Mookah Exchanges + Returns

You have 30 days to lodge and post your return!

You can use our Exchange and Returns Portal on any item that is eligible for a refund as per our returns policy.

We sincerely apologise for any inconvenience caused by receiving a faulty garment. Please contact our Customer Care team customerservice@mookah.com.au with your order number and images of the fault and we will work with you to resolve it as soon as possible

•For all returns of faulty products, you must provide a valid proof of purchase (e.g. a receipt or credit or debit card statement)

•If your product is faulty, you can return it to us and choose to receive either a refund or a replacement

•Please note that items which are damaged or as a result of normal wear and tear; by accident; failure to use in accordance with care instructions; or through misuse will not be considered faulty

If your new item is not quite right, we have the following return options available, in accordance with our policies and your rights under the Australian Consumer Law (ACL):

•All full price items can be returned for either an exchange, refund or store credit subject to the conditions below:

•End Of Season Sale items and items purchased under a promotion can be returned for a store credit or exchange only, subject to the conditions below.

Mookah reserves the right to deny a change of mind return if it does not meet the following conditions: 

•You must provide valid proof of purchase (e.g. a receipt or credit or debit card statement)

•Your return is initiated within 30 days of you receiving your online order

•Return authorisation has been approved via the online returns portal

•Your return is sent back within 10 days of being approved by Mookah

•Item(s) are in original condition (unworn and unwashed with all tags attached). Free from pet hair and perfumes or smoke

•Due to hygiene restrictions, earrings and hosiery are ineligible for returns

•Eyewear must be returned in new and unused condition with all protective and product packaging intact, such as sunglass pouch and box.

•Bobbi Gumboots and shoes must be wrapped in paper or placed into a satchel for return. DO NOT write on the box itself! If the box is not in the original condition it arrived to you in, a refund will be denied.

•Bobbi Gumboots and shoes must be wrapped in paper or placed into a satchel for return. DO NOT write on the box itself! If the box is not in the original condition it arrived to you in, a refund will be denied.

We allow returns or exchanges on in-store orders within 30 days of your purchase. Items must be returned in their original condition and with tags attached.

We are excited to be able to offer in-store returns for online orders! Head to one of our Boutiques and they’ll take care of the rest.

AfterPay purchases can be returned for a full refund, providing your purchase meets our returns policy. Please note, any in-store AfterPay purchases must be returned in-store to obtain a refund.

End Of Season Sale items and items purchased under a promotion can be returned for a store credit or exchange only, subject to the conditions below.

Mookah reserves the right to deny a change of mind return if it does not meet the following conditions:

•You must provide valid proof of purchase (e.g. a receipt or credit or debit card statement)

•Your return is initiated within 30 days of you receiving your online order

•Return authorisation has been approved via the online returns portal

•Your return is sent back within 10 days of being approved by Mookah

•Item(s) are in original condition (unworn and unwashed with all tags attached). Free from pet hair and perfumes or smoke

•Due to hygiene restrictions, earrings and hosiery are ineligible for returns

•Eyewear must be returned in new and unused condition with all protective and product packaging intact, such as sunglass pouch and box.

•Shoes must be wrapped in paper or placed into a satchel for return. DO NOT write on the box itself! If the box is not in the original condition it arrived to you in, a refund will be denied.

•For the return of orders, the shipping cost to return item(s) is payable by you

• Please submit your return request via our Returns Portal and follow the prompts
• If your product is faulty, you may submit this via our Returns Portal as a ‘Faulty Item’ or contact us at customerservice@mookah.com.au
• For all approved faulty returns within Australia, we will cover the return shipping fee
• Once your return has been lodged, please return your item/s to our returns address
  
  Mookah Returns
  PO BOX 34
  Inverloch, VIC 3996

It can take up to 2 weeks from the day you send your return item for us to receive and process an exchange or return item that has been sent back to us (depending on where you are sending from).

Sure thing, you can email customerservice@mookah.com.au

If you've received a notification that we have refunded you, but you don't see the money yet, here's what to do:

• Please allow 3-5 business days for the funds to reach you.  Once we've notified you, we will have done what we need to on our side, and the rest is up to the bank or credit card company (in some cases it may take a little longer, depending on your bank / credit card company.
• If this time has passed and you haven't received your refund, first step is to please check your bank account one more time.
• Still no good?  Best to contact your credit card company to see where the refund is. 

If you’ve done all of this and you still have not received your refund yet, please contact us via customerservice@mookah.com.au