Mates Rates FAQ

Mates Rates FAQ

Welcome to the Mates Rates FAQ: your one-stop info shop for the biggest sale of the year. It’s gonna be a big one!  
During sale periods, we do our best to have all hands on deck. But there will be some delays (5 to 7 working days) with our amazing customer service on emails and stellar warehouse team packing orders. 

We’re also unable to change order details, so please double-check that address/size/colour before checking out! 


What’s on sale? 

Heaps of amazing styles are on sale! We have up to 50% off select styles, right across our range 

When does it end? 

Our sale ends at 11:59pm, Monday 27th November, AEST (Melbourne time) 

What’s your returns policy during Mates Rates? 

Our standard 30 day returns policy applies. We only offer refunds on purchases. Please lodge your return within 30 days of receiving your items.

We are
unable to exchange sizes, this is a system limitation. 

My pants don’t fit! Can I exchange them? 

Unfortunately, we can’t exchange online orders. This is a system limitation. But, we can offer you a full refund!
If you’re a Naarm local, you can pop into our shop and exchange your item within 30 days of purchasing. The sale price will only apply for size and colour changes, not style changes.  

Is the sale in store? 

Yes! Our Carlton North (Ground Floor, 631-633 Nicholson St, Carlton North, 3054) store will be open during regular hours for the sale. However, we don’t have our entire range available in the shop. We’ve done our best to have a good spread of sizes and styles, and our amazing team will do their best to help you out. 

Monday: 10am to 5pm 
Tuesday: 10am to 5pm 
Wednesday: 10am to 5pm 
Thursday: 10am to 6pm 
Friday: 10am to 5pm 
Saturday: 10am to 5pm 
Sunday: 11am to 4pm 

I’m coming into store, will there be a wait? 

Most likely, yes. Please come prepared to wait as we predict lines and a high volume of people at our Carlton North store.  

How long will my order take to dispatch? 

We are anticipating it will take 5 to 7 working days for your order to leave our warehouse during the Mates Rates Sale. 

I’ve emailed you, but you haven’t replied? 

We love getting your emails, messages and comments! But during sale periods, we have an uptick in how many we receive. We promise we will reply, but it may take up to 7 days for a reply.  
Please don’t reach out multiple times or on multiple platforms, as this creates more work for our team and impacts our response time. 

I didn’t apply my discount code! 

We’re very sorry, but we can’t change the price once payment has been taken 

I need to change my address or an item in my order? 

Sorry, during busy periods we can’t modify orders.  

I have a different problem! 

Oh no! Please send us an email and we’ll do our best to help you out! 

To view the sale, head here!


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