FAQ Page

Refund & Resolution Policy

At MTFAB, we take great care in ensuring your order arrives in perfect condition. If your item is damaged upon delivery or lost during transit, we will do everything reasonably possible to resolve the issue before issuing a refund. This may include sending a replacement item, working with our delivery partners to locate lost parcels, or providing store credit as appropriate.

Please contact us within 7 days of receiving your item (or expected delivery date for lost parcels) with clear photos and details of the issue so we can assist you promptly.

Please note:

Refunds or exchanges are not available for change of mind or if the incorrect product/colour was ordered. However, we’re happy to discuss alternative solutions that may better suit your needs, such as exchanges (where possible).

We are committed to ensuring your experience with us is a positive one and will always strive to find a fair and timely solution.

 

Shipping Policy

All of our products are custom made to order in the colour preference you select at checkout. As each item is carefully crafted by hand, please allow approximately 2–3 weeks from the date of purchase for your order to be completed and shipped.

Once your order has been shipped, please allow 7–10 business days for delivery. Shipping times may vary depending on your location and courier services.

As a small business, we are actively working to build stock levels up in popular colours to help reduce wait times and get your order to you as quickly as possible.

If you have any concerns or would like an update on the status of your order, please don’t hesitate to reach out to us at admin@mtfab.au — we’re always happy to help!