Signature Pack

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

• Items must be returned within 30 days after your purchase date. 
• We will need to receive the items back unopened, unused and in the original packaging for change of mind, ordered incorrect item.
• Gift cards/vouchers purchased can not be returned and are not redeemable for cash unless faulty.
• Shipping on Refund returns is at the cost of the customer and is deducted from the refund. For returns processed through the returns form below, the customers will pay for their shipping and receive a full refund of their item(s). Shipping is charged at a flat rate of $9.60.
• Items bought on sale or with the use of discount code will be refunded at the price paid after discount.
• Orders placed with gift cards will have the full amount refunded with a voucher, the gift card will not be reinstated, unless returned via our returns form.

To start a return, you can contact us at contact@mutoface.com.au.
Please note that returns will need to be sent to the following address:
62 Frenchs Forest Road East, Frenchs Forest NSW 2086

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@mutoface.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@mutoface.com.au.

All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

While we do our best to ensure timely delivery of all orders, please note that shipping delays may occur due to unforeseen circumstances such as weather, natural disasters, or carrier delays. We appreciate your patience and understanding in such situations.

Domestic Shipping Rates 

We offer a flat rate of AUD 7.5 for shipping to Australia. 
Free shipping for orders over AUD 80. 

Shipping From Korea (Out of Stock in AU)

If the item is out of stock in Australia, it will be shipped from Korea.
The shipping period is 4-9 days, and it will be delivered via FedEx or YSL.
The shipping fee will be the same as the domestic shipping rate. 

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at contact@mutoface.com.au with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
Please view our return information page here.

In the event that your order arrives damaged in any way, please email us as soon as possible at contact@mutoface.com.au with your order number and a photo of the item’s condition.

We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at contact@mutoface.com.au.