Terms & Conditions
- We reserve the right to cancel orders and refund any sale at any time.
- Prices and products are subject to change at any time without notice.
- Colours depicted should be used as a guideline only as some fabrics and materials may appear different depending on lighting conditions resulting in colour variations.
- Stock availability is updated regularly however is subject to change at any time. Stock is not reserved until an order is placed through the website.
- Payment must be received before we will send out your order.
- Orders may take up to 24 hours to be processed through our website. The order will only be dispatched once it has been processed.
- Orders placed on a weekend or public holiday will not start to be processed until the next business day.
- We do not take any responsibility for shipping delays caused by postal services or customs agencies. Once the order is dispatched we are no longer liable.
- Dispatch and delivery dates are provided as an estimate only. We take no responsibility for any failure to deliver products within the expected delivery time.
- We will happily exchange, refund or process a store credit for online purchases on full priced items, in accordance with our returns policy.
- Sale and discounted items (except for Clearance items) are valid for a store credit, in accordance with our returns policy. We do not offer refunds for change of mind on sale and discounted items. This includes items purchased using a discount code (except the member discount).
- Items marked online as "Clearance" cannot be returned (except as required by the Australian Consumer Law).
- Please note that items marked as “Sale” or "Clearance" are reduced and may on occasion have minor imperfections such as loose threads, small marks, etc, and the reduced price takes any such imperfections into account.
- Tags may sometimes fall off clothing before sale (particularly with Sale and Clearance styles). It is not a condition of sale that items will be shipped to you with original tags attached, and we reserve the right to ship items without tags if necessary, in fulfilment of your order.
- Discount codes cannot be used on sale or Clearance items (unless specifically stated).
- Only one discount code or gift voucher can be used per order.
- The member discount code applies to full priced items only.
- Lay-by is available by request, except for Clearance items. In the event that the purchase is not completed within 60 days, the lay-by may be cancelled, in which case a termination fee of 20% of the purchase price will be payable, and any lay-by payments over that amount will be refundable. For returns of lay-by items, please see our returns policy.
If you ever have any questions or concerns about products, shipping or returns please contact us through our online enquiry form or you can contact us directly at firstname.lastname@example.org. We aim to respond to all emails as quickly as possible, but please allow up to 24 hours. Emails sent on a weekend or public holiday will usually be responded to on the next business day.
Please email email@example.com to obtain a Return Authorisation Number (RAN). Please let us know your full name, order number, item(s) and reason for return. If you would like an exchange please provide your preferred style/size/colour. If eligible for a return, we will email you with a RAN and confirm whether a refund, exchange or credit note will be issued.
- Requests for returns must be made by emailing firstname.lastname@example.org within 7 days of the date of order.
- Returned item(s) must be received by Matilda Australia within 14 days of the date of order.
- Item(s) must be in the original condition (unworn, unmarked, undamaged) with any original tags still attached.
- A return authorisation number (RAN) is required.
- Full priced items that have not been worn, in the original condition with the original tags still attached may be exchanged (once) for a different available size or style, or returned for a refund or store credit.
- Sale items and discounted items (including items purchased using a discount code other than the member discount) cannot be returned for a refund (except as required by the Australian Consumer Law) although (except in the case of Clearance items) you may be issued a credit note or exchange the sale item for any other available item up to the equal amount of the final sale price.
- Items may only be exchanged once. The replacement item sent by way of exchange is not returnable, except as required by the Australian Consumer Law.
- Where items are returned that were purchased using a credit note (including a credit note issued by way of a Gift Card), the original credit note will be re-issued less a $20 administrative fee to cover shipping, processing and handling.
- Items marked online as "Clearance" are sold by way of final sale and cannot be exchanged or returned (except as required by the Australian Consumer Law).
- Lay-by items cannot be returned for a refund (except as required by the Australian Consumer Law). The "date of order" for a lay-by item (for the purposes of our returns policy) is the date of the final lay-by payment. For lay-by items returned in accordance with this returns policy, you may be issued with a credit note or exchange the item for any other available item up to the equal amount of the final lay-by item price.
- In the case of faulty items - Where the items fail to be of acceptable quality and the failure does not amount to a major failure, Matilda Australia is entitled to choose between providing you with a repair, replacement or other suitable remedy. Exchange of items is subject to availability. Matilda Australia classifies items to be faulty (i.e. not acceptable quality) if they are received damaged, or where a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear are not considered to be faulty.
- Shipping and handling charges are not refundable. You are responsible for posting your return goods. We recommend using a prepaid service that offers tracking. This ensures safe receipt of goods and prevents missing items.
- Once a return is received, refunds/exchanges/credit notes will be issued within 7 days.