FAQs

Although we try to accommodate our customers, unfortunately, we are unable to make changes to an order once it has been confirmed.

To protect our customers and minimise fraudulent activity, orders identified as presenting a potential fraud risk may be temporarily held while we verify the payment and account details.

Online
Oroton accepts Credit Cards (Visa, Mastercard, Union Pay), PayPal, Paypal Pay In 4, Afterpay, Klarna, Oroton Gift Cards, Google Pay, Apple Pay and WeChat Pay and Alipay.

In-Store
Oroton accepts Credit Cards (Visa, Mastercard, Union Pay), Afterpay, Oroton Gift Cards, Google Pay and Apple Pay.

Online Gift Cards
Are valid for 3 years from the date of issue and can only be used Oroton Online and in Oroton Stores.

Split Payments
If you have an Oroton Gift Card, you are eligible to pay the remaining amount through any accepted payment method.

Dust Bags: Oroton no longer provides dust bags for the following Outlet items:

• All items under $299 after promotional price, including crossbody bags
• All non-leather collections

Online we have eGift Cards, and in store we have Physical Gift Cards.

eGift Cards can be purchased here and will be delivered to your specified email within the hour of purchasing.

Physical Gift Cards can be purchased in any Oroton store (excluding concession stores).

Online

At checkout enter the unique gift card number and hit 'apply'. Note the total amount will be used from the gift card.

In store

By displaying the Gift Card or eGift Card email so the sales assistant can scan the barcode.

Enter in the 12 or 20 digit gift card number to check your balance.

EG: 111-111-111-111 or 60000000000000000000

All gift cards are valid for 3 years from date of issue (or date of purchase for eGift cards), if your card has expired we cannot extend. Please contact us if you have any concerns.

eGift Cards

On the eGift Card email. It is valid 3 years from the scheduled date.

Physical Gift Cards

On the back of the gift card, and or on the receipt. It is valid 3 years from the scheduled date.

*Please be advised that all expiry dates are input in our systems to avoid fraudalent tampers or where the date rubs off.

Yes, you can pay the remaining amount using a credit card, PayPal or Afterpay method at checkout. Wechat and AliPay split payments are not accepted and your order will be cancelled.

No, you cannot purchase a Gift Card using BNPL or another Gift Card.

No. The Jet Carry On includes a dedicated leather AirTag pocket, however the Apple AirTag itself is not included. 

Yes. Weighing just 3kg, the Jet Carry On balances durability with ease of movement, helping make lifting, carrying, and navigating airports more comfortable.

Your Jet Carry On Roller Case arrives in a protective presentation box with an integrated carry handle, making it easier to transport your purchase home while providing additional protection during storage.

Click & Collect allows you to place your order online and collect it from your selected Oroton boutique at a time that suits you.

Click & Collect is available at all Oroton boutiques. Availability will be shown at checkout.

Orders are typically ready within 2 hours if placed before 12pm, or same day where possible. Orders placed after 12pm may be ready for pick up the following day. We’ll notify you as soon as your order is ready for collection.

When collecting your Click & Collect order, please have your order confirmation email ready on your mobile device. This allows our team to quickly verify your purchase and ensure the correct item is released to you.

Yes, your nominated person will need a copy of your order confirmation. We may contact you to verify authorisation if required.

We will hold your order for 10 days after you’ve been notified it’s ready.

If your order is not collected, you will receive reminder notifications before being cancelled and refunded after 10 days.

If the item is still available, our team can assist you to repurchase it in store. If not, we’ll help you find an alternative.

Once your order is placed, we’re unable to modify it.

If needed, you can:

1. Cancel your order via Customer Care (before fulfilment), or

2. Return or exchange it after collection

Eligible items may be returned to any Oroton Boutique within 14 days of collection for a refund, exchange, or store credit. Items purchased from an Outlet Store may only be returned to an Outlet location.

Please note that final sale items are not eligible for returns or exchanges unless deemed faulty. Click & Collect purchases cannot be returned by post and must be returned in-store.

With proper care, your Oroton leather piece can be enjoyed for many years to come.

To help maintain the appearance and longevity of your leather product, we recommend the following:

• Always test any leather protector, cleaner, or conditioner on a discreet area before applying it to the entire item.
• Every three months, apply a small amount of Oroton Leather Conditioner to a soft microfibre cloth and gently work it into the leather using circular motions. Allow the leather to air dry naturally.
• For general cleaning, use a dry or slightly damp microfibre cloth (warm water is recommended) to gently remove dust and surface marks.
• Avoid saturating the leather, as excessive moisture can cause staining, water marks, or damage to the finish.
• Always dampen the cloth rather than applying water directly to the leather, and ensure the item is thoroughly dried afterwards.
• Store your leather item in a cool, dry place away from direct sunlight, heat sources, and humidity when not in use.

Please note that certain leathers, including Saffiano and other embossed finishes, require additional care and should be handled gently to preserve their texture and appearance.

With the right care, your Oroton vegan leather piece can be enjoyed for seasons to come.

We recommend the following to help maintain its appearance:

• Gently wipe the surface with a soft, slightly damp microfibre cloth to remove dust and everyday marks.
• Avoid excessive moisture, harsh cleaning products, solvents, and abrasive materials.
• Store your item in a cool, dry place away from direct sunlight and heat sources when not in use.
• Avoid prolonged contact with dark fabrics, oils, cosmetics, and other materials that may cause colour transfer or staining.

Please note that the Oroton Leather conditioner is not vegan but can also be used on vegan leather products in moderation.

While Oroton does not offer an in-house repair service, we are always happy to explore other options where possible.

If your Oroton product requires a replacement component, such as a strap, buckle, or other removable parts, please contact our Customer Care Team at [email protected] with your proof of purchase and clear photos showing the issue. We will do our best to source a suitable spare part from our current or archived stock.

Please note that, due to the age of some styles and the limited availability of components, we cannot guarantee that an exact match will be available. In some cases, we may only be able to offer a similar replacement part that closely matches the original design.

For previous-season or vintage Oroton pieces requiring repair, we recommend contacting your nearest Oroton store for recommendations on reputable local repair specialists. You may also obtain a repair quote from Sole Heeled via their website here.

Please note that any repairs undertaken by a third-party repair provider are arranged directly between you and the repairer. Oroton cannot accept responsibility for any loss or damage that may occur as a result of third-party repairs.

Oroton products are crafted from quality materials and designed to be enjoyed for years to come. Over time, signs of use may naturally develop through regular wear, handling, storage, and exposure to environmental factors.

Examples of normal wear and tear may include:

• Minor scratches, scuffs, marks, or surface abrasion
• Softening, creasing, stretching, or ageing of leather and materials
• Fading, discolouration, or colour transfer from clothing and accessories
• Drying or cracking resulting from age, environmental exposure, or inadequate care
• General deterioration consistent with the product's age, use, and care

Damage arising from accidents, misuse, improper storage, failure to follow care instructions, unauthorised repairs, or alterations may also affect the performance and appearance of a product and may not be considered a manufacturing fault.

For example, colour transfer from dark denim or other dark materials onto lighter-coloured leather is a common occurrence that can be difficult or impossible to remove. We recommend taking care when wearing light-coloured leather products with dark fabrics and seeking care advice where required.

If you believe your product has developed a fault, our Customer Care Team will be pleased to assess the item. Please email [email protected] with your proof of purchase and clear photos of the concern to start your claim. Each assessment is considered individually, taking into account the nature of the issue, the age of the product, how it has been used, and the expectations of a reasonable consumer.

Where a manufacturing fault in materials, hardware, components, or workmanship is identified, remedies will be provided in accordance with the Australian Consumer Law.

At Oroton, we are committed to creating beautifully crafted products using quality materials designed to be enjoyed for years to come. Proper storage plays an important role in maintaining the appearance and longevity of your leather item.

We recommend the following:

• Store your Oroton product in its dust bag, where provided, when not in use. Please note that not all products are supplied with a dust bag.
• Avoid storing leather products in plastic bags or airtight containers, as leather is a natural material that requires airflow.
• Store your item in a cool, dry, well-ventilated area away from direct sunlight, heat sources, and humidity.
• When possible, maintain the shape of your bag by lightly stuffing it with acid-free tissue paper while in storage.
• Avoid placing heavy objects on top of your product, as prolonged pressure may cause permanent indentations or distortion.
• Take care not to overfill your bag during use, as this may stretch the leather, alter its shape, and place unnecessary stress on seams and hardware.
• For longer-term storage, ensure the item is clean and completely dry before placing it away.

Please also be mindful that hand sanitiser, perfume, cosmetics, and other alcohol-based products can damage leather and hardware finishes. We recommend avoiding direct contact wherever possible.

As leather is a natural material, subtle changes in texture, softness, and appearance may occur over time and are part of the character of a well-loved leather piece. With proper care and storage, your Oroton product can be enjoyed for many years to come.

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.

Your Sterling Silver & Gold Vermeil pieces are designed to be worn every day. Not to be confused with regular gold plating, gold vermeil is a thick, long-lasting, durable layer of 18k solid gold over high-quality precious sterling silver. We use 18k gold that is a minimum 2.5 microns thick, to classify vermeil, layered over 925 sterling silver. Second to solid gold, Gold Vermeil and Sterling Silver is the most premium, long lasting type of 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 numbers. Our Oroton gold vermeil and sterling silver pieces are finished with the 925 Hallmark - this applies to our necklaces and bracelets, finished with a custom tag noting the hallmark and Oroton branding, while our rings and earrings feature a finely debossed hallmark.

Caring for your sterling silver and gold vermeil jewellery is important as your jewels will naturally develop a patina over time. Patina is created when the surface of the metal comes in to contact with oils, makeup, perfumes and chemicals on your skin.

We recommend putting your jewellery on last, removing it first. 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 cleaning your pieces with a soft, damp microfibre cloth. Take care not to over-polish as extensive buffing may remove the gold vermeil over time. For tricky areas, such as clasps and settings, you can use a small soft natural bristle brush and warm water. 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.

Please follow the ring guide for measurements. Our rings come in Small, Medium and Large sizing.

This range of accessory products, designed for our pets include dog collars and dog lead.
 
All dog collars come in sizes: small, medium, and large.

To select the perfect size dog-collar, we have added a helpful dog weight index below. Make sure to select the collar that best corresponds with the weight range of the dog you are purchasing for. All dog pet accessories are suitable for puppies, adult or senior dogs depending on their size and weight, fitting within our guidelines.

• Our size S leather and webbing collars are not suitable for dogs over 9kg.
• Our size M leather and webbing collars are not suitable for dogs over 22kg.
• Our size L leather and webbing collars are not suitable for dogs over 35kg.

*Refer to circumference details on sizing chart. All weight information denotes maximum weight and not to be exceeded.

Oroton does not assume any liability or responsibility for the accuracy, completeness, reliability or usefulness of the dog breed information provided in the table below. All weight information denotes maximum weight and not to be exceeded.

Cat collars comes in one size and can be adjusted by using the buckle, it also has a safety break away clip. Our cat collars can be used for all cats up to 6kg, - refer to circumference details on sizing chart below.

To select the perfect size cat-collar, we have added a helpful cat weight index below. Make sure to select the collar that best corresponds with the weight range of the cat you are purchasing for.

*Denotes maximum weight.

We have performed extensive in-house testing of this product at factory level as well through independent external laboratories.

The Dog/Cat Collar has been successfully tested for tensile strength, clip/closure mechanism reliability, hardware drop, bucket torque, resistance to corrosion, tension, colour fastness, flex and abrasion resistance, and leather and textile material chemical testing.

We have obtained certified testing reports for all external laboratory testing.

We have performed extensive in-house testing of this product at factory level as well through external independent laboratories.

The Dog Lead has been successfully tested for tensile strength, clip/closure mechanism reliability, hardware drop, bucket torque, resistance to corrosion, tension, colour fastness, flex and abrasion resistance, and leather and textile material chemical testing.

We have obtained certified testing reports for all external laboratory testing.

We extensively test all products to ensure goods are safe and commercially acceptable within the Australian Standards and Australian and Global regulatory testing guidelines.

Whilst every effort has been made to ensure this product is safe for your dog, we understand all animals are different, please follow our size and weight guide provided.

*Oroton does not assume any liability or responsibility for the accuracy, completeness, reliability or usefulness of the dog breed information provided in the size guide.

We extensively test all products to ensure goods are safe and commercially acceptable within the Australian Standards and Australian and Global regulatory testing guidelines. Whilst every effort has been made to ensure this product is safe for your dog, we understand all animals are different, please follow our size and weight guide provided.

*Oroton does not assume any liability or responsibility for the accuracy, completeness, reliability or usefulness of the dog breed information provided in the size guide.

This design is created from a vegetable-tanned leather, a process that uses natural tannins to colour the hide. Expect this beautiful leather to develop a rich patina and darken over time depending on frequency of use and environmental conditions.

All pet accessories can be wiped clean with a cloth or sponge, ensure leather is dry before applying leather wax or conditioner. If hardware is in water for long periods of time or in various water conditions like Chloride or saltwater this will accelerate the wear and tear and may cause the hardware to corrode or tarnish sooner.

Oroton is not liable if the pet chews and breaks products, if product is left outdoors in direct sun when not being used or if the product and becomes damaged from weather conditions including rain or water.

Take care with webbing to ensure it does not get caught on rough surfaces that might pull the fibers. Where possible, do not allow the webbing and leather to become wet, but in the case the webbing and leather become wet, leave to dry in a cool place and away from direct contact with the sun.

Note: applying care products, wax or conditioners will also create a darker tone. Your leather is designed to soften with wear – a lived-in look we love.