Returns Information

The information on this page is only applicable for purchases made via our online store.    All other items purchased through our stockists must be referred to original store.  If in doubt please contact our customer service team and we will gladly assist you with your enquiry.

Refunds and exchanges are only completed for manufacturing returns. All other exchanges are completed in the manner of a store credit. If you are not happy with your purchase we offer a store returns credit (excluding shipping costs) to your account within 21 days of package delivery. For a store credit to apply the below strict returns requirements must be met.

If your return meets our eligible criteria and would like to order a different range mitt, return your merchandise as soon as possible and we will issue you with a store credit. Store credits can be then used to order an alternative product.

Returns requirements                   

• Must obtain returns authorisation (RA number) from our office prior to return
• Must include proof of purchase
• Merchandise must be returned within 21 days of customer receiving the order
• Mitt must not be unused, unwashed, unstained, and unperfumed
• All packaging and brochures (not including tissue wrapping or external wrapping paper)
• Any discontinued lines cannot be returned
• Faulty returns need to be notified to our office for approval prior return

Returns within Australia

1. Obtain Returns Authorisation (RA) number from hello@mittenbody.com/2019

2. Download and print the return form below

3. Complete the form and enclosed with the item being returned including original proof of purchase – record RA number on the form

Note: If you do not have access to a printer you may also enclose the original tax invoice received with your parcel.

Without either we may not be able to identify the return under your account.

4. Enclose merchandise into the waterproof satchel. If returning item using the mitten delivery satchel, ensure the original delivery sticker is removed or fully covered to avoid delays or non-return of parcel.

5. Select a returns shipping method – Mitten is not responsible for the cost of returning shipping.

IMPORTANT NOTE: We strongly urge to use shipping with tracking. If parcel is lost in transit and not traceable back to our office, we will not be able to honor the return.

International Returns

International customers must notify Mitten customer service via hello@mittenbody.com/2019 within 14 days of receipt of order.

All orders must be received back into our warehouse within 21 days of original order received by shipping company.

*Item received after this date may not qualify for a return and a credit may not be issued for the credit.

*Shipping fees are non-refundable and we do not supply returns labels. All returns are at customers expense.

*Faulty Items – Approval must be obtained prior to return – Mitten will not be liable for any faulty items returned prior to office approval.

Steps for Returns

1. Obtain Returns Authorisation (RA) number from hello@mittenbody.com/2019

2. Download and print the return form below

3. Complete the form and enclosed with the item being returned including original proof of purchase – record RA number on the form

Note: If you do not have access to a printer you may also enclose the original tax invoice received with your parcel.

Without either we may not be able to identify the return under your account.

4. Enclose merchandise into the waterproof satchel. If returning item using the mitten delivery satchel, ensure the original delivery sticker is removed or fully covered to avoid delays or non-return of parcel. Mitten is not responsible for the cost of returning shipping.
5. Complete a Customs Declaration Form and affix onto parcel with a heading of ‘RETURNED GOODS’ failure to do so may cause parcel to be help up in Australian Customs and customs duty fees applied. We cannot accept any items declared as gifts. Any fees charged by Customs will be charged back to the customer. If the fees are not paid Australian Customs Department may return your parcel back to you.
6. Select a returns shipping method – Mitten is not responsible for the cost of returning shipping.IMPORTANT NOTE: We strongly urge to use shipping with tracking. If parcel is lost in transit and not traceable back to our office, we will not be able to honor the return.

How long will it take for my return to process

Domestic returns generally take between 2- 7 days and International returns up to 21 days.

Once your order has been received at our warehouse you will be notified via email. Returns may take up to 5 days to be processed.

A confirmation email will be sent once it is completed.

Faulty Returns

Mitten team conducts a thorough a check of all items prior to dispatching to customers. However, if you find a manufacturing fault please email our customer service team at hello@mittenbody.com/2019 with the title Faulty Returns within 48hours of receiving your item to obtain authorisation prior to returning. Our team may request a photo of the image first. We will not be liable for applying credits for parcels returned back to our office prior to obtaining authorisation.

If an item is used though it shows signs of a fault, we may deem that the customer has accepted the item in good condition it was received and the item may no longer be eligible for refund or exchange.

Items received as faulty by our company will be inspected immediately and a confirmation email of outcome will be sent within 5 days.

Goods are deemed faulty if:

• The goods are damaged when the customer receives them
• The goods show a distinct manufacturing fault

*Items damaged in the process of trying it on will not be refunded or exchanged.

*Items that have been attempted to be repaired by customer will not be accepted for return.

Incorrect Orders

If you have received an incorrect order contact our office immediately to request authorisation to send back to us. We will only honor incorrect orders when authorisation is provided from our office. Please complete the returns form when emailing our office with your enquiry and our customer service team will contact you with a solution.

Refunds

Refunds are only completed for manufacturing returns. Any approved refunds will be credited back to original form of payment.

If paid by credit card it will be credited back to the same credit card. If paid via Paypal will be credited back to Paypal account.

*We cannot refund or exchange any items purchased through our stockists or partners. All items must be returned to original place of purchase.

*Giftcards, e-Vouchers, Credit Notes are non-refundable. If an item is returned that was originally purchased using either of these a reversal of will be processed.

Credit Notes and Gift Cards

• All store credits are valid for 12 months
• Store credits cannot be used to cover postage costs
• Once a store credit has been applied it cannot be changed to a cash refund

Cancelling Your Order

We aim to pack and ship out your order as quickly as possible. If you need to cancel your order, please email hello@mittenbody.com/2019 within 24hours. We endeavour to do our best to accommodate for the cancellation of your order however if we have already dispatched the order we cannot  guarantee that it will be possible.