrier.
  • Overall delivery window: most customers receive their order within 5–10 business days of purchase. Regional and remote addresses can take a day or two longer.
  • Shipping cost: free shipping on every order delivered within Australia. No minimum spend, no exceptions.
  • Where we deliver: Australia only, to all states and territories.
  • Tracking: as soon as your order is dispatched you will receive tracking details, so you can follow it the whole way. You can also track your order at any time.

Please bear in mind that all timeframes are estimates and can occasionally be affected by things outside our control.

Where your order ships from

Our pieces are made and dispatched by our manufacturing partners overseas and sent directly to you. This is why we quote 5–10 business days rather than next-day delivery, and it is how we keep our prices where they are.

Prices, GST and duties

All prices shown at checkout are in Australian dollars. The price you see at checkout is the price you pay, with nothing extra to pay on delivery. How payments are taken is set out in our Payment Policy.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible. Once an order enters our fulfilment queue, changes may no longer be possible. You can ask us to cancel at any time before dispatch and we will refund you in full.

If your order has already gone, you can return it once it arrives under our Return and Refund Policy. Email hello@maeandcase.com and we will do our best to help.

Possible delays

We always aim to get your order to you on time, but occasionally things outside our control slow it down, such as:

  • Unusually high volumes or busy seasonal periods
  • Disruption at the carrier or other logistical problems
  • Customs or border processing
  • Severe or unexpected weather
  • Public holidays

If your order has not arrived within the expected window, please allow a few extra business days before getting in touch. That said, we are always happy to look into it sooner.

Lost or missing parcels

If your tracking has not updated for a while or your parcel appears to be missing, email hello@maeandcase.com and we will take it up with the carrier straight away.

Delivered but not received

If tracking shows your parcel as delivered but you do not have it, check with neighbours, building reception and any safe spots near your door first. If it still cannot be found, contact us with your order number and we will investigate with the carrier.

Damaged or incorrect items

We are sorry if your order did not arrive in perfect condition. If something is damaged, faulty or not what you ordered, get in touch as soon as you can and include:

  • Your order number
  • A description of the problem
  • Photos of the item and the packaging it arrived in

We will review it promptly and put it right at no cost to you, as set out in our Return and Refund Policy.

Incorrect addresses

Please check your delivery address carefully at checkout. If an order comes back to us because the address was wrong or incomplete, we will contact you to arrange redelivery.

Contact

Mae & Case is owned and operated by KJ Ecom, a company registered in the Netherlands.

  • Registration number: 91412749
  • Address: Anthonetta Kuijlstraat 49B, 3066 GS Rotterdam, Netherlands
  • Support hours: Monday to Friday, 9:00 am – 5:00 pm
  • Email: hello@maeandcase.com
  • Contact form: send us a question through our Contact Us page

A real person reads every message and we usually answer within 24 hours on business days.