Terms

Shipping Rates

International shipping available. All shipping pricing is based upon weight & where you are located. International shipments may be subject to pay duties and taxes, which is out of our control.

Order Processing
Please allow 1-5 days for your order to be processed. Once your order is shipped, you will receive a tracking number via email. Please allow 2-7 business days to arrive once shipped for Australian orders and an additional 10-15 days for international orders.* We are not responsible for any lost, stolen, or undelivered packages. If your package is marked as delivered but you have not received it, please open an investigation with the carrier. We will not replace any packages. If you have any questions regarding your order email shop@mateslabel.com.

Welcome to our Returns and Exchanges Policy! Your satisfaction with Mates Label products is our priority, but if anything doesn't meet your expectations, here's what you need to know.

RETURN POLICY

Can I Return My Item?

Should your purchase not meet your expectations, you may have the flexibility to return it. You have a 14-day window from the day you receive your order to initiate a return. See important information for more details.

How to Initiate a Return:

Email us at shop@mateslabel.com.au with your order number and return reasoning.

Possible Outcomes:

1. Refund: We'll reimburse the full amount you paid, deducting a $10 handling fee, once we receive your returned item at our warehouse.

2. Exchange: If the size isn't right, we can swap it for the same item in a different size, provided it's in stock. If not, select another option. We begin processing your new order upon receiving your return.

3. Store Credit: Prefer choosing something else later? Receive a discount code equal to your returned item's value, applicable for future purchases.

Important Information:

- The 14-day return window is firm, and late requests won't be accepted.
- Please allow a couple of weeks from the return ship date for your account to be credited, and 1-2 billing cycles for the credit to reflect on your statement. We'll keep you updated throughout the process.
- We value you in the Mates Label community and appreciate your support. Please note that we do not accept returns on products not in their original condition or without tags/original packaging. Returns are not accepted for sold-out products.
- Refunds based on sizing errors by the customer are not offered. If the product is not sold out, sizes may be exchanged.
- For wrong items or defective products, email shop@mateslabel.com within 14 days of receiving your order.
- Shipping costs for refunds/exchanges/returns are not covered by us.
- Mates Label PTY LTD reserves the right to reject exchanges/returns not complying with our policy. 

Our complete Privacy Policy and Terms of Service can be found here.