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Frequently asked questions | FAQS | Motto Fashions

FAQS

FREQUENTLY ASKED QUESTIONS

How do I return my order?

 

Motto accepts returns for a refund on items purchased within 30 days of receipt. 

 

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. 

 

How much does shipping cost?

 

AUSTRALIA – Shipping's on us!
That’s right, it’s FREE & express!

 

NEW ZEALAND - Kia ora, neighbours!

For orders under $200, shipping is $20.

For orders over $200, shipping is FREE!

 

THE REST OF THE WORLD - G’Day!

Enjoy a $25 Flat Rate on all online orders.

 

Where is my order?

 

If you're wondering about the status of your order, don't worry - we'll send you an email with a tracking number once your parcel has shipped so you can keep an eye on its progress. 

 

Our Customer Care team are here to help you with any questions you might have.

Email: [email protected] Phone us on: (03) 9445 1288.


SHIPPING

How long will it take for my items to arrive?

 

We ship most orders within 1-2 business days. 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. 

 

Australia - approx 1 business day from the time of shipment

New Zealand - approx 5-8 business days from the time of shipment

Rest of World - approx 10 business days from the time of shipment

 

Can I change or cancel my order once I have placed it?

 

If you need to change or cancel your order, no worries!

 

Send an email to [email protected] with your order details as soon as possible, and we'll do our best to help you.

 

Although, keep in mind, our super-efficient warehouse team may have already sent it out. We'll always try our best for you!

 


RETURNS

Can I return for a refund?

 

So, you got your order, but it's not quite right? No worries, we've got your back! 
At Motto, we accept returns for a refund on items purchased within 30 days of receipt. But please make sure to keep those tags attached and the items unworn.

 

Full-priced items are FREE to return. 

To keep things simple, our Reply Paid details are included with your order.

Sale items are returned at your expense.

Final Sale items cannot be accepted back unless faulty (these are always heavily discounted)

 

How do I make a return?

 

Worried about the return process?
Don't be!

 

You can find all the information you need to process your return with your parcel once you receive it.

 

Our lovely postie delivers your returns to us with a smile, and our speedy Customer Care team will action your return the same day as receiving your returned goods.

 

What if I want to exchange my items?

 

If you're looking to exchange your item for another style or size, we've got you covered too!

 

Just note the size and style that you'd like on your Returns Form and send your original item back to us.

 

Our gorgeous Customer Care team will process your exchange and send the new items out to you in no time!

 


EXTRA HELP

Can I order by phone?

 

Want to order by 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.

 

What if an item is out of stock?

 

We make limited quantities per style, so you better add your must-haves to your cart ASAP!  But if we do run out of stock after you've already placed your order, we'll offer a similar style, an alternative option, or even an immediate refund.
We've got your back!

 

 

 

How do I contact Motto?

Email – [email protected]

Phone - (03) 9445 1288

Live Chat - Click the message icon in the bottom right of your screen