FAQ's | Banjo and Matilda Australia
For detailed delivery information, please visit our Deliveries & Shipping information page
HOW CAN I CHECK MY ORDER STATUS?
Please email email@example.com or call us on +61 2 8096 2665 and we will happily let you know about it's progress. Most of the time however, we will update you via email automatically.
CAN MY ORDER BE GIFT WRAPPED?
Unfortunately, gift wrapping is temporarily unavailable. All orders are wrapped in tissue paper with Banjo & Matilda ribbon until further notice. Please contact firstname.lastname@example.org if you require gift wrapping.
WHAT IS YOUR RETURN POLICY?
Exchanges and returns are free of charge for Australian orders of full priced items. We also offer refunds should you desire one. International orders can be returned at the cost of the customer. Items can be returned within 30 days of purchase in original condition, with tags.
HOW DO I MAKE A RETURN?
Download and fill out our Return Form and follow the instructions.
CAN I RETURN A SALE ITEM?
We accept exchanges of sale items, however it is a requirement that contact must be made to email@example.com within 24 hours of receiving your product to arrange the return and set aside your desired item to exchange it with.
CARING FOR CASHMERE
WHAT ARE THE BEST WAYS TO LOOK AFTER AND LAUNDER MY GARMENTS?
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
4. Avoid fabric softener – it actually does the opposite for cashmere!
5. Dry flat in the shade
DO THE PRICES INCLUDE TAX?
All prices are in USD and exclude tax. All orders will be charge their local duty and tax at the checkout.
Once your delivery address and country are added at the checkout, local taxes will then be added to the cart total. We deliver DDP (Delivery Duty Paid) so that you don’t have to pay these costs later when receiving your parcel.
For more information, please visit our Deliveries and Shipping page.
WHAT CURRENCY ARE THE PRICES IN?
All prices are in USD unless stated otherwise. We have a currency-converting tool that provides an estimate of the cost in your local currency. This is simply a guide and will likely change at different points in the day due to market fluctuations. Once you get to the checkout, it will revert back to USD.
WHAT PAYMENT TYPES DO YOU ACCEPT?
We accept PayPal, Visa, Mastercard and American Express credit cards.
MY LOGIN WON’T WORK?
You’re best to try the ‘Forgotten Password’ prompt. If it doesn’t recognise your email address, you’re most welcome to contact us at firstname.lastname@example.org and we can help you out.
If you’re in a hurry, just check out as a guest and set a password at the end of the order process and you shouldn’t have troubles again.
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.
I ORDERED AN ITEM LAST WEEK AND NOW IT'S ON SALE!
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.
WHERE IS THE BANJO & MATILDA HEAD OFFICE?
Our head office is in Sydney, Australia. Our mailing address is:
Banjo & Matilda
76 William St
Paddington NSW 2021
WHERE ARE YOU STOCKED?
For local stockist information, please email us at email@example.com
ARE THERE ANY BANJO & MATILDA RETAIL STORES?
Our flagship store is located in Sydney, Australia at: 76 William St Paddington NSW 2021. Opening hours are Monday to Saturday, 10am - 5pm.
CAN I SEND MY RESUME TO YOU?
As a rapidly growing company we are always keeping an eye out for fresh talent. 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?