Frequently Asked Questions
How can I contact customer service?
For the quickest response, email our customer service team at e-boutique@maiocchi.com.au.
For any questions or styling advice, you can also phone us in-store during opening hours on 07 3194 6832.
Do you have a physical store?
Yes, our boutique shop is located in Shop 28 Brisbane Arcade, 117 Adelaide St, Brisbane QLD.
What are your store opening hours?
Mon: 9am - 5.30pm
Tues: 9am - 5.30pm
Wed: 9am - 5.30pm
Thurs: 9am - 5.30pm
Fri: 9am - 7pm
Sat: 9am-5pm
Sun: 11am - 4pm
(These hours may differ on public holidays).
How do I find the right size?
We understand that it can sometimes be daunting to purchase clothing online, so we have tried to make it as easy as possible.
Each piece includes garment measurements, which can be found on each product in the ‘SIZE CHART’ link above the red ‘Add to cart’ button. We have also included each model's size and height in the description of each product.
For more information on finding your right size click here.
Where are your garments made?
We work with two small garment factories and one printing factory in China, who produce small numbers for us at a premium price. We are very lucky to have found fabulous suppliers who are as passionate as we are about quality and operating ethically, environmentally and fairly.
We also use an independent body called QIMA for quality control and auditing against globally recognised best practice social and environmental standards to ensure that our suppliers are producing in a socially and environmentally responsible manner.
You can read more about our makers here.
Do you have gift cards?
Yes! Simply add the gift card to your basket and it will be emailed straight into your inbox. Our gift cards can be used online or in our retail store, and are valid for 3 years.
To shop our gift cards click here.
Orders
How do I apply the welcome code?
When you sign up, you will receive an email with your unique welcome code. Simply enter this code into the 'Discount code' box at checkout.
How will I know if my online order was received?
Once you have placed an order, you will receive an order confirmation email. You will also receive an email once your purchase has been dispatched. Don't forget to check your junk mail if you can't see the email.
If you do not receive your confirmation information within 24 hours, please feel free to contact customer care, to confirm that we have received your order.
How do I make changes to my order after I have placed it?
If the item has not yet been dispatched (you will receive an email when it has been dispatched), you can contact us ate-boutique@maiocchi.com.au, and we will assist you with your order.
How do I find the right size?
We understand that it can sometimes be daunting to purchase clothing online, so we have tried to make it as easy as possible.
Each piece includes garment measurements, which can be found on each product in the ‘SIZE CHART’ link above the red ‘Add to cart’ button. We have also included each model's size and height in the description of each product.
For more information on finding your right size click here.
How long will my order take to arrive?
All orders are sent via trackable express Australia Post satchels.
Please allow 2 - 3 days for dispatch.
Please note delays can occur during peak sale periods.
How do I track my order?
You can track your order status by entering the tracking number supplied in your shipping confirmation email as well as in your order history on maiocchi.com.au.
What is your returns policy?
We hope you love everything that you order from Maiocchi, but if something isn’t quite right you have 14 days (7 days for sale items) from the day you receive your parcel to return the item to us.
Full priced items can be returned for an online credit (valid 3 years) an exchange where product is available or a refund of the item(s) cost excluding shipping costs.
Sale or promotional items can be returned for an online credit (valid 3 years) an exchange where product is available. Please note there are no refunds on sale items.
Afterpay items cannot be refunded. We only offer an exchange on Afterpay. Items can be returned for an online credit (valid 12 months).
For the full returns policy click here.
Can I return my online order to your Brisbane store?
Yes, you are welcome to return or exchange the product purchased online to our Brisbane store.
The staff in store can help you with an exchange, however in the case of refunds, our retail staff will need to pass your return on to our online team and they will process your return within 1-3 business days.
What do pre-order items mean?
For some of the products that are in high demand, we offer a pre-order option.
This means you can purchase the item, and once it has arrived we will send it to you (each product will have an approximate date of arrival in the description).
This is the best way to ensure you get the item, as any items we put for pre-order tend to sell out quickly.
Shipping
How long will it take to ship my order?
All orders are sent via trackable express Australia Post satchels.
Please allow 2 - 3 days for dispatch (delays can occur during peak sale periods).
Please note delays can occur during peak sale periods.
For more shipping information click here.
What are the shipping costs?
Within Australia:
Free freight for orders over $300
$12 flat rate for orders under $300
International:
Purchases are sent with toll and charges are as follows:
New Zealand $15
Everywhere else $40
For more information on our Shipping policy click here.
Do you offer click and collect?
You can order online and pick up your parcel from our Brisbane City store.
Simply tick the click and collect box in the checkout process and we will email you when your parcel is wrapped and ready to collect.
For more information on our click and collect click here.