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Mookah Exchanges + Returns

We want you to love every single Mookah piece, so if your new purchase isn't quite right we offer the below flexible returns policy:

  • Full-price items can be returned for a refund, exchange or store credit
  • Sale items can be returned for an exchange or store credit only, unless otherwise noted on the product page
  • Return requests must be lodged within 30 days of receiving your order
  • You can also return online orders to any of our stores in person
  • Return postage cost is to be covered by you.
  • Any postage charges incurred in the original transaction are excluded from refund amount.

Click the button below to lodge a return request:

WHEN DO I NEED TO RETURN MY ITEMS?

You have 30 days to lodge and post your return!

WHAT PRODUCTS CAN I NOT RECEIVE A REFUND ON?

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

I NEED FURTHER INFO!

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

FAULTY ITEMS

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

CHANGE OF MIND POLICY

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.

CAN I RETURN THE GUMBOOTS/SHOES FOR A DIFFERENT SIZE?

•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.

WHAT IS YOUR IN-STORE RETURNS POLICY?

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 REFUND POLICY

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.

RETURNING SALE ITEMS

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

WHAT IS THE RETURNS PROCESS?
  • 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

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