CUSTOMER CARE
RETURNS AND EXCHANGES
ONLINE RETURN POLICY
TAF 20% TERMS AND CONDITIONS
Take a further 20% off all sale items online and in selected stores until 14th July 11.59pm AEST. Discount automatically applied at checkout. Discount is not available on previously purchased items. Discount cannot be used in conjunction with any other offer. Items purchased during the TAF20% off promotion are considered final sale and cannot be returned for a refund, credit note or size exchange.
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. Lee Mathews does not accept returns for books, perfumes, beauty products, or earrings.
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- Full-price items are eligible for a full refund, credit note or size exchange. - - Sale items are eligible for a credit note or free size exchange only.
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- Final sale items are not eligible for refund, credit note or exchange, unless in the event of the item being faulty.
Items returned otherwise may be rejected and returned to the customer.
| PRODUCT TYPE | RETURN TYPE |
| Full Price | Full Refund, Credit note or Free Size Exchange |
| Sale | Credit Note or Free Size Exchange |
| Final Sale | No Return |
Australia: $8.50 return postage label fee will be deducted from the total refund or credit note amount.
New Zealand: $10 return postage label will be deducted from the total refund or credit note amount.
| RETURN TYPE | RETURN SHIPPING |
| Exchange | Free |
| Credit Note | $8.50 deducted from your refund: AU |
| Refund | $8.50 deducted from your refund: AU |
SUBMITTING A RETURN
Follow the below steps to complete your return request and generate a return shipping label.
- After all of the items in your order have been delivered, 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.
- Submit your return and print the return shipping label. If you do not have a printer you can present this label 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 it 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 online@leemathews.com.au or call +61 418 114 745.
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 online@leemathews.com.au. Please note, that items returned for a refund or credit note will incur a $10.00 deduction from the refund amount to cover the return shipping label, return shipping labels for exchanges are free of charge.
EXCHANGES
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 once your return label has been scanned in transit by the courier service. Please note, we are not able to hold your item until the return label has been scanned so to avoid disappointment we recommend 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.
CREDIT NOTES
Credit notes will be issued at the full amount of the purchase price, minus the shipping fees. 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. If you would like to use your online credit note in-store, please contact our customer care team on +61 418 114 745 who can transfer the funds to an in-store credit.
REFUNDS
If your order qualifies for a refund you will be credited back to 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.
FULL PRICE
Full-price items can be returned for a refund, credit note, or free size exchange. $8.50 will be deducted from the refund amount to cover the return shipping label.
SALE
Sale items may be returned for a credit note or free size exchange only.
FINAL SALE
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 before purchasing for size and style advice.
FAULTY ITEMS
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 online@leemathews.com.au with images and a description of the fault. Alternatively, you can call on +61 418 114 745.
INCORRECT ITEMS
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 online@leemathews.com.au or call +61 418 114 745.
ORDER CANCELLATIONS
If you have changed your mind and would like to cancel an order, please call our Customer Care team on call +61 418 114 745 as soon as possible. Please note, orders that have already been dispatched cannot be cancelled.
During promotional periods we are unable to cancel orders due to the high volume of orders.
BUY-NOW-PAY-LATER PURCHASES
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.
IN-STORE RETURNS
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.
Need Help?
Email: online@leemathews.com.au
Phone: +61 418 114 745