FREQUENTLY ASKED QUESTIONS
ORDERS
CAN I CANCEL MY ORDER?
Most online orders are fulfilled from our Sydney warehouse or an Oroton store quite quickly.
Considering this, it’s best to double check all details prior to placing your order, as we're unable to make any changes to it or cancel it once your order has been placed. This includes adding a coupon code.
Unfortunately, once an order has been picked and packed, we are unable to make any changes and Oroton is not accountable for any errors made when placing your order.
CAN I UPDATE THE CONTENTS OF MY ORDER ONCE IT HAS BEEN PLACED?
Although we try to accommodate our customers, unfortunately we are unable to make any changes to an order once it has been placed. If you wish to cancel your order and proceed with a new one, please urgently call our customer care team within business hours on 1800 061 047 and they will do their best to assist.
WHERE DO I FIND MY TAX INVOICE?
Your tax invoice can be accessed and downloaded at any time under the My Account section on our site.
Go to My Account > click order history > select order > print invoice.
If you opt to checkout as a guest, you will not be able to access your tax invoices this way. Please contact us for a copy of your tax invoice.
I HAVE NOT RECEIVED AN ORDER CONFIRMATION. WHAT SHOULD I DO?
Order confirmation emails are automatic.
If you have not received your order confirmation please:
- Allow up to 30 minutes for the email to arrive
- Search your junk or spam email folders
- Check you have been charged for the order
- Check that the email provided at checkout is correct
*If you can confirm you have not received your order confirmation email and you have been charged, please contact our customer care team at customercare@oroton.com to assist further.
CAN I MODIFY MY DELIVERY ADDRESS AFTER PLACING AN ORDER?
If you have entered the incorrect delivery address at the time of processing your order, please contact us urgently on 1800 061 047 or email us at customercare@oroton.com and our customer care team will do their best to assist.
*Please note if you contact us outside of business hours, we will try and get back to you as quickly as we can, however we cannot guarantee our team will be able to action your enquiry before your order is processed.
Unfortunately, once an order has been picked and packed, we are unable to make any changes and Oroton is not accountable for any errors made at the time of entering your address when placing an order.
HOW TO TRACK MY ORDER?
If you have an account with us, please Sign-In and go to 'Order History' and click on 'Track Order'.
You will see the Australia Post/DHL tracking number. Click on it to see the status of your shipment. You will also receive a shipping confirmation email with your tracking link. Please allow up to 48 hours for your tracking details to be updated with our carrier.
If it has been 7 business days since you placed your order and your parcel has not been dispatched, please contact customer care.
For Australian deliveries, please click here and enter your Australia Post tracking number to track the location of your order and see the estimated delivery date.
For International deliveries, please click here and enter your DHL Tracking/Waybill number to track the location of your order and see the estimated delivery date.
CAN MY ORDER BE SENT TO A PO BOX OR PARCEL LOCKER?
Australian-based customers can opt to have their parcel shipped to a PO Box or Parcel Locker.
International deliveries must be shipped to a residence or business address.
WHAT IS ATL OR SAFE DROP?
Below are the types of delivery services Oroton offers.
Authority to Leave (ATL) gives permission for our couriers to leave your online order without obtaining a signature. The benefit of delivering parcels with ATL is that the parcel will almost always be delivered on the first attempt. This means you won’t have to arrange redelivery or collect your parcel from a local collection point.
Australia Post also offer a Safe Drop feature, which gives the courier authority to leave your parcel unattended in a safe place without obtaining a signature. If you have given Australia Post permission to Safe Drop any previous deliveries, this information is saved in your Australia Post account for all future deliveries. You are required to update your preferences in your Australia Post account prior to ordering if you do not wish for your Oroton order to be left unattended.
*Please note that Oroton holds no responsibility for parcels left with Safe Drop or ATL.
WILL I HAVE TO PAY FOR CUSTOMS AND DUTIES FOR INTERNATIONAL ORDERS?
Oroton will pay all taxes and duties on behalf of our customers.
Internationally, the price our customers pay include all taxes, duties & shipping, with the exception of large luggage items, which may incur an additional shipping charge at checkout.
Chinese Government Import Laws
Due to Chinese government import laws, any order with multiple items, where the value is greater than RMB 1,000 (approx. AUD $200), are not allowed.
Russian Government Import Laws
Due to Russian government import laws, orders to Russia must be delivered to a business address and purchased using a commercial bank account. We are unable to deliver orders to residential Russian addresses and accept orders placed with a personal account. All orders placed to private residences will be returned to sender.
WHAT IF MY ORDER PRESENTS A RISK OF FRAUD?
Any order that presents a risk of fraud, may be held until your identity can be verified. To verify a payment's authenticity, we will ask for proof of identity (listed below). This process is to minimise credit card fraud and fraudulent activity. If you have any concerns or questions with this procedure, please contact our customer service team at customercare@oroton.com before making a purchase.
If your order presents a risk of fraud, our team will require the following as proof of identity:
- 2 x versions of photo ID for the owner of the card / payment method used to process the order (Ie. passport, driver's license, or state identification card).
- A copy of the statement for the card / payment method used to process the order, showing the banks name, the cardholders name and address, and the last 4 digits for the card used.
*Any personal information provided will be deleted once verified.
WHAT PAYMENT METHODS DOES OROTON OFFER?
Oroton offers a variety of different payment methods available for you.
Online
Oroton accepts Credit Cards (Visa, Mastercard, American Express, Union Pay), PayPal, Paypal Pay In 4, Afterpay, Klarna, Oroton Gift Cards/Store Credit, Google Pay, Apple Pay and WeChat Pay and Alipay.
In-Store
Oroton accepts Credit Cards (Visa, Mastercard, American Express, Union Pay), Afterpay, Oroton Gift Cards/ Store Credit, Google Pay and Apple Pay.
Online Store Credits
Are valid for 12 months from the date of issue and can only be used online.
Split Payments
If you have a Gift Card or online credit, you are eligible to pay the remaining amount through any accepted payment method.
Unfortunately split payments are unavailable with WeChat Pay and Alipay. If you have placed a split payment order, using a Gift Card/online store credit, and any of these outlined payment methods, customer care will contact you and issue a refund accordingly.
HOW DO I USE MY ONLINE STORE CREDIT?
You will be able to access your online store credit once you log into your online account. Once you've logged in, you will be able to view the balance of your online credit along the top menu bar. To use this simply add the items to your cart and proceed to the checkout. The credit will be applied to your purchase (unless you select to untick the 'pay with online credit box') and the balance for your new order will be shown.Your Oroton credit can be used online only at oroton.com and will be valid for 12 months from the date of issue.
*In-store store credits can be used online.
HOW DO I APPLY A PROMOTION?
Promotions available online are automatically applied at checkout unless otherwise stated. Sale prices, final sale prices and promotions are the same online as they are in store. If you have a coupon code and it isn't applying, please check the following:
- Require you to Login or Checkout as a guest
- Have a minimum spend
- Have been redeemed already
- Not be valid on certain items and or in conjunction to any other offer
- Have expired
- Have been misspelt
RETURNS
HOW LONG DO I HAVE TO LODGE MY RETURN?
All garments eligible for return must be lodged through our online return portal here within 14 days of delivery or purchase In-Store. After this period, all purchases are final.
You can locate the return portal through your Oroton online account or within our returns policy at the footer on our website.
*Please note that all returned garments must be in original condition, unworn, with all the tags attached, no scent or makeup stains and in the same packaging that they arrived/purchased in. If your return does not meet this criteria, it will not be accepted and will be sent back to the address on file.
WHAT IF I RECEIVE A FAULTY ITEM?
When you receive your order, please inspect all items carefully before trying on - if you notice a fault, please contact our customer care team immediately at customercare@oroton.com and ensure you include your order number and a photo of the fault within your email. The customer care team will respond as soon as possible with a desired solution.
DOES OROTON COVER THE COST OF RETURNS?
Oroton covers the cost of returns for Australian-based customers only.
International customers cover the cost for their returns and the responsibility of the return lies with the customer. We recommend that you use a traceable service to return your parcel as Oroton is not liable for any lost or stolen parcels.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
Returns are processed within 2 - 4 business days of your parcel arriving back at our warehouse.
Returns are processed back to the form of payment used to place the order, i.e. credit card, Afterpay account or credit note. The total amount refunded or credited will be minus original shipping charges (if applied to the order).
Please allow between 3-5 business days for funds to appear in your bank account once your refund has been processed by our team. Alternatively, if your refund was processed back into a store credit, this is instantaneous.
CAN I RETURN A FINAL SALE ITEM?
Unless deemed faulty by the Orton customer care team, products discounted by 60% on our website are final sale and cannot be returned for a credit note or refund.
If you believe your garment is faulty, or if you have any questions regarding sizing, fabrication or fit, please contact our customer care team at customercare@oroton.com or call us on 1800 061 047.
*Please note, if your garment is deemed faulty by Oroton, a refund is only provided if a replacement is not available.
DO YOU OFFER EXCHANGES ONLINE?
Due to the limited nature of our pieces, Oroton online does not facilitate exchanges. The only exception to this is if your garment is faulty or an order error has taken place. We will of course then look into an exchange from our retail stores. Please note this is dependant on stock availability.
If you have a store nearby, you will be able to have this exchanged. To ensure there is stock and that there will be no issues in store, please contact customer care.
PRODUCT
HOW TO CLEAN GOLD VERMEIL AND STERLING SILVER JEWELLERY?
Caring for your sterling silver and gold vermeil jewellery is important as your jewels will naturally tarnish over time. This tarnish is caused when the surface of the metal comes in contact with oils, makeup, perfumes and deodorants on your skin.
We recommend putting your jewellery on last, removing it first - be sure to take off your jewels before you bathe, swim or exercise and avoid direct contact with chemicals such as creams, perfumes, salt and chlorinated water.
It is possible to restore the shine of sterling silver and gold vermeil jewellery by regularly cleaning your pieces with a soft, damp microfibre cloth. Take care not to over-polish as extensive buffing may remove the gold vermeil finish. For tricky areas, such as clasps and setings, you can use a small soft natural bristle brush and warm water. Again, apply gentle pressure, and be sure to thoroughly dry your piece when finished.
Gemstones and pearls are also delicate. Exposure to chemicals and abrasives should be avoided as these can damage colour and lustre. We recommend cleaning your gemstones and pearls with a soft, damp, non-abrasive cloth.
WHAT IS GOLD VERMEIL?
Our beautiful new Vermeil collection is special, designed to last. These unique pieces are crafted from 100% recycled precious 925 sterling silver, finished with a coating of 18 karat gold, which is the most premium, longest lasting jewellery following on from solid gold.
WHAT DEFINES STERLING SILVER?
Oroton's sterling silver jewellery is made from 100% recycled 925 sterling silver. To achieve a longer lasting finish and to protect against tarnishing, our silver jewellery is plated with rhodium. Rhodium is a member of the platinum group of metals and is extremely rare, it is also one of the hardest, most durable metals.
TELL ME ABOUT THE HALLMARKING PROCESS FOR JEWELLERY?
The hallmarking process is an industry-regulated means of identifying the purity of a metal. You will note that jewellery made from precious metals will often be stamped with a set of nubers. Our Oroton gold vermeil and sterling silver pieces are finished with the 925 Hallmark - this applies to our neckalces and bracelets, finished with a custom tag noting the hallmark and Oroton branding, while our rings and earrings feature a finely debossed hallmark.
WHAT IS THE LEATHER CONDITIONER MADE FROM?
The Oroton Leather Conditioner is a specially formulated cream made with the addition of tea tree oil to help you clean and condition all types of smooth leather and synthetic material.
With regular use, it helps to resist soiling, and add gloss and natural lustre. It is suitable for most darker coloured leather, but is not to be used on suede.
HOW DO I USE THE LEATHER CARE PRODUCTS?
Always test any protector, cleaner or conditioner product on a discreet area before applying it to the entire product. Every few months, apply a small amount to your microfibre cloth, working in circular motions. Allow the leather to air dry.
To clean, use a dry or slightly dampened (warm water is best) delicare microfibre cloth, to gently wipe away any marks. While cleaning, make sure that the item does not get to damp as that can effect the leather and stain the product with water marks.
We suggest to dampen the cloth first rather than than the prouduct. Always dry it off completely.
*Please note that leathers such as Saffiano are more delicate, so handle with care.
HOW TO CARE FOR VEGAN LEATHER?
With the right amount of love and care your Vegan leather bag will be enjoyed for seasons to come.
We recommend the following steps to care for your Vegan product:
- Use a soft, slightly damp microfibre cloth to wipe away and dust.
*Please note that the Oroton Leather conditioner is not vegan but can also be used on the product in moderation.
NEED ASSISTANCE?
For all enquiries, free call our Customer Care team from 9:00am to 5:00pm (AEST) Monday to Friday.
Australia 1800 061 047
International +61 1800 061 047
