For detailed delivery information, please visit our Deliveries & Shipping information page
ORDERS
HOW CAN I CHECK MY ORDER STATUS?
Please email sales@banjoandmatilda.com or call us on +61 2 8096 2665 and we will happily let you know about it's progress. Most of the time however, we will update you via email automatically.
CAN MY ORDER BE GIFT WRAPPED?
All orders are beautifully presented in Banjo & Matilda boxes and tied with branded ribbon. All contents come with a complimentary cotton drawstring bag, to store your knitwear in. Please note that orders of sale items will be wrapped in tissue and inserted in a complimentary cotton drawstring bag and will not be packaged in a Banjo & Matilda box.
RETURNS
WHAT IS YOUR RETURN POLICY?
Exchanges and returns are free of charge for Australian orders of full priced items. We also offer refunds should you desire one. International orders can be returned at the cost of the customer. Items can be returned within 30 days of purchase in original condition, with tags.
HOW DO I MAKE A RETURN?
Download and fill out our Return Form and follow the instructions.
CAN I RETURN A SALE ITEM?
We do not accept returns on sale items.
CARING FOR CASHMERE
WHAT ARE THE BEST WAYS TO LOOK AFTER AND LAUNDER MY GARMENTS?
You can read up on how to look after your Banjo garment on Our Cashmere page – or you can follow our 5 simple Cashmere Laundering Commandments:
1. Machine wash on a delicate cycle
2. Use only cold water or it will shrink the yarns = nightmare!
3. Use a good wool wash like Cote Noire
4. Avoid fabric softener – it actually does the opposite for cashmere!
5. Dry flat in the shade
PAYMENTS
DO THE PRICES INCLUDE TAX?
All prices are in USD and exclude tax. All orders will be charge their local duty and tax at the checkout.
Once your delivery address and country are added at the checkout, local taxes will then be added to the cart total. We deliver DDP (Delivery Duty Paid) so that you don’t have to pay these costs later when receiving your parcel.
For more information, please visit our Deliveries and Shipping page.
WHAT CURRENCY ARE THE PRICES IN?
All prices are in USD unless stated otherwise. We have a currency-converting tool that provides an estimate of the cost in your local currency. This is simply a guide and will likely change at different points in the day due to market fluctuations. Once you get to the checkout, it will revert back to USD.
WHAT PAYMENT TYPES DO YOU ACCEPT?
We accept PayPal, Visa, Mastercard and American Express credit cards.
GENERAL
MY LOGIN WON’T WORK?
You’re best to try the ‘Forgotten Password’ prompt. If it doesn’t recognise your email address, you’re most welcome to contact us at sales@banjoandmatilda.com and we can help you out.
If you’re in a hurry, just check out as a guest and set a password at the end of the order process and you shouldn’t have troubles again.
MY PERSONAL DETAILS HAVE CHANGED - HOW CAN I UPDATE THEM?
Login to your account and then click ‘View Addresses’ you can edit all stored details here.
I ORDERED AN ITEM LAST WEEK AND NOW IT'S ON SALE!
Unfortunately we do not offer a price guarantee, so we can’t provide a partial refund for an item that goes on sale after you’ve purchased it.
OUR COMPANY
WHERE IS THE BANJO & MATILDA HEAD OFFICE?
Our head office is in Sydney, Australia. Our mailing address is:
Banjo & Matilda
76 William St
Paddington NSW 2021
Australia
WHERE ARE YOU STOCKED?
For local stockist information, please email us at sales@banjoandmatilda.com
ARE THERE ANY BANJO & MATILDA RETAIL STORES?
Our flagship store is located in Sydney, Australia at: 76 William St Paddington NSW 2021. Opening hours are Monday to Saturday, 10am - 5pm.
CAN I SEND MY RESUME TO YOU?
As a rapidly growing company we are always keeping an eye out for fresh talent. Your resume and cover letter can be sent to sales@banjoandmatilda.com - we will be in contact if we wish to meet you.
CONTACT US
HOW CAN I CONTACT BANJO & MATILDA?
Just visit our Contact Us page or you can email us at sales@banjoandmatilda.com. Alternatively, you can call our head office +61 2 8096 2665
WHAT ARE YOUR DELIVERY OPTIONS?
Australia
- Free TNT Courier Express Delivery (1-2 Business Days). No signature required option available *
- Free AusPost PO Box Delivery (2-3 Business Days)
- $10 Mail Call Same Day Courier for Sydney 2000-2030 postcodes when ordered before 1pm AEDT
- Store Pickup from the Banjo & Matilda Paddington Boutique, Sydney
* If you authorise for your package to be left at the front door or mailbox of your designated shipping address, you are agreeing that Banjo & Matilda will not be responsible or obliged to provide a refund or replacement item/s should your package go missing.
International
- Express UPS express courier delivery (DDP) is free for orders over US$399 or available for a flat rate of US$30 for orders under US$399.
DO YOU DELIVER TO PO BOXES?
Yes, Australia only.
WHEN WILL MY ORDER ARRIVE?
Orders placed after 2pm AEST (Sydney Time) will be sent the following business day. Should anything affect this delivery time, you will be contacted. Delivery time does not include weekends or public holidays. Delays are possible when orders shipped internationally reach the destination country and may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.
WHAT COUNTRIES DO YOU SHIP TO?
Australia, Austria, Belgium, Canada, China, France, Germany, Greece, Hong Kong, Ireland, Italy, Japan, New Zealand, Singapore, Spain, Switzerland, United Arab Emirates, United Kingdom and United States.
IF I PLACE AN ORDER, DO I PAY DUTIES AND TAXES AT THE CHECKOUT?
We ship on a DDP (Delivered Duty Paid) basis where all relevant local import taxes and duties are included in the sale price so they don’t need to be paid at the time of order delivery.
These charges will show clearly as TAX (if any) at the second step of the checkout after entering your delivery country. This is so any additional costs and delays by your local customs are avoided and you receive your goods as quickly as possible.
IS MY ORDER INSURED?
Banjo & Matilda insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any international goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Banjo & Matilda and transfer of responsibility in the same way.
To see more Frequently Asked Questions, just visit our FAQ page.
