Shipping and Returns

Shipping & Returns Policy

Made with care, delivered with care – here’s how we handle shipping and returns.

Shipping

We currently deliver within Australia only. We ship Australia-wide using Sendle and Australia Post. Shipping rates are calculated at checkout and may vary based on your location and order size.

• Order Processing Time: Orders are packed and dispatched within 1–5 business days of being placed.

• Tracking: You will receive a tracking number via email once your order has been shipped.

• Delivery Timeframes: Standard delivery typically takes 2–6 business days from dispatch, depending on your location. Remote or rural addresses may require up to 2 weeks for delivery. 
  

• Delivery Address: Please ensure your delivery address is correct at checkout. We are not responsible for orders shipped to incorrect or incomplete addresses.

Please note: Express Post is unavailable due to our rural location. Express Post has not been shown to reduce delivery timeframes from our dispatch point.

Local pick up from Byron Bay

We offer free local pick-up on Wednesdays and Thursdays between 10:30am and 4pm from our warehouse in the Byron Bay Industrial Estate. If you can’t make it during those hours, feel free to contact us – we’ll do our best to arrange an alternative time.

Once your order’s ready, we’ll send you a confirmation email with the details for collection.

Returns & Refunds

Damaged or Faulty Items

If you have received a Lematch Product which you believe is faulty, please contact us at accounts@lematch.com.au within 7 days of delivery to arrange a refund or replacement.

• Please include your order number and clear photographs of:

  • The damaged item(s)

  • The packaging (especially if damaged)

  • The shipping label

Where Goods are faulty, Lematch may (at its sole discretion): 

a)         refund the Price paid for the Goods (including a partial refund); or

b)         replace the Goods.

Our Customer Support team will respond to your enquiry to discuss next steps. We do not provide a refund for change of mind. Goods returned without prior approval from our Customer Support team will not be accepted (for health and safety reasons) and we may not be able to respond to any returns enquiry submitted through any channel other than the following email address: accounts@lematch.com.au.  

Refunds

Refunds (if approved) will be processed to your original payment method. Please allow 3–5 business days for the funds to appear in your account.

Please note: We reserve the right to deny refund requests that do not meet the above criteria.

Late or Missing Deliveries

If your order hasn’t arrived as expected, please refer to your tracking link for delivery updates. If you need further help, reach out and we’ll be happy to check on it for you.

Questions?

For any questions or concerns, please contact us at accounts@lematch.com.au.