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FAQs

How is my data and information used and protected?
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Mette Collections uses Secure Socket Layer (SSL) technology to ensure that your shopping experience is safe and simple. SSL encrypts and protects the data you send to us over the internet.

Any personal information you disclose to us is managed with the strictest confidence in accordance with our Privacy policy.

Do you ship outside Australia?
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We currently ship to customers in Australia and New Zealand only.

What if I am not available for delivery?
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Upon dispatch, you will receive a tracking link to follow the progress of your shipment.

If a receiver is not home to sign for a parcel, it will either be delivered to a nearby location for collection, made available for re-delivery or returned to our headquarters.

Note: Mette Collections delivers to physical street addresses in Australia and New Zealand. Mette Collections does not currently ship to post offices, PO boxes, locked bags, parcel lockers or parcel collect locations.

Are prices in Australian dollars?
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All our prices are in Australian dollars (AUD) and include the goods and services tax (GST) for local customers.

For Australian customers, all applicable import duties and taxes have already been applied to the price of the goods as displayed on our website.

For New Zealand customers, further import duties & taxes may be payable. Please refer to our Shipping & Returns policy for details.

What payment methods do you accept?
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We accept VISA, Mastercard, AMEX and PayPal payments.

What are your shipping rates?
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To ensure the best shipping rates and experience for our customers and the environment, we use door-to-door parcel delivery shipping services provided by Sendle. All Sendle deliveries are 100% carbon neutral.

Shipping is complementary for most metropolitan areas in Australia for orders $130 and over. Any applicable rates are calculated based on weight, dimensions and destination of the items contained in your order. Mette Collections offers shipping rates either less than or equal to the shipping costs we incur.

I didn’t receive an order confirmation?
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Email confirmation should arrive within a few minutes of placing your order. If it hasn’t arrived and you’ve checked your Junk folder, please email us at enquiries@mettecollections.com.au.

We’ll verify that your order has been properly processed and manually respond with confirmation.

When will I receive my order?
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In general, delivery times from the date of dispatch are as follows:

•  Melbourne: 1 business day

•  Sydney: 1-3 business days

•  Adelaide: 1-3 business days

•  Canberra: 2-4 business days 

•  Brisbane: 2-4 business days

•  Hobart: 3-7 business days

•  Perth 5-7 business days

Note: Deliveries to regional Australian addresses may increase transit time up to 2-4 business days.

In general, shipments to New Zealand arrive within 4-6 working days from the date of dispatch. Note: Deliveries to regional New Zealand addresses may increase transit time up to 2-4 business days.

Mette Collections does not provide delivery time guarantees.

How do I change an order I’ve already placed?
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We want you to love your selection, so if you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our Shipping & Returns policy.

For change of delivery address requests, we can change the address at any time before the order has been dispatched. Once an order has been dispatched, we are unfortunately unable to change the delivery address.

For further detail, please refer to our full Shipping & Returns policy.

What if there is an issue with my order?
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If you do not receive your order within the forecasted delivery time, please contact the shipping provider in the first instance. If it is found that your order is lost in transit, please contact us so that we can investigate. For further detail, please refer to our full Shipping & Returns policy.

If you find that your parcel is damaged in transit, please refer to our Shipping & Returns policy and contact us at enquiries@mettecollections.com.au or (03) 9191 7861.

What are your refund and return policies?
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Mette Collections will happily accept returns due to change of mind, if a return request is received by us within 7 days of receipt of item, with items returned in their original packaging, unused and in resalable condition.

For further information regarding refunds due to change of mind, or for full details related to returns due to defect, please refer to our Shipping & Returns policy.

For returns due to change of mind, customers will be required to arrange return shipping at their own expense. Once returns are received and accepted, refunds for returned goods will be processed. Email notification will be made once this process is complete. Note: in such cases, Mette Collections will refund the value of the goods returned but will NOT refund the value of any shipping paid.

For returns due to defect, please refer to our full Shipping & Returns policy.