Returns and Exchanges

RETURNS AND EXCHANGES

  1. Do you have a returns policy?
    1. We offer free returns for 30 days from the date of delivery.
    2. However, not all items are eligible. Any exclusions will be noted on the relevant product pages and / or at checkout on our website.  To be eligible for a return:
      1. item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
      2. item(s) were not marked "Final Sale" or "Non-Returnable" at the time of purchase, unless faulty.
      3. unless faulty item(s) must be in saleable condition, including, the original packaging attached swing tag, bow branded dust bags, shoe boxes and jewellery packaging.
    3. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition. If we feel we need more clarification about the item(s) you are seeking to return, we may choose to contact you.
    4. *Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
  2. How long do I have to return my Item(s)?
    1. We know the drill – you've been needing to return it, but life gets in the way.  We are happy to help you return that one, and offer a 30 day return period from the date of delivery for you to make that tough decision!  Please refer to our returns policy above for more information.
  3. Can I return my order for a refund?
    1. You can certainly return your item(s) to us for a full refund, provided it is returned within 30 days of the date of delivery.
    2. *Please note: unless faulty, all item(s)must be returned in saleable condition, with the swing tag, original bag and bow to be eligible for a return.
    3. **Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
  4. Can I exchange my order for a different product?
    1. Another product caught your eye? It happens –you can certainly return your item(s) to us for an exchange provided it is returned within 30 days of the date of delivery.
    2. *Please note: unless faulty, all item(s)must be returned in saleable condition, with the swing tag, original bag and bow to be eligible for a return.
  5. Do I have to pay for returns?
    1. We've got you covered here too.  All returns (for both refunds and exchanges) will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office!  Just contact our friendly team at info@moodymates.com and they will be able to help you along the way.
  6. How long does it take for my return/exchange to be processed?
    1. We are working hard behind the scenes to get the item(s) in and out of our fulfilment centres.  We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged.  As soon as we have this information, we can action either your exchange or refund immediately!  If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
  7. How long does it take for my refund to be processed?
    1. We're sad to see you go!  Should you receive a refund for your order, you will receive an email confirming this has been processed from our end.  From there, it will take two (2) -five (5) business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
  8. DISPUTE SETTLEMENT
    1. Any dispute, claim, or controversy arising out of or relating to this delivery and returns policy shall be determined in accordance with the Dispute Resolution provision in the Terms of Service.

 

Last updated: June 2023