FAQs

Frequently Asked Questions

ORDER FAQs

How long until my order is dispatched?
  • We aim to process and ship all orders within 1-4 business days of purchase. This time is subject to change due to the nature of production and heavy order volumes.
When will I receive my order?
  • Shipping times will vary depending on your delivery location and method selected at checkout. For further information or an approximate shipping time, please visit our Shipping page.
Where do you ship from?
  • We ship all of our orders from our warehouse located in Melbourne, Australia.
Can I make modifications to my order once it has been fulfilled?
  • Once we have fulfilled your order, we are unable to modify or adjust your order, including if you have provided a misspelled shipping address. If you have provided incorrect contact details at checkout, please email contact@mutimer.co.
What payment methods do you accept?
  • We accept payments from most major banks and other payment methods, which may vary per region, including, Visa, Mastercard, American Express, Apple Pay, BanContact, eftpos, Google Pay, iDEAL, Shop Pay, UnionPay and PayPal. Payments made via PayPul must be purchased by a verified account with a confirmed shipping address.
  • We do not offer Afterpay or Klarna.
Can I cancel my order?
  • After submitting an order, you are unable to cancel your order.
I want to add or remove an item from my order, how can I do this?
  • After submitting your order, we are unable to amend your order, including changing sizes, removing or adding products or altering the delivery method selected at checkout.
Can I place an item on hold?
  • We do not offer a hold system and items held in carts are not reserved until an order is submitted and confirmed.
How can I alter my shipping method after checkout?
  • After your order has been confirmed, we are unable to alter the shipping method selected at checkout.
I placed multiple orders, can I combine them?
  • Once your order is placed, we are unable to combine shipments on multiple orders.
How can I track my order?
  • As soon as your order is dispatched you will receive an email notification that will include relevant tracking information.
ORDER STATUS
Processing – Your payment has been received and stock has been reduced – the order is awaiting fulfilment.
Completed – Your order has been fulfilled and completed – requires no further action on your part.
On-Hold – We are awaiting payment – stock is reduced, but you need to confirm payment.
Cancelled – The order has been cancelled by an admin or the customer – no further action required (cancelling an order does not affect stock quantity by default).
Refunded – The order has been refunded by an admin – no further action required.
Partially refunded – Certain items within your order have been refunded. This is often when products are cancelled and there are still remaining items in the order to be fulfilled.

 

DUTIES FAQs

Do you cover import costs?
  • We do not cover any import taxes or costs if they are incurred. Import costs are enforced by your local government and customs office, on imported goods. The responsibility for any customs duties, foreign taxes or other fees that may be imposed rests with you. These costs are in no way connected to, imposed or controlled by Mutimer or the freight providers.
How much will import fees cost?
  • The cost of duties and taxes may vary depending on your local government and customs office. Due to this, we cannot provide an estimate of the costs associated with these fees. Please contact your local customs office directly for more information on taxes, duties and regulations.
Do I have to pay duties?
  • All customs duties and taxes are enforced by local governments and are in no way connected to, imposed or controlled by Mutimer or the freight providers. If you do not pay the duties to collect your order, your parcel will be considered an unclaimed order. Our team will send you an email about whether you would like your order to be sent back to you or a refund minus the shipping costs associated with the transit to and from the final delivery address.
Can you alter the size or value of my order to decrease import costs?
  • We cannot alter the value or weight declared on your order’s shipping label, including declaring the parcel as a gift.

PRODUCT FAQs

Do you do preorders?
  • We do not offer preorders unless specified. All of our in-stock items are on hand and ready to be shipped.
The item I want is out of stock, when will it be available again?
  • We display real-time inventory on our website, so unfortunately if a size or item is displayed as out of stock, it is no longer available. Please sign up for our back-in-stock notifications in the product’s details.
How do I know if an item will fit?
  • Size guides and fit details with specific measurements are available on each product page. For sizing assistance, please message us on Instagram.
What is your returns and exchanges policy?
  • Our returns and exchanges policy is available on our Returns page.