Shipping & Returns

Shipping

All Australian orders are shipped free of charge using Couriers Please or Australia Post. When your order has been dispatched you will receive an email with the tracking details. You will be required to sign for delivery, we therefore recommend that you provide a daytime address where someone will be able to sign between 9am and 5pm. All orders placed before 12pm weekdays will be processed and shipped the same business day (excluding all orders with personalised embroidery).

The postal charge (if any) and estimated time for delivery is as follows:

Location
Estimated Time
Postal Charge*
Melbourne & Sydney
1-2 business days
FREE
Brisbane
2-3 business days
FREE
Perth
2-5 business days
FREE
Rural
2-5 business days
FREE
New Zealand (DHL)
2-3 business days
$15
International (DHL)
2-3 business days
$40


* Postal charge may not include possible taxes and duties which could be applied by customs in the country where the order originated. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all product(s) ordered and to mark them as dutiable “merchandise”. We are also prohibited by law from marking the order as a “gift”, even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details.

Ownership and Risk

Please be aware that once your product passes to you upon delivery at your specified delivery address. We require a signature for any product delivered, at which point responsibility for your purchase passes to you. We advise checking to ensure your product is intact when receiving your purchase.

Return Policy

In the unlikely case you are not fully satisfied with your purchase. Then subject to the terms set out in this Delivery and Returns Policy, we will ensure that you obtain a M&C online credit note of equal value.

Changed your mind?

Purchased product(s) from the Website and it’s not what you expected? You may return full price merchandise for ‘change of mind reasons’ within fourteen (14) days of receiving your order for a credit note of equal value (excluding shipping and handling charges).

Please keep in mind that M&C cannot accept the returned product(s) and cannot give a refund if:

(a) the return falls outside of the stated fourteen (14) day period;
(b) the product(s) has been personalised (i.e. personalised embroidery, etc.);
(c) the product(s) is worn, damaged or not in its original packaging; or
(d) the original label/swingtag has been removed.

Damaged or Defective Product, or otherwise not what you ordered?

For M&C, we pride ourselves on quality. We thoroughly test all our garments to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our products to be damaged or defective.

Returned product(s) (and associated shipping and handling charges at standard rates) will be refunded if the damage is the result of a manufacturing defect or deviation from factory specifications, and not the result of normal wear and tear. In such cases, please allow two weeks from the day you return your package for your account to be credited.

If the problem was caused by reasons other than materials quality or assembly process, the original product will be returned to you.

We do not refund products:

(a) obtained from a source other than this Website.
(b) damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.).
(c) damaged by misuse or activities other than the intended purpose.

Personalised Products

Please understand we are unable to accept returns or exchange product(s) that have undergone personalisation, unless they have been found faulty after detailed examination by M&C. We ask that you choose your personalisation details carefully, and retain a copy of your confirmation notice for future reference. If it is found that we have incorrectly personalised your product(s) contrary to your instructions and the confirmation notice, we will gladly replace them.

Return Instructions

To return a product, please follow the instructions below:

(a) Drop us a line at: info@masiniandchern.com. In your email, please include:
(i) Reasons for why you are returning the product(s); and
(ii) Attach a copy of the payment confirmation you received when placing the order.
(b) Pack the product(s) into their original packaging including the original and attached labels/swingtags in the case of clothing items.
(c) Address the package to Masini & Chern, PO Box 3022, Prahran East, Victoria, Australia 3181.
(d) As M&C is not liable for the loss of any product being returned we highly recommend that you return it using registered mail.