Shipping & Returns

Thank you for choosing to buy from a small family run Australian business. Your support really means a lot to us and the other Australian business we engage for our products.

Master & Dame are both wool product sellers and farmers who live in a rural area. We may sometimes be tied up with farming tasks like shearing for example. This being said, your business is very important to us and we will be making every effort to have your item dispatched to you as soon as we possibly can. We endeavour to have parcels shipped between 24 and 72 hours.

Because we don’t have dedicated warehouse staff for packaging and delivery, so as not to disappoint, at present Master and Dame only ship items via standard delivery in Australia for website online sales.

However –

If you are interested in having products shipped internationally or live locally to our Perth hills and are interested in delivery then you can contact us before you place an order and we can look into these possibilities for you and give you quotes and more information.

Shipping Costs

  • Standard shipping in Australia (or local delivery within 30km) is free on orders over $250AUD

  • For orders under $250AUD standard postal delivery is flat rate of $15.

  • Local area delivery can be arranged and quoted by prior consultation.

  • Shipping and delivery prices and policy may be subject to change in the future, Please check policy for updates.

  • At Master and Dame we may use either Australia Post or Carrier delivery services to ship your order depending on order size and your delivery location.

Delivery Details

Safe place delivery option on orders is the standard unless otherwise requested. We recommend if you have concerns about the security of your delivery that you consider carefully the requested delivery address. If you have specific delivery requirements then please Get in Touch to discuss this with us before placing your order. Master & Dame cannot take responsibility for stolen parcels.

Tracking

You can track your order using the tracking number in the Shipping Confirmation email sent to you once your order has shipped.

Returns Policy

Here at Master & Dame we pride ourselves on quality. Our goods are inspected multiple times before being sent to our customers and we want you to be happy with your purchase.

Fault or Defect

Our products are made with natural fibres and subtle variations in colour and texture are normal and can be expected. If however, you believe that the goods have fault or defect, please contact us immediately through our Get in Touch page or by email to discuss and allow us to assist with your warranty claim. Master & Dame does not accept responsibility or offer warranty on goods that have not been cared for and/or stored according to our recommendations. This is inclusive of insect damage. Please see and refer to our Product Care instructions.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the products repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major fault.

Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Master & Dame is not responsible for returns lost in transit to us and we will not be able to process a claim unless the item is returned for inspection. We recommend that returned goods be sent via insured, traceable delivery for your protection.

Once we have received and inspected the item and a fault or defect is confirmed, we’ll do everything we can to take care of your replacement or refund as soon as possible. For any further information, please contact us.

Change of Mind Returns

If you have changed your mind, you have the right to return your purchase and receive a refund or exchange if goods remain in unused and resalable condition. Please place a request to return the goods through our Get in Touch page or by email no later than 7 days of receipt of your order. We will be in touch with instruction on return details.

The cost to be returned, with change of mind, are at the customer’s expense. Goods must be in original packaging in a clean, unused, resalable condition and be received by Master & Dame within 21 days of receipt of your order.

We recommend that returned goods be sent via insured, traceable delivery for your protection. We will not be responsible for any goods which we do not receive.

Once the items have been confirmed as suitable for return, we will notify you and process the refund, credit, or exchange. Master & Dame will refund the value of the goods returned but will NOT refund the value of any shipping paid.

Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us in unused and resalable condition within 21 days of receipt, we will not be able to process your return. This includes but is not limited to insect damage.

We do not offer refunds on discounted items however can offer store credit.

If you have any questions regarding returns, please contact us with your order number.

Cancelling or Changing Your Order

If you wish to cancel or change your order or update your address, please contact us with your order number as soon as possible. Orders are generally dispatched within 24-72 hours. Once your order has been shipped, we may not be able to prevent delivery or change your order and our returns policy will apply instead.

It is possible to have your delivery address updated through Australia Post or some courier services once in transit however this is something that the customer must initiate and Master & Dame will not be held responsible for items lost or redirected and mis-delivered through this service.

 

Out of Stock / Store Credit

Whilst every care is made to ensure stock levels are accurate at time of sale there may be a discrepancy that was unaccounted for. As our products are limited production lines due to line batches being unique, we may not be able to replace your item for an identical one, in which case we would offer a refund or a store credit.

If further production is anticipated for that line, we will ask you if you wish to wait for restocking or if you would prefer a refund or a store credit.