Shipping & Returns
Delivery of your new product is done with great care at Ottway. Please allow 1-3 business days for your order to be packed and shipped from our warehouse.
We deliver products domestically using Australia Post.
For International deliveries, we use DHL EXPRESS. Shipping times & cost will vary depending on your location:
Excludes time in customs if applicable and may be subject to delay due to causes outside of DHL´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 note Free Shipping may not apply on selected online sale promotions
** Please also note waiting times may be extended during sales/peak periods and to rural areas
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 firstname.lastname@example.org 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. 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.