EASY RETURNS & CUSTOMER CARE
Moelleux is happy to provide you with a refund or exchange where goods are:
- Returned to us within 7 days of delivery.
- Returned in original condition (unworn, unwashed, and still have the original tags attached).
- Returns must include all original packaging including shoe boxes and dust bags, in original condition.
- Accompanied with proof of purchase.
- Return authorisation number (RA) has been approved and is accompanied by a return form (sent with your original order).
*THIS EXCLUDES ORDERS PAID WITH AFTERPAY - Please note ONLY an exchange or store credit will be offered if your return is approved.
In the event that your return does not meet any of the above terms, Moelleux reserves the right to not approve your return request.
To ensure you will be eligible for a return, we recommend the following;
- Take care when trying on garments to avoid make-up rubbing off.
- Avoid scuff marks on shoes by trying on a soft surface.
- To ensure marking on fabrics and accessories does not occur, avoid applying body moisturisers and deodorants before trying on.
HOW TO RETURN OR EXCHANGE
Contact us via email (within 48hrs of receiving your order) at firstname.lastname@example.org to obtain a return authorisation (RA) number. Once your return or exchange authorised by one of our friendly staff, you will receive your RA number. Please fill out the returns sheet sent with your order to help us process your return as quickly as possible. Please do not send your purchase back to the manufacturer.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the initial shipping amount paid will be deducted from your refund.
When returning goods to Moelleux, it is advised that you choose a traceable method (e.g. express post).
Your return will be assessed and, if a refund is passed, will be reversed onto your original form of payment.
Returns & Exchanges are processed within 1 – 3 business days of receiving. Please allow up to 14 days to receive your exchange.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS (if applicable)
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
*All terms listed above are for the Moelleux E-boutique only, please see in store for our separate retail boutique terms thank you!
STORE CREDIT (if applicable)
For store credits you will be issued with a unique discount code to use online, this must be used in one transaction.
The Moelleux eBoutique does not accept returns (refund or exchange) on any sale items unless deemed faulty. We kindly ask you to consider this before committing to a purchase.
Moelleux have made every effort to correctly display the colours of our products on our eBoutique. However, due to the fact that we use flash photography, as well as the inevitable variances between computer monitors, we cannot guarantee that your device will display a colour which is completely accurate.
If you have changed your mind and would like to cancel an order, please contact our Customer Care team as soon as possible. Please note that orders which have already been shipped cannot be cancelled.
Please try on all footwear on a carpeted surface before general wear. Returns of footwear will not be accepted if the product has scuff marks or the original show box is damaged.
Please note that removal of the security tag and plastic stopper voids any exchange or refund during this period.
Several types of goods are exempt from being returned. We do not accept products that are intimate or sanitary goods. Due to health reasons earrings are not able to be returned unless faulty.
Additional non-returnable items:
- Gift cards
- Some health and personal care items
PRE - ORDERS
At the time you place your pre-order, you will be required to pay the total amount due, including any shipping fees. Please be aware that becasue of the "PRE-ORDER" nature of such transactions, you should expect a delay between the date you place your order and the date the product is ready for shipment. Moelleux will endeavour to ship pre-ordered items on or before the date specified. Unfortunetly we can not guarantee an exact date of arrival, we can only give you an estimate.
Once you place your order your payment will be processed and an email confirmation will be sent to your inbox. As soon as your order has been shipped you will receive a tracking number so you can follow the progress of your purchase.
If you have pre ordered an item and wish to cancel your pre order before the item arrives or you have received your pre order and would like to return it, we will ONLY issue you with a credit note or exchange for another item.
AfterPay allows you to complete your purchase now and make equal fortnightly payments.
Purchases can be made using AfterPay for values up to $1,200.
AfterPay customers must; be over 18 years of age, have an Australian residential address and have a debit or credit card.
When completing a purchase using AfterPay for the first time you will be charged for your first instalment immediately. If you are an existing AfterPay customer your first instalment will be charged to you 14 days after the date of purchase. Once your purchase is complete a payment schedule will be provided to you.
For more information on AfterPay please visit: https://www.afterpay.
All purchase made through AfterPay are non refundable, we are happy to provide you with an exchange or credit note ONLY where our policy terms are met.