CUSTOMER SERVICE
CUSTOMER SERVICE
FAQS
Where do you fulfil orders from?
All orders are shipped from our HQ in Sydney, Australia
What payment methods do you accept?
We accept Visa, Mastercard, American Express and Paypal for all customers. Klarna is available to USA residents. Afterpay is available to USA, Canadian, and Hong Kong residents.
What currency is used online?
You are currently browsing on our US website. All prices are charged in US Dollars (USD). You may select to view prices in your local currency; however, you will transact in USD.
If you are shopping from outside of America, please visit shop at leemathews.com.au.
How do I determine my size?
We offer individual size measurements for each garment online. Please click “view this item’s measurements” to see more information. We suggest measuring a similar item you have in your wardrobe to determine which size is best for you. For a general size guide and conversion chart, please visit our size chart.
My size is sold out online, can I be notified if it comes back?
Yes, absolutely. Please select the sold out size you wish to purchase, and sign up with your email address to be notified if a return is made, or if we restock this style. You will be notified by email as soon as it is available again.
Can I use two discount codes at the same time?
No, unfortunately one discount code can be used in the one transaction.
Do you offer free shipping?
Yes, we offer free shipping on all orders over $500 USD. For orders under $500 USD, please see our shipping options here.
Can I change or amend my order once it has been placed?
If you notice something is incorrect on your order after it has been placed, please contact us immediately. We will do our best to change or amend the order, however we unfortunately cannot guarantee this. We are unable to make any changes once your order has been despatched.
How do I track my order?
When your order is shipped, you will receive an email containing a tracking number to your nominated email address. You can also log in to your LM account to check the status of your order.
Will I be required to pay duties and taxes?
All duties and taxes are included in the product price. You will not be charged any additional fees at checkout or on delivery.
Please note, Lee Mathews does not refund duties, taxes or shipping for returned items.
Do you deliver to PO Boxes and Parcel Lockers?
Unfortunately we are unable to deliver to PO Boxes or Parcel Lockers internationally.
Which shipping services do you use?
We use DHL International for all international shipments. Depending on where you live, expected delivery times are 3-7 business days. For further information on our shipping, please visit our shipping and returns page.
What happens if an order arrives and an item is faulty?
In the rare occasion an item arrives and it is faulty please contact our online customer care team at online@leemathews.com.au or call us on +612 9997 3787 and we will find a resolution for you.
My shipment is taking longer than expected, what do I do?
Please check your tracking information for transit updates, otherwise please contact our online customer care team at online@leemathews.com.au or call us on +612 9997 3787.
How do I make a return?
You can request a return here.
I've purchased something on sale, can I return it?
Sale items may be returned for a credit note only and are items that have been permanently marked down.
For our full returns policy, please visit our returns and exchanges page.
What is final sale?
Final sale refers to items that have been marked down to clear. Final sale items are not eligible for return, unless the item is faulty. We recommend taking advantage of our individual garment measurements to choose your right size, to avoid disappointment.
When will I receive my refund or credit note?
Once your return has been received please allow up to 5 business days for the return to be processed and appropriate remuneration issued.
Refunds for customers in the US will incur a $20 deduction to cover the return shipping label provided. All other customers will be refunded the whole amount less shipping on the original order.
For refunds, please allow 5 business days for the funds to clear back into the appropriate account. Alternatively, if you are due to receive a credit note you will receive this immediately after processing via email.
How do I care for my Lee Mathews item?
All Lee Mathews garments come with appropriate care instructions, please strictly adhere to these in order to keep your garment in premium condition. We also recommend removing all jewellery prior to putting on or taking off your garments to avoid damaging your garment.
Do you have Lee Mathews gift cards?
Yes, we do! We have a range of E-Gift Card options available that can be purchased here.