Frequently asked questions | FAQS | Motto Fashions
FAQS
POPULAR QUESTIONS:
How do I return?
So your order has arrived and your not loving it, well we can’t have that! Motto accepts returns for a refund on items purchased within 10 days of receipt.
If you are returning a full priced item, you can return your goodies back at our expense, but if the item you bought was on sale, you will need to cover the post costs.
Items marked as FINAL SALE cant be returned back due to their heavily discounted nature.
How much is shipping?
AUSTRALIA – Shipping's on us! That’s right it’s free & express! Wow Indeed.
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?
Congrats on making another gorgeous purchase from Motto! You will receive an email with a tracking number once your parcel has been shipped which will allow you to track its progress all the way to your doorstep!
If you are unable to locate this email, contact us via ‘live chat’, emailing customercare@motto.com.au or phone us on (03) 9445 1288.
SHIPPING
How much is shipping?
Australia - Free
New Zealand - Free for orders $200+, $20 for orders under $200
Rest of World - $25
How long will shipping take?
Most orders are shipped within 1 business day, and if we need to acquire parts of your order from a Motto store, it may take a few more days.
Australia - approx 1 business days from time of shipment
New Zealand - approx 5-8 business days from time of shipment
Rest of World - approx 10 business days from time of shipment
Can I change or cancel my order once I have placed it?
Had an 'oh no' moment? Accidently selected the wrong size or found another item you want to add to your purchase? Contact our team at customercare@motto.com.au with your order details as soon as possible and we will try and help, however our super-efficient warehouse team may of already sent it out.
RETURNS
Can I return for a refund?
So your order has arrived and your not loving it, well we can’t have that! Motto will provide a refund on items purchased online within 10 days from date of receipt. All purchases must be unworn with tags still attached.
Full priced items are FREE to return. To keep things simple, our Reply Paid details are included with your order.
Sale items returned at your expense.
Final Sale items cannot be accepted back unless faulty (these are always heavily discounted)
30% off SALE promotion this does not include members discount. 30% is discounted off the markdown actual price. The total price in your cart will already have the 30% deducted.
How do I make a return?
Don't you hate hard returns policies? So do we! Therefore, you don’t need to let us know you are returning an item. All your returns information will be included in your parcel once you receive it. Our lovely postie delivers your returns back to us with a smile and our speedy customer care team will action your return same day as receiving your returned goods.
What if I want to exchange?
If you want to exchange for another style or size, we recommend you email customercare@motto.com.au as soon as you know what you want to exchange for just so it doesn't sell out. Our gorgeous sales team will assist you with our easy exchange process.
EXTRA HELP
Can I order by phone?
We want to share a secret with you…Did you know our Customer Care team are trained and experienced stylists? They know everything about Motto styles past, present and future. They have worked in Motto stores for over 10 years each, and have bought their experience and knowledge to our online world.
Not only fashionably trendy themselves they are super nice and always seek the best outcome for our beautiful customers. So YES – Please call them on (03) 9445 1288 or jump on Live Chat.
What if an item is out of stock?
No one likes to walk down the street and see 10 other women wearing the same outfit do they, even if they do all look fabulous? Motto only makes a selected quantity per style; this is why we encourage you to stop procrastinating and add your faves to your cart.
If we run out of stock after you’ve already placed your order we will apologise profusely and then suggest a similar style, offer an alternative or an immediate refund.
How do I contact Motto?
Email – customercare@motto.com.au
Phone - (03) 9445 1288
Live Chat - Click the message icon in the bottom right of your screen