FAQs

When purchasing products from the official MUSHROOMEE (hereinafter referred to as “MUSH”),website, Instagram, you may request a return within 7 days of the shipping date. If the 7-day return period expires and you have received the product less than 3 days ago, the return period is extended to 3 days after you receive the product. However, the following conditions must be met:

1. Returned products must be unused, unwashed, unaltered, undamaged, free of odors, uncontaminated, with price tags intact, and in a condition that does not affect resale. They must be returned with all related sales receipts, all related accessories, manuals, labels, original packaging (such as boxes, cloth bags, damage-prevention tags, etc.), gifts (if any), and paper invoices (if any).

2. Special products such as perfumes must be returned in their original packaging, especially with the transparent plastic seal over the perfume box or the anti-tamper sticker on the outside of the perfume box still sealed.

3. If you have requested an invoice, please return the invoice certificate.

4. If MUSH determines that the reason for the return is attributable to product quality issues, incorrect or missing items, or losses that are the responsibility of MUSH, the return shipping costs will be covered by MUSH (shipping costs must be actual and cannot exceed the standard rates of regular couriers). In other cases, the shipping costs must be borne by you. We reserve the right to refuse packages sent as COD or by regular mail.

Note:

1. We do not provide returns for products sold on other online platforms or at MUSHROOMEE’s offline physical stores. You should apply for returns through the specific purchasing platform (e.g., for products purchased on the Australian MUSHROOMEE official website, apply for returns through the same).

2. If you need to apply for a return, please contact customer service immediately; otherwise, we reserve the right to refuse your return request after the return period has expired.

3. We reserve the right to: ① Refuse packages that are beyond the return period; ② Refuse refunds for products that exceed the return period; ③ Refuse returns for products that do not match the condition in which they were sent.

4. Please contact our customer service team and provide detailed information such as your name, address, contact information, order number, and reasons for the return or exchange. This information will help ensure the efficiency of the return process. Incomplete information may affect the efficiency of the return process or even disqualify you from receiving return service.

5. Please note that if your order used birthday coupons, promotional coupons, or other electronic cash vouchers, these vouchers will be voided if you cancel the contract or exchange goods, and we will not return them. Please use electronic cash vouchers cautiously.

6.Refund rules after returns or exchanges:

① If you participated in a “buy more, save more” or other promotional activity when purchasing the returned goods, the refund amount will be limited to the amount you actually paid.

② If you used a coupon when purchasing the product, the following applies:

A. If the product was purchased with a coupon and is not returned due to a quality issue, the coupon cannot be reused. We reserve the right not to refund the used coupon.

B. If the product was purchased with a coupon and is returned due to a quality issue, we agree to return the used coupon to your account (consistent with the amount and usage rules stated on the coupon), except for goods purchased at MUSHROOMEE offline stores due to quality issues.

C. You acknowledge that if multiple coupons were used in a single order and all are returned due to quality issues, we reserve the right to decide whether to return the coupons and the number of coupons to be returned.

③ For refunds of part of the goods in a single order, the refund amount will be calculated as “refundable product selling price – coupon amount * (refundable product selling price / total order selling price)”.

Refund process:

After we receive the returned goods and complete the return process, you can check the refund status on the payment account used at the time of purchase (please consult the respective bank, issuing institution, or third-party payment platform for the specific date of refund). If you have any questions, please contact online customer service for assistance. We will resolve your issue as soon as possible.

Standard shipping is offered for all orders placed on mushroomee.com.au

1. Order Tracking

Before the order ships, you can track its status in the My Account section of our website. If you checked out as a guest, please contact our Customer Service team.

2. Shipping Notification and Delivery

Once your package has shipped, you will receive an email with a tracking number. For security reasons, an adult signature is required for all deliveries. Please check the number of parcels you received and ensure they are not damaged. You must immediately report any damage and/or missing product/parcel on the delivery slip.

3. Shipping Process

All orders are processed automatically, and we cannot shorten or extend shipping times. Please note that you cannot choose the date or time of delivery. Our carrier delivers packages Monday through Friday during business hours and will make two delivery attempts. If the second delivery attempt fails, your order will be returned to the sender. Once the order has been placed, it is no longer possible to change the shipping address.

Standard shipping is offered for all orders placed on mushroomee.com.au

Before the order ships, you can track its status in the My Account section of our website. If you checked out as a guest, please contact our Customer Service team.

Once your package has shipped, you will receive an email with a tracking number. For security reasons, an adult signature is required for all deliveries. Please check the number of parcels you received and ensure they are not damaged. You must immediately report any damage and/or missing product/parcel on the delivery slip.

All orders are processed automatically, and we cannot shorten or extend shipping times. Please note that you cannot choose the date or time of delivery. Our carrier delivers packages Monday through Friday during business hours and will make two delivery attempts. If the second delivery attempt fails, your order will be returned to the sender. Once the order has been placed, it is no longer possible to change the shipping address.

At this time we are unable to ship orders to General Delivery, P.O. Boxes. Orders made to any of these addresses will be cancelled.
The delivery address of your order must match the location site in which you place your order. Orders made from a different location site than the delivery address will be automatically cancelled. Please select the correct location site for your order from the link in the corner of every page.

All orders will be delivered in a suitable Mushroomee packaging. Orders will be shipped inside a secure and anonymous cardboard box.

According to the traffic regulation, you can open a claim for damages with the carrier under certain conditions. On the day of delivery, you should accept the package with reservations and sign the receipt. Under the signature, you need to mention the reason, for ex: “damaged package”, “crushed box”, “open box”, “wet box”, etc…

You can thereafter proceed to open a claim with the carrier and also attach pictures of the damaged box to support your claim. If you need further assistance, please contact our Client Services team.

Credit Card: Visa, MasterCard, Google Pay, Apple Pay.

The amount will be charged to your card once the items are shipped. mushroomee.com.au features a Fast Checkout option, allowing you to securely save your credit card details so that you do not have to re-enter them for future purchases.

Apple Pay & Google Pay: Shop easily without having to manually enter your credit card details or other personal information on the website. You will be charged once the items are shipped.

Verify that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer. If your financial intitution is unable to resolve the matter, you may contact our Client Services for further assistance here.

Once the order is confirmed, it is processed automatically and therefore cannot be cancelled. If you are a registered customer, you can cancel your order within 30 minutes of placing it in the “My Order” section of your account. After this 30-minute period, or if you paid as a tourist, you can still return the package to us in accordance with our return policy.

The amount paid is lower when, at the moment the order is dispatched, one or more ordered items is not available. Therefore, the charged amount will correspond exclusively to the value of the items that were shipped.

Sales tax is applied to your order in accordance with individual country/state and local regulations depending on the shipping address and location of any retail stores, company establishments or partners, located in that country/state. An estimated tax charge is added to your order during the checkout process, and the exact charges will be calculated automatically upon shipping your order based on the shipping address post code. The final amount taxed will be equal or less than the Estimated Sales Tax and will be indicated on your completed order invoice.

Pre-Order items are products from the most recent collection that can be reserved in advance within a limited timeframe. When purchasing a Pre-Order item, you will be among the first to reserve a product in your preferred style and size. The expected shipping date for Pre-Order items will be clearly noted on the product page. This date is only an estimate and is subject to change. Please note, Pre-Ordered items are not guaranteed. If for any reason we are not able to fulfill your Pre-Order, we will refund you the full amount of the Pre-Order. You may always return an item or cancel your Pre-Order based on our online return policy, and you will only be charged at the time of shipment. For updates regarding your Pre-Order, please contact us.