FAQ

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 +1 (724) 769-3091 if there are any issues with your tracking.

Can my order be gift wrapped?

All orders come gift wrapped in our bright blue storage boxes, wrapped in tissue inside.

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?

All prices are in $USD where sales tax will be added at checkout 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?

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 offer the full range of our styles online with an easy returns. refunds and shipping policy. We enjoy providing beautiful items regularly to our customers directly. However we do have several key retailer partners who stock Banjo & Matilda worldwide. Please email [email protected] if you would like a list of retailers.

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]