We offer FREE returns and exchanges for Australian customers*. Free returns are not offered on items bought on sale or with a discount code.
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 whether you would like to return for a refund or exchange.
- 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).
- 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 Pty Ltd
PO Box 1175
Noosaville QLD 4566
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 are subject to rejection, Matteau reserves the right to deny unauthorised returns that do not meet or follow our return policy and procedures.
*Customers located in New Zealand are responsible for the cost of return shipping.
Upon receipt of your returned merchandise, they will be checked over prior to receiving approval for a refund or exchange. Your return or exchange will be processed within 3-5 business days of receiving the returned garment(s). Shipping costs will not be refunded.
Exchanged items will be dispatched via Australia Post’s standard eParcel Post. If you require your exchange urgently we recommend placing a new order and sending your items back for a refund, to avoid any delay.
*Free Returns are only provided on the first return in relation to that order. In the instance that you have requested multiple exchanges, you will responsible for return postage and you may be charged postage to send the exchanged items back to you - we will contact you to request your credit card details to process this transaction.
*Please note that refunds are not offered on sale items or items purchased using a discount code as part of a sale promotion. Customers may request an exchange on discounted items, however free returns are not offered. Customers are responsible for the cost of return postage. Pending item availability, we will make all reasonable attempts to secure exchange requests.
If you have misplaced your returns form, you can download one here.
If you require more information on returns or exchanges, please email us at firstname.lastname@example.org.