RETURNS POLICY
Return your order and receive a Store Credit. Shop with confidence knowing you can easily return your items within 30 days of receipt if the fit isn't right. We want you to be 100% happy with your purchase from us at Ottway.
Any questions? Please contact our customer service at wecare@ottwaythelabel.com
NO RETURNS OR EXCHANGES ON SALE ITEMS - This applies to any discounted product and/or any product part of the Mates Rates collection.
We only offer refunds in the unlikely scenario of having received defective products. As a small business unfortunately, we cant sustain refunds for change of mind or for return to sender.
- Return shipping and associated costs are the responsibility of the customer
- Return delivery costs for faulty or incorrectly supplied items will be the responsibility of OTTWAY
1. In the event that you require an exchange in size or swap for a different design within Australia, please use the following link to process your exchange:
https://return.auspost.com.au/OTTWAY_THE_LABEL
Please don't forget to add on a note including your name, order number and reason for return.
Once the return is received at our warehouse, and after checking it is in perfect condition, we will proceed with the Store Credit so you can place your new order and select a new size or design.
You could also personally exchange your designs directly in-store at: Our Flagship Store in 31 Sackville Street, Collingwood (Melbourne), Bondi Store in 129 Glenayr Avenue, Bondi Beach (Sydney) and at our Byron Bay Cabin Store in 15 Lawson Street, Byron Bay (NSW).
If you are not based in Australia, please contact our customer service at wecare@ottwaythelabel.com to start the exchange process.
Please note the exchange process might take up to 15 days
- Please allow 5-6 days since your returned parcel is left at the nearest AusPost until it arrives at our warehouse in Collingwood.
- We will then process the return and send your Store Credit to the email linked with your original order. Please allow 1-2 days.
- Please check your spam/deleted folders for your Store Credit.
We will do our best to shorten this timeframe, but please note timing could vary depending on your location and AusPost’s delivery service.
International exchange process will take longer as the parcel has to travel overseas.
2. In the event you are to receive an incorrect or defective product, please contact us immediately at wecare@ottwaythelabel.com along with your name, order number, receipt or proof of purchase and the item/s you wish to return. All return details will be provided via email within 48 hours.
Goods must be returned in their original condition, unworn, with tags and returned to us. Failure to return items as listed above may result in the return being rejected and returned to the customer without credit. It is your responsibility to ensure the items reach our premises, so please use a trackable service to ensure your return arrives to us safely. We will inspect all returns to ensure they are in original condition before proceeding with the return process.
Refund amounts for returned items will be credited to you in the payment method originally used to purchase.
Ottway is committed to providing exceptional customer service and quality products. Please feel free to contact us if you have any concerns regarding the shipping and returns of your purchase.