Special Conditions and Sale Conditions
*Customers located in New Zealand are responsible for arranging their own return shipping.
*Please note that refunds are not offered on sale items or items purchased using a discount code as part of a sale promotion, all discounted items are considered final sale.
If you have misplaced your returns form or if you require more information on returns, please email us at firstname.lastname@example.org.
We offer flat-rate returns on Australian orders*. A pre-paid returns label will be supplied for a flat-rate of $5, which will be deducted from your refund at the time of processing.
Returned merchandise must be in original condition, with all tags and hygiene seals still attached. Garments must not have been worn or washed.
Please follow our returns process below:
- Complete the return request (electronic form below) within 7 days of the date of delivery, indicating that you would like to return for a refund.
- You will receive an email response with an RGA number (Returned Garments Authorisation), as well as a Prepaid ParcelPost Return Label that you should print out and attach to your package (for Australian customers only, on full-price purchases).
- Complete the Returns Form that was included with your delivery – ensure you complete all sections of the form.
- Please package the garments up with the completed Returns Form and lodge at an Australia Post facility over the counter (within 14 days of the date you received your delivery) to:
Matteau - Returns
Unit 1, 32 Ralph Street
Alexandria NSW 2015, Australia
Matteau is not responsible for any returns lost in transit – it is recommended you include tracking and insurance for your protection.
Returns outside of this period will not be accepted. Matteau reserves the right to deny unauthorised returns that do not meet or follow our return policy and procedures.
Upon receipt of your returned merchandise they will be checked over prior to final approval to process your refund*. Your return will be processed within 3-5 business days of receiving the returned garment(s). Shipping costs will not be refunded.
We are unable to offer Exchanges, we instead ask that you return your order for a refund following the above steps, and purchase your desired item(s) as per the standard ordering process.
Return Request Form