Our Sizing Philosophy

Everybody likes to wear their cashmere differently. Like it fitted? Go down a size. Prefer it more relaxed? Choose the bigger size.

Still not sure? Email or call us at [email protected] or +61280962665.

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?

You can check your order status by entering your tracking number through DHL here. Please email [email protected] or call us on +61291998672 if there are any issues with your tracking.

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 [email protected] 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 protected] 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 [email protected] 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 protected] 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 [email protected] 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 protected] 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 [email protected] 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

Australia

Where are you stocked?

We have several stockists worldwide and are always looking for new stores! Please email [email protected] 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 [email protected] - 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 protected]

Delivery Options

All orders are sent using an Express Courier service on a Delivered Duty Paid basis. Please note that we choose to send via these services because of the high value of our products.

International Orders

For International orders, we use an Express Courier Service, which requires a signature on arrival. Please add appropriate delivery instructions to your order if there will be no one present at the nominated address. This service is free for orders over $300.

Track your shipment HERE

*If you authorise for your package to be left without a signature, you are agreeing that Banjo & Matilda will not be responsible or obliged to provide a refund or replacement item/s should your package go missing.

Delivery Time

Orders placed after 10am AEST will be sent the following business day, shipping can take from 2-4 days, should anything affect this delivery time, you will be contacted. Delivery time does not include weekends or public holidays. Additional delays can apply for regional shipping locations. We do work closely with our Courier services to minimise these potential delays.

Shipping Locations

Austria, Belgium, Bulgaria, Canada, China, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Luxembourg, Malaysia, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, United Arab Emirates, United Kingdom and United States.

For orders to Australia and New Zealand, please visit banjoandmatilda.com.au

Duties and Taxes

All orders are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the product prices. Sales tax is calculated according to your shipping location and will be shown once your country is selected at checkout.

For more information, visit our FAQ page here.

Return Shipping

International orders can be returned or exchanged at the cost of the customer. Items can be returned within 30 days of purchase in original condition, with tags. Please contact [email protected] if you need to return your order.

Sale items can be returned at the cost of the customer for a store credit that can be used online. Contact must be made to [email protected] within 24 hours of receiving your orders to arrange the return and store credit.

Please refer to our Returns page here for more information.