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Customer Service

Shipping & Delivery

AUSTRALIAN DELIVERIES
Maticevski offers complimentary shipping within Australia. Maticevski uses Australia Post for domestic deliveries to your nominated address.

Maticevski dispatches all orders from our distribution centre in Victoria, Australia.
Orders received on a Victorian/National Public Holiday will not be processed until the following business day. If your order is placed over the weekend, it will be processed and dispatched on the following business day. Once your order is dispatched, you will receive an email containing your tracking number.

YOUR ORDER WILL REQUIRE A SIGNATURE UPON DELIVERY.ORDERS WILL NOT BE LEFT WITHOUT A SIGNATURE. YOU MUST HAVE CORRECT AND COMPLETE ADDRESSES, INCLUDING A COMPANY NAME WHERE APPLICABLE, AND AT LEAST ONE CONTACT TELEPHONE NUMBER.

To guarantee delivery, we recommend your parcel be sent to an address where there will be someone to receive it between 9am - 5pm. If no one is at your specified address when delivery is attempted, Australia Post will leave a card directing you to a local post office for collection. Please ensure prompt pick up to avoid the goods being sent back.

Please note: During promotional and peak periods, please allow up to 5 business days for your order to be processed before shipping - this may cause a delay in your order being received. Deliveries will not be made to post office boxes (PO BOX).

INTERNATIONAL SHIPPING
All orders are in Australian dollars (AUD) and thus processed in AUD.

Maticevski dispatches all orders from our distribution centre in Victoria, Australia. Orders received on aN Australian National Public Holiday (or Victorian Public Holiday) will not be processed until the following business day. If your order is placed over the weekend, it will be processed and dispatched on the following business day. Once your order is dispatched, you will receive an email containing your tracking number.

International orders will have an approximate delivery timeframe of 3-10 business days, depending upon your location. Maticevski delivers all international orders using DHL or its nominated carriers. Once your order is dispatched, you will receive an email containing your tracking number and a confirmation of your order. Deliveries require a signature upon acceptance of your order. If there is no one at the delivery address a calling card will be left and the order will be returned to the depot. This card will have information for you to arrange an alternative delivery time.

International deliveries cannot be delivered to post office boxes, except for the UAE, Saudi Arabia & Fiji.

When orders shipped internationally reach your destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.

Maticevski will not accept any responsibility for delays caused by customs clearance or any other associated processes.

Maticevski cannot be held responsible for any possible duties and taxes, which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees, which may be imposed, will rest solely with the customer. Please contact your local customs offices if you would like to seek more information regarding taxes and duties. To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "merchandise".

Maticevski will not mark international orders as a 'gift' or ‘sample’ due to law prohibitions.

During sale and peak periods, please allow 3-5 business days for your order to be processed before shipping this may cause a delay in your order being received. With all our International Shipping, We have set rates for each region. Please find our shipping quotes for deliveries to you, broken down by weight as well.

Privacy & Security

Security of Information:
Unfortunately, no data transmission over the Internet can be guaranteed as totally secure. Whilst we strive to protect such information, we do not warrant and cannot ensure the security of any information that you transmit to us. Accordingly, any information that you transmit to us is transmitted at your own risk.

We take reasonable precautions to keep your personal information secure. Access to your Personal Information is permitted by our employees, subcontractors or suppliers directly involved in the delivery or sale of a product only on a need to know basis. If the Personal Information that we have about you is no longer needed for the purposes stated in this privacy policy, we will take reasonable steps to destroy or permanently remove your Personal Information.

Software, Security and Cookies are pieces of information a web site can send to your computer's browser for record-keeping purposes. We use cookies to ascertain which web pages are visited and how often, to make our web site more user friendly, and to give you a better experience when you return to the website. Most web browsers automatically accept cookies, but you do not have to accept them. To disable cookies, you should access the "help" tab on your browser or read the information that came with your browser software. However, your visit to our website will be significantly enhanced if cookies are not disabled.

Returns & Replacements

RETURNS & EXCHANGES
We hope you will be happy with your order. However, if for any reason you are not completely satisfied, our returns process is quick and easy to navigate. If you are unsure at any stage contact our E-boutique team on orders@tonimaticevski.com who will be able to assist you.

RETURN POLICY
If you have changed your mind and you are able to provide a valid receipt, we may offer you an exchange or refund provided that the merchandise is in accordance with our return guidelines.

- Refunds will be given using your original payment method.
- Please note you can only exchange items for a different size, based on stock availability.
- If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase the new item separately.
- If you wish to exchange an item please email us at orders@tonimaticevski.com as soon as possible to reserve your size.
- Refunds are at Maticevski’s discretion and we reserve the right not to offer an exchange or refund for change of mind.
- Items must be returned unused/unworn and with all designer garment tags still attached with original method of attachment intact.
- All original packaging and labelling must be returned in good condition.
- Sale items may NOT be returned or exchanged unless they are faulty.
- Shipping and handling charges are not refunded unless the original item was incorrect or faulty.
- Returns that are damaged or soiled will not be accepted, and may be sent back to the customer and/or a refund refused.

REFUNDS
Please notify us of your intent to refund within 7 days of the receipt of your order via email, please contact us via email at orders@tonimaticevski.com. We are happy to offer a refund for items that are then returned to us within 7 working days of your notification to refund, and in line with our returns policy. All original packaging, labelling and tags must be returned in good condition also. Sale items may not be returned or exchanged unless they are faulty. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.

Refunds may only be requested by the person who originally placed the order. Refunds will be processed via the original payment method, excluding shipping costs within 10 days of our distribution centre receiving the returned goods. Card refunds can take up to 10 working days to be processed by your bank. This varies greatly between card issuers, and unfortunately we are unable to influence this. Please note that goods must be returned in perfect condition, and in their original, undamaged packaging along with a completed Returns Note. Maticevski will only accept returned goods from our E-boutique, we do not accept or process any items that have come from one of our authorized retailers/stockists.

EXCHANGES
If you would like to exchange an item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same style/colour, subject to availability. To ensure you don’t miss out on the piece you are after, we don’t offer merchandise exchanges in the traditional sense due to the exclusive nature of our stock. If you wish to exchange an item please email us as soon as possible to reserve another item. If you are in doubt about your size please refer to the size conversion and measuring chart

FAULTY GOODS
Goods are (deemed) faulty if they are received damaged or improperly manufactured. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Items that have been incorrectly laundered or pressed contrary to our recommended care instructions are not accepted as faulty. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same style, subject to availability. To ensure you don’t miss out on the piece you are after, we don’t offer merchandise exchanges in the traditional sense due to the exclusive nature of our stock. If you wish to exchange an item please email us as soon as possible to reserve another item. If you are in doubt about your size please refer to the size conversion and measuring chart. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a refund. All original packaging and labelling must be returned in good condition also. Sale items may not be returned or exchanged unless they are faulty. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.

If at any time you have any questions at all, please email orders@tonimaticevski.com

COLOURS
We have made every effort to display as accurately as possible the true representation of colour/s of our products that appear in our E-boutique. Computer monitors can vary and therefore we cannot guarantee that your monitor's display will be completely accurate.

CANCELLATIONS
Your Maticevski order cannot be cancelled. It is not possible to cancel your order once it has been placed and we have started to process it. Due to our rapid response time you will most likely need to return the piece/s you ordered if the goods show up as shipped and apply for a refund, We aim to refund you within 30 days but in practice you will receive a refund within 10 days of receipt. If you card issuer has not sent you a refund within 30 days, please contact us via email at orders@tonimaticevski.com

Ordering

Select the size you require and click 'ADD TO BAG'.
Make sure you are shopping from the correct country. To do this, check the location shown on the top right corner of the website Continue shopping and add items to your shopping bag or go to 'PROCEED TO CHECKOUT'.
Review the products in your shopping bag and then enter your shipping and payment details.
Once you are ready to proceed, click 'PURCHASE NOW'.
We'll send you an order confirmation email detailing your purchases Payment will be deducted when your items are on their way to you.
Please note if you have added something to your shopping bag, it is not held. this means other customers will be able to purchase it. To avoid disappointment ensure you check out and complete your purchase promptly.
To avoid any potential delays to your order, please make sure:
The billing address matches the address on your card statement.
The cardholder's name is written as it appears on the card.
Your contact details are accurate so we can contact you if necessary.

Payment, Pricing & Promotions

Payment methods accepted PayPal, Visa, American Express and MasterCard credit and debit cards. Payment methods NOT accepted Cheque, Money Order, COD. Please note when converting prices to another currency or when an item is charged to a credit card, a slight price variation of between 2% to 5% may occur due to fluctuating exchange rates and credit card company charges. The international conversion rate displayed on our website is just an average/guestimate At Maticevski we will run occasional promotions and sales. During these periods we will offer discounts on selected items. Sign up for our email updates to always be informed about our exclusive promotions and events.

Viewing Orders
One of the benefits of registering for an account is that you can log into your account anytime. Once you are logged in you can ACCES YOUR account history. Any questions?
CONTACT US at orders@tonimaticevski.com or take a look at our FAQ'S page.
Updating Account Information

You can log into your account anytime. Once you are logged in you can change your:
Password
Email address
Delivery address
Payment details and also look up your current orders and you account history
Any questions? Get in touch by email orders@tonimaticevski.com or take a look at our FAQ page.