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Help & FAQs

Help

If you require any help please either email us at info@motherworld or call as on (03) 5222-2483

FAQS

What are your shipping rates?
We use Australia post for all deliveries, you can check what the postage will be by entering your postcode in the shopping cart and also at the checkout.

How do I know my order has gone through and payment has been confirmed?
When you process your order in the checkout, the page will notify you if your payment has been accepted or denied.  Once your payment has been received you will receive an email confirming that your order is now being processed and an email with your tracking number from Australia Post once your order has left our warehouse.

When will my order be despatched?
We aim to have your order out the door with the Australia Post within 24hrs of receiving your order Monday to Thursday and Monday for any orders placed after 2pm on Friday thru to Sunday. Around public holiday periods - please allow a few extra working days. During the Christmas period - please expect Australia Post delivery to take a little longer than usual. You will be sent a tracking number as soon as your order has left our warehouse so that you can track your order to your front door!

What happens if an item I purchased sells out and ends up being unavailable?
This is not a likely occurrence, however, sometimes we run out of stock after your shopping cart has been submitted. We try to avoid this frustration as much as possible. If this does happen to you, you will receive an email or phone call from us stating the product that is out of stock and whether you would like to exchange it for another product – with some options for you to choose from, or receive a refund.

Is there a cost if I decide to return my item via Australia Post?
If you have ordered the wrong size, colour or have changed your mind about your order you will be charged for shipping costs to return it back Motherworld in exchange for store credit or a gift card. If you receive an item which is faulty or broken Motherworld are happy to replace the goods and pay for shipping cost.

I want to return items purchased online or in a store, what is your returns policy?
Should you change your mind we will happily provide an exchange or gift card subject to the following conditions;
Returned goods be accompanied with receipt. The goods returned within 14 days of delivery. The goods need to be in the original condition as purchased
The above does not apply to sale clothing, which are not returnable. Exchanges are to be at the expense of the customer if exchanged via post. Alternatively customers can exchange items at our Motherworld store with receipt of purchase.
If goods are faulty we will meet our obligations under the Consumer Guarantees Act but proof of purchase is required. Faulty goods must be returned to us as soon as possible. Freight charges will not be borne by you if you are located within Australia. If you are located outside Australia and you wish to return faulty goods to us (for repair or otherwise), then, to the fullest extent permitted by law, you will be responsible for the freight and handling charges associated with: (a) returning the goods to us; and (b) delivering any repaired or replacement goods back to you. We will advise you of the freight and handling costs associated with returning repaired or replacement goods to us in such circumstances and the repaired or replacement goods will not be sent to you until you have confirmed that you will pay the freight and handling costs.

I've ordered the wrong item, what do I do?
In the case of ordering the wrong item you will need to let us know ASAP by emailing info@motherworld.com.au or calling our us on 03 5222 2483. We try and get our online orders on to Australia Post as quickly as possible, if your parcel has already been processed and is on the way you will need to post it back to us to change.

Do you take Gift Vouchers online?
Yes we do take Gift Cards Online. When you get to the payment screen if you want to pay by Gift Card you will need to enter the serial number off the back of the Gift Card.

What are the lay-by terms and conditions?

- Minimum 10% Deposit applies to all lay-bys

- Clothing laybys have a term of 6 weeks, all other goods have a layby term of 3 months

- All laybys not picked up within 3 months will be cancelled

What are your Payment options:
You can either pay by credit card or PayPal online.

Or you can choose to pay offline and call us and pay over the phone with your credit card. 

How do I change any information that I supplied when I registered with you?
You can change any of your personal details in the “My Account” section located on the top right of the Motherworld home page. Click on “My Account” and then “Account Information”. Once here you can edit any of your information.

A part of my item is broken, do you stock parts?
Yes, we do stock parts! If you are looking for a part of an item which you brought from Motherworld please email info@motherworld.com.au along with a picture of the part which is broken and the name of the product.

What is a promo code?
We may send special offers in our advertisements (TV, email, magazine etc) where you can use promotional codes either online, in store or both. Promotional codes or 'Promo Codes' entitle you to receive discounts on items between specified dates. To use a Promo Code online offer, simply type the code into the Promo Code area at checkout.Please make sure you read any Promo Code Terms and Conditions. Promo codes are not compulsory. If you do not have a promo code, you can bypass this section.