What is the Motto returns policy?
Due to the current situation - we have extended our returns period to 30 days! Motto Online will accept returns for a refund, on all items (including sale items) purchased online within 30 days from date of receipt, or if faulty. 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. You may opt for a refund, credit note or exchange.
SALE items can be returned to us, at your own cost. You may opt for a refund, credit note or exchange. Any sale item can be returned unless specifically marked as "Final Sale"
FINAL SALE items (which are marked "FINAL SALE" in the product name) cannot be accepted back unless the item is faulty.
Motto retail stores do not accept back items that were purchased on sale.
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.
If you want to exchange for another item, we recommend you email firstname.lastname@example.org as soon as you know what you want to exchange for, so we can pop that item aside for you!
What happens if my product is faulty?
Motto takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products we would like to help you resolve the problem. You can email email@example.com so we can arrange a replacement item for you immediately, and then you can follow the return instructions within your parcel as stated above to return the faulty item back to us.
What are my options when I return an item?
Whether your item was faulty or you've just changed your mind, Motto provides three returns options:
1. Exchange for an alternate item (let us know your exchange ASAP so we can check on stock availability). If you are exchanging for the same style, in a different size, no further postage charges apply. If you are exchanging for another item all together, you will be charged additional postage.
2. Store Credit to your Motto online account (this never expires)
3. Refund to your original method of payment less initial postage costs
On occasion, your requested replacement item may have sold out by the time your product is posted and received by Motto. This is why we recommend contacting us as soon as you know which item you want to exchange for, so we can get it ready for you. If that item is not available, we will proceed to offer a store credit or a refund (and of course offer alternative solutions if you prefer)
How long will it take to receive a refund?
Sometimes packages can take a little while to get back to us, so please allow up to 15 days for us to process your return from the time you send your items back to us. We will contact you or process your request within 1-2 days of receiving it into our warehouse.
Can I return an item to a retail store?
Goods purchased from Motto's Online Store must be returned via our online returns system. Or alternatively you can "parcel drop" your return via a Motto boutique to be then forwarded onto the online store. Please note: An Online refund/return/exchange cannot be actioned in a boutique unless a special arrangement has been made.
Motto goods purchased from retail stores need to be returned to the store from which those goods were purchased.
Items to be returned outside of Australia, will be at your own cost. Reply Paid postage is only available for domestic Australian customers. Though in the case of a size exchange, we will have the new item delivered free of additional postage charges. Please note, items marked as FINAL SALE in the product name cannot be accepted back unless the item is faulty.