FAQs

Last updated: Today

Quick answers to common questions about ordering from Matilda Mae.

How long does delivery take?

Orders are usually processed within 1 to 3 business days. After dispatch, delivery usually takes 3 to 7 business days. These are estimates, and remote locations or carrier delays may add time.

Where is my order shipped from?

Some orders are shipped directly by trusted suppliers. This may include suppliers outside Australia, including in China. Items from one order may arrive in separate parcels.

Which carrier will deliver my order?

Depending on the product and address, delivery may involve Australia Post, a local delivery partner or an international carrier. Tracking is sent after dispatch when available.

Is shipping free?

Yes. Standard shipping is free to eligible addresses across Australia unless a different charge is clearly displayed at checkout.

Do you accept returns?

Yes. We offer a 30 day money back guarantee. Contact us within 30 days after receiving the order. Your Australian Consumer Law rights are separate and may continue after 30 days.

How do I start a return?

Email info@matildamae.com with your name, order number, the email used for the order, the return reason and photos if the product is damaged, faulty, incorrect or not as described. Wait for return instructions before sending the item.

Who pays for return shipping?

For a change of mind, size change or unwanted item, you pay the return shipping cost. If we confirm that an item has a problem covered by the Australian Consumer Law, we will reimburse reasonable return costs. Keep your postage receipt.

Where will I send a return?

We will provide the correct address after approving the request. For a change of mind return, this may be a supplier address outside Australia, including in China.

When will I receive a refund?

After an approved return is received and checked, we will process the refund to the original payment method. Your bank, card issuer or payment provider may need additional time. Different timing may apply where required by law.

What if my item is faulty, damaged or incorrect?

Contact us as soon as possible at info@matildamae.com. Include the order number, a description and photos where practical. We will assess the issue and provide a remedy in line with the Australian Consumer Law.

How can I contact Matilda Mae?

Email us at info@matildamae.com. Please include your order number if your question relates to an order.

Matilda Mae

matildamae.com

info@matildamae.com