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FREQUENTLY ASKED QUESTIONS

AUSTRALIAN DELIVERIES
AUSTRALIAN RETURNS
INTERNATIONAL SHIPPING
PAYMENTS
TROUBLESHOOTING
PRE-ORDERS
SIZING
OTHER
  • What are your delivery options for Australia?

    Our parcels are shipped via Shippit’s trusted carrier network, which means we are unable to deliver to PO Boxes or Parcel Lockers.

    ETA Available to Signature required? Service used Price
    Standard 3-5 working days Australia wide Yes Australia Post FREE
    Express 1-2 working days Australia wide Yes  Shippit (‘Fastway couriers’ or ‘Couriers Please’) or Express Post FREE for orders over $100
    Same-Day By 6pm Sydney postcodes 2000-2065 before 1pm AEST Yes TNT $10.00
    Head Office Pickup Appointment required Australia wide No - FREE
    When will I get my order?

    Our cut-off time is 12pm for orders to be sent same day. If you place an order after 12pm, it will be sent the next business day.

    If you miss the cut-off narrowly, please call us ASAP and we’ll see what we can do.

    The delivery option I want isn’t showing up, why is that?

    Be sure to refer to the table above to ensure your shipping address is eligible for that shipping option. If you would like same day delivery for example, you will need to check delivery address postcode is within the radius we service and that you are ordering before 1pm.

    How can I track my order?

    When your item has been dispatched, you will receive an email from Shippit with your tracking number and the service used.

    Shippit will notify you every step of they way to ensure your parcel arrives on time!

    What is the Shippit Smart Delivery Service ?

    Shippit will notify you of progress made throughout your delivery so you know when to expect your order. You can contact Shippit directly for any questions relating to the whereabouts of your order or if you need to update your shipping address or have any special instructions (e.g you will not be home to receive your item)

    Please note that MLM is not responsible for lost packages which have been confirmed delivered or signed for.

    I’m probably not going to be home when my parcel is delivered. What should I do?

    Please contact Shippit directly if you need to update your shipping address or special delivery instructions e.g You will not be home to receive your parcel.

    If you’re having your item delivered using a same day service, please ensure you leave a phone number so we can pass it on to the driver in case they have any problems when they arrive.

    Please note that MLM is not responsible for lost packages which have been confirmed delivered or signed for.

    How does same-day delivery work?
    I’ve opted to pick up my order from the MLM head office. When can I come in and where are you located?

    Once you’ve placed your email, just  email or call us to book a time to come into our showroom

    We’re here Monday to Friday, between 9am-5pm.

    If these hours don’t work for you, we can let you know the days when there may be someone around outside of these hours.

    Our Head office is located in Waterloo, Sydney. We will provide the address on reciept of your contact with us. Email us here

  • What is your returns policy?
    What is a credit?
    Do you accept returns on sale items?

    Unfortunately, all promotions and sale items are final and cannot be returned.

    Do you accept returns on international orders?

    Unfortunately we do not offer refunds on international orders. If you wish to return your order, this can be done at your own expense and we will then issue a credit note. That is, ensuring the return request is made within 7 days of delivery and the garment is not damaged, worn or amended, and has all tags attached.

    Do you cover the cost of returns?

    Items are to be sent back to MLM at the cost of the customer, we will cover the cost of sending the new item to you (standard service to Australian addresses only).

    How do I make a return?

    1. Contact us within 7 days and let us know what you would like to return and if you would like an exchange, credit or refund. We will then provide you an RA number.
    2. Fill out your returns form.
    3. Ensure the garment is, unworn & in original condition with tags attached.
    4. Send back your item using a traceable service within two weeks of your purchase date.

    Have you received my return?

    Please allow up to 3 working days upon receiving your parcel to process your return. We recommend you send your item back using a traceable service so you know when we’ve received it. You can always contact us to double check.

    When will my refund go back into my account?

    Please allow up to 3 business days from the date we receive the package to process your refund. From there, the funds can take approximately 72 hours to clear.

    Paypal refunds are instant.

    How long do credit notes last?

    Credit notes will be valid for up to 6 months from the issue date.

  • What countries do you ship to?

    We Ship to most global areas, if your country does not appear as valid in the shipping options via your cart, please contact us

    Otherwise, Please visit our Stockists page to find your closest retailer.

    How much is international delivery and how is it sent?
    How can I track my order?

    You will receive a DHL tracking notification by email &/or phone, which will allow you to track the progress of shipment.

    Please note that MLM is not responsible for lost packages which have been confirmed delivered or signed for.

  • What currency are all the prices in?

    All items are in AUD$ unless stated otherwise. All payments are processed in AUD$.

    What payment types do you accept?

    Visa, Mastercard, American Express, PayPal & Afterpay.

    What Is Afterpay?

    Afterpay is a service designed for you to buy now and pay later – you will be directed to ‘afterpay’ for approval on your order and instalment agreement before your purchase is confirmed. Instalments are agreed between the customer and afterpay only. You can learn more about afterpay here
    Afterpay is for Australian issued cards only.

    Is it safe to use my credit card on this website?

    We do our utmost to ensure that every credit card transaction is secure. We use a RapidSSL CA SSL certificate for extra security. This is a high-grade Encryption key (Camellia-256, 256 bit encryption key) that ensures your payment and personal info remains secure during your payment. Your credit card info cannot be accessed by any third parties.

    My credit card details aren’t being accepted. What’s wrong?

    Please check that:
    • There are no spaces in your credit card number
    • Your billing address is the same as the address on your credit card
    • Your name appears exactly the same as on the card

    If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact us.

    Can I still order online if I don’t have a credit card?

    MLM accepts PayPal, which allows you to pay by credit card, or by a debit direct straight from your bank account.

    How long do credit notes last?

    Credit notes are valid for up to 6 months.

    Can I use two coupon codes?

    Only one offer can be redeemed per transaction.

    Do you price match if I find an item cheaper elsewhere?

    Generally we can, however there are a few conditions that we have to consider first (i.e. if it is an international stockist). Please contact us and we can help you out.

  • I’m having issues with your website. What do I do?
    Why won’t my login work?

    Try a few different combinations and if you still have trouble, please reset your password or you can call us during business hours and we can confirm which email address you have registered with us.

    My details have changed. How can I update them?

    You can edit you addresses in the My Account section.

    How do I know if my order has gone through?
    I think I made a mistake on my order. Can I update my delivery information?

    Please contact us ASAP and we’ll see what we can do.

    Why doesn’t my coupon code work?
    How can I unsubscribe from your newsletter?

    You can unsubscribe at the bottom of any MLM newsletter.

    Would you like to follow us on Instagram or Facebook instead?

  • How do pre-orders work?
  • I’m not sure what size to choose. Help!

    Our product descriptions will generally say whether a garment is true to size or if they run smaller or larger.

    XS = AU 6 – 8
    S = AU 8 – 10
    M = AU 10 – 12
    L = AU 12
  • Sale Items & Promotions

    Sale items are final so please choose carefully. Discount promotions adversited are also recognized as sale items.

    We do not offer Returns on sale items.

    How should I launder my MLM garment?

    Please follow the care instructions on the tag inside your garment.

    Can I send something as a gift and can it be gift wrapped?
    I’d prefer to shop at a store so I can try on the garment. Where can I buy MLM from near me?

    Please visit our stockists page stockists to find your nearest MLM retailer.

    The item I want is out of stock. Will you be getting it back?

    Sometimes we’ll re-order hot sellers, so it’s a great idea to contact us and check. We may also be able to help you locate it with one of our stockists.

    What is your postal address?
    Can I send my resume to you?

    We’re always keeping one eye open for new talent as we grow. You can send your resume and cover letter to careers@mlmlabel.com