FAQ

Our aim is to give you the best possible online shopping experience when you shop with Maternal Instinct.

Should you have any enquiries, we can be contacted by phone 03-52292293 from 9.30am to 5.00pm (Mondays to Fridays) or by emailing us at [email protected]. We will be happy to assist you.

If you do not already have an Account with us, you will need to create one before placing an order.

Please ensure that you enter all information correctly when creating an Account.

Once we receive your order complete with payment, an email confirmation will be sent to you confirming your order.

At Maternal Instinct, we do our best to ensure all orders are processed within 1 to 2 business days after payment is cleared.

All orders will be despatched from Geelong, Victoria.

Once your order has left our warehouse, you will receive another email from us informing you of your tracking number.

When entering your delivery address, you will be required to indicate the correct postal code and delivery address. The freight charges will be shown once the postal code and delivery address are entered.

NOTE: If your delivery area does not show up, please email us at [email protected].

We ship via a selected network of postal services. Shipping schedule will vary with location and seasons.

Shipping will take approximately 3-7 business days within Australia. For public holidays and during the Christmas period, shipping may take a little longer than usual, so please allow a few extra working days for your order to reach your designated address.

Freight charges is calculated based on size, weight and delivery address of each state as stipulated by our selected postal companies.  Should there be additional freight charges incurred, due to the nature of the goods purchased, we will contact you and advise of any extra delivery fees.

Please ensure that the correct address is provided in order to avoid any delay in the delivery of your order.  Otherwise, an additional freight charges may be incurred to deliver the items again to the correct destination.

Orders cannot be cancelled or altered once it has been processed and sent out through the freight service. You may however arrange for exchanges after you have received your orders provided it is within our exchange policy criteria.

If you need to make a return/exchange, please email us at [email protected] to organise a return.

Our return policy is within 14 days of purchase.

Products returned must be accompanied with original receipt.

Products must be in original condition as purchased – it needs to be unwashed and unused, with the original tags or packaging attached.

For products purchased as part of a gift set, the entire gift set must be returned.

Sale items are not eligible for returns/exchanges.

Once we have received the returned item and are satisfied that the items is in its original, re-sellable condition, we will send you an email on your exchanged item or store credit.

For change of mind, we will exchange your products for a store credit. You will need to send the item back to us as indicated above. Only the cost of the merchandise will be credited. The freight charges will not be credited.

For wrong/faulty/damaged items.  All items are checked before despatching to you. However, if it happens where the item received is not what you ordered, or the item received is faulty/damaged, we will replace the item for you. The freight charges to send the new replacement item to you will be borne by Maternal Instinct. Please email us at [email protected] within 48 hours of receiving the wrong/faulty/damaged items.

For wrong size ordered, if you have ordered the wrong size, you can return the item and exchange for the right size.  We will advise you of the new freight charges associated with sending the correct size to you.

For out of stock items. In some rare event that the stock runs out after you have placed your order, you will receive an email or phone call from us informing you that the product is out of stock and you have the option of exchanging it or receiving a refund.

Kindly send the return items to us at:
Online Department
Maternal Instinct
235 Moorabool Street
Geelong
Victoria 3220
Tel : (03) 5229 2293

You are welcomed to collect the items ordered at our cosy store at Geelong rather than being despatched to you. If you opt to collect, please select this option when placing the order.

Commitment to Privacy

Maternal Instinct recognizes and appreciates the trust that you are placing in us through your dealings with us. We do everything we can to maintain that trust. Under law, your rights to privacy are protected. To enable us to serve you better, we may collect the following information from you:

  • your name and contact details, such as address and phone number;
  • your transaction details;
  • the date and time you access our site;
  • the internet address of the website from which you linked directly to our site; and
  • other information you may supply to us.

 

Use of Cookies

A cookie is a small text file that a web server placed on the hard-drive of your computer to enhance your online shopping experience with us on our website. Cookies store information of your use of our website, including, but not limited to the pages you view, the time spent on our website, and the transactions you make. This information helps us to serve you better each time you visit our website. Most web browsers on your computer are set to accept cookies automatically, but you may turn off this function if you wish. However, by doing so, some benefits or functions will no longer be available to you. Please be aware that you accept the use of cookies if you continue to browse on our website.

 

How do we use your personal information?

Personal information is collected to ensure that you are updated and notified of any important changes to our website, to notify you of any special promotions which are tailored to your interests and to respond to any queries that you might have. Personal information collected also allows us to manage and satisfy any orders you place with us. In order to help us maintain your personal information as accurate as possible, please email us at [email protected] If there are any changes to your personal information.

 

Sharing information with third parties

Any personal information collected will not be shared, sold or traded with third parties. Personal information will only be disclosed within our corporate group for marketing purposes. Our corporate group may use personal information collected online for marketing purposes.

 

My choices about receiving promotional communication

Should you wish to stop receiving promotional information, like e-newsletter, please let us know by clicking on the unsubscribe button in the emails received.

 

Security of Your Personal Information

The protection of your personal information is a priority to us, thus we have implemented appropriate steps and procedures, including the use of industry-standard encryption systems (SSL certificates), to ensure the safety and security of all the information we have collected. Safeguards are in place to ensure the prevention of unauthorized disclosure or access of the information, and to maintain data integrity and accuracy. No financial information will be collected or stored.

 

General

By using this website, you are permitting the collection of information in agreement with this Privacy Policy. Maternal Instinct reserves the right to make any changes to any of the policy details without notice. You are advised to check this page regularly to take note of any changes we may have made.
If you have any complaints on how Maternal Instinct has handled your privacy rights, or if you would like to clarify any issues about our privacy policy, please do not hesitate to contact us at [email protected]