Refunds & Exchanges Policy
Returns & Exchanges
We hope you love your new purchase! However, should you need to request a Return, we ask that you take the time to read our Returns Policy below.
Eligibility
- Returns must be made within 30 days of purchase.
- Any items found to be worn, damaged or missing original packaging will not be eligible for return.
- Final sale (Clearance) items are ineligible for return.
- Shipping fees and shipping protection are non-refundable.
- Customers are responsible for the cost of return shipping for returns and exchanges. This process is facilitated through our dedicated returns portal.
- Incorrectly received or damaged items must be acknowledged within 1 day of receiving your order. Our customer service team will work with you to have these items replaced.
All Silver & Gold Tier Rewards Customers will be eligible for free returns and exchanges.
Domestic Returns
We accept returns for refund and exchange within 30 days of purchase.
A $10 shipping label fee applies to all returns and exchanges but is waived for Silver & Gold Tier Rewards Members.
To lodge your return, please head to our Returns Portal and follow the prompts to return the items to us. Once your products(s) are received back to our warehouse and are processed, your refund or exchange will be issued.
Refunds are typically processed within 3 to 5 business days; however, it may take additional time for the funds to appear in your account, depending on your bank or payment provider.
International Returns
We accept Returns for Refund within 30 days of purchase for all international orders. Customers are responsible for covering the shipping costs associated with returning the items. This process is facilitated through our dedicated returns portal.
To lodge your return, please head to our Returns Portal and follow the prompts to return the items to us. Once your products(s) are received back to our warehouse and are processed, your refund will be issued.
Due to the nature of duties and taxes being collected upfront for international orders, refunds will include the amount paid for the product(s) only. Duties and taxes are non-refundable.
Refunds are typically processed within 3 to 5 business days; however, it may take additional time for the funds to appear in your account, depending on your bank or payment provider.
In-store Returns & Exchanges
If you wish to return for refund or exchange in store, please ensure you have a purchase receipt or an online order number if the item was purchased online. To view our store details and opening hours please click here.
Refunds can only be processed onto the original card used for the purchase. Where this is not possible, the refund will be processed onto an ORTC gift card. Please note that Clearance products cannot be exchanged in store.
Click & Collect Returns & Exchanges
We do not offer returns or exchanges for Click and Collect orders at our Adelaide Warehouse. If you wish to exchange an item we encourage you to visit our store at 66 The Parade, Norwood,
If you return your item back to our warehouse in Edwardstown, it will not be processed immediately.
Gift Returns & Exchanges
To create a gift return, please head over to our returns portal here. Follow the prompts to lodge your request.
Returning Damaged Products
In the unlikely event that an item arrives damaged, please let us know as soon as possible. Damaged goods returns must be acknowledged within 1 working days of receiving your order by contacting us at hello@ortc.com.au
