RETURNS AND EXCHANGES
ONLINE RETURN POLICY
We offer easy returns and exchanges for Australian and New Zealand online orders within 14 days of delivery.
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.
Lee Mathews does not accept returns for books, perfumes, beauty products or earrings.
Full price items can be returned for a refund, credit note or free size exchange. Sale items may be returned for a credit note or free size exchange only. $8.50 will be deducted from the refund amount to cover the return shipping label. Return shipping labels for exchanges and credit notes are free of charge.
Final sale refers to items that are marked to clear. Final sale items are not eligible for refund, credit note or exchange, unless in the event of the item being faulty. You will be notified at checkout if the item you are purchasing is final sale, with a final sale notice on the product also. We recommend choosing carefully to avoid disappointment and reaching out to our online team for assistance prior to purchasing for size and style advice.
If your order qualifies for a refund you will be credited back on the original payment method less $8.50 for the return shipping label you will be provided. Please allow 5 business days once the refund has been issued for this amount to appear in the relevant account.If you made your purchase using an online gift or credit voucher you will be issued a new credit voucher to spend online.
Credit vouchers will be issued at the full amount of the purchase price less shipping for the return of product that has been permanently marked down. All credit vouchers will be emailed to the recipient and are valid for 3 years. Credit notes are valid online at leemathews.com.au and cannot be redeemed in store.
We offer free and easy size exchanges if you find your Lee Mathews item is not right. You will be prompted to select your new size when submitting your return online, and we will ship your new item as soon as your return is accepted by Australia Post. Please note, your new size is not reserved until Australia Post receives your return so to avoid disappointment we recommending dropping off your return as quickly as possible. If the item you are hoping to exchange for is no longer available at the time of processing, a refund or credit note will be issued depending on the item’s discount status. We are unable to exchange for different items. In this instance we suggest selecting a credit note and repurchasing.
SUBMITTING A RETURN
Follow the below steps to complete your return request and generate a return shipping label. Please note that full price and sale items must be returned separately.
- Head to our return portal here to complete your request.
- Select the item you would like to return and then decide if you would like to exchange it for a different size or return it for a credit voucher or refund depending on the price status of the item.
- Submit your return and print the return shipping label. If you do not have a printer you can request the label be emailed to you by our customer care team at firstname.lastname@example.org and present this at your local post office.
- Re-package the items and the order invoice in the original box or find suitable alternative packaging. Stick the return shipping label to the outside of the package and return to an Australia Post branch or post box.
- Please allow up to 5 business days from the time we receive your return to process the appropriate remuneration. Exchanges will be shipped once the returned item has been scanned as ‘in transit’ by Australia Post. Please note, we are unable to process returns or refunds for online orders in Lee Mathews stores.
- If you require assistance submitting your return please don’t hesitate to contact our online customer care team at email@example.com or call +612 9997 3787.
NEW ZEALAND RETURNS
For New Zealand returns, you will receive a returns label via email once your return request has been submitted. Please allow 2 business days to receive this or email customer care at firstname.lastname@example.org. Please note, items returned for a refund will incur a $10.00 deduction from the refund amount to cover the return shipping label, return shipping labels for exchanges and credit notes are free of charge.
For international returns, a return address will be provided once you have completed your request, this will also be emailed to you. You will need to send your return back through a shipping method of your choice. We recommend using a traceable service as Lee Mathews cannot be held responsible for lost return parcels.
IN STORE RETURN POLICY
If you have purchased an item in a Lee Mathews store location, the return policy will differ from our online return policy. Full price items purchased in store can be returned for a credit note or exchange within 7 days of purchase with a receipt. Returns are not eligible on skincare, fragrance or earrings for hygiene reasons. No refunds will be given except under Fair Trade provisions. Purchases made using a store credit are final sale and are not eligible for return. Please contact the store for further information or refer to your receipt for in store policy details.
All garments and items sent for online orders are quality checked before dispatch. In the unlikely occurrence that you receive an item that is less than perfect please contact our online team at email@example.com with images and a description of the fault. Alternatively you can call on +612 9997 3787.
If you have received your online order and the contents don’t match what you ordered please contact our online customer care team immediately at firstname.lastname@example.org or call +612 9997 3787.
If you have purchased using either Klarna, Afterpay, ZipPay or Laybuy and your return qualifies for a refund you will be credited back through your chosen platform. If your return requires a credit voucher you will continue to make payments until the item is paid for and we will issue you a credit voucher as usual when we receive the return.
Phone: +612 99973787