FAQ's

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 hello@ottwaythelabel.com

 

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 shirts are 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 hello@ottwaythelabel.com including your order number, then our friendly customer service will go through the exchange process with you. Note you can only return it within 15 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 hello@ottwaythelabel.com 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 hello@ottwaythelabel.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 hello@ottwaythelabel.com 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 receive my order?

You can check the estimated delivery time in this table.

Please allow 1-3 business days for your order to be processed & shipped as per our shipping policy. You will then be provided with a tracking link to follow the progress of your delivery with Australia Post.

Due to the COVID-19 we are experiencing several delays, mainly on the International orders due to freight disruptions. Please be aware your delivery may be delayed from 2-3 weeks.

 

How can I track my order?

Australia Post is our chosen logistics partner. Providing a reliable, trackable nationwide service. For shipment tracking visit Australia Post Track

 

Are all our jackets and shirts unisex? 

Yes, our clothes have no gender. Designs and sizes are the same for men and women.

 

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. We have a small number of stockists that carry selected Ottway designs in their boutiques, these are are: Three Stories (WA), Gypsy & Co (VIC) and Cabin Store (QLD).


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.

 

Do you ship overseas?

Yes, we ship worldwide. You can calculate your shipping cost here.

 

Will I have to pay for customs & duties?

Yes, all international customers are responsible for customs & duties within their own country. For further information, we recommend contacting your local customs office. Ottway is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.

 

What currency is used online?

 All prices are charged in Australian Dollars (AUD) at checkout.

 

I spent more than $175 and I haven’t received FREE SHIPPING, why?

Please be aware that our Free Worldwide Shipping promotion over $175 only applies to Australia.

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