FAQs

Do you have a physical store location?

We have four Lee Mathews stores within Australia:

- Paddington, NSW
- Mosman, NSW
- Armadale, VIC
- Fortitude Valley, QLD

Please see here for more information.

How do I determine my size?

Please see here for our size guide, or view individual measurements for each garment on the product page. 

Who do I contact for online enquiries?

Please contact our online customer care team between the hours of 8:30am and 5:30pm AEST Monday – Friday.

e: online@leemathews.com.au
t: +612 9997 3787

Who do I contact for Press and PR enquiries?

Please contact our press and PR team between the hours of 8:30am and 5:30pm AEST Monday – Friday.

e: press@leemathews.com.au
t: +612 9997 3787

Can I redeem more than one discount code at a time?

No, only one discount code or automatic discount applied at checkout can be redeemed per transaction.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Paypal, Afterpay and Zip Pay.

I’m an international customer, is my order charged in my currency?

All orders are processed in Australian Dollars (AUD). Prices shown in your selected currency are a reference for the conversion rate at the time of purchase. 

What are my shipping options?

For more information on shipping and delivery please see here.

Can I change or amend my order once it has been placed?

If you notice something is incorrect on your order after it has been placed, please contact us immediately. We are able to cancel an item, change the size or edit your billing and shipping details before the order has been dispatched.

If you need to make any amendments, please contact our online customer care team at online@leemathews.com.au or call +612 9997 3787.

How do I track my domestic order?

When your order is shipped, you will receive an email containing a tracking number to your nominated email address. You can also log in to your LM account to check the status of your order.

 

My international order has arrived in my country but it’s hasn’t been delivered, why?

Your parcel is likely being held by customs awaiting payment of duties and taxes.

How much in duties and taxes will I be required to pay?

When your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to.

Do you deliver to PO Boxes or Parcel Lockers?

Yes, we can deliver to PO Boxes and Parcel Lockers.

What happens if an order goes missing?

If you have not received your parcel and it is past the expected delivery date please contact our online customer care team at online@leemathews.com.au or call us on +612 9997 3787.

What happens if an order arrives and an item is faulty?

In the rare occasion an item arrives and it is faulty please contact our online customer care team at online@leemathews.com.au or call us on +612 9997 3787.

Can I return my order?

Yes, we offer returns on all online orders within 14 days of receipt. All returned items must be unworn, unused and in perfect condition with all original tags and packaging intact. If you are returning intimates or swimwear please ensure the hygiene slip hasn’t been removed. Items that are returned otherwise may be rejected and returned to the customer.

Returns are not eligible on skincare or earrings for hygiene reasons. 

For the return of full-priced items customers are eligible for either a refund or credit voucher. For the return of discounted product whether it be on permanent markdown or a promotional sale customers are eligible for a credit note only unless stated otherwise in the product description.

To submit your return online please click here and complete all required steps.

Do you refund or exchange sale items?

For the return of discounted product whether it be on permanent markdown or a promotional sale customers are eligible for a credit note only.

Lee Mathews Online is unable to facilitate exchanges. If you wish to exchange an item for a different size, colour or style please submit your return and request a credit voucher. When you receive your credit voucher you can then purchase the correct item.

Will I be refunded the full value of my order?

If your return qualifies for a refund you will be refunded the amount paid for the item/s less the return shipping fee. The refund will be credited back on the original payment method. Initial shipping costs will not be refunded unless items are delivered faulty.

All customs duties and sales taxes are non-refundable. However, you may be able to recover these costs by contacting your local customs bureau directly.

Return import duties will not be covered by Lee Mathews.

When will I receive my refund/credit note?

Once your return has been received please allow up to 5 business days for the return to be processed and appropriate remuneration issued.

For refunds, please allow 5 business days for the funds to clear back into the appropriate account. Alternatively, if you are due to receive a credit note you will receive this immediately after processing via email.

How do I care for my items?

All Lee Mathews garments come with appropriate care instructions, please strictly adhere to these. We also recommend removing all jewellery prior to putting on or taking off your garments to avoid damaging your garment. For more information contact us at online@leemathews.com.au or call +612 9997 3787.

How do I stay in touch with LM?

Sign up to our newsletter at the bottom of this page to receive information about new arrivals, exclusive sales and event invitations. Follow us on Instagram and Facebook, email us at online@leemathews.com.au or call +612 9997 3787.