FAQs

DELAYS IN SHIPMENTS 

Please note there may be added delays to both domestic and international shipments during peek holiday season periods, weather disasters and other global events which are out of our control. We always recommend selecting "express shipping" if you are in need of your purchase for a particular date. This will ensure your order reaches you as soon as possible as we will prioritise the dispatch of your order and courier services will prioritise the delivery of your package. 

HOW DO I DETERMINE WHAT SIZE TO BUY?

All of our sizings are in Australian sizing (AU). Our sizing is true to size for the most part, some garments run smaller in make. Our size XS/6 is a true size XS/6.

If a style is a non stretch fabric and you are unsure of which size to purchase, please email us on info@mateadesigns.com.au and we will gladly assist you further by offering advice on the fit and proving specific measurements for the garment/s in question. 

We always make a note of what size our model is wearing and her height, to help you determine what size you may be.

If a style runs small or large to size, we will make a note about this in the size & fit section on each product page and recommend to go up or down a size.

You can view our Size Chart for specifics. 

We recommend using a search engine like Google to determine a size conversion into your countries sizing if we don't have it listed in our chart. 

HOW DO I RETURN ITEM/S I ORDERED THAT ARE NOT SUITABLE?

We accept garment exchanges and refunds. You can exchange a garment for a different size or style or you are able to return the item/s for a refund. Please raise a return request through out Returns Center here. You will be provided with more information on the step by step process of how to return a purchase. 

DO YOU STILL ACCEPT RETURNS IF I PAID THROUGH AFTERPAY OR ZIPPAY or any other pay later third party payment provider?

Yes, we accept returns even if you paid with Afterpay or ZipPay or any pay later third party payment provider for your order. 

DO I NEED TO SET UP AN ACCOUNT BEFORE PURCHASING?

No, you don't need to set up an account, you can choose to check out as a guest instead.

We do recommend creating an account as this will allow you to move through the checkout process faster on your next purchase with us, with your address details and email preferences saved along with your order history where you will be able to reference the item/s you have purchased historically.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payment by PayPal, Credit Card (Visa, MasterCard & AMEX) ZipPay,  Afterpay, Google Pay, Apple Pay & Klarna. We now offer Afterpay to our international customers where eligible counties support Afterpay like NZ, Canada, UK, and US.

All prices are shown in Australian Dollars (AUD) and include 10% GST (Goods and Services Tax). Customers purchasing outside of Australia will not be charged GST. 

WHICH COUNTRIES DO YOU DELIVER TO?

We deliver worldwide, within Australia and most countries overseas. If the country you are wanting to ship to isn't listed as a shipping option when checking out, please email us on info@mateadesigns.com.au for more information.  

GARMENT CARE

Please follow the wash instructions on your clothing - for example, if your clothing specifies dry clean only we recommend using a specialist dry cleaner.

If you have not followed the wash instructions as tagged on your clothing you may risk damaging the garment/s you have purchased. 

To ensure that you prolong the life and condition of your garments we recommend a cold hand wash using a delicate soap for all of our garments. Garments with beading or other hardware detailing, we recommend dry specialist clean or spot cleaning if there is a stain on the garment.

All garments will have care instructions listed on each product page on our website in the product details section.  

FAIR WEAR AND TEAR

If a button falls off or zip breaks after you wear your clothing due to fair wear and tear, we cannot accept a return. Although, we committed to proving a quality product and quality service so are always willing to help out if there are any issues with any of our garments. Please get in touch with us should you encounter any issues with our garments.

WHAT ARE YOUR PRE-ORDER TERMS?

When an item is in high demand we often place it on pre-order, which means you pay for the item in full and we'll reserve your size for you.

If you order other items with the item that is on pre-order, the items in stock will be sent to you right away. You will then be sent a subsequent separate parcel with the pre-ordered item/s once it is in stock. You will receive separate tracking numbers for each parcel we send out. 

HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items are in stock unless displayed as SOLD OUT. If you have an item in your shopping cart awaiting payment, it may still be purchased by another customer until you have completed your order.

If you have purchased an item and on the very rare occasion it is out of stock, we will contact you immediately to arrange an agreeable alternative item, backorder or full refund.

If we sell out of an item or specific sizes in an item, please leave your details in the "Notify When Available" section listed on a tab on the right hand side on the product page, if you would like us to notify you when the size is back in stock. 

WILL I HAVE TO PAY DUTIES AND TAXES ON MY INTERNATIONAL SHIPMENT?

We are not responsible for any taxes or import duties imposed on items delivered outside Australia. If you are unsure about this, please contact your local Customs Office. We will always list the true value of the item on international shipment commercial invoices. 

CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED?

Please contact us immediately (within the first couple of hours) of making your purchase if you wish to change your order. After this timeframe, we may not be to change or cancel orders. 

WILL I RECEIVE AN PHYSICAL INVOICE OR ORDER RECEIPT WITH MY ORDER?

We are a paperless business, hence you will not receive a physical receipt with your order in your parcel. We do however send an electronic invoice/order confirmation which lists all item/s purchased & all relevant purchase information. 

WHERE DO I PUT MY PROMOTIONAL CODE, ON CHECKOUT WHEN USING MOBILE OR TABLET?

Once you have placed all the items you want to purchase in the cart, click checkout. This will take you to a screen where you will need to put your shipping details. Before populating your shipping information, click on "show order summary"- this dropdown will list all the items in your cart as well as give you the option to put in discount code in this box which states "discount" - please note the below is an example of a mobile view of our website. Once you have populated the discount click apply button. Please see the example below:

  

 

 

HOW DO I USE MY GIFT CARD? 

Once a gift card is purchased you will receive an email confirmation of your gift card balance as well as a link to the gift card. Click on the gift card link, this will display the gift card with a unique code equivalent in monetary value to the value of your gift card. 

Use your gift card unique code at the cart section of the checkout process. You will need to put in your unique gift card code in the 'gift card or discount code' section - see image below of the cart section displayed on desktop (if you are redeeming on mobile phone please insert gift card code in the same gift card/discount code section - follow the above 'where to put my promotional code when checking out with using mobile if you can't locate it):

 

This is what your electronic gift card & unique code will look like:

 

WHAT IF I WANT A HARD COPY OF A GIFT VOUCHER? 

 All of our gift cards are sent electronically once purchased. If you have purchased the gift card for someone else, you will be able to forward them the email with all the gift card details. 

If you have bought a gift card for someone for a special occasion and would like to give them the gift card in hard copy, please indicate this in the 'NOTES' section of cart, checkout process and state a delivery address as well as the date by which you need the gift voucher. We will post out a hard copy of the voucher via mail.