For detailed delivery information, please visit our Deliveries and Shipping page here.
For information on returns, please visit our Returns page here.
How can I check my order status?
You can check your order status by entering your tracking number into our Track Shipment link here. Please email firstname.lastname@example.org or call us on +612 8096 2665 if there are any issues with your tracking.
Can my order be gift wrapped?
All full priced orders come gift wrapped in our bright blue or white storage boxes, wrapped in tissue inside. Sale items will come gift wrapped in tissue and branded stickers.
Would you like a short history of cashmere?
While the Cashmere fiber is believed to have been used for thousands of years, it was more widely used in the 18th century. Historically reserved for aristocracy, royalty and the wealthiest elite, cashmere is without a doubt the finest and most luxurious yarn in the world. It comes from the extremely fine and long hairs from the underbelly of goats, located in extremely high altitude mountains where the temperature is very cold; most commonly in the mountain ranges of Mongolia. As these goats traversed the mountain side and rubbed the rocks with their underbelly, long, extremely fine (and therefore extremely soft) fibers were left on the rocks. These fibers where then collected, transported to mostly European destinations such as France, combed, carefully cleaned, spun and dyed to create the most extravagant shawls. The cost of these shawls in todays monetary terms would be hundreds of thousands of dollars.
Did you know cashmere has many unique properties?
Cashmere is fine in texture, strong, light, soft, and approximately 15 microns in diameter - 15/1000mm. It is a sustainable, renewable, biodegradable, and a natural fiber with excellent performance characteristics. Because cashmere is lightweight, soft to the touch, breathable, odour resistant, flame resistant, can repel water, and can absorb UV radiation, cashmere is ideally suited to make the perfect sweater. Cashmere is nature’s finest insulation fiber: providing warmth in cold conditions, but can also keep you cool in warmer conditions. All this makes cashmere (in our opinion) the ultimate yarn to produce the most sustainable, life time lasting, and beautiful garments (to wear and touch).
Where do you source your cashmere?
We source the finest sustainable cashmere available from the highest regions of Mongolia. We use European originated mills to spin the yarns, and small specialist factories which employ the most sophisticated and skilled craftsperson techniques available. These factories are mostly located in China where many of the worlds leading luxury brands also produce their knitwear.
Why is my sweater pilling?
Even the finest and most luxurious cashmere garments still may shed. Shedding or "pilling" of a cashmere or wool sweater is not necessarily a sign of its quality. Shedding is usually caused as a result of friction while wearing your garment, which is why the most common areas for shedding are under the arm, bust, and hip. All cashmere and wool yarns will shed to some extent, but the degree to which a sweater sheds is caused by a number of factors. These factors include the dying process, length and thickness of the fiber, and tightness of the knit. Tighter knit sweaters and lighter yarns tend to shed less. However lighter weight and looser knits are incredibly versatile and amazing to wear. This is why we design with lightweight and heavier garments.
What can I do to get rid of pilling?
If your garment sheds, it can typically be easily removed. Once removed, it is not likely to shed again. This is why we call this shedding; it is usually a one off occurrence which removes the excess fibers to leave the strong worsted yarn.
To remove the shaded fibers, we recommend a special pilling comb. Gently brush you garment using the comb across the top of the pilling area. Knitwear is very durable - especially cashmere - and it can withstand a fairly aggressive comb if you are careful. Once you brush away this initial pilling, it typically won’t come back. Banjo & Matilda sweaters all come with a complimentary cashmere comb with each purchase, but you can also purchase one through retailers such as Amazon or your local haberdashery. We also recommend dry cleaning if you have the time.
See a short video we’ve found which we think is helpful in explaining how to de-shed your garment:
How do I care for my cashmere?
You can read up on how to look after your Banjo garment on Our Cashmere page – or you can follow our 5 simple Cashmere Laundering Commandments:
1. Machine wash on a delicate cycle
2. Use only cold water or it will shrink the yarns = nightmare!
3. Use a good wool wash like Cote Noire Cashmere Wash (which can be purchased here)
4. Avoid fabric softener – it actually does the opposite for cashmere!
5. Dry flat in the shade
Do your online prices include tax?
No additional sales taxes are applied to Australian or New Zealand orders. All orders are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the product prices.
What currency are the prices in?
All items are in $ AUD unless stated otherwise.
What payment types do you accept?
We accept PayPal, Visa, MasterCard, American Express and Afterpay (see credit cards.
Why did I get charged a transaction fee when I am based in Australia and bought from the Australian store?
Some card issuers or financial institutions may charge a transaction fee when purchasing online. However feel free to send us a screenshot should this occur and we would be more than happy to refund the amount for you.
My login won't work?
If you are having trouble logging into your account, try the ‘Forgotten Password’ prompt. If it does not recognise your email address, please contact us at email@example.com and we can help you out.
My personal details have changed - how can I update them?
Login to your account and then click ‘View Addresses’ you can edit all stored details here.
How do I use my discount code?
In your checkout, there will be an option within your Order Summary below. This is where you can enter your discount code.
My discount code won't work?
Please be advised that discount codes will only work on full price items (exceptions apply), they cannot be used in conjunction with any other discount and can only be used once. Please contact us at firstname.lastname@example.org if there are further issues with your discount code.
I ordered an item last week and now it's on sale. Can I have a refund?
Unfortunately we do not offer a price guarantee, so we can’t provide a partial refund for an item that goes on sale after you’ve purchased it.
Can I use more than one discount code on my purchase?
Only one discount code can be used in a single transaction.
I'm not sure what size I am?
Please refer to our size guide, available through the link under the description on each item. Many of our items vary in shape and fit so please contact email@example.com if you are still unsure about your size.
What size is the model wearing?
All of our models wear a size Small, but if you need some advice or information on a style or cut, please contact firstname.lastname@example.org.
Is it safe to order online with a credit card?
Yes it is absolutely safe to order online. We use a payment service called eWay which utilises industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
My payment has been declined?
Please check the following in this case:
- Make sure you enter the security code correctly – that’s the three digit number on the back of your card
- Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them.
- If you’ve checked all of the above, try paying with another card.
If you’ve tried all these and are still having problems, please contact email@example.com with as many details as you can about the issue including any error messages and we’ll try to resolve it as soon as we can.
I ordered the wrong item!
If you have ordered the wrong item, please contact firstname.lastname@example.org immediately so that your order can be amended.
The item I want is out of stock. Will you be getting more?
We do only produce a small quantity of each style to ensure our items remain exclusive for our customers. Please have a chat to us on our live chat online from 9am-5pm AEST or email us at email@example.com for any specific inquiries.
Where is your Head Office?
Our Australian Head Office is located at the following address:
Banjo & Matilda
76 William Street
Paddington NSW 2021
Where are you stocked?
We offer the full range of our styles online with an easy returns. refunds and shipping policy. We enjoy providing beautiful items regularly to our customers directly. However we do have several key retailer partners who stock Banjo & Matilda worldwide. Please email firstname.lastname@example.org if you would like a list of retailers.
Are there any Banjo & Matilda retail stores?
At this time, we have one flagship storefront in Sydney, Australia at:
76 William Street
Paddington NSW 2021
Opening hours are Monday to Saturday 10am – 5pm.
Customer Service +61280962665
Are you hiring?
As a rapidly growing company, we are always keeping an eye out for fresh talent, including fashion interns. Your resume and cover letter can be sent to email@example.com - we will be in contact if we wish to meet you.
How can I contact Banjo & Matilda?