Product Information

We hope you will love wearing your Mainie garment as much as we loved creating it.
Please note that your Mainie garment has its own distinctive characteristics.
The highly specialised techniques applied by the artisan silk-makers to produce our fine fabrics, and the traditional methods used by the Aboriginal artists to create the Dreamtime print designs, make each Mainie garment truly exceptional.
We have taken great care to ensure that the design on the fabric is printed in a way which captures the hand-painted look and feel of the original artwork.
And because each of our garments have handmade touches, no two are identical. Each one has unique and subtle differences which mean that your garment is as individual as you are.
At Mainie we pride ourselves on the depth and vibrancy of our digitally printed, authentic Aboriginal Dreamtime designs. However, please note that due to the different screen resolutions on electronic devices, colours may vary between the screen image and the actual garment.

Product Care

Correct care will insure that your Mainie silk garment will last for many years.

It is recommended that your silk garment should be dry-cleaned only. However, if you must wash your silk garment, it should be hand washed in lukewarm water using only a small amount of mild detergent or shampoo. Do not wring. Lay the garment flat to dry. Do not spin dry and tumble dry your silk garment.

Other important things to remember when caring for your Mainie silk garment:

Never spray silk with perfume or deodorant

Never use bleach or harsh detergents

Never expose silk to direct sunlight for long periods of time

Never spray silk with water while ironing

Always iron the backside of your silk garment with the iron set to the SILK setting

FAQS

We at Mainie would like our customers to be able to shop with us easily and to provide the best possible customer service. Most of your questions are easily answered by clicking on the questions below

Payment

How Can I pay?

You can use any of the cards listed below to pay for your order. Your details are safe with us as we take security very seriously indeed.

We also take fraud very seriously so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.

Is it Safe to order online?

Safer than it’s ever been. We use one of the most secure online ordering systems on the market,

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

Authentication – this assures your browser that your data is being sent to the correct computer server, and that the server is secure

Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server

Data Integrity – this checks the data being transferred to ensure it has not been altered

In the unlikely incidence of unauthorized use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.

Do I have to create an account to shop with you?

Yes, but it’s simple to do and allows you to order easily without having to fill in your details every time you shop with us.

You will also receive benefits such as order tracking, regular newsletters, and special offers, including the My Mainie loyalty 10% discount on selected full price items.
You can join now, or you can start shopping straight away and set up your account when you check out – whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details to hand.

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How do I change details on my account?

You can log into your account anytime. Once you are logged in you can change your:

  • Password
  • Email address
  • Delivery address
  • Payment card details

It’s worth checking every once in a while just to make sure we have the right details for you.

Can I contact you if I am not the account holder?

We’re happy to hear from anyone who has a general query about shopping with Mainie, however if you are contacting us about an order or an account then you do need to be the account holder.

We also ask that you use the email address that you registered with us so we can verify your details.

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Vat, GST & Customs Duty

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

We cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

For Australian customers GST is included in the price.

What Currencies can I use?

All our prices are in Australian Dollars

When will I be charged?

If your card is authorized, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we’ll email to let you know why your bank or card issuer wouldn’t authorise the payment.

Please remember that even if a payment isn’t authorised, it may look like Mainie has still taken the money as some card issuers may still reserve the money, for a short period of time.

My payment has been declined

Check the card details on your Mainie account to make sure the information is correct, e.g. the expiry date or your billing address.

Make sure you enter the security code correctly – that’s the three digit number on the back of your card.

Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them.

If you’ve checked all of the above, try paying with another card.

If you’ve tried all these and are still having problems, contact our Customer Service Team with as many details as you can about the issue including any error messages and we’ll try to resolve it as soon as we can.

Delivery

How does your delivery service work?

We know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion and we use a large network of couriers to deliver goods from Mainie to all over the world.

We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your parcel.

If you are ordering for delivery outside of the Australia, we suggest you have goods delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm, and may require a signature on receipt.

You can review our delivery options in more detail so you choose the one that best suits what you need.

To enable us to provide you with the best possible delivery experience, we may pass on your contact details to our carrier partners. These details may allow them to provide you with delivery updates via SMS (Text) and or E-mail.

Can I choose a specific delivery time or day?

Its not possible to give a specific delivery time.

Do you deliver to work addresses?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

Do you deliver to PO Box addresses?

We are able to deliver to PO Box addresses in the US, Australia, Cyprus and United Arab Emirates for those customers who have selected ‘Standard Delivery only’. Outside of these countries, we can deliver to your permanent residential address or your place of employment. If you choose to have your order delivered to you at work, please ensure that there will be someone available to take receipt of the goods.

Can I track my order?

All Mainie orders are traceable so you can follow its journey to you. You’ll receive a confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

What happens if I am not in when my order arrives?

Someone needs to be in when your parcel is due to be delivered as we may need a signature. Don’t worry if you aren’t as our carrier usually tries to deliver more than once. Alternatively they will leave a card confirming they have either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

My order has not arrived yet

if your order has not arrived by the estimated delivery date, we’re here to help. Before getting in contact with us, have you tried:

Checking the tracking link via your confirmation email to view the up to date tracking. This is available for all UK carriers and some International carriers.

Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.

Checking if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.

Checking with your neighbours to see if they have accepted the parcel on your behalf.

Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can’t find your parcel, please email us using the contact us form and quote your order number. We’ll reply within four hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you.

Can I amend my delivery address

We are unable to amend any part of your order or change the delivery or payment method once your order is complete.

You may be able to cancel your order – click here to see how.

Will I be charged customs and import duties?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers).

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

For Australian customers GST is included in the price.

Orders

Can I change my order?

We are unable to amend any part of your order or change the delivery or payment method once your order is complete.

You may be able to cancel your order – click here to see how.

How can I cancel my order?

If you want to cancel your order click here to sign into your account. Look at your last order – if the button next to it says ‘Cancel/View’, you still have time to cancel it by clicking that button. The status will change to ‘Cancelled’.

If you have any queries at all, please contact us at info@mainie.com

My order has not arrived yet?

If your order has not arrived by the estimated delivery date, we’re here to help. Before getting in contact with us, have you tried:

Checking the tracking link via your confirmation email to view the up to date tracking.

Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.

Checking if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.

If you still can’t find your parcel, please email us using the contact us form and quote your order number. We’ll reply within twenty four hours and do our best to locate your parcel straightaway.

I have received a faulty item

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact us at infor@mainie.com with the order number, the faulty item’s name and number, and a description of the fault.

We’ll get back to you within 24 hours to arrange an exchange or refund.

I have received an incorrect item in my order

We want to sort out any issues with incorrect items straightaway.

Please contact our Customer Service team with the order number and the incorrect item’s name and number.

We’ll get back to you within 24 hours and try to resolve it for you as quickly as we can.

An item is missing from my order

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.

If an item is missing, please contact our Customer Service team with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

Governing Law

The Mainie products are sold under the laws of the state of Queensland, Australia which laws shall govern any claim or dispute in connection with the Mainie

Technical Issues

I am having problems accessing your website

We suggest that you have the latest version of your operating system provider e.g. Windows, OSX etc.

If you’re still having problems, contact our Customer Service Team and include:

As much detail as you can about the issue

Screen shots of any error message you get

Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)

What you have done so far to try to resolve it

Items have disappeared from my shopping basket

If you’ve added something to your shopping bag, it will be reserved for 60 minutes. After 60 minutes it will be removed so other customers can buy it.

If you find something has disappeared within 60 minutes, this may be because you are using the ‘back’ button on your browser to navigate. Instead, use the grey ‘continue shopping’ button on the shopping bag page.

If you’re still having problems, try deleting the cookies on your system. Simply go to the Tools tab on your internet browser, and select Internet Options. Find the tab that allows you to delete cookies and click OK.

If after this you are still having problems, contact our Customer Service Team giving as much detail as you can about the issue including:

Screen shots of any error message you get

What you have done so far to try to resolve it

I cant sign into my account

You must sign into your account before you can shop with us or if you want to see or track your orders.

If you receive a message that says your email address/password isn’t recognised, follow the steps below:

Make sure you are using the same email address and password you registered with.

If you can’t remember your password, click on the ‘forgotten password’ link on the sign in page and type in your email address. We’ll then email you a password reminder.

If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

If after this you still can’t sign in, contact our Customer Service Team giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.

Im not receiving emails/news letters from you

After you sign up and place an order, you should receive a variety of emails from us, which include Mainie newsletters, Order and Return Confirmation emails and any responses from our Customer Service team.

There may be a number of reasons you’re not getting these from us.

Your email software may be marking our emails as junk mail. To stop this from happening, please add info@mainie.com to your email address book.

Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.

If after this you are still having trouble, contact our Customer Service Team giving as much detail as you can about the issue and we will try our best to help.

Returns

When can you return?

If you are not 100% happy with your Mainie please contact us within 30 days of receipt of the goods and we will give you a full refund and arrange return postage for you.

At Mainie we believe in our product. What we do not believe in is dissatisfied customers, so if you have any issues at all please contact us and we will assist you in any way we can.

When can you not return?

After 30 days from date of receipt of goods.

Goods are damaged after you have received them.

Goods are damaged as a result of improper use.

What is your remedy?

We will repair, replace or refund faulty goods that are in accord with this Mainie returns policy.

Im not receiving emails/news letters from you

After you sign up and place an order, you should receive a variety of emails from us, which include Mainie newsletters, Order and Return Confirmation emails and any responses from our Customer Service team.

There may be a number of reasons you’re not getting these from us.

Your email software may be marking our emails as junk mail. To stop this from happening, please add info@mainie.com to your email address book.

Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.

If after this you are still having trouble, contact our Customer Service Team giving as much detail as you can about the issue and we will try our best to help.