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COVID-19

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

Our shipment partner Australia Post remains fully operational and has implemented safety precautions to alleviate risk for both yourself and the delivery drivers.

For all Australian orders, there is currently an additional 1-2 days delay for Express Post parcels in some areas, and an additional 5+ day delay for Parcel Post parcels.

For all New Zealand orders, there is currently an additional 5+ day delay on parcel delivery. Due to varied postal restrictions internationally we recommend to reach out to New Zealand Post 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.

Australian orders

For all Australian orders over $240, we provided FREE Express Post shipping (delivery approx 1-2 business days after dispatch) via Australia Post.

For all Australian orders under $240, shipping will be calculated at checkout. You can choose between the following Australia Post services:

• Parcel Post (delivery approx 5 business days after dispatch), or
• Express Post (delivery approx 1-2 business days after dispatch).

New Zealand orders

For all New Zealand orders, we offer International Express for a flat-rate of $10 (delivery approx 3-5 business days after dispatch).

Please check with the New Zealand Customs authority on any customs duties or taxes that are payable by you. Customs duties or taxes are not payable by Matteau.

If you refuse a shipment from Matteau you are responsible for the original shipping charges, any import fees that may have incurred on the package, as well as the cost of returning your order parcel to Matteau. This amount will be deducted from your order refund once the shipment has been received back.

General shipping overview

All successful orders placed will be processed within 2 business days of receiving your order. You will receive your tracking number via email once your order is dispatched.

The delivery timeframes indicated above are based on addresses in metro areas, if you are in a regional area please allow an additional 1-2 business days.

Please consider the shipping address you provide – you should provide an address that will be attended during normal business hours as a signature and proof of identity are required on delivery of all orders. If you are not at the delivery address to accept the goods yourself, any person who accepts the goods on your behalf constitutes evidence of successful delivery.

In the instance that you have given incorrect delivery details please ensure you email us immediately upon successful placement of your order. Once your order has been dispatched Matteau cannot be held responsible if any information you provided was incorrect.

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

Special Conditions and Sale Conditions

*Customers located in New Zealand are responsible for the cost of return shipping.

*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 be responsible for return postage and will be charged postage to send the exchanged items back to you - we will contact you to process an additional payment.

*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.

Archive Sale - please note that refunds and exchanges are not offered on archive sale items, all sales are final.

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.

We offer FREE returns and exchanges for Australian customers*.

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 whether you would like to return for a refund or exchange.
2. 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).
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 lodge at an Australia Post facility over the counter (within 14 days of the date you received your delivery) to:

Returns
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 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 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.