For detailed delivery information, please visit our Deliveries and Shipping page here.
For information on returns, please visit our Returns page here.
How can I check my order status?
Can my order be gift wrapped?
Unfortunately, gift-wrapping is temporarily unavailable as we are in the process of designing beautiful new gift boxes. All orders are wrapped in tissue paper with a Banjo & Matilda sticker until further notice. Please contact firstname.lastname@example.org if you require gift-wrapping.
How do I care for my cashmere?
You can read up on how to look after your Banjo garment on Our Cashmere page – or you can follow our 5 simple Cashmere Laundering Commandments:
1. Machine wash on a delicate cycle
2. Use only cold water or it will shrink the yarns = nightmare!
3. Use a good wool wash like Cote Noire Cashmere Wash (which can be purchased here)
4. Avoid fabric softener – it actually does the opposite for cashmere!
5. Dry flat in the shade
Do your online prices include tax?
Sales tax is calculated according to your shipping location and will be shown once your country is selected at checkout. All orders are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import duties are included in the product prices.
What currency are the prices in?
You are able to select AUD, EUR, GBP, USD or CAD in the top right hand corner of the site. Using our currency-converting tool, you will be shown an estimate of the cost in your local currency. Once you are at the checkout, all prices will return to $USD where sales tax will be added according to your location.
What payment types do you accept?
We accept PayPal, Visa, Mastercard and American Express credit cards.
My login won't work?
If you are having trouble logging into your account, try the ‘Forgotten Password’ prompt. If it does not recognise your email address, please contact us at email@example.com and we can help you out.
My personal details have changed - how can I update them?
Login to your account and then click ‘View Addresses’ you can edit all stored details here.
How do I use my discount code?
In your checkout, there will be an option within your Order Summary below. This is where you can enter your discount code.
My discount code won't work?
Please be advised that discount codes will only work on full price items (exceptions apply), they cannot be used in conjunction with any other discount and can only be used once. Please contact us at firstname.lastname@example.org if there are further issues with your discount code.
I ordered an item last week and now it's on sale. Can I have a refund?
Unfortunately we do not offer a price guarantee, so we can’t provide a partial refund for an item that goes on sale after you’ve purchased it.
I'm not sure what size I am?
Please refer to our size guide, available through the link under the description on each item. Many of our items vary in shape and fit so please contact email@example.com if you are still unsure about your size.
Is it safe to order online with a credit card?
Yes it is absolutely safe to order online. We use a payment service called eWay which utilises industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
My payment has been declined?
Please check the following in this case:
- Make sure you enter the security code correctly – that’s the three digit number on the back of your card
- Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them.
- If you’ve checked all of the above, try paying with another card.
If you’ve tried all these and are still having problems, please contact firstname.lastname@example.org with as many details as you can about the issue including any error messages and we will try to resolve it as soon as we can.
I ordered the wrong item!
If you have ordered the wrong item, please contact email@example.com immediately so that your order can be amended.
The item I want is out of stock. Will you be getting more?
We do only produce a small quantity of each style to ensure our items remain exclusive for our customers. Please have a chat to us on our live chat online Monday to Saturday 9am-6pm AEST or email us at firstname.lastname@example.org for any specific inquiries.
Where is your Head Office?
Our Australian Head Office is located at the following address:
Banjo & Matilda
76 William Street
Paddington NSW 2021
Where are you stocked?
We have several stockists worldwide and are always looking for new stores! Please email email@example.com for our current stockists or if you are interested in stocking our products.
Are there any Banjo & Matilda retail stores?
At this time, we have one flagship storefront in Sydney, Australia at:
76 William Street
Paddington NSW 2021
Opening hours are Monday to Saturday 10am – 5pm.
Customer Service (calling outside of Australia) +61291998672
Customer Service (calling within Australia)1300 854 058
Are you hiring?
As a rapidly growing company, we are always keeping an eye out for fresh talent, including fashion interns. Your resume and cover letter can be sent to firstname.lastname@example.org - we will be in contact if we wish to meet you.
How can I contact Banjo & Matilda?
Visit our Contact Us page here or email us at email@example.com