Returns, Exchanges & Delivery
Definitions shall have the same meaning as set out in the Terms and Conditions
- RETURNS AND EXCHANGES
2.1. Online Returns Policy - Australian Orders
2.1.1. If you are unhappy with any of our products received, we will happily provide you with an exchange within 30 days from purchase.
2.1.2. Exchanges for online orders and instore will be accepted where the product is returned in its original condition. This includes item not to have been worn, altered or washed. Your returned product must also have the original packaging and MUST also have the original tags still attached, subject only to the ACL.
2.1.3. Clause 2.1.2 does not apply to sale items. We do not accept returns on any sale items, subject only to the ACL.
2.2. Returns Process
2.2.1. Having ensured you meet the above requirements you can exchange your items by sending it to:
Ashen Oak Clothing
Westfield Fountain Gate
Shop 1131A, 25-55 Overland Drive, Narre Warren, VIC 3805
Please note: The more accurate and detailed your return paperwork the quicker we can process your exchange or refund.
2.2.2. Where you require a refund (rather than exchange), we can only accept faulty goods via post to our Online Returns address above
2.2.3. If you request a refund, the purchase price (excluding the delivery charge) will be refunded to you using the original payment method. This will be processed as soon as we receive your returned item(s) and you meet our conditions stated above.
2.2.4. Need help? Get onto our customer service team leader via email at firstname.lastname@example.org
2.3. Received Returns
2.3.1. Once received, your return will be inspected and in most cases be processed within 48 hours. This may be by way of an exchange or refund*.
2.3.2. Please note: In some cases, the garment may need further inspection by the manufacturer before an exchange or refund may be given. You will be contacted if this is the case. We aim to have your refund processed within 24 hours of receiving, however, some faults must be approved by the manufacturer before a refund or replacement can be issued.
2.3.3. Purchases made through Afterpay can only be processed for refunds and exchanges by mail.
2.3.4. If an item happens to be faulty or we have incorrectly sent you the wrong item(s) then we will cover the cost of posting the item back.
2.3.5. We cannot accept ‘cash on delivery’ (COD) payments or deliveries.
2.3.6. In the interests of hygiene, we do not offer a change of mind refunds on activewear or swimwear if the hygiene seal has been removed.
3.1.1. Ashen Oak Clothing is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct.
3.1.2. Standard delivery timeframes are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 3 business days to arrange an agreeable alternative item, a backorder or a full refund.
3.2. Standard Delivery
3.2.1. Standard orders placed by 11 am (AEDT Monday-Friday) will be sent from our store the same day.
3.3. Standard Delivery Charges
3.3.1. FREE delivery within Australia on orders over $100;
3.3.2. $9.95 delivery charge on Australian orders under $100; and
3.3.3. $35 flat rate fee on all International orders.
3.6. Delivery Estimates*
3.6.1. All orders are delivered via Australia Post.
3.6.2. However, we are not responsible for any delays during postage. Please note that signature on delivery is required for all items. If you are not able to sign for your item the driver will leave a post office pick up slip.
3.6.3. If all items you have requested are in stock, we will endeavour to post your order within 1 business day.
3.6.4. Your order will only be processed and shipped once your payment has been confirmed, and the total balance is paid in full.
3.6.5. Please ensure your details are accurate to ensure a speedy delivery. If you have not received your order within the days specified please contact us.
3.6.6. *Please note that the above estimates are only estimated delivery windows. There are factors out of our control that can further delay the arrival of your order.