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FAQ

PAYMENTS

What payment types are accepted?

We accept Paypal, VISA, Mastercard, Afterpay, Zip and Amex

I am having trouble completing my order with a credit / debit card.

If you are having trouble completing your order using your credit/debit card it it important to first check you have the funds available in your account. If you have confirmed that funds are available, double check the following:

  • The card number, name and CV2 code (back of card) are correct and as they appear on your card.
  • Your bank has not imposed a limit to the amount of purchases you can make in a 24 hour period.
  • For international purchases please ensure your card is enabled for use international use.

PRODUCTS

Are your products genuine?

Mood Clothing only stocks 100% authentic products. We buy direct from official wholesalers only!

Do I get a warranty for my purchases?

We do not have a set warranty for our products, however if your product happens to become faulty please contact us as soon as possible and we will strive to help you out!

Do you sell gift cards?

Yes we do. We have them available at several card values - check them out here.

ORDERS

I haven't received my refund yet?

All funds usually take between 2-5 business days for the funds to reach your account. If you don't see the funds clear within 10 business days. Free free to call your bank directly and/or contact us and we will help you out!

Where are your orders shipped from?

All of our orders are shipped from our Melbourne warehouse.

Will I receive an order confirmation email after placing an order?

Yes you will! An order confirmation email will be sent to you automatically after you have successfully placed your order. If you have not received the order confirmation email, please check your Junk/spam folder.

Will I receive tracking with my order?

Yes! A tracking number will be sent to you via email as soon as your order has been processed by our Melbourne warehouse team. 

Due to the effects of COVID, your order may take longer than usual to arrive as told by Australia Post or Sendle. Please rest assured that staff are working tirelessly around the clock to send out your parcel as soon as possible.

For Auspost domestic updates click here
For Auspost international updates click here.

Can I make a change to my order?

Our warehouse team is very quick to pack all orders. If your change if urgent, please email us or message us on social media as soon as possible - we will do our best to help you out. If you order has already been shipped however, changes will be possible.

Can I cancel my order?

Our warehouse team is very quick to pack all orders. So we can only make cancellations if your order has not reached the packing stage. Please email us or message us on social media as soon as possible so we can try cancel it for you!

I did not receive an order confirmation?

An order confirmation email is automatically send out when you successfully placed and order.

If you have not received your order confirmation or tracking information, please check your junk/spam folder.

If you have checked and still can't find it, please contact us via email with the following details:

  • Name order was placed under
  • Email you think you used
  • Amount of your order/items included
  • Delivery address

Why was my order cancelled?

We have the right to cancel or refuse shipment of any orders for the following reasons:

  • Purchase transaction does not pass our security check
  • Product is listed at an in correct price or with incorrect information. Please see Pricing and Errors on the Website

I am missing an item in my parcel, what should I do?

We send out an email if we are unable to fulfil any items within your order! Please check your email. If there are any items that are unfulfilled, we will refund the product price straight back to your bank account. 

If you have not received an email, please contact our team via email and we will look into it ASAP. 

Please include in your email:

  • Order number
  • Image of the products you did receive.

SHIPPING AND DELIVERY

My tracking says delivered by I have not received my order.

Due to COVID-19 Australia Post  / Sendle have implemented contact-less delivery. 

To minimise the risk of contracting or spreading COVID-19, all parcels will no longer require a signature for delivery or collection. 

If your order tracking says your order has been delivered but you have not received it, we ask that you please check the below: 

1- Check around your letter box and yard for the parcel.
2- Check with all occupants of your house to ensure someone else hasn't brought your order inside for you 

If you are not able to locate your order on your property or within your household, please contact our friendly customer experience team with your order number HERE.

Where are your orders shipped from?

All of our orders are shipped from our Melbourne warehouse.

Can I make a change to my order?

Our warehouse team is very quick to pack all orders. If your change if urgent, please email us or message us on social media as soon as possible - we will do our best to help you out. If you order has already been shipped however, changes will not be possible.

Still have a question? Simply contact us and we will help you out.

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