If for any reason you aren’t happy with your Matea Designs purchase you can return the item/s for an exchange or refund.
Please note we are not sending out printed invoices with your order. Please make sure you keep the "order confirmation"email you receive from us so that we can correspond via this email trail should you need to exchange or return your order.
All refunds will be issued via the payment method you used to purchase the item/s.
You have 14 days to post your return back to us, starting from the day you receive your order. After the 14 day period has lapsed, the sale is final.
If you return an item/s, you will need to cover the cost of postage.
We suggest using a trackable postage option to return the item/s you purchased back to us. In the unlikely case your package is lost on its way back to us we will not be able process your return.
We will not process a return until the item/s are received back by us.
In order for us to process your return, please make sure that the garment is in the original condition you received it
- Tags still attached
- Please note that returns which don’t comply with the above criteria will automatically be returned to sender, so please be mindful when trying on your item
- The above conditions do not apply to faulty garments
HOW TO RETURN AN ITEM/S
Make sure your items meet our returns criteria above.
Please reply back to your "Order Confirmation" email stating the following:
- Which item/s you are returning
- If you would like to exchange the item/s or return for a refund
- If exchanging, which item/s and size you would like to exchange for as we will hold this item/s for you
- Post back all returns to Matea Designs P.O. Box 14 Carnegie VIC 3163 Australia for domestic returns.
- Email us on email@example.com to request a different postal address for international returns.
If you require an exchange of another size in the same style or a different style:
Step 1: Reply back to your order confirmation email or email us at firstname.lastname@example.org with your order # in the subject line telling us what you would like to exchange the item/s to i.e Exchange for a smaller/bigger size in the same garment style or exchange for a different garment style.
Step 2: Send the purchased item/s you would like to exchange back to us at Matea Designs P.O. Box 14 Carnegie 3163 VIC
Step 3: Once we receive your returned parcel for an exchange the following will happen:
- If you are exchanging for the same garment style just a different size we will simply send out the new size you require and confirm your new tracking number to the return email trail we have open with you.
- If you are exchanging for a different garment style which may have a price difference in the cost of the garment:
a) if the garment you want to exchange for is less than the garment you initially purchased we will issue you a 12 month credit note for the price difference.
b) if the garment you want to exchange for is more than the garment you initially purchased we may issue you a credit note which you can use toward the purchase of the item you wish to exchange for, ask you to send the difference in funds via PayPal to email@example.com or you can request we give you a call to process the price difference manually via credit card.
If you have made an order during a flash sale/short term promotion you will be able to exchange your item/s if they are not suitable as long as you return the goods to us within the 14 day period from date of purchase.
We will gladly accept a return on all full price items that comply with the above returns criteria listed. Should the items returned not comply with the returns criteria above, Matea Designs reserves the right to refuse refunds.
If you have made an order during a flash sale/short term promotion you will be able to receive a full refund (for full price items only) if your item/s are not suitable as long as you return the goods to us within the 14 day period from date of purchase.
We do not accept refunds on sale items, all sale items can be exchanged as long as the items are shipped back to us in their original condition within a 14 day period. After the 14 day period has lapsed, the sale is final.
If you have received a faulty item, send us an email with clear photos of the fault/s and include your order number in the subject line. We will assess and get back to you as soon as possible. All claims for faulty styles are assessed on an individual basis, and the outcome of a refund is at Matea Designs discretion.
RETURNS USING ZIPPAY, AFTERPAY & HUMM
Returns remain subject to Matea Designs returns policy as outlined above. If you have paid using ZipPay, AfterPay or Humm the funds will be processed via these portals and returned to you via the 3rd party you used to pay for the item/s.
Should you have any issues or questions about the returns process, please feel free to reach out to us via firstname.lastname@example.org or the Contact Us page and we will gladly assist you.