Returns & Exchanges Policy

We accept returns for refund, store credit 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 visit our Returns Portal and follow the prompts to return the items to us.

Refunds:

• Refunds will be issued once your return is received by our warehouse team.
• Please allow 1 business day for your refund to be processed; however, it may take additional time for the funds to appear in your account, depending on your bank or payment provider.
• Refunds will always be processed to the original payment method used at the time of purchase. If you are unable to receive a refund via your original payment method, a store credit will be issued instead.

Store Credit

• Store credits will be issued once your return is received by our warehouse team.
• Please allow 1 business day for your return to be processed.
• You will receive an email containing your store credit. Please be sure to check your junk folder if you are unable to find it.

Instant Exchanges

• Instant exchanges allow you to receive your exchange item faster.
• You will have the option to swap for a different variant (size) or you can elect to shop with your credit to swap for a different style.
• Your exchange item will be fulfilled by our warehouse team prior to you returning your original items.
• You will have 14 days to return the original items before you are charged to your preferred payment method.

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.

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.

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.

To create a gift return, please head over to our returns portal here. Follow the prompts to lodge your request.

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