Shipping & Returns

SHIPPING

IMPORTANT COVID19 International Shipping updates - please make sure you read this before placing your international order:

https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates

Delivery of your new product is done with great care at Ottway. Shop over $175 and score FREE SHIPPING in all domestic orders. Please allow 1-3 business days for your order to be packed and shipped from our warehouse.

DOMESTIC RATES

We deliver products domestically using Australia Post:

 SERVICE TOTAL ORDER COST
Standard Shipping (3-7 days) under $175 AUD $10 AUD
Standard Shipping (3-7 days)
over $175 AUD FREE
Express Shipping (1-2 days) Flat Rate $25 AUD


INTERNATIONAL RATES

For International deliveries, we use Australia Post International. Shipping times & cost will vary depending on your location - please note all the indicative shipping times are pre-COVID19* please refer to the link above for updated information:

COUNTRY SERVICE COST
New Zealand Express Shipping (2-3 days) $25 AUD
North America
Express Shipping (3-5 days)
$25 AUD
Europe
Express Shipping (3-5 days)
$35 AUD
Asia
Express Shipping (2-3 days)
$35 AUD
Rest of the World
Express Shipping (5-7 days)
$50 AUD

*International Shipping under COVID-19
At OTTWAY, we are committed to service excellence and we endeavour to get orders to our customers as quickly as possible, now more than ever, but unfortunately COVID-19 restrictions, and delays with Australia Post due to flight constraints and social distancing measures, have impacted our International delivery timelines.
To overcome this, we have temporarily disabled the International Standard Shipping option and only offering International Express Shipping and our customer experienced staff are working to follow up with any queries more closely than ever before. However, please note that International Orders may experience delays of up to 4 weeks for some countries. Please refer to the link above from Australian Post.
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Please note International Express Shipping includes signature on delivery.

All services exclude time in customs if applicable and may be subject to delay due to causes outside of Australia Post´s control. All duty & taxes charged by the destination country are at the customers’ expense. After we have dispatched your order, you will receive an email that will contain tracking information.

** Please also note waiting times may be extended during sales/peak periods and to rural areas

 

RETURNS POLICY

Shop with confidence knowing you can easily return or exchange your items. 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 15 days of receipt.

We only offer refunds for having received defective products.

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 60 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. You will need to cover the postage costs yourself until goods are assessed. 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 and postage costs. 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.

In the event that you require an exchange in size, upon receiving the garment back we will send you out a replacement with the required size as soon as possible. If there is no availability, we will proceed with the reimbursement. 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.

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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