Our 21 Day Honesty Guarantee
We are super confident you’re going to be satisfied with your products. We also understand that things may not always be as they seem. If for any reason they are not quite right we will exchange or refund any ‘NON CUSTOM’ products within 21 days. 21 days starts from the day we shipped the item to you.
Returning custom shirts and shirt dresses
You will have an opportunity to return a custom item for an exchange or refund if you are not satisfied with the fit. With your guidance we will re-make your shirt or shirt dress in the correct size – we will only make your shirt again for free one time. So be sure you communicate your fit issues so we can nail it second time round.
BUT, you can only return your first custom item. That means if you buy 5 shirts in a multi-buy we will only re-make one item for you.
We strongly suggest, if you are unsure of your size, to order ONE CUSTOM SHIRT OR SHIRT DRESS first, that way if it’s not right we can make it again and then lock in your exact size in your profile so all future orders will be perfect!
How do refunds work with Multi-Buys
If you buy a number of items, and want to return some items for a refund, your multi-buy pricing may be affected.
For example, if you buy 5 items and receive 50% off, and return one item for a refund, your entire order will drop to 40% off. You will no longer receive the other four items at 50% off. A better option will be to opt for an exchange.
If you are unsure of the refund process, please send us an email or jump online to chat and we can explain the process to you, before you submit your return request.
How to Return and Item
If you purchased items at www.oliveandbrown.com.au and would like to return something the item/s must be unworn and in their original condition and packaging. Refer to t&c’s below.
COMPLETE PAPER FORM WITH YOUR ORDER
Complete the paper return from you received with your items. Tick the items you are returning and if you would like to exchange your item be sure to write down the new product SKU code found on our website and your preferred size. If you are missing this form please email firstname.lastname@example.org to request a new form. We are unable to process your return without the completed form.
POST ITEMS BACK
Place the items back in the original bag, use the FREE return label provided and drop off at your nearest Australia Post office. Simply place your items in the original back and place new return label over the old one. I’ve you’ve torn your bag you can pop it into any other bag or box and send back with the return label.
Take your return package to any Australia Post for FREE returns.
If items sent back have been worn or are not in original packaging we will send the items back to you at your cost. So please be sure to take care with the items you want to return.
If you choose to send the items with another courier, we cannot take responsibility for items not showing up at our warehouse.
Once we have received your items and confirm they meet all the t&cs, we’ll happily exchange or refund your item. Please allow up to 7 days for a refund. If you have opted for an exchange, we’ll communicate via email an estimated delivery time for your replaced items. Please note we offer FREE delivery on your first exchange.
Terms and Conditions
- The item must NOT be worn or used in any way.
- Items must be returned in original condition – that means swing tags attached, folded neatly and placed in exact packaging it was received in.
- You are responsible for the return postage on your order. We suggest you use our FREE return label via Australia Post. If your parcel is not trackable we cannot accept responsibility for returns not showing up to our warehouse.
- If you purchase more than one CUSTOM item, we will only be able to exchange or refund one. This is a STRICT policy. So please be sure you have your size right, or order one custom item first to be sure you get the size right.
- Upon receipt of your returned goods, Olive & Brown reserve the right to deny a refund or cancellation if the goods are not deemed in original condition.
- ORDER CANCELLATION – Please choose carefully as we are not able to cancel your order if you change you mind. You will need to wait until you receive the goods and then can return them. There is no cancellation or refund for CUSTOM items. if it’s your first purchase we will allow a size exchange only on one item. Refer to t&cs about our custom orders.
Items will be deemed faulty if they arrive with fabric flaws, seams undone, and marks on fabric. If you notice a flaw you have 21 days to return items. If an item is returned after 21 days, it will not be automatically deemed a fault. Our quality control team will need to assess the items and confirm if it is deemed as faulty or wear and tear.
If the item is deemed faulty we will replace the item. If an item cannot be replaced we will offer a replacement or give a refund.
If you have any questions about a faulty item or return please contact us.
We are unable to refund any orders paid with Afterpay. We can exchange orders to equal value.