Returns & Exchanges
Returning your Moolk items has never been easier. We offer free returns & instant exchanges for all full priced items shipped within Australia.
All items must be returned in original, unworn condition with all tags and liners intact within 30 days of your original purchase date. Please note, all original shipping costs are non-refundable. A $9 return shipping fee will be deducted from the total refund amount.
To get started, you just need your order number and email address. You’ll find your order number in your order confirmation email.
Australian Return Policies
We hope you love all of your new Moolk pieces, but if something isn’t quite right, don't stress.
Take your time to try your new clothes at home away from unflattering fitting room mirrors, and check out our full returns policy below for all the details.
You can return your full priced purchase because you:
- Changed your mind; or
- Purchased an incorrect size
You can return your full priced purchase for a refund, exchange or store credit, as long as the item is:
- returned in its original condition, unworn and unwashed with the tags and hygiene liners attached, free of stains, scents, deodorant marks, make-up, and animal hair.
- submitted in the returns portal and lodged with AusPost within 30 days of the original order date.
Please note: Final Sale / Non-returnable products are not accepted unless faulty or under conditions set by the Australian Consumer Law.
SHIPPING AND PROCESSING
- Australian customers are issued with a reply-paid return label via email. This return label is linked to your customer order number. If you select a Refund, $9 will be deducted from your refund amount to cover the cost of this label. For Store Credit and Exchange this fee is waived.
- The reply paid labels generated by the returns portal are sent by Aus Post standard shipping so please allow 5-10 working days for your return to be received back to us.
- Original shipping costs are non-refundable.
- Once we receive your return, please allow 5-10 business days for your return to be processed. We will email you as soon as your return has been processed.
- All redeemed rewards points are final. Redeemed rewards points are not added back to your account when making a return or exchange.
- We reserve the right to adjust returns if original items are not received in new condition.
- We offer refunds on all eligible full priced purchases including clothing and swimwear.
- Sale items are not eligible for refunds or store credit.
- A $9 return shipping fee will be deducted from your refund and a reply paid shipping label will automatically be generated.
- If you used a discount code on your original order, you will only be credited the amount you paid, not the full price before the discount was applied.
- Orders purchased with a gift card and then returned for a refund are refunded back to the original gift card.
- If a combination of gift card and card/PayPal/AfterPay payment has been used then the gift card will be refunded first, followed by the remaining payment method.
- Depending on your bank, the refund can take 2-5 business days to clear back into your account.
Moolk's Return Policy is subject to change depending on the terms and conditions of any promotions at the time of purchase.
Unless required by Australian Consumer Law, certain items are excluded from this returns policy and cannot be returned because of change of mind or incorrect size/fit. These include:
- All items purchased on sale
- Gift cards
- Swimwear where hygiene stickers have been removed
- Hair accessories and bags
- Exchanges can only be made to repurchase the same item, but in a different size .
- Customers can choose either an Instant Exchange or Standard Exchange:
- Instant Exchange: customers can use their card to have their exchange processed instantly.
- Standard Exchange: exchange order will be processed once in transit back to Moolk.
- If the item/s from an Instant Exchange are not received within 14 days, the full amount is charged to the card.
- Exchange requests that are out of stock will be issued a refund to original payment method.
- All full price items can be returned for a store credit.
- Store credit is issued in the form of a gift card.
- If you used a discount code on your original order, you will only be credited the amount you paid (less the discount).
- You will receive the gift voucher via email.
- Gift cards do not have an expiration date.
- Gift cards are non-refundable
You can still lodge your return through the returns portal above. Our team will be notified of your faulty/incorrect return and will reach out to you via email to resolve the issue.
- If an item has a major problem, you are entitled to choose a refund or exchange, provided you present proof of purchase.
- if an item has a minor problem, please contact the Moolk team where we may refund or replace the item, or repair the item within a reasonable time where possible.
- Assessment or confirmation of fault remains at the Moolk team's sole discretion and this decision is final.
- If an item is assessed as not faulty at Moolk's sole discretion, the product will be refused and returned at the customer’s expense.
Moolk Swim is eligible for a return within 30 days of your original purchase date.
The hygiene sticker must be intact and not tampered with.
All items must be returned in original, unworn condition with no noticeable odours, perfumes or marks.
Need to change size? Try an Instant Exchange!