Returned items must be post marked within 30 days from initial receipt of item.

We are happy to exchange size, colour or style on the basis that the returned item is in original new condition accompanied with proof of purchase, all packaging and tags. Please note that we will not exchange items or footwear that shows signs of wear, stretching, marks or soils.

Please email us before returning items. We will reply with our Goods Return form for you to print, complete and return with the items. Additional cost may apply if changing to a different style or size. Return postage is at your cost, both ways.

Once we receive your returned items we will email you with your amended order and a link for payment for any additional charges. Should the items not be in new condition the items will be returned to you at your expense.

Note: This should go without saying but we will not exchange underwear or socks (we stock Bamboo undies and socks in our store) or Innersole Fluffs. Also no exchanges on Medical Gear (accept unworn footwear), Baby Rugs, Head Wear and Scarves and sale items at our discretion.


Regrettably, we are unable to process refunds for changes of mind, unwanted gifts, or buyers’ remorse. Instead, we provide store credit or e-vouchers/gift cards, and facilitate exchanges as outlined in our exchange process detailed above.

Store credit or e-vouchers/gift cards are issued for 100% of the purchase price, excluding any applicable shipping charges. The same return conditions apply as per our exchange process detailed above.

Refunds are only provided in compliance with Australian Consumer Law, particularly in cases of genuine major faults.


We stand by our products and offer a total quality guarantee. Our products will be free from any material defects or faulty workmanship however if a defect manages to slip thru undetected prior to sale, this defect will become apparent within 90 days and you will receive 100% of the purchase price by either an exchange or refund or in the case of minor defeats where it's not clear to be a manufacturing defect or customer wear and tear, we will repair. Wear and tear is not covered by guarantee however if you have a minor oops causing damage within 3 months of purchase we will repair free of charge.

Fading and colour changes in sheepskin and wool are not a manufacturing or material defect and therefore excluded from our warranty. Variations in colour and texture in sheepskins or its wool should not be regarded as a fault ... these are unique traits of a natural product.

Claims can only be processed by our manufacturing team at our Thornton factory but product can be returned to either store for delivery to the factory.

Warranty on seat covers extends beyond 90 days and details of warranty are available on our seat cover category page.

Should you experience a problem with your order within 90 days of purchase and need to return your order, please follow the directions given once you have contacted us. Please note that if returned item is found not to be defective in either manufacturing or materials, but rather have the characteristics of a natural product or symptoms of wear, then you will be required to pay for return of product to yourself.

Some wear and tear issues not covered by our footwear warranty, regardless of the age of the footwear, include but not limited to: physical characteristics (uggies are not supportive footwear) toe blow-outs (holes in the toe area), mouldy/rotten footwear, stretched (as they will stretch), intentional or accidental damage, and a complete trashing over a wild weekend or similar.

NB. Warranty becomes void (regardless of the age of the item) if item is not worn or kept in accordance with the manufacturer's recommendations as per our care and cleaning information.

Cancellation of Order

We are happy to refund the cancellation of your order if the following conditions have been met:

* you email your cancellation prior to dispatch, if order has been dispatched then it is too late and your order will not be refunded.

* an Administration Charge of 10% will be deducted from the refund (at our discretion) based upon costs incurred by us including those charges of a third party. If you are not happy with the Administration Charge you can choose a store credit for 100% of the value of your order to use at a later stage.

Extra Stuff

Different computer screens and devices will display colours in the photos differently. As such, displayed colours should be used only as a guide and expect some slight differences when receiving your product.

Whilst we endeavour to maintain our website so that it is always current, we reserve the right to make changes to our website without notice. If any of our website changes affect your pending order, we will not process that order, without first contacting you for instructions.

The terms and conditions of sales are governed by the Laws of the State of NSW and the understanding that all information on this website has been read and accepted.

Mortels, since 1958.
Proudly Australian owned, grown and made ... Naturally!

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