Our returns policy reflects the principles enshrined in NSW Consumer laws.
- If orders are returned, a refund will be issued by the original payment method. Please note postage costs will not be refunded (includes purchases attracting free postage) unless items were deemed faulty. A restocking fee will also be charged. For items under 500gms, a total cost of $12.00 will be withheld, for medium parcel items a total cost of $15.00 will be withheld, for large parcels a total cost of $18.00 will be withheld. The parcel size is on the Auspost label of the mailing satchel.
- Cash will not be exchanged for credit card payments.
- Customers seeking an exchange rather than a refund will not incur an additional delivery fee.
- Returned items will not be accepted if they have been worn, washed, soiled or have had their tags removed.
- Returned items will not be accepted if they smell of smoke.
- Returned items must be accompanied by the returns form.(invoice indicating which item is being returned and the reason why).
- Items must be returned within four (4) weeks of delivery
- If a “free add-on” to the original purchase is given, and the original purchase is returned for refund without the add-on, the cost of the add-on will be deducted from the original purchase cost.
- The customer is responsible for the delivery fee of returned items except where the goods are deemed faulty. If goods are faulty, Matilda Jane will refund the delivery fee.
- No refunds are available on sale, clearance items or promotional offers. Exchanges are accepted with no additional delivery fee.
- No returns or refunds are available on hosiery. Please check size charts carefully prior to purchase.
In the interests of safe hygiene, please ensure that briefs/thongs etc are tried on over your own underwear.
All refunds are processed through the original payment method so please allow 5-7working days for the transaction to go through.
If you have any further questions, please contact us.
Address for returns:
Matilda Jane Lingerie & Sleepwear
PO Box 60
Narellan NSW 2567