Our policies, in plain English

We want you to feel confident ordering from Middlemates, especially while you're still working out sizing for the awkward middle. You have 30 days from the date of delivery to return eligible items.

Is my order eligible for return?

To be eligible for a refund or exchange:

• The product must be unopened, in its original packaging, with no signs of use
• If purchased as a pack, box, or carton, all items in that pack, box, or carton must be returned together
• The return request is made within 30 days of delivery

If you're not sure whether your order qualifies, contact us before sending anything back and we'll confirm.

Hygiene items
Because these are hygiene products, we can't accept returns on anything that's been opened, including packs opened to try a single unit for sizing. If you're unsure on size, get in touch before ordering and we'll help you choose right the first time.

This doesn't affect your rights under the Australian Consumer Law where a product is faulty, damaged, incorrectly supplied, or otherwise fails to meet a consumer guarantee.

Faulty or incorrect items
If something arrives damaged, faulty, or isn't what you ordered, contact us within 7 days with your order number, the product affected, and a photo if you can. We'll sort a replacement or refund, no questions asked.

How to start a return
Email us at maya@middlemates.com.au with your order number and what's going on, and we'll walk you through the rest.

Return shipping
You're responsible for the return shipping cost. We recommend using a tracked service.

Parcels returned to us as "return to sender" will have that fee deducted from your refund.

Refund timing
Once your return is approved, refunds go back to your original payment method and can take several business days to appear.

NDIS plan-managed orders
Refunds for plan-managed orders are paid directly back to the client's plan manager, not to the client personally. This lets the plan manager reconcile the refund correctly against the client's NDIS plan. Reach out and we'll coordinate the details with your plan manager.

Middlemates respects your privacy. This policy explains what personal information we collect, why we collect it, and how we handle it.

What we collect
When you place an order or contact us, we may collect your name, email, phone number, delivery address, and payment details. If your order is funded through the NDIS, we may also collect your plan manager's contact and payment details so we can invoice and reconcile correctly.

How we use it
We use your information to process and deliver your order, communicate with you about your order, provide customer support, and, if you've opted in, send you emails about products and offers. For plan-managed orders, we use your plan manager's details to issue invoices and process refunds through the correct channel.

Who we share it with
We share information with the service providers who help us run Middlemates, including our website platform (Shopify), our email platform (Klaviyo), and delivery couriers. For plan-managed orders, we share relevant order and payment details with your nominated plan manager. We don't sell your information to anyone.

How we store it
Your information is stored securely and only accessed by people who need it to do their job. Payment details are handled by our payment processor and are not stored on our systems.

Cookies
Our website uses cookies to remember your cart, understand how the site is used, and improve your experience. You can control cookies through your browser settings.

Your rights
You can ask us what personal information we hold about you, ask us to correct it, or ask us to delete it where we're not required to keep it (for example, for tax or NDIS record-keeping purposes). Contact us at maya@middlemates.com.au to make a request.

Questions
If you have any questions about this policy or how your information is handled, contact us at maya@middlemates.com.au

Welcome to Middlemates. By using our website and placing an order, you're agreeing to these terms.

Who we are
Middlemates is based in Hallam, Victoria, Australia.

Using our site
You're welcome to browse and shop with us as long as you use the site lawfully and don't interfere with its operation, attempt to access it through unauthorised means, or misuse any content on it.

Product information
We do our best to make sure product descriptions, images, and sizing information are accurate. Occasionally errors happen. If a listing is incorrect, we'll let you know before your order is processed and give you the option to proceed or cancel.

Pricing and availability
Prices are listed in Australian dollars and may change without notice. If a product becomes unavailable after you've ordered it, we'll contact you to arrange a refund, substitute, or backorder.

Orders
Placing an order is an offer to buy. We confirm the order once it's accepted and payment is processed. We reserve the right to decline or cancel an order, for example if we suspect fraud or can't fulfil it.

Intellectual property
All content on this site, including text, images, logos, and design, belongs to Middlemates and can't be copied or reused without our permission.

Liability
Nothing in these terms limits your rights under the Australian Consumer Law. Where the law allows it, our liability is limited to replacing the product, supplying an equivalent, or refunding the price paid.

Changes to these terms
We may update these terms from time to time. The current version will always be available on this page.

Contact
Questions about these terms can be sent to maya@middlemates.com.au .

We ship Australia-wide from our warehouse in Hallam, VIC.

Dispatch times
Orders are typically dispatched within 1–3 business days. During busy periods, this may extend slightly, and we'll let you know if there's a delay.

Delivery times
Once dispatched, delivery generally takes 3–7 business days depending on your location, with regional and remote areas sometimes taking longer.

Shipping costs
Shipping costs are calculated at checkout based on your delivery address and order size. Free shipping thresholds, if any, will be shown at checkout.

Tracking
You'll receive a tracking number by email once your order ships so you can follow its progress. (Unless otherwise stated E.g Free samples are not posted with a tracking number).

Delays
Occasionally things outside our control, like courier delays or weather, can hold up delivery. If your order is taking longer than expected, contact us and we'll chase it up on your behalf.

NDIS and bulk orders
For larger orders, including bulk or plan-managed purchases, dispatch times may vary slightly depending on stock and packaging requirements. We'll keep you updated if this affects your order.

Questions
For anything shipping-related, reach out to our wonderful Logistics Operations Manager Brad - brad@middlemates.com.au