Frequently Asked Questions (FAQ)
Shipping FAQs
1. How much does shipping cost?
Shipping is free for all orders within Australia. For international orders, shipping costs are calculated at checkout based on your location and order size. Free shipping may be available for orders exceeding a certain value (details displayed at checkout).
2. How long does shipping take?
- Australia: Delivery takes approximately 3-7 business days after processing.
- International: Delivery times vary by region and are estimated to be 7-14 business days.
3. When will my order be processed?
Orders are processed within 1-2 business days (Monday to Friday). Orders placed on weekends or holidays will be processed on the next business day.
4. Can I track my order?
Yes, once your order is shipped, you will receive an email with a tracking number to monitor your package. If you do not receive your tracking details, please contact us at Support@oakbourne-studios.com.
5. Do you ship internationally?
Yes, we ship internationally. However, customers are responsible for any customs duties, taxes, or fees that may apply to their order.
6. What happens if my package is lost or delayed?
If your package is lost or delayed beyond the estimated timeframe, contact us at Support@oakbourne-studios.com. We will work with our shipping partners to resolve the issue as quickly as possible.
Return and Refund FAQs
1. What is your return policy?
Items can be returned within 30 days of delivery if they are in their original condition, unworn, unwashed, and with all original tags and packaging. Sale or discounted items may not be eligible for returns unless they are defective or damaged upon arrival.
2. How do I initiate a return?
Email us at Support@oakbourne-studios.com with your order number and reason for the return. Once approved, you will receive instructions on how to return the item.
3. Who pays for return shipping?
Customers are responsible for the cost of return shipping unless the item is defective or incorrect. We recommend using a trackable shipping method to ensure your return is received.
4. When will I receive my refund?
Refunds are processed to your original payment method within 5-7 business days after the returned item is received and inspected.
5. Can I exchange an item?
We only replace items if they are defective, damaged, or incorrect. For exchanges, please contact us at Support@oakbourne-studios.com.
6. Are any items non-returnable?
Certain items, including gift cards, intimate or personal care items, and final sale items, are not eligible for return.
7. How do I cancel my order?
Orders can be canceled within 24 hours of placement. To cancel your order, email Support@oakbourne-studios.com as soon as possible.
8. What if my item arrives damaged or defective?
If your item arrives damaged or defective, contact us immediately at Support@oakbourne-studios.com with photos of the issue. We will arrange for a replacement or refund.
9. I haven’t received my refund. What should I do?
If you haven’t received your refund after 7 business days, please check with your bank or credit card provider, as it may take additional time to post. If you still need assistance, contact us at Support@oakbourne-studios.com.
If you have further questions, feel free to contact us via email at Support@oakbourne-studios.com or call us at:
- Australia: +61 412285455
- Netherlands: +31 0610701456
