We understand it can be difficult to find the right size & style online, especially at this exciting time of your life. We are here to help you by giving you 30 days* to find what you are looking for!
*30 DAYS POLICY: All items MUST be returned within 30 days of the order date. If you wish to exchange for size or style, please return the unwanted items in new and original condition, with all labels/tags attached along with the return form, and place a new order. Excludes briefs, swimwear and stockings**. Due to hygiene & safety reasons. We recommend trying on shape wear over underwear as soiled items will not be accepted for return and will be returned to you at your own expense.
**Briefs, swimwear and tights: Due to hygiene & safety reasons, Mamaway is not able to accept returns on briefs, swimwear, leggings and stockings unless faulty.
Q. What is ParcelPoint? ParcelPoint is a trackable returns service costing from $6.95. ParcelPoint offers over 800+ locations across Australia, in convenience stores, pharmacies and news agencies which are open 7 days and opens till late for your convenience. You must use this service for us to process the return.
Q. How do I make a return? For Australia orders, You can now book your return online by choosing from the following two options.
Simply book your return label online HERE and send your item in its original packaging with all tags attached, back to us within 30 days of your order date, together with the return form. You can choose to drop off your parcel via ParcelPoint or to a Post office. We cannot accept returns for briefs, tights, and swimwear. Please note: Customers are responsible for the cost of return postage for all returns with the exception of faulty items. If you want to exchange for style or size, please return the items back to us and place a new order for the one you want.
Briefs, swimwear, and tights: Due to hygiene & safety reasons, Mamaway is not able to accept returns on briefs, swimwear, tights and stockings, unless faulty.
Q. Will I get a cash refund or store credit? All sale items under the SALE category are eligible for an online credit in the form of a gift card only, unless faulty or wrongly described. If your remaining order value is below $99, the $8 flat rate shipping fee will be deducted from your refund amount.
For the Weekend Frenzy Sale items, we don't accept any change of mind return, please note this before you make the purchase.
Any items that are part of a bundle deal will be refunded at the discounted price, or as the percentage price calculated by Mamaway, and not at the original full price. Please place a new order after returning the items if you want to order a different size or style. For full price items, you will be refunded the same way you paid for your order. When processing a refund, any Mamaway promotional credits applied to your purchase will be removed from the refund and no longer redeemable.
Q. Where can I view my refund? For store credits, it will be issued in the form of a gift card and emailed to you. Please keep the email in a safe place, as it will not automatically show up in your account. For cash refunds, you will be refunded the way you paid for the order. Please check your bank/ credit card account regularly.
Q. Can I return online purchases at your stores? For online orders, refunds can only be issued on mamaway.com.au and cannot be accepted in Mamaway retail stores. You can drop your items in Silverwater store ONLY. Please call us on (02) 9648 1040 before you come in.
Q. Do I need to return my free gifts? Free gifts (including buy x get x free promotions) are NOT eligible for a refund or exchange unless faulty, and must be returned in the case that your remaining order total is below the minimum value or quantity to receive the gift, otherwise only a store credit can be issued.
Q. How long does it take to process my return? Return parcels can take 3 – 10 business days to reach us. Once your return has been received at our warehouse, the request will be processed within 3 - 10 business days. Our return team will notify you once it has been processed.
Q. What happens if my parcel is lost or damaged? If you returned via one of the ParcelPoint collection points : ParcelPoint Returns is a tracked service including proof of sending. Loss or damage in transit is the responsibility of the carrier and no coverage is currently offered. In the event of loss or damage in the ParcelPoint Returns network, please contact their customer service team on 1300 025 639 or firstname.lastname@example.org who can provide more information.
If you returned via Australia Post : Loss or damage in transit is the responsibility of the carrier and no coverage is currently offered.
Q. Faulty stock We make every effort to provide goods of the highest quality to our customers, so we certainly hope that you never receive a faulty product from us. If, on the rare occasion, this does occur, please give our customer service a call on (02) 9648 1040 or email us at email@example.com.
For international orders, we only process refunds for faulty or wrongly supplied products. Please speak to our customer service for further assistance.