Please find below some of our most Frequently Asked Questions. If your question isn't answered here, or if you would like to get in touch you can reach us via firstname.lastname@example.org
Do you ship overseas?
Yes, we ship worldwide using DHL EXPRESS ensuring best possible service. Please refer to our Shipping page to calculate your cost.
Will I have to pay for customs & duties?
USA Orders are exempt of any duties for orders up to $800 USD.
For other international customers we recommend contacting your local customs office. All international customers are responsible for the customs rates within their own country. Ottway is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.
How do I make sure I order the right size for me?
Please refer to our Size Guide that is located on all product pages for more information and size conversions. As well, you can find our models measurements and the size they are wearing plus a detailed fit description.
Keep in mind the designs are normally made to be slightly oversized.
Do you offer exchanges?
Yes, sure! We want you to be 100% happy with your purchase from us at Ottway.
Please email us at email@example.com including your order number, then our friendly customer service will go through the exchange process with you. Note you can return it within 30 days of receipt.
Do you offer refunds?
We only offer refunds if you have received a defective product. You always can ask for a store credit if you find that the item is not right for you.
Please send an email to firstname.lastname@example.org and we will instruct how to return your item and once we receive it, we will issue you with your store credit.
You can read about our Return Policy here.
What do I do if I receive a faulty/incorrect item?
If you have received the wrong item, or if something is missing from your order, we are sorry! Please email us straight away at email@example.com and we will arrange a replacement or refund for you as quickly as possible. For a faulty item, we request that you also include a photo of the fault. All return details will be provided via email within 48 hours.
My address is wrong, can I update this?
Don’t worry this can happen.
We have a small window before your order is shipped out where we can attempt to update the delivery address for your order. Please email us at firstname.lastname@example.org and let us know your order number and the updated address and we will do our best to fix this up for you.
How long will it take to ship my order?
We ship orders on a daily basis from our Flagship Store in Melbourne, the closer you are from us the fastest the order will get to you. Our daily shipping cut-off time is 2PM. You will then be provided with a tracking link to follow the progress of your delivery with Australia Post.
How can I track my order?
Australia Post is our chosen logistics partner for Australia & New Zealand. Providing a reliable, trackable nationwide service. For shipment tracking visit Australia Post Track
For International Order please use DHL Express Tracking website.
Are all our jackets and shirts unisex?
Yes, our clothes have no gender. Designs and sizes are the same for men and women.
How can I wash the Rarebird Jacket?
The best way to clean your jacket is a gentle spot clean with cold water OR dry cleaning if need be as it is made from microfiber which is more stain resistant than normal suede.
Do you have a shop?
Ottway The Label is an online fashion retailer. This means that you can shop with us 24 hours a day from all over the world and for all our local friends we have our Flagship Store in 31 Sackville St, Collingwood, Melbourne - come and say hi! We have a small number of stockists that carry selected Ottway designs in their boutiques, these are are: Three Stories (Fremantle, WA), Hemley (Fitzroy, VIC), Driftlab (Byron Bay, NSW), Down the rabbit hole (McLaren Vale, SA) Cabin Store (Noosa, QLD) and some others
Do Ottway restock products and can I be notified if an item restocks?
Yes, we restock all our products a few times during the year. Ottway designs don’t follow seasons & trends, there’s always a good time to wear them.
If you are looking for a product that it’s out of stock, you can always leave your email on the product page to be the first to know when it is back in stock.
I spent more than $175 AUD and I haven’t received FREE SHIPPING, why?
Please be aware that our Free Shipping promotion over $175 only applies to Australia and New Zealand.