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FAQs

What is your customer service policy?
Mahali is committed to providing a world-class customer experience, staying on top of trends and exploring the world for new, quality products. All products listed on our website are available and in stock subject to order confirmation at check out. If products are not available or we cannot dispatch your order then we will contact you and arrange a store credit or refund. If you are unhappy with our service then please call +61 7 5474 4777 or email us at hello@mahali.com.au.

What do you do with my personal information?
Mahali treats your personal information with the highest respect. Mahali is hosted by Shopify (www.shopify.com), one of the biggest eCommerce platforms in the world. Your personal information is secure and stored on their system behind a firewall. Please see information relating to Payments, below and our Terms and Conditions.

Promotional emails

When you place an order, you can choose to agree to Mahali adding your email address to our enewsletter list and in the future we may send you exclusive offers and information. We respect your privacy and will ensure that all the information you provide us will be managed in accordance with the Australian Privacy Act. We will never reveal your personal information to persons or entities outside of Mahali. You can unsubscribe if do not wish to receive promotional emails from Mahali.

Payments
SecurePay processes transactions in Australian Dollars (AUD). We only accept PayPal, Visa, MasterCard, American Express and Diners Club. As a wholly owned subsidiary of Australia Post, SecurePay’s financial and internal control systems are also externally audited by the Australian National Audit Office (ANAO). All SecurePay staff undergo screening and extensive background checks.

SecurePay use a 128-bit digital server certificate provided by VeriSign™. This level of encryption is currently considered realistically unbreakable. SecurePay Online Payments holds the highest level of Payment Card Industry Data Security Standard (PCI DSS) accreditation – level 1 PCI DSS compliance. The company is regularly and externally audited by Vectra Corporation. For more information please visit www.securepay.com.au

What are your Refund and Exchange Policies?
We are happy to refund or exchange items within 14 days of purchase providing the items are unchanged and undamaged in any way and are in the same condition in which they were received. Return postage is your responsibility and not covered by Mahali.

If items are faulty or damaged we will cover the return postage cost and you can then choose between a refund, exchange or credit.

If you receive your order and items are faulty or damaged, please email us at hello@mahali.com.au and we will arrange for return postage. To complete a refund, exchange or credit, we require proof of purchase so please include your original invoice when you return your items. Your items must be unused and in the same condition that you received them in. They must also be in the original packaging. Once your return is received and inspected, we will contact you to let you know that we have received your returned items and advise you of the next steps.

Many of our products we are handmade, and in many cases no two pieces are the same. Many of our products have unique, handmade characteristics - please note, these are not faults.

All reduced and sale items are final and will not able to be refunded or exchanged. Unfortunately we can not offer refunds on earrings, textiles or spa products for hygiene reasons. Please do not send your purchase back to the manufacturer.