Refund policy

Returns

At Mookah, we want you to fall in love with the garments/items that best suit you. We know very well that sometimes it can take a couple of goes to find that perfect piece.

100% Customer Guarantee. 

Our policy lasts 45 days. If 45 days have gone by since your purchase, unfortunately we can’t offer you a refund. Due to our system, we are unable to provide exchanges. If you wish to change to another size or item, you will need to purchase what it is you are after. You will need to make contact with us then to return the unwanted item for a refund.

When returning an item to us, we ask a couple of things. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. If it is a garment, we obviously ask that the garment has not been worn or washed, and all the labels are attached. We also ask that you take care to protect the item when posting. If these criteria are not met, we will not be able to issue you with a refund.

How do I make a return?

If for some reason, you are not completely happy with your purchase and would like to return the item, please contact us at customerservice@mookah.com.au

Please let us know the following

    • Your name
    • The item you wish to return
    • Order number
    • Date of purchase
    • You do not have to provide any reason for the return. However we would love to get more feedback on the reason of your return so we may learn a bit more about your experience. This will help us improve our product and the experience for our customers.

We ask that you send your item back via a prepaid postage satchel. The prepaid postage satchels comes in three sizes and are all traceable. When returning the item, please provide us with the tracking number so we can keep an eye out for it.

 

Shipping: To return your product to us, please mail your product to:

Customer Service

Mookah Studio
PO BOX 34
Inverloch 3996
Victoria
Australia

You will be responsible for paying the return shipping costs to us.

Please note that the turnaround time on a exchanged item can vary, depending on your location, and shipping time involved.

What happens next?

It can usually take up to 7 business days (excluding weekends and Public Holidays) for your return to be delivered back to us.
Your refund will be completed within 1 working day of your return arriving at our warehouse and we’ll send you a confirmation email once we’ve refunded you.
Any refund will automatically be issued to the original payment method used when placing your order (i.e. card, PayPal account).
All goods are inspected upon return and we try our best to accept all returned items. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

The refund will cover your order amount excluding shipping costs.