Frequently asked questions
We do not offer exchanges at this time. Please return your unwanted order through our Return Centre and then purchase your preferred item in a new order.
As all customer orders are processed automatically, once you receive confirmation of your order it cannot be cancelled. However, if you wish to return your order, check if it is eligible (see ‘Which items are returnable’.) If it meets the conditions of return, please get in contact with us.
Processing – your payment has been received
Completed – your order has been fulfilled and completed
On-hold – your item has been reserved, but we are waiting on payment
Cancelled – your order has been cancelled.
Refunded – your order has been refunded.
Partially refunded – some items in your order have been refunded. This typically refers to a sale where products are cancelled but there are remaining items in the order to be fulfilled, or your order is only partially returned.
We accept Visa, MasterCard and cash. We also offer a fast and convenient purchase method allowing you to save your credit card and shipping details for future purchases. We also accept a selection of fast & convenient payment methods allowing you to purchase without entering your credit card details on the website. Your account will be charged once the order is completed such as PayPal and Afterpay.
Faulty and unused items may be returned. Please ensure before you return an item that all tags are attached and all original packaging is present and intact.
You have 14 days from the date of delivery to return your items.
If your item is eligible for return under the conditions outlined above, please visit the Return Centre and follow these instructions:
- Insert your order number and email address
- Select the item you want to return
- State the reason for your return
- Select your preferred refund method, either the original payment method or store credit
- Select your preferred shipping method if prompted
Your return will then be processed by customer service who will share further instructions via email. Responsibility and cost for the safe return of the item rests with you. We strongly recommend that you return your item using a tracked service. Original shipping costs will not be refunded and inbound costs will not be covered. We cannot expedite or track returned packages.
We do not offer exchanges. Please contact us regarding your unwanted order and then purchase your preferred item in a new order.
Once we receive your returned item and it has passed a quality check, we will happily issue a refund via your original payment method. This typically takes 5-7 working days.
If your item is faulty, please contact us, supplying your Order Number, state your reason for return as FAULTY ITEM, describe the fault and additionally, provide pictures of the fault. We will then review your request and share further instructions via email.
If your item was not purchased from the MAATSUYKER website we unfortunately cannot accept it as a return. Please refer to the returns policy of the retailer from which you originally purchased the item or contact them directly to discuss further.
We sometimes run complimentary shipping promotions. Shipping costs will be applied at checkout. The only exception is items purchased in store or via MAATSUYKER EXPRESS – our carbon free Melbourne bike delivery service.
Once your item has been dispatched from our warehouse you will receive an email containing tracking information
MAATSUYKER cannot accept liability for taxes and duties incurred on purchased items. If you return items but do have not paid outstanding custom taxes, the refund will not be issued. Delivery and Shipping costs will also not be refunded.
We aim to process and ship all orders within 1 business day of purchase. This time is subject to change due to the nature of production and heavy order volumes.
Once an order has been completed, we are unable to change the shipping address, however we can make an exception in the event of a simple spelling error, for instance. If this happens, please contact customer support as quickly as possible and state explain the changes that need to be made.
Unfortunately, it is not possible to choose a specific date and time. If you need to change the date, please contact the courier specific to your location directly to establish if this is possible. These restrictions do not apply to MAATSUYKER EXPRESS.