FAQs

Frequently Asked Questions

ORDER FAQs

How long until my order is dispatched?

  • We aim to process and ship all orders within 2-4 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 to Australia, UK/EU and the Rest of the World (excluding the US) from our warehouses located in Australia or the UK, based on the stock on hand.
  • Orders placed within the US will be shipped from our warehouses located in the US or Australia, 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.

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 PayPal 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?

  • 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. 

I’m ordering from the US, do I have to pay Tariffs?

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


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.