Shipping

 

COVID-19

Due to the current global situation please be aware that there will be a delay in usual delivery times.

Because of these changes we are currently only offering one shipping option; Express International at a flat rate of $15.

Our shipment partners Australia Post and DHL Express remain fully operational in Australia and have implemented safety precautions to alleviate risk for both yourself and the delivery drivers. Due to varied postal restrictions internationally we recommend to reach out to your local postal service directly with questions regarding delivery limitations in your area before placing your order.

Your patience and understanding during this time is greatly appreciated. Should you have any questions or concerns please don't hesitate to email our team and we'll be happy to help however we can.

Shipping

Please see above changes due to COVID-19.

For International orders you can choose between the following delivery options:

  • International Standard at a flat rate of $10, or International Express at a flat rate of $30.

     

    Below is a table that outlines the estimated delivery timeframes for Standard and Express services to various destinations:

    Delivery Service & Estimated Timeframe
    Destination Standard Express
    US & Canada 10 - 12 3 - 4
    United Kingdom 12 - 14 3 - 5
    Europe 12 - 16 4 - 6
    Asia 7 - 10 2 - 3
    Rest of the World 14 - 20 5 - 8

    The delivery timeframes indicated above are business days only and based on delivery to metro areas, allow additional time for delivery to regional or country areas. Please also note that these delivery times are only estimates and unfortunately cannot be guaranteed.

    General Shipping Overview

    • All successful orders placed will be processed within 2 business days of receiving your order.

      • You will receive a tracking number via email once your order is dispatched. Parcels sent with AustraliaPost will have a tracking ID that can also be used to track your delivery through your local postal service. For accurate updates please check your local postal service's tracking website once the parcel has arrived in the destination country.

        • On rare occasion international shipping to some countries can take 4-6 weeks, due to this we are not responsible for any delays caused by the destination country’s customs clearance process or by the courier transit time. We ask that customers who require their order more urgently select the Express option upon checkout to ensure faster delivery.

          Please consider the shipping address you provide – you should provide an address that will be attended during normal business hours as you will need to sign for your package. Matteau cannot be held responsible for parcels that are lost or damaged in transit as a result of authorising the courier service to leave your parcel unattended should nobody be at the delivery address to sign for it. 

          • Customs duties or taxes are not payable by Matteau. Prior to placing your order please check with your local customs authority on any customs duties or taxes that are payable by you – note that regulations and guidelines differ by country.

            If you require more information on shipping, please email us at info@matteau-store.com.

          • Returns

             

            International customers are responsible for the cost of return shipping.

            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:

            1. Complete the return request (electronic form below) within 7 days of the date of delivery indicating the items you wish to return.
            2. You will receive an email response with an RGA number (Returned Garments Authorisation).
            3. Complete the Returns Form that was included with your delivery – ensure you complete all sections of the form.
            4. Please package the garments up with the completed Returns Form and post (within 14 days of the original delivery date) to:

                        Returns
                        Matteau Pty Ltd
                        PO Box 1175
                        Noosaville  QLD  4566
                        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 are subject to rejection, 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 receiving approval for a refund. Once approved, your return will be processed.

            Refunds will be processed within 3-5 days of receiving the returned garments. Shipping costs will not be refunded.  

            Exchanges are not available to International customers, if you wish to exchange please request an RGA to return your item(s) for a refund and place a new order.

            Sale Conditions

            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, you can download one here.

            If you require more information on returns or exchanges, please email us at returns@matteau-store.com.