FREQUENTLY ASKED RETURN QUESTIONS
EXTENDED CHRISTMAS PERIOD 2023
With Christmas fast approaching we have extended our Exchange policy.
Any purchases made in store or online between the 10th of November and 25th of December, can be exchanged for product or store credit until January 15th 2023.
Full Price purchases and policy remains the same and can be returned for a refund within the standard exchange period of 14 days since purchase date in store or arrival date from online. This exchange condition does not affect items that are deemed as faulty.
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.
FULL PRICED PRODUCTS
We will gladly refund in accordance with the following conditions:
- Item(s) are purchased at full price and returned within 14 days from arrival date.
- Full Price item is returned with proof of purchase*
- Full Price item is returned in new condition and unused with all tags attached
- Not a Gift Card
Once we receive your return, a refund for the value of your item(s) excluding shipping charges will be processed back to the same account used to make your purchase in 3-5 business days. Please note that we are unable to provide online exchanges.
If the item being returned is a gift, it must also follow the above listed conditions.
'Discounted Items' refers to items that are purchased from our Outlet*, are on sale or have a promotion applied. We will gladly offer an Exchange (in store only) or online credit on discounted items, in accordance with the following conditions:
- Discounted item(s) is returned within 14 days from arrival date.
- Discounted item(s) is returned with proof of purchase*
- Discounted item(s) is returned in new condition and unused, with all tags attached
- Discounted item(s) are not marked as 'Final Sale'
- Item(s) are not discounted by more than 69% off the original RRP
The amount credited will only cover the value of the item(s) purchased, shipping charges are not credited.
Note, online credit notes are valid for 12 months from date of issue date.
*We only provide refunds on Discounted items when it is deemed faulty and we are unable to provide online exchanges. If you wish to exchange a sale item, you can do so in store.
Final sale and clearance sale applies to items that have been marked down to clear. Items that are marked with final sale or clearance sale are not eligible for return or exchange, unless in the event of them being faulty. We recommend choosing carefully to avoid disappointment and suggest contacting us for assistance, prior to purchasing. Any item that is discounted from 60% 0ff is considered Final Sale and or Clearance. Final Sale and Clearance will be displayed in your Order Confirmation and by category on the Website.
By purchasing a final sale item you agree that the item cannot be returned or exchanged for another item. If final sale items have been returned to an Oroton warehouse or store without authorisation, items will be returned to sender at the senders expense.
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.
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.
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 email@example.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.
RETURNING YOUR PURCHASE
You can return your online purchase by mail free of charge within Australia 14 days from arrival date. Please print your pre-paid shipping label here. Drop off your return parcel to any Australia Post Office so we can track it safely back to us.
Please visit any of our Oroton Boutique or Oroton Factory Outlet stores within 14 days from arrival date. Please note that Afterpay and PayPal purchases are only eligible for an exchange of the same value or a store credit. Klarna, Alipay and WeChat Pay is not accepted in our stores.
We do not cover the cost of international returns or provide online exchanges. We will provide a refund upon receiving the return in their original condition and returned within 14 days of receiving your delivery.
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.
Item/s in their original condition, with tags and hygiene stickers still attached may be returned within 14 days of purchase (or arrival) date.
Item/s can be returned outside of this where deemed faulty.
Sun and chemical fading or discolouration does not deem a product faulty.
If Swimwear items have been returned to an Oroton warehouse or store, in unoriginal condition, without tags and hygiene stickers attached, items will be returned to sender at the senders expense.
Due to hygiene reasons, pierced earrings are unable to be returned for change of mind, unless deemed faulty.
Due to hygiene reasons and current Covid-19 health restrictions, face masks are unable to be returned for change of mind, unless deemed faulty.
If you're unable to find the answer to your question listed on this page, please do not hesitate to get in touch with our Customer Care team at firstname.lastname@example.org or 1800 061 047.