Frequently Asked Questions

WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?

Easy! If you have forgotten your password, all you need to do is click the "Forgot password?" link located underneath the password field when you are trying to log in. This will send your email address associated with your log in the option to reset your password.

IS IT POSSIBLE TO AMEND MY ORDER ONCE I HAVE PLACED IT?

It will depend on what stage of the process your order has reached. Our online team are always on hand to help if you want to add or remove an item from your order. Please contact us by phone or email with your query and we will endeavour to assist with your request. Please note, our team are available Mon to Fri 9- 5:30pm, so all enquiries logged on the weekend will be responded to on a Monday.

HOW DO I CANCEL MY ORDER?

If for any reason you wish to cancel your order, please contact us by email or phone and our team will do their best to help with your request, depending on the stage of your order processing.

HOW DO I SEARCH FOR A SPECIFIC ITEM ON THE WEBSITE?

If you wish to find a certain item, go to the search box at the top right-hand corner of your screen and enter any relevant keyword. Once in the product pages you can also refine your search by colour using the filter located on the left hand side of the page.

WHO CAN I SPEAK TO ABOUT THE SIZE AND FIT OF A CERTAIN ITEM?

There is a comprehensive size guide available, which can be viewed in each product page by clicking on the sizing tab located under the garment information. If you require further details, please contact the customer services team, who will be happy to offer you further assistance.

DO YOU HAVE A WAITING LIST FOR OUT OF STOCK ITEMS?

Please contact our online team to discuss ordering an item which is showing as out of stock. We will do our very best to help you locate that must-have item!

THE ITEM I ORDERED ARRIVED AND I WANT TO EXCHANGE SIZES BUT IT HAS SOLD OUT. WHAT SHOULD I DO?

If an item you wish to exchange has sold out, please call us as soon as possible with details of the request. It may sometimes be possible locate items that are out of stock and we will always endeavour to do everything we can to help you if this arises

HOW DO I PURCHASE A GIFT CARD?

Stuck for a great gift idea; a Motto gift voucher is the perfect choice. To purchase a gift voucher gift, go to the Shop Online tab and choose the option Gift Voucher. All details in this form need to be completed and an amount selected. Vouchers have a twelve month validity period from the date of issue. If you wish to purchase a gift certificate for a price value that is not listed, please contact our online team to arrange this special price.

I RECEIVED A GIFT CARD BUT I HAVE LOST IT AND/OR DELETED THE ORIGINAL EMAIL.

Each gift voucher comes with a unique number for its recipient. If you lose your gift voucher contact our online team to recall and reissue your gift voucher.

CAN I MAKE AN ORDER OVER THE TELEPHONE?

Yes, we’d love to hear from you, please call our friendly online team on (03) 9445 1288.

HOW DO I USE MY DISCOUNT CODE OR E-VOUCHER?

If you have a promotional code or Gift Voucher, enter your unique code at the checkout stage when prompted and your discount will be applied automatically.

HOW DO I GET FURTHER INFORMATION ABOUT A PARTICULAR PRODUCT?

If you require any further information about a product, including questions about caring for your items, please contact us, we are always happy to help

I AM HAVING PROBLEMS PROCESSING MY PAYMENT.

For problems related to processing payments, you may need to ensure that you have entered your card details correctly: enter your card number and make sure that you have entered your name correctly. If the problem persists please contact us at customercare@motto.com.au.