Returns & Exchanges

Mòco Studios offers returns and exchanges within 7 days from the delivery date for eligible items purchased directly through mocostudios.com.au.

As Mòco Studios operates exclusively online, all returns and exchanges must be requested and processed through our online returns process. We do not currently operate a physical retail location and returns cannot be made in person.

Please note that items purchased through any website, retailer, marketplace or third party other than mocostudios.com.au are not eligible for return or exchange through Mòco Studios. In these circumstances, please contact the retailer from which the item was originally purchased.

Online Returns

You may request a return for one or more eligible items purchased from Mòco Studios within 7 days of receiving your order.

To request a return:

1. Complete the Mòco Studios Return Form within 7 days from the delivery date of your order.
2. Once your return request has been reviewed, you will receive return instructions by email.
3. Carefully fold and package the item(s) in their original packaging where possible, or another secure and suitable package.
4. Send the item(s) to the return address provided in your return instructions.

Unless the item is faulty, damaged or otherwise covered by your rights under the Australian Consumer Law, return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked postal service. Mòco Studios is not responsible for change-of-mind returns that are lost or damaged in transit.

Return Conditions

To be eligible for a change-of-mind return or exchange, all items must be returned in their original condition.

Items must be unworn, unwashed, unaltered and undamaged, and must be free from makeup, fake tan, perfume, deodorant, pet hair or any other marks or signs of wear.

All original tags and labels must remain attached and intact. Items should be carefully folded and returned in their original packaging where reasonably possible.

Mòco Studios reserves the right to decline a change-of-mind return or exchange where an item does not meet these conditions.

Exchanges

Mòco Studios accepts exchange requests within 7 days of receiving your order, subject to the item meeting our return conditions and the requested replacement being available.

To request an exchange, complete the Mòco Studios Return Form within 7 days of delivery and select the exchange option. Your exchange request is considered initiated once the form has been successfully submitted.

Many Mòco Studios pieces are produced in very limited quantities. For this reason, we cannot guarantee that another size, colour or replacement item will remain available by the time your exchange is processed.

If the requested item is sold out or otherwise unavailable, we will be unable to complete the exchange. In this circumstance, you may instead receive a refund to your original payment method, provided the returned item meets the conditions of this policy.

Exchange items are not reserved or held while your return is in transit. Availability is assessed when your returned item is received and your exchange is processed.

Unless otherwise required under Australian Consumer Law, customers are responsible for the cost of returning an item for a change-of-mind exchange.

Sale & Final Sale Items

All items purchased on sale, at a reduced price or as part of a promotional markdown are considered Final Sale.

Final Sale items are not eligible for change-of-mind returns, refunds or exchanges. Please choose carefully when purchasing sale items.

This Final Sale policy does not exclude or limit any rights you may have under the Australian Consumer Law where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

Refunds

Once your return has been received, it will be inspected to ensure that it meets our return conditions. If approved, your refund will be issued to the original payment method used to place the order. Please allow additional time for your bank or payment provider to process the refund after it has been issued.

Original shipping charges are not refundable for change-of-mind returns.

Mòco Studios is unable to issue refunds to an alternative payment method.

Faulty, Damaged or Incorrect Items

If you receive an item that appears faulty or damaged, an incorrect item, or an item that you believe is materially different from what was advertised, please contact Mòco Studios as soon as reasonably possible.

To help us assess the issue efficiently, please provide your order number together with clear photographs or videos showing the issue.

Where an item has a problem covered by the Australian Consumer Law, you will be entitled to the remedy required by law. Depending on the circumstances, this may include a repair, replacement or refund.

Where applicable, Mòco Studios will also cover or reimburse reasonable return shipping costs as required under Australian Consumer Law.

Evidence Submission & Verification

All claims relating to faulty, damaged or incorrect items should be supported by clear and accurate photographs or videos where reasonably possible.

Mòco Studios reserves the right to assess evidence submitted as part of a return or fault claim. Where we reasonably believe that photographs, videos or other evidence have been altered, manipulated, artificially generated or otherwise digitally modified in a way that misrepresents the condition of an item, Mòco Studios may request additional evidence and/or require the item to be returned for physical inspection before determining the appropriate outcome.

Where a claim is found to be fraudulent or the evidence does not accurately represent the condition of the item, Mòco Studios may decline a remedy to the extent permitted by law.

Nothing in this section limits any rights or remedies available to you under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns & Exchanges Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

Contact

For questions regarding a return, exchange, refund or your order, please contact Mòco Studios at studiosmoco@gmail.com.

Mòco Studios · Melbourne, Australia · mocostudios.com.au