FAQ
Orders
Below are some of our common questions about orders
Every garment on our website is in the process of being hand-measured and tested by our team to ensure you purchase the right size every time.
If your item hasn't yet been updated please contact us and we will send the measurements directly to your email as quickly as we can.
If your order has not yet been picked and packed you are able to request a cancellation. You will be issused with a gift card for the value of the item or items. As this is change of mind we can not offer a refund. This is the same for a pre-order item. If you have any queries please reach out either at hello@lovemoi.com.au or our Chat with us option.
We will do our best to help you with any changes. For the best success please contact us within the hour so we can make this happen. This included changes to postal details or special instuctions. If you place your order over the weekend or a public holiday we will respond to your email next working business day. Although we will make every endevour to assist there may be circumstances that we are unable to assist and are not limited to due to busy sale periods and events beyond our control.
Unfortunatly at this time we are unable to offer a purchase or collection from Head Office option. As we continue to grow we can't wait to be able to meet you in person, so watch this space!
In most circumstances it is more than likely that you have entered your email address incorrectly or it has been sent to your spam folder. please email hello@lovemoi.com.au with your name and order number after checking this. Our team will amend this for you as soon as possible to ensure you receive all tracking updates.
This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.
SHIPPING AND RETURNS
Orders received before 3pm AEST are processed the same business day, Monday to Friday, excluding public holidays in Queensland, Australia.
However, there can be unexpected delays, especially in peak periods or after sales so your patience and understanding is appreciated.
If you are located within Australia we give Australia Post ATL (Authority to Leave). You will receive an option prior to delivery by the postal company if you prefer the item be taken to a local post office. Please note if there is no safe place to leave your parcel the postal company will likely take your parcel to a local post office.
If you are international you will need to sign for your parcel, unless you give your countries postal service ALT (Authority to Leave).
It's frustrating when you've been counting on a arrival date and your parcel has still not arrived.
Within Australia? Keep a close eye on your tracking as 3 business days may be added to the original arrival date, Australia Posts rules not ours*
You will be able to track your parcels via: https://auspost.com.au/mypost/track/#/search
Outside of Australia? Again we advise keeping a close eye on the tracking we provide but it is also a good idea to put your tracking into your countries postal service link to receive faster updates. It is worth noting that customs delays can add up to 5-10 business days to a standard or express post order so please allow for this. But of course reach out with any queries at any time!
Australia Express Metro: 1-3 business days estimate only
Australia Express Rural: 2-3 business days estimate only
New Zealand Express: 2-3 business days estimate only
International Express: 4-5 business days estimate only
Please note that these time frames are an estimate provided by a postal company, there may be delays due to weather, or delays within the postal company itself that we may be unaware of. Customs may also add a day or so while your parcel is waiting to be cleared.
Returns
Below are some common questions about our return policy
In the first instence please contact us
Unfortunatly items returned without conact will be returned.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return and return the item to us in the timeframe. We suggest you try on your items as soon as possible to ensure you are able to return in the timeframe. If we receive your item after the 14 days, it will be returned to you at your cost.
Absolutely!
We want you to be completely satisfied with your purchase from us. If you change your mind or its not the right fit you will be able to return for a store credit by means of a gift card subject to the following conditions.
Items must be returned in original packaging and unworn and in original condition. Void of any beauty or make up products, animal hair, odors or scent of any kind. The items must be unwashed, unaltered and with their tags.
Not part of the Final Sale Collection.
Returned within the 14 day timeframe.
We are so sorry! We do our best to check over all garments upon arrival and prior to dispatch but sometimes things are missed. Please email images of the damage to us at hello@lovemoi.com.au you may also return the items along with a completed returns form explaining the outcome you would prefer, refund, credit note, or replacement.
Our returns department will take your request into consideration but will need to follow the required steps in processing this.
If your item is deemed with a major manufacturing fault (something that happened when the item was being made) you will have the option of a refund. For items that have minor faults such as loose threads, a loose button or something that can easily be mended you will receive a credit note or option of replacement.
We have tried our best to show and describe each item as accurately as possible. Lighting and technology can sometimes show a variation in color; when this happens, it is beyond our control. If you are unhappy with the color of your item please return to us for a credit.
This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.
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