The following outlines our returns, exchanges and refund policy. By processing your payment with Moolk, you are accepting the following terms and conditions regarding any returns of your purchases.
REQUEST A RETURN
CHANGE OF MIND RETURNS
- All full-priced items can be returned for a store credit.
- To initiate a return, simply click the 'request a return' button above and enter your order details.
- Once we receive your return, please allow up to 3 business days for it to be processed. You will receive a confirmation email once your return is finalised.
- We process returns weekly on a Monday and Thursday. We cannot process returns outside of these days.
- If you've purchased 2 sizes of the exact same item (colour and style) in the same transaction, you are able to return 1 size for a refund, equal to the amount you paid for the item less shipping, to your original payment method. If you return both sizes, you will get a refund for one size and a store credit for one size. Return shipping is at the customers expense. NOTE: Please email firstname.lastname@example.org to initiate this type of return request. Please do NOT use the online return portal. (read the full T&C's here)
- Items must be sent back within 15 business days from the day your parcel arrives.
- We cannot process a return before your item(s) has been received back at Moolk HQ.
- When returning items back to us you will need to cover the cost of postage.
- Items must be unworn and unwashed with all original tags and labels attached.
- Items must be in a saleable condition; no fake tan, makeup or deodorant marks, heavy smells or noticeable spills including but not limited to food marks or milk stains etc.
- If your items do not meet these requirements, Moolk reserves the right to refuse a return and the item/s will be shipped back to you at your own expense.
- Store credits can only be used by the credit holder and issued in the form of an electronic gift voucher. They do not have an expiration date and can be used over multiple transactions.
- A store credit cannot be used to purchase gift cards.
- At this point in time, we do not offer direct exchanges, but instead encourage you to use your store credit to purchase exchange items.
- Due to the popularity of our range, we cannot hold items for exchanges.
- If you choose to purchase your exchange item before your return has arrived and your store credit has been issued, we cannot offer a refund on your returned items. On the flip side, we have new arrivals releasing every month, so we're sure you'll find something you'll love with your store credit.
- Please contact customer service via email email@example.com within 48 hours of receiving your product if you believe it to have a manufacturing fault. We will treat this with the highest of priority. Where possible, provide photos of the fault so we can assess and recommend the best course of action.
- We abide by the ACCC consumer guidelines. After assessing the fault via photos, we then following the repair, replace or refund recourse:
- If the fault is deemed minor, and repairable, we will cover the costs for you to have the item repaired locally to avoid unnecessary transport emissions.
- If the fault is deemed major, and unrepairable, you have the right to have the item replaced or refunded.
- Moolk will cover the return shipping costs of faulty + incorrect goods if/when it's required to send the faulty goods back to HQ.
- Refunds can take up to 5 business days to show up in your account.
- Strictly no returns on sale items.
- Shipping costs are non-refundable. If you receive a store credit, the original cost of shipping will be deducted from the credited amount.
- The cost of return shipping is at the customer’s expense, unless deemed faulty and it's required to be sent back to Moolk HQ for further assessment.
- We encourage you to return your parcel via registered or traceable postal services as all returned parcels remain the responsibility of the purchaser until received by Moolk.
REQUEST A RETURN