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FAQ's

Effective Date: January 25, 2026

Welcome to the Maxese FAQ page. Here we provide clear answers to common questions about our products, shipping, orders, returns, payments, and policies.

1. Orders & Products

Q1: How do I place an order?
A: Browse our website, select your products, add them to your cart, and proceed to checkout. Enter your shipping and billing details, select a payment method, and confirm the order. You will receive an order confirmation email once payment is successfully processed.

Q2: Can I change or cancel my order?
A: Orders can be cancelled within 24 hours of placement. After this period, orders may be in processing or shipment and cannot be cancelled. For full details, see our Cancellation Policy.

Q3: Are product descriptions and images accurate?
A: We strive for accuracy, but actual products may slightly vary in colour, size, or packaging. Please review product details carefully before purchasing.

2. Shipping & Delivery

Q4: Do you ship internationally?
A: Yes, we ship worldwide. If your country is not available at checkout, we currently cannot ship there. For shipping times and details, see our Shipping Policy.

Q5: How long will my order take to arrive?
A: Delivery times vary by region:

  • United States: 6–10 Business days (Mon to Sat)
  • Australia, Canada & New Zealand: 7–12 Business days (Mon to Sat)
  • Europe (UK included): 5–8 Business days (Mon to Sat)
  • Rest of the world: 10–15 Business days (Mon to Sat)
    Delays may occur due to customs, carrier disruptions, or public holidays.

Q6: How do I track my order?
A: After dispatch, you will receive a tracking number by email. Tracking may take 24 hours to update depending on the carrier.

Q7: What if my package is lost or delayed?
A: Packages are considered lost only after carrier confirmation. We will assist in investigating delays or lost shipments but cannot guarantee outcomes controlled by carriers.

Q8: What if my shipping address is wrong?
A: You are responsible for entering the correct shipping address. Orders delivered to the provided address are considered fulfilled. For changes, contact us within 24 hours of placing your order.

3. Returns, Refunds & Exchanges

Q9: Can I return a product?
A: Yes, returns are accepted within 30 calendar days from the delivery date. Products must be unused, in original packaging, and accompanied by proof of purchase. For full details, see our Return & Refund Policy.

Q10: How do I exchange a product?
A: Exchanges are possible within the 30-calendar-day return window, subject to product availability and condition. If an exchange item is unavailable, a refund will be issued.

Q11: Who pays for return shipping?
A: Customers are responsible for return shipping unless the return is due to:

  • Damaged during transit
  • Manufacturing defect
  • Incorrect or missing item caused by us

Q12: How long does a refund take?
A: Refunds are processed within 10 business days (Mon to Sat) after we receive and inspect the returned item. Processing times by banks may vary.

4. Payments & Billing

Q13: What payment methods are accepted?
A: We accept:

  • PayPal
  • Visa, Mastercard, American Express, JCB
  • Apple Pay
  • Google Pay

Q14: Is payment secure?
A: Yes. All payments are processed through secure, encrypted gateways. We do not store full card or wallet details.

Q15: Can I pay in a currency other than GBP?
A: Prices are displayed in the currency shown at checkout. Payments are processed in that currency.

Q16: What happens if my payment fails?
A: A payment may fail due to insufficient funds, incorrect details, or bank restrictions. If payment fails, your order will not be processed. Contact us if you need assistance.

5. Privacy & Security

Q17: Do you sell my personal data?
A: No. Maxese does not sell or share personal data with third parties. For details, see our Privacy Policy.

Q18: How is my data protected?
A: We use SSL encryption, secure servers, and fraud detection systems to protect your information. Only authorised personnel have access to customer data.

Q19: Can I request my data be deleted?
A: Yes, you may request deletion of your personal data according to GDPR/CCPA guidelines. Contact us at support@maxese.com

6. Order Issues

Q20: What do I do if I receive a damaged, defective, or incorrect item?
A: Report the issue within 48 hours of delivery with photos and order details. We will assist in resolving the problem per our Return & Refund Policy.

Q21: What if I miss delivery or refuse a package?
A: Missed deliveries may result in the package being returned to us. Re-shipping costs (if applicable) are the customer’s responsibility.

7. Legal & Compliance

Q22: What laws govern my purchase?
A: These Terms and your purchase are governed by the laws of England and Wales. Any disputes fall under the exclusive jurisdiction of the courts of England and Wales.

Q23: Are my consumer rights affected?
A: No. Your statutory rights under UK and EU consumer law are unaffected.

8. Contact Us

For additional questions not covered here:

Maxese is a brand operated by the company WIXESE LTD

Registered Company Name: WIXESE LTD 

Company Registration Number: 16155018 

Registered Address: 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM

Mail: support@maxese.com 

Phone: +44 7521855229

Live Chat: Available on the website

Business Hours: (Monday to Friday) 9:00 AM - 6:00 PM, (GMT+00:00) Greenwich Mean Time (London).

Saturday: 9:00 AM - 12:00 PM (GMT+00:00) Greenwich Mean Time (London)

Sunday: closed