FAQs - Frequently Asked Questions

Returns & Exchange Shipping & Delivery My Account Online Ordering Payments Gift Registry

Returns & Exchange

Do you offer price match?

We have developed a competitive price match policy for our range. Please visit our Price Match Policy page for more details.

How many days do I have to return a product? What is your return policy?

Returns accepted within 10 days after the customer has received the good and are subject to approval by Motherworld. Please visit our Return And Exchange Policy for more details.

I changed my mind after placing the order. What do I do?

If you simply ordered the wrong item online, then Motherworld will be pleased to offer you a refund or replacement product provided:

  • The item is in its original packaging
  • Return postage is at the customer’s expense
  • 10% Restocking fees may apply

Returns for refund or exchange will only be accepted within 10 days after the customer has received the good and are subject to approval by Motherworld. Please note that delivery fees and handling fees are non-refundable unless required by law. New order or exchange are subject to merchandise availability.

We reserve the right to refuse return of any merchandise that does not meet the above return requirements at our sole discretion. Please contact Customer Service by email: customerservice@motherworld.com.au for your return instructions.

I received faulty or damaged good in the parcel. What do I do?

In the event that you receive faulty or damaged goods, please contact Customer Service by email: customerservice@motherworld.com.au for your return instructions. We will refund or exchange the purchase price of merchandise in its original condition as stated in our Return And Exchange Policy and only if its accompanied by the original invoice. Please note that returns for refund or exchange are subject to approval by Motherworld. Return costs will be paid by Motherworld.

How do I exchange or return an item?

In order to return or exchange an item, please contact Customer Service by email: customerservice@motherworld.com.au for your return instructions. Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.


How long does it take for a refund to be issued?

Once your returned item has been received and assessed at our warehouse, we’ll process the refund usually within 7 to 10 working days. Please allow 3-10 business days for refunds to be received to your original form of payment once processed. We will send you a notification once refund has been processed.

Are delivery charges refundable?

Original shipping charges incurred at the time of purchase are non-refundable.

Can I return on sale items?

On Sale items cannot be returned. Faulty items excepted.

How are refund payment credited?

Please note, all refunds will be made to the original credit card used to purchase the goods. We will process payments as soon as possible, usually within seven (3-5) working days.

This policy operates in addition to your statutory rights for returns of faulty goods.

Shipping & Delivery

How quickly should I expect my order?

FAST POSTAGE. Where possible, we generally dispatch same day if item is bought before 2pm AEST on a business day. Otherwise, items are posted within ONE business day of purchase. The delivery time is generally 3-4 business days in Australia. In some cases, like regional areas, it may take more than 7 days. If you feel your delivery is taking longer than expected, please contact the carrier or email us at customerservice@motherworld.com.au. We will notify you if there is any issue delaying the dispatch of your item due to your instructions or colour/size choice etc.

Important Note:

  1. Please note delivery times are just an estimate provided by Australian Post and StarTrack.
  2. Insurance is not provided unless specified.
Can I pickup my item?

Sorry, pickup is not available.

What is the shipping methods and costs?

Generally, all domestic deliveries (within Australian) are posted via Australia Post or StarTrack. Please note motherworld.com.au may select any of these two or other carrier service at our discretion.

Being a bulk buyer, we get the best shipping rates from our carrier which we offer to our customers. You may enjoy our free shipping throughout Australia on all orders over $150.

Do you deliver to PO Box addresses?

Yes, we do. Post Office Box delivery addresses are accepted. However, preferred delivery is residential and business addresses.

My package has arrived, but it is damaged?

Please email us customerservice@motherworld.com.au within 2 working days and we will endeavor to sort this out for you. We will determine if the parcel was damaged during transit in which case will raise this with the postage carrier and keep you posted.  

Please note: motherworld.com.au are not liable for damaged, lost or stolen property caused by the transport company.

What if the item I ordered is out of stock?

Usually out of stock will be shown sold out on the website. However, in case of item going out of stock after sale or due to being found faulty/damaged etc., we will notify you of this by phone or email and ship to you as soon as possible, usually within 7-28 days depending on the supplier.

I want my item to be sent via Express Post!

Sorry, we do not offer express post at this stage.

Can I track my order?

Once your order has been dispatched, an email will be sent with your parcel tracking number to check the status of your delivery.

What if I missed the delivery (undelivered parcels)?

If delivery of a parcel cannot be made, the driver will leave a delivery card at the nominated delivery address. To collect the parcel the delivery card must be presented with a form of photo ID, and parcels must be collected within 10 business days from the date it is received by the local post office. If an undelivered parcel is not collected within 10 business days, it will be returned to us and you will be notified via email. Redelivery is charged at an additional shipping cost. In case of a refused delivery, customer will be responsible for return postage.

I have received a dispatch email for my order but it is now over 10 days since it was sent and I have still not received my order, what can I do?

Please check your tracking number online and this will give you the status of your parcel.

https://startrack.com.au/track/search OR https://auspost.com.au/parcels-mail/track.html#/track

It may be that Australia Post or Startrack has tried to deliver and have been unable to do so, possibly as they were unable to locate your address. If you find that your tracking number shows no attempt has been made to deliver your goods or that they have been delivered but you have not received them then please email us immediately at customerservice@motherworld.com.au and we will investigate the matter with the courier and attempt to offer a solution as soon as possible.

Will my item come in a certain type of packaging?

This will depend on the order; large items will nearly always be shipped in the branded original box but smaller items or multiple items may be shipped in a box that has been recycled in our warehouse and may not contain the item that appears on the branded packaging.

I am buying more than one item; will they all be delivered together?

Where possible we always try and ensure that all items purchased from us are dispatched at the same time. If for some reason this is not possible, you will be advised by email. The number and size of the items ordered will depend how they are packed and how many parcels you will receive.


How do I open an account at motherworld.com.au?

Go to My Account, which is located on the top right-hand side of the page. Click Create Account and fill in your details as requested before clicking ‘Submit’. Registration should now be complete and you should receive a confirmation e-mail to the email address you registered with.

How do I change my account details?

Go to My Account and sign into your account using your email address and password. Click ‘Account Details' and update the details, remembering to 'Save Changes'. For security purposes, we may request further information to verify your identity.

I am having trouble logging into my account?

If you forget either your login name or password, please visit My Account, select Sign in and then Forgotten Password. We will email you a new password. For security purposes, we may request further information to verify your identity. If there is any other problem with your account, please write to us via Contact Us page.

How do I add an item to my wishlist?

Our Wishlist service allows you to select items you like and place them in a list. This list can be saved or shared with friends and family (a great idea for those wishing to buy gifts). To create a new Wishlist, you need to create an account with a login name and password. You will then be able to add any product to your Wishlist.

How secure is my personal information?

All information submitted to our website is secure. Please refer to our Privacy Policy for more details.

Online Ordering

How do I order online?

To make a purchase online, simply browse through our items and once you have made your selection, click on the ‘Add to Cart’ button which will place each item you wish to purchase into your Shopping Cart and you can continue shopping. Click on ‘Buy It Now’ to head to the shopping cart and complete the transaction. Once you are ready to finalize your order, click on the ‘Checkout’ button inside your Shopping Cart and follow the prompts to complete your purchase. You will need to log into your account here. You may choose to make purchase as a guest.

How do I find a specific item?

If you know exactly what you are looking for, you can search our online store by product category under the Shop menu. Once you have selected your desired category, you can filter the listings further using the options on the left of the page. Throughout the site, there is also a search function in the top left-hand corner, which can be used to look for products using keywords.

How will I know that Motherworld has received my order?

We will send an order acknowledgement email within 24 hours. Please Contact Us with your order details provided at the time of ordering if you do not receive this email. Please note this is not an acceptance of your order. Your order is not accepted by us until you have received an email from us confirming that the order has been shipped.


Are your prices in Australian Dollars (AUD)?

Yes, all pricing is in Australian Dollars.

My computer froze while processing payment. How will I know that my payment went through successfully?

Generally, all successful transactions will receive a confirmation email within an hour of purchase. If you have not received confirmation via email, please try placing your order again. Alternatively, contact the Customer Service Team to confirm the placement of your order.

What payment method does motherworld.com.au accept?

We accept:

  • Visa
  • MasterCard
  • PayPal
  • Afterpay
  • Zip Pay
  • Motherworld Gift Vouchers

Gift Registry

From birthday, housewarming parties to weddings, celebrating these extraordinary moments with the people in our lives should be fun. Isn’t it? Finding a gift to bring to those occasions is not always so enjoyable. This can be an overwhelming looking for the right gift for the right occasion. Let’s not put your family and friends through this hassle. We have a better way for this. Motherworld allows you to choose your gift ideas from our catalogue. Take advantage of our Gift Registry and let your guests know what you want. Yes, it's as simple as sharing a link.

How do I create a gift registry?

It's easy! To create your gift registry on our webstore, follow these simple steps –

  1. Log into your Motherworld account and go to the Gift Registry page and create a registry by filling up the required details.
  2. Now you are ready to browse through our range of products. Simply select the products you want and add them to your registry by clicking ‘Add to Gift Registry’ button.
Do I have to pay for a Gift Registry?

Gift Registry is free to create. There's no charge to create an account or to make and share Wishlists.

How do I share my gift registry with my friends?

Once you have created your Gift Registry, you will get a registry ID number. Your guests will be able to search for the Gift Registry by this registry ID, your name or your email address. You will also be able to share the Gift Registry with your guest.

Can I manage my registry online?

You can view and manage your registry from the Gift Registry page once you log in.

How often does my gift registry get updated?

The gift registry gets updated immediately. To check the status of your gift registry log into your account and then go to gift registry page to see your updated list.