FAQS
YOUR ORDER
What is the status of my order?
If you have an account with us, just log in, click on "ORDERS" and your past and present orders will be listed with a status update on the right hand side.
If your order says "SHIPPED" it means its on its way (or has already arrived).
If you order says "AWAITING FULFILMENT" it means that its still being processed with our warehouse.
If you checked out as a guest, you wont be able to access this information, so you will need to wait for an email to notify you that your order has been shipped (or contact us and we can give you an update)
As soon as your order is shipped, we'll send you a confirmation email with all the juicy details, including the tracking number!
How long will my order take?
Once your order is shipped, the below are transit times you can expect:
Deliveries within Australia - 1-2 business days
Deliveries into New Zealand - 3-4 business days
Deliveries to the rest of world - 6-10 business days
shipping
Do you do same-day shipping?
We ship most orders within 1-3 business days of receiving your order. If we need to acquire parts of your order from a Motto store, it may take a few more days, but we'll always keep you updated on the status of your shipment via text or email.
How much does shipping cost?
AUSTRALIA & NEW ZEALAND– Shipping's on us! That’s right, it’s FREE!
THE REST OF THE WORLD - G’Day! Enjoy a $25AUD Flat Rate on all online orders.
Do I need to be home to receive my parcel?
Absolutey not! Your postie has been asked to leave your parcel at your doorstep (or somewhere safe) instead of taking it to your local post office. Occasionally, if your delivery person doesn't think its safe to leave, they may take it to your local post office, but this is pretty rare - in most cases it will be waiting for you as you arrive home!
Returns
What is your returns policy?
Don't you hate hard returns policies? So do we! Therefore, you don’t need to let us know you are returning an item.
Motto accepts returns (for a full refund) on items purchased within 30 days of receipt. If you live within Austraia, full-priced items are FREE to return, but if you've purchased a sale item, you'll need to cover the postage costs. Please note that items marked as FINAL SALE cannot be returned.
Returning items from New Zealand? We offer a flat rate return fee of $10AUD. All you need to do is email hello@motto.com.au, and our Customer Care team will email you back a shipping label.
Return charges for customers outside of Australia and New Zealand are made at the buyers expense.
Can I return for a refund?
Yes - you can return any items, including sale items (not 'final sale') for a full refund within 30 days of it arriving at your doorstep!
Of course we need to ensure it hasn't been worn, and swing tags are still attached, but we will refund you via your original payment method the day we receive your full return back.
All the return instructions are included in your parcel, so just follow the steps to lodge your return.
*Please note - if an item is marked as "Final Sale" due to its heavily discounted nature, it is not eligible for return.
Do I need to pay the return shipping charges?
Australia:
Motto covers the return postage for all full priced items.
You can use our REPLY PAID address (all these instructions are included in your parcel), or, Lodge your return in our Returns Portal.
If you are returning a sale item, you will be responsible for the postage back to us.
New Zealand:
We offer a flat rate of $10AUD postage for all returns to our Kiwi neighbours.
All you need to do is email our Returns Queens at hello@motto.com.au with the below information, and they'll arrange a shipping label to be emailed to you.
Your Order Number
(found on the top right corner of your pink invoice, or, in you original email confirmation)
Your full name
What items you are returning
Rest of World:
You will be responsible for the return cost back to us.
All the information for your return will be included in your parcel including our address.
If you need any help, please reach out to us and we can walk you through it
I returned a parcel but I haven't heard anything yet
If you've returned an item, don't worry, you can be rest assured it's on its way.
Some items may take up to two weeks to reach our head office for processing, and once we receive it, our team will have your return fully processed within 2 business days (but normally 1).
Once we've finished the return process, you'll receive an email notification to confirm your exchange, credit note or refund has been processed.If you want to touch base anytime regarding your return, just contact us and we will give you an update!
products
Do you restock sold out items?
Sometimes, our most popular garments just fly off the shelves, but we try to keep our much-loved styles in stock. Don't worry though, we've got your back! If your favourite piece is sold out in your size, simply click on the size tile, and select 'notify me'. Enter your email details and we'll make sure to notify you as soon as we restock your size! We'll make sure you never miss out on your fashion fix.
What is the difference between your fabrics and your garments?
We take pride in selecting only the best fabrics that guarantee durability, comfort, and a luxurious feel. Want to know more about the fabrics used in a specific garment? We provide all the information you need in the product description, including fit, length, fabric care, and more. So, go ahead and pick your perfect outfit without any worries!
How do I contact Motto? How can I keep up to date with new releases?
Do you want to be the first one to know about our latest and greatest products? Join us on Facebook and Instagram for some sneak peeks of what's coming up!
Want to get your hands on exclusive offers and behind-the-scenes glam? Subscribe to our newsletter and become a part of the Motto VIP Group. You'll get unlimited access to all things Motto - trust us, you won't regret it!
SIZING
What's your sizing like? Should I size up or down?
Our pieces are designed to flatter all shapes and sizes, so you can look and feel fabulous no matter what your body type is! We always provide the 'Fit' of each garment in the individual product description. Plus, if you want to get the perfect fit, our handy Size Guide has got you covered with specific measurements. You'll be rocking your new outfit with confidence in no time!
Received your awesome Motto goodies, but the fit didn't work out? No dramas! Check out our super easy Returns Policy to get all the deets on how to exchange or return your items.
Can you tell me the flat lay measurements of the garments?
Absolutely! Reach out to our friendly Customer Care team at customercare@motto.com.au - they’ll grab the measuring tape and get those details for you.
EXTRA HELP
Can I order over the phone?
You totally can! Our Customer Care team is made up of the coolest and most knowledgeable stylists who are always ready to help you look your best. They're just a phone call away.
Call us on (+61) 3 9445 1288 between 9:00am - 5:00pm AEDT
What payment methods do you accept?
Visa, Mastercard & Amex
Afterpay & Paypal Pay in 4
Google Pay & Apple Pay
I think I just received an email I shouldn't have. What do I do?
Oopsie daisy! Forward the email to customercare@motto.com.au with a brief note explaining the situation, and our team will take care of it faster than you can say fabulous!
