RETURNS

RETURNS POLICY

Shop with confidence knowing you can easily exchange your items if the fit isn't right. We want you to be 100% happy with your purchase from us at Ottway. In the unlikely scenario, you receive a faulty item or you want to swap sizes you can return it within 30 days of receipt.

1. In the event that you require an exchange in size or swap for a different design within Australia and New Zealand, please use the following link to process your exchange. Note postage costs are paid by the sender:

https://return.auspost.com.au/OTTWAY_THE_LABEL

Please don't forget to add on a note including your order number and size or alternative design that you require.

You could also personally exchange your designs directly at our Flagship Store in 31 Sackville Street, Collingwood (Melbourne).

If you are not based in Australia or New Zealand, please contact our customer service at hello@ottwaythelabel.com to start the exchange process.

Upon receiving the garment back we will send you out a replacement with the required size as soon as possible. You will be notified via email once we have received your item for exchange. We encourage you to check our size chart before purchase to avoid any inconvenience.

We only offer refunds for having received defective products.

2. In the event you are to receive an incorrect or defective product, please contact us immediately at hello@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 within 15 days of initial arrival. 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. Once we receive your returned goods, we’ll send you an email informing you they have arrived safely. We will then inspect all returns within 2 business days to ensure they are in original condition before proceeding with the reimbursement of the item price. However, we cannot reimburse you for an amount greater than your original postage cost. Therefore, we encourage you to use the most economical postage method for your return.

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.

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