Banjo and Matilda

RETURNS & EXCHANGES (Non-Sale Items)

Banjo & Matilda was founded with the understanding our customers are busy — you enjoy the convenience of being able to shop luxurious cashmere online when it suits you, but you also want to be able to try your selections on and make sure they suit you.  With this in mind Banjo & Matilda has created its unconditional returns and exchange program (for non-sale items).  We actively encourage you to order and try on as many different items as you wish and easily return any items - no questions asked and at no cost to you - as long as they are not on-sale.

HOW IT WORKS

We want you to love what you've ordered. If something isn't right, let us know. We'll send you another colour, a new size, an entirely different style or we will refund your purchase.  All freight and delivery charges are free.

RETURNS/EXCHANGES – FREE ANYWHERE IN THE WORLD

Returning or exchanging merchandise is easy using our free collection service. 

1.     Email friends@banjoandmatilda.com within 7 days of receiving your order - placing ‘RETURN’ or ‘EXCHANGE’ in the subject header, and we will send you a Return Authorisation Code (RAC).

2.     Quote the Order # of your purchase, the TNT Consignment Note #, and why you would like to exchange or return your item in the body of your email

3.     Book a free collection with TNT (in Australia call 131 150 or go to www.tnt.com.au to find your local booking number), quoting our account number: 21873577.  TNT will only accept bookings that are ordered to our address.

4.     TNT will only collect from an address that is attended by someone, so please ensure that you have the courier collect your cashmere from a location such as your office if you will not be home during business hours.

5.     Please note that items must be returned within 14 days of receiving your RAC.

6.     Fill out your RAC Number in the form provided in your purchase box, and enclose this page and a copy of your invoice in your Returns parcel.

RECEIVING A REFUND

All returned items must be sent back with swing tags attached, and with no signs of wear or damage. If we feel that the garment has been worn or damaged we will not accept the return and it will be sent back to the customer.

LATE RETURNS

Items should be returned within 14 days of the date of receipt. Returns outside this timeframe may be accepted at the discretion of Banjo & Matilda.
  

MONOGRAMMING

If you have requested your garment for monogramming, please note that this item is not accepted for a refund, return or exchange. Monogramming cannot be 'undone' once it's been placed on a garment and therefore is non-refundable. Please choose you garment and size carefully before selecting monogramming. 
 

RETURN OF ON-SALE ITEMS (NOT FULL PRICED)

Items on sale or included in any promotional offer are not eligible for return, and will not be accepted for refund, return or exchange.  If the goods are not full-price items, this deems them 'sale' items.
 

FAULTY GOODS

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.