FAQs

We aim to process and ship all orders within 2-5 business days of purchase. This time is subject to change due to the nature of production and heavy order volumes.

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.

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.

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 PayPal must be purchased by a verified account with a confirmed shipping address.

We do not offer Afterpay or Klarna.

After submitting an order, you'll have 15 minutes to cancel it. After this period expires, you are unable to cancel your order.

After submitting your order, you'll have 15 minutes to make any edits in the order status page. Once this period expires, we are unable to amend your order, including changing sizes, removing or adding products.

Once your order is placed, we are unable to combine shipments on multiple orders.

When you place your order, you will receive an email notification confirming your order with a link to the order status page. You can check this page at any time to see the current status of your order.

As soon as your order is dispatched you will receive an email notification that will include relevant tracking information.

If your order was marked as delivered but cannot be located, please follow these steps:

1. Check all areas around your property such as the letterbox, any hidden places, neighbours, building management, etc.
2. Confirm with household members or neighbours that they did not collect the parcel.
3. Contact the courier directly, they will often provide photos of delivery or GPS coordinates to help locate the parcel.
4. Lodge a report with the courier (USPS, Australia Post, Royal Mail, DHL, etc).
5. Email us with your order number and investigation details. Once you provide these details, we can assist where possible on a case by case basis.

Please note: Mutimer is not liable for parcels stolen after delivery is completed to the address provided by the customer.

As of May 3rd 2025, we cover all import taxes and duties for customers in DDP (Delivered Duties Paid) countries. For customers in non-DDP countries, import fees will still apply and will need to be settled directly with your local customs office before your order can be delivered. 

Items available to purchase in the US will not be subject to Tariffs. 

We ship all of our orders to Australia, UK/EU and the Rest of the World (excluding the US) from our warehouses located in Australia, Netherlands, and the UK based on your region.

Orders placed within the US will be shipped from our warehouses located in the US, based on the stock on hand. 

Important Note: Orders that contain items located in both our AU & UK warehouse may be split based on stock levels and your delivery location. This information will be displayed at checkout.

After your order has been confirmed, we are unable to alter the shipping method selected at checkout.

For returns please use our returns portal.

Our returns and exchanges policy is available on our Returns page.

We do not offer preorders unless specified. All of our in-stock items are on hand and ready to be shipped.

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.

Size guides and fit details with specific measurements are available on each product page. For sizing assistance, please message us on Instagram.

We do not offer a hold system and items held in carts are not reserved until an order is submitted and confirmed.