Contact Us

Frequently Asked Questions

• I've contacted your customer care team but have not received a reply? − +

  Please allow up to 24-48 hours to receive a response from one of our team members.

• I've placed an order online, when will I receive my order? − +

  Please allow up to 3-5 business days to receive your order. An additional delivery timeframe with our couriers may also apply.

• I've returned my online order, how long until I receive my refund/exchange? − +

  Returns may take up to 10 business days to be processed. Once your refund has been processed you will receive an email to notify you.

• Why am I missing an item from my online order? − +

  Your order may have been dispatched from more than one location and therefore your order may arrive in separate parcels. If your order has been split across multiple parcels, you will receive a separate email with a unique tracking number. If you have not received this email and are missing an item from your order, please contact our customer care team.

• I saw an item available online and now it's no longer there? − +

  If you can no longer see a product available to purchase on our website it has sold out online. Please utilise the 'Find in Store' button on our website product pages to see item availability at your closest locations.

• Can I cancel or amend details in my order? − +

  After your order has been placed it immediately begins to process through our system to make its way to you as quickly as possible. After this process has begun, we are unable to amend the order in any way including cancellations, update to address and email and changing items in the order.

• I've made a mistake with my address on my online order, how do I fix this? − +

  After an order has been placed, we are unable to make any amendments to your order including updates to your address. We would recommend, once your order has been dispatched, to raise a delivery redirection directly with StarTrack to have your parcel delivered to an alternative address.

• My order has been dispatched but I haven't received it. Where is it? − +

  If you have received email confirmation that your online order has been dispatched, please use your unique tracking number to determine the status of arrival. Should have any concerns with your tracking status please contact StarTrack directly to provide you with an update.

• Why is the free delivery/promotion not applying in my shopping bag? − +

  Please ensure all items in your shopping bag align with our promotional terms and conditions. Should your online order align with our terms and conditions and the free delivery/promotion is still not applying correctly, we recommend placing your order to secure your items and then contacting our customer care team directly with your order number. Our team will review your purchase and be able to provide you with a partial refund if eligible.

• I believe I received faulty items in my online order, how do I go about a replacement? − +

  Should you have any concerns with the quality of the items in your online order, please send clear images through to our customer care team for an assessment. Alternatively, you're more than welcome to bring your item into your local store and our friendly in-store team can assist you further.

• Can I get a refund on my recent purchase? − +

  We offer 30-day free returns on most purchases. If you have purchased your item online, please visit our returns page for more information.

• Fraudulent websites & advertising - warning − +

  Unfortunately there is an increasing prevalence of websites and advertisers illegally using the MIMCO name and logo to trick people into giving out personal information and/or making purchases.

  These schemes target people using a range of differing tactics such as fraudulent websites, fake emails, social media pages, text messages, offering the opportunity to purchase products, to win, or receive, gift cards, prizes, or false employment opportunities.

  Whilst there is counterfeit product in market, the only way to ensure that the MIMCO items you are buying are genuine is to purchase MIMCO at an official MIMCO store, a MIMCO concession at David Jones, via MIMCO's official website www.mimco.com.au (or www.mimco.co.nz if you are in New Zealand or www.mimco-accessories.com if you are outside Australia or New Zealand), or also on www.davidjones.com or The Iconic marketplace (www.theiconic.com.au).

  Also note that all communication from our MIMCO social media account will have a blue verified tick next to the name like the images shown below.

  If you receive contact on social media that looks like it has come from a MIMCO account however does not have the blue verified tick next to the name, this is not from us!

  We will only ever contact you regarding payment or personal details when it relates to an existing order, from an @mimco.com.au email address and these communications will contain common identifiers such as order numbers that you can reference.

  You can help eliminate fraudulent activity by reporting these to the Australian Taxation Office on 1300 795 995 or Scamwatch via their website at https://www.scamwatch.gov.au/report-a-scam.

  Unfortunately, we cannot stop all fraudulent activity, but do our best to work with our key partners to address any issues that arise.

  If you have concerns about any fraudulent activity, please see our customer care contact details above.