CUSTOMER CARE

Measure (cm)

COVID-19

Please see the following advice as provided by our despatch partner Australia Post. We continue to ship Internationally, however there may be shipping delays and/delayed receipt in some locations as a result of the COVID-19 pandemic. Please be advised that these delays are out of our control, and it is the sole responsibility of the buyer to be aware of delays and restrictions in their country or region.

For more information on your country or region it is recommended that you contact your local postal service and please see the following link: https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates#prohibitions

Domestic Shipping

For all Australian orders you will receive your item via Australia Post. Australian express post orders will be received within 1-3 business days from the shipping date, depending on whether we have the selected item in stock and excludes Pre–Order items. Standard shipping orders will be received between 2–6 business days if you are located in the Metro area. If you are located in the country please contact your local post office for more information.

The Express Post Service covers 80% of Australian business addresses, private addresses and Post Office Boxes. Service operates between all capital cities (except Darwin and in Perth CBD only) and some major centres. Outside metropolitan areas guaranteed service is to and from townships only. If your item is for an address outside the Express Post network, Australia Post will use the fastest possible transport links, but it won't be covered by the next day guarantee.

If you would like to track your item please contact us at sales@mademoisellex.shop after placing your order and we will track your item. The standard domestic shipping cost is $9.00 and express post is $12.00. All product prices are in Australian Dollar currency and include GST.

International Shipping

The standard international shipping fee $24.00 and $39.00 for express delivery of parcels up to 1kg in weight. Standard international post orders are estimated to be received within 6+ business days. Express international post orders are estimated to be received within 2–5 business days from the shipment date. This is dependent on Covid delays and restrictions, and excludes Pre–Order items. Please contact us if your country is not listed!

Please be aware that your local customs office may apply additional charges, an import tax & duties fee to your goods upon arrival into your country. These charges are the responsibility of the purchaser. These charges must be paid in full by the recipient prior to release of the parcel. For more information on these charges we advise that you contact your local customs department as charges vary from country to country.

Should you refuse delivery or payment of duties and taxes, your parcel will be returned to Mademoiselle X and a credit note will be issued only. The customer is then responsible for the original shipment charges incurred to Mademoiselle X, any import fees on the package, cost of goods if damaged or destroyed, and the cost of returning the package to us. This amount will be deducted from your total merchandise credit note.

Afterpay

Mademoiselle X is delighted to announce that the Afterpay service is now available for all domestic Australian orders!

Afterpay Customer Enquiries - If a customer has enquired about their Afterpay order, please contact the Afterpay Customer Support.

Afterpay allows you to pay for your purchase over 4 equal instalments due every 2 weeks.
You must be over 18 years old and be the authorised holder of an eligible debit/credit card to apply
All orders are subject to Afterpay’s approval – for example, if you have any overdue payments, Afterpay will not be available to you. For more information, please visit the Afterpay website.

Australia: ▪ Phone: 1300 100 729 ▪ Email: info@afterpay.com.au ▪ Weekdays – 08:00 to 19:30 ▪ Saturday – 09:00 to 17:00 (AEST)

Please see the Afterpay terms and conditions at the Afterpay website https://www.afterpay.com/en-AU/terms-of-service

Lay-Buys

We are now pleased to offer Lay-Buy, which is a split-payment plan solution available to both Australian and International customers. The customer is able to put down a minimum deposit of 10% to secure the purchase and create their own payment plan over a maximum period of 2 months.

The payments are deposited through your existing PayPal account. Once the final payment is made, the customer will receive their goods. Please select carefully, as we do not offer refunds on Lay-Buy purchases.

For more information on Lay-Buy terms and fees please see the following link: https://lay-buys.com/documentation/Shopify-Lay-Buy-Q&A_2.0.pdf?v=12

Exchanges

We want you to love your purchase! 💕

If you change your mind, we are happy to exchange or refund any unsuitable merchandise within 14 days of purchase provided they are in a resalable and unused condition, accompanied by original tags and a valid original receipt. We will accept a maximum of 3 exchanges per original order. Should an item be deemed faulty upon assessment, all efforts will be made to replace or repair the item for you. If we are unable to offer this we will issue a refund for the value of the item.

For hygiene reasons, we are unable to exchange or refund underwear, face masks, pierced earrings, swimwear or cosmetic products. Our return policy is in addition to your rights under the Australian Consumer Law.

How to Exchange

1. Please notify us via email sales@mademoisellex.shop of your intent to return your item within 2 days of receiving your item.

2. You will then be issued with a returns form. This form must be completed and returned to us with your item, or via email in order to ensure the desired item is placed aside for you securely.

3. If you are unable to find a suitable item we will gladly offer you a refund or online store credit to be used at your leisure. Exchange credits are valid for 6 months from the date of issue!

4. Please ensure your exchange form accompanies your returning order and is returned to us within 14 days of the date that you received the order.

5. Return postage costs are the responsibility of the customer, we recommend you choose a traceable method of shipping as we unfortunately do not take responsibility for lost exchanges. Return shipping details will be provided upon processing of your exchange.

6. Please allow 5-7 business days for your exchange to be processed. We will notify you via email once your exchange has been processed!

Sizing

Please see the below chart to assist you in selecting the correct size! The below are flat lay only and do not account for the stretch of our knitwear styles. If you have any queries regarding sizing or require further assistance to select the right size, please contact our customer care team via email at sales@mademoisellex.shop xx