Refund Policy

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. Items that attract free postage - $11 will be withheld for small parcels under 500gms, $15 for medium sized parcels and $19 for large parcels. If you paid additional for Express or signature on delivery, these costs will not be refunded either.
  • A restocking fee of $2 will also be charged.  
  • 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