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FAQS

How much is shipping?

AUSTRALIA

All purchases Australia Wide – SHIPPING’S ON MOTTO. That’s right it’s FREE & EXPRESS! Wow Indeed.

 

Christmas & New Year Delivery cut off times

To receive your order by Christmas, orders must be placed online by Thursday 16th December - MIDNIGHT. 

To receive your order by New Years Eve, orders must be placed online by Thursday 23rd December - MIDNIGHT

 

NEW ZEALAND

Kia ora neighbours, for our lovely New Zealand Customers we have been able to arrange a Flat Fee of $20 for all orders under $200. You love our items and always spend more than $200 I hear you say? We love you too and for all orders over $200 Shipping is FREE! Your items will arrive in approximately 2 – 3 business days.

THE REST OF THE WORLD

G’Day to you we are thrilled that you have found Motto! $25 Flat Rate on all online orders, shipping will be calculated during your purchase. Delivery will be approximately 10 – 14 days.

However due to COVID – 19 orders may result in a delay.

 

When will my order be shipped?

Ok, So you have just purchased the most fabulous outfit and are busting to wear it. Its our priority to get your order fulfilled, shipped and to your door as quickly as humanly possible.

Our Warehouse team are ridiculously quick and might I add super respectful of your order. We aim to have all orders fulfilled and awaiting shipment within 24 hours of them being placed. During busy sale periods, public holidays & weekends we receive an increase in order volumes which may result in a slight delay.

 

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.

Unfortunately, once the order has been shipped, it’s yours. We do have a very easy returns and refunds process.

 

What about Returns?

So your order has arrived and your not loving it, well we can’t have that! Motto will accept returns for a refund on items purchased online within 10 days from date of receipt. All purchases must be unworn with tags still attached.

FREE RETURNS & EXCHANGES are available for all FULL PRICED items. They can be returned using the Reply Paid details included with your order.

SALE items returned at your expense. 

FINAL SALE items (which are marked "FINAL SALE" in the product name) cannot be accepted back unless the item is faulty.

Sorry we got a little serious there…

 

How can I request a return, exchange or refund?

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 to us with a smile as needed and our speedy customer care team will action your return same day as receiving your returned goods. They love to be efficient.

If you want to exchange for another item, we recommend you email customercare@motto.com.au as soon as you know what you want to exchange for, the gorgeous ladies will assist you with the easy exchange process. 

 

How do I contact Motto?

Email – customercare@motto.com.au

Phone - (03) 9445 1288

 

Can I order by telephone?

We want to share a secret with you… Did you know our Customer Care team are our go to Stylists for Motto? They know everything about Motto styles past, present and future, they sit near our creative designers Faye & Lauren so they can keep up to date with the latest and always greatest.

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 our online 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 item 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 a credit or refund.

 

What Covid Safety protocols have you put in place?

We are a family ran business and our team and customers are an extension to our little family. To ensure everyone is kept safe and well, we have incorporated every health and safety measure in line with the recommendation from the Department of Health, this includes contactless regular temperature checking, regular use of hand sanitiser and spacing out of team members.