Refund policy

Unfortunately, we do not offer refunds* for change of mind, so please ensure you are certain of your purchase before proceeding with your order.

*NOTE: This does not in any way affect your rights as a consumer under the Australian Consumer Law (ACL) and we encourage all customers to be aware of their rights as a consumer under the relevant Australian legislation. 

If you receive an incorrect or faulty item (or experience any other issue with your order), please contact our customer service team directly via hello@moanasmileclub.com so we can resolve it for you as quickly as possible. Returns shipping costs will not be refunded or compensated if you choose to return a faulty or incorrect item via the returns portal. Incorrect items must still be returned unworn, unwashed, unused and with all sizing tags and swing tags attached.

Returns

All returns must be lodged via our online Returns Portal. You can find the link to our returns portal at the bottom menu of our website. All returns must be lodged within 20 days of the date your order is delivered to your address. If you have trouble lodging your return via the portal, please email Team Smile via returns@monasmileclub.com ASAP to avoid your returns window closing.

All returned items must be unworn, unwashed, undamaged, unused, and with all original sizing tags and swing tags attached. For sanitary reasons, please ensure that underwear is worn when trying on pieces. All returned items must be in clean resalable condition, including the original packaging satchel. The Smile Club reserves the right to deny the return  of any item(s) that does not meet the above criteria.

For sanitary reasons - due to the nature of the product and its inability to house a hygiene liner - our Seamless Underwear are ineligible for Return.

Lodging Your Return

When you lodge your return, you may select to return your item(s) for your choice of either a size exchange, or store credit. At this stage, we are unable to facilitate style exchanges. If the size exchange you want is not available, please return your item for a store credit, and our team can advise when the next restock of your item is expected.

Final Sale Items

Please select carefully when shopping during a promotion or from our Sale page, as items that have been reduced more than 10% of the original price are considered Final Sale and will not be eligible for return. This includes items reduced by way of a sale, use of a discount code, or as part of a promotion (such as “buy 2 get 1 free”, Mystery Boxes, etc.). The fact that a particular item has not been specifically marked as “Final Sale” on the product page does not necessarily mean that it is eligible for return, if nonetheless, it has been reduced in value more than 10%. If you receive a faulty or incorrect Sale item, please contact Team Smile directly so we can arrange for a replacement.

Returning Your Items

Please ensure that you take care when folding your items and pack your return securely and safely, and in appropriate packaging to avoid damage. The Smile Club will not be responsible for items that are damaged in transit due to improper packing. If your items arrive damaged or in otherwise unsalable condition due to them being packed unsafely, your return may be denied. We recommend speaking to your carrier if you are unsure what packaging is appropriate for your return’s journey.

Australian Customers: We provide return shipping labels for Australian customers. You will be provided with a printable label upon successfully lodging your return online. Return shipping is facilitated by Australia Post standard shipping. If you have any trouble downloading your return label, please contact Team Smile for assistance. You are welcome to arrange for your own return shipping, however, The Smile Club will not be responsible for items that become lost in transit, if sent without the use of our returns label. The Smile Club will not reimburse any return shipping costs, associated with returns sent without the use of the return label provided. If our label is used, a shipping and handling fee may be charged upon processing of your return.

International Customers: Unfortunately, we cannot provide returns labels for international customers, so please arrange to ship your items back to Smile HQ yourself. As each country has different shipping options and carriers, it is your responsibility as the customer, to be aware of the costs associated with return shipping before placing your order. The Smile Club will not cover the cost of return shipping, and does not provide refunds or compensation for any returns shipped to Smile HQ. 

You are welcome to use any carrier you choose, but we do recommend selecting a shipping service that provides tracking for your return. The Smile Club will not be responsible for any returns that do not arrive safely at Smile HQ, but we do have more ability to track missing parcels down if you can provide us with a tracking number.

In lieu of a returns label, you will be prompted to download an International Return Form.  Please complete this form and include it in your return package, so our team can identify your order, and process your store credit or exchange as efficiently as possible.

NZ Customers: Please be aware that because your return is lodged using the Australian website, the returns portal will falsely prompt you to download a returns label. Please ignore this prompt and arrange for shipping via your preferred carrier. You will not be charged any shipping or handling fees upon the processing of your return. Please ensure that your name and/or order number is printed somewhere on or inside your returns package so that our team can identify your return.

Returns Timeframe

All returns must be shipped within 2 weeks of the return being lodged via our online portal. We understand that delays can occur during transit, so as long as you have proof of shipment before this deadline, your return will still be accepted. Return shipping generally takes approximately 1-2 weeks for Australian customers, and 2-6 weeks for international customers, depending on where you are located.  If you return is taking longer than expected to arrive, please check your tracking before emailing our team.

Once we receive your return, please allow 1-4 business days for your return to be processed by our team. You will receive an email notifying you when your return has been processed and then a further email containing your store credit, or confirming that your exchange has been processed. 

If your return is denied, you will be notified via email and your denied items will be reshipped to you via standard postage within 7 business days. If there is something wrong with an item you have received that might affect its eligibility to be returned (eg. the sizing tag is not attached), please email Team Smile directly. If you wait until after your return has been denied to raise this issue with our team, your return will be denied.


By placing their order, the customer agrees to this returns policy and understands that it is their responsibility to obtain sizing and styling advice before placing their order. Nothing in this policy affects the customer’s rights as a consumer under the Australian Consumer Law (ACL) and we encourage all customers to be aware of their rights as a consumer under the relevant Australian legislation.