Refund policy

Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return To start a return, you must contact us first at matchiemoo.au@gmail.com.

IMPORTANT: Please do not send your item back to the sender's address listed on your package. That is our overseas dispatch facility, and returns sent there cannot be processed or refunded. You must contact us via email to receive the correct local return address and instructions.

If your return is accepted, we will provide you with specific instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at matchiemoo.au@gmail.com and include clear photos or videos of the issue. This allows us to evaluate the problem and make it right as quickly as possible.

Return Shipping Costs Please note that for returns due to a change of mind or incorrect size selection, the customer is responsible for paying the return shipping costs. Shipping costs are non-refundable.

Exceptions / Non-returnable items Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have following the process above, and once the return is accepted, make a separate purchase for the new item.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at matchiemoo.au@gmail.com.