Shop with confidence knowing you can easily exchange your items if the fit isn't right, swap it for a different design or ask for a store credit. 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 exchange it within 30 days of receipt.
We only offer refunds for having received defective products. As a small business unfortunately, we cant sustain refunds for change of mind or for return to sender.
- Return shipping and associated costs are the responsibility of the customer
- Return delivery costs for faulty or incorrectly supplied items will be the responsibility of OTTWAY
1. In the event that you require an exchange in size or swap for a different design within Australia, please use the following link to process your exchange:
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 in-store at our Flagship Store in 31 Sackville Street, Collingwood (Melbourne) and at our Byron Bay Cabin Store in 15 Lawson Street, Byron Bay (NSW).
If you are not based in Australia, please contact our customer service at firstname.lastname@example.org to start the exchange process.
Please note the exchange process might take up to 15 days
- Please allow 5-6 days since your returned parcel is left at the nearest AusPost until it arrives at our warehouse in Collingwood.
- We will then process the return and prepare your new designs to be picked up by AusPost. This might take us 1-2 days depending on the order's volume.
- Consider some additional days for AusPost to deliver the new parcel at your original delivery address.
We will do our best to shorten this timeframe, but please note timing could vary depending on your location and AusPost’s delivery service.
International exchange process will take longer as the parcel has to travel overseas.
2. In the event you are to receive an incorrect or defective product, please contact us immediately at email@example.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. 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.