Our Head Office is located in Hawthorn East, Victoria, and every second Friday, we open the front of our office to the public as our 'Styling Studio'. This gives our customers the opportunity to try on all the OnceWas pieces available online. You can check here for the next Styling Studio open date.

We accept all major credit cards, Afterpay, Klarna, and PayPal Pay in 4. Please refer to our Returns Policy for details on using these payment methods.

Preorder means you are purchasing an item before we have the physical stock available. Our preorder items are marked with a preorder banner and will always include the preorder dispatch information in the product description.

We understand that leather is a deeply personal choice. All of our leather is ethically and sustainably sourced as a by-product of the meat industry — a practice that helps reduce waste and supports more responsible manufacturing. While we know this may not align with everyone’s values, we’re committed to transparency and mindful sourcing in everything we do.

You can use our Size Guide here to help you find your perfect size. We also provide all garment measurements on each product page under 'Size and Fit'. We recommend comparing these measurements to something similar in your own wardrobe to help with sizing.

If you need any further assistance at all with sizing or styling please feel free to reach out to us via phone at 0478 041 230, or via email hello@oncewas.com.au. Our Customer Care Team is available Monday to Friday, 9 am to 5 pm, and are more than happy to help.

To use your discount code, simply copy and paste it into the checkout screen and click "Apply." Please note that different discount codes may be subject to specific terms and conditions. If you encounter any issues using a code, feel free to contact our Customer Care Team at hello@oncewas.com.au or on 0478 041 230.

If you need to adjust any order details please get in touch via phone 0478 041 230 or email hello@oncewas.com.au as soon as possible via email or phone, and we’ll do our best to help. Please keep in mind that orders placed before 1 pm are dispatched on the same day, so we process them promptly.

Yes, please get in touch with our Customer Care Team via phone 0478 041 230 or email hello@oncewas.com.au, and we’ll assist you with this. We recommend using one account moving forward so you can accumulate all your loyalty points in the same account.

If you're having trouble logging into your account, firstly, make sure you've already created an account with a password. If not, you may need to sign up first. If you’ve already registered but still can’t log in, please reach out to us via phone 0478 041 230 or email hello@oncewas.com.au, and we can assist you by sending a password reset.

In line with our sustainability values, we order smaller quantities to minimise wastage of excess garments, which means our stock is limited.

If your size is showing as sold out online, we recommend registering for a back-in-stock notification. Simply select your sold-out size, and a ‘notify if back in stock’ button will appear, allowing you to be notified by email when the item is restocked

Please feel free to also reach out via phone 0478 041 230 or email hello@oncewas.com.au and we can share our list of stockists who have also purchased these items for you to try.

If you receive a faulty item, please contact our Customer Care Team as soon as possible. You can reach us by phone at 0478 041 230 or by email at hello@oncewas.com.au, and we’ll assist you with the issue.

For general enquiries, you can contact us through our online chat, by phone 0478 041 230, or via email hello@oncewas.com.au. Our Customer Care Team is available Monday to Friday, 9 am to 5 pm, and we’re here to assist you!

Caring for Your Wool Garments

At OnceWas, we take great care in selecting premium natural fibres for our garments, including our wool blends—chosen for their softness, durability, and timeless style. With the right care, your wool pieces can be cherished and worn for seasons to come.

Pilling and Shedding

Pilling is a natural characteristic of wool and wool-blend garments and may occur through general wear—particularly in areas of friction such as under the arms or sides. This is not a fault but a result of the soft, natural fibres interacting with movement and abrasion.

To keep your garments looking their best, we recommend gently removing pills with a de-pill comb or fabric shaver. A quick de-pill every few wears will help maintain a smooth finish and prolong the life of your piece.

Some light shedding can also occur, particularly with brushed or textured wools. This will settle over time as the fibres naturally compact with wear.

Maintaining Shape and Appearance

To maintain the appearance of brushed or lofted wool garments, you may gently revive the fibres with a soft bristle garment brush. Avoid over-brushing, as this can weaken the structure of the wool.

We always recommend storing your wool garments folded (not hung), in a cool, dry place to preserve their shape and prevent stretching.

With Love and Care

Our wool garments are designed to be worn, loved, and lived in. With the right care, they’ll continue to provide comfort and style year after year.

If you have any questions about caring for your OnceWas pieces, our Customer Care Team is here to help.

Yes, we offer shipping across Australia and internationally. For detailed shipping costs, please visit our shipping page here. If your country is not listed, feel free to contact us, and we'll arrange a shipping quote for you.

Shipping is free for all Australian orders over $300. For orders under $300, there's a flat rate of $10. We also offer express shipping for $15. For international shipping costs, please check our Shipping page here for detailed information.

Once your order is dispatched from our warehouse, you’ll receive an email with tracking details. You can use this link to track your parcel’s journey.

For pick-up orders, once your order is ready for collection from our Head Office, you'll be notified via email. After receiving this notification, you're welcome to collect your order during our office hours, Monday to Friday, 9 am to 5 pm.

All orders placed before 1 pm will be shipped out the same day. Shipping timeframes are typically 2-4 business days for metro areas and 4-6 business days for rural areas. You can view our full shipping information here.

*Please note, these timeframes may vary depending on conditions with Australia Post and during their Peak Seasons (November and December). Once your parcel is with them, unfortunately, any delays are out of our control.

If you order both a preorder item and an in-stock item, we typically wait until your full order is ready before dispatching. However, if you'd like your in-stock item sent earlier, feel free to contact us via phone 0478 041 230, or via email at hello@oncewas.com.au and we can arrange this for you.

Yes, we offer Same Day Delivery in partnership with Rendr for customers within a 50km radius of our head office in Hawthorn East, Victoria, Monday to Friday (excluding public holidays). Orders must be placed by 11:30am to receive Same Day Delivery by 6pm. If placed after 11:30am, delivery will be scheduled for the following business day. Delivery costs are calculated based on your location and are shown at checkout.

You can read more about our Same Day Delivery option here

To process a return, please use our returns portal here. Before making a purchase, we recommend you take a moment to read through our Returns Policy to ensure your order will be eligible for a return.

To be eligible for a return, your order must meet the conditions set out in our Returns Policy. Items must be unused, in original condition, and with tags still attached. Please note that during Sales and Promotions, different return conditions may apply and you can find more details here. If you're unsure, don’t hesitate to reach out for further assistance via phone 0478 041 230, or via email at hello@oncewas.com.au.

For returns, there is a flat fee of $15 if you are option for a refund or store credit. However, Exchanges are completely free of charge. We provide your Return Label to you once you have processed your return through our portal here

Unfortunately, we are unable to accept returns or offer an exchange for OnceWas items purchased at one of our independent stockists as they are a separate business to ours.

Please review their Return Policy at the time of purchase, as it may differ from ours.

Please note that sales and promotions may have varying return eligibility, which can be viewed here. Any items marked as "FINAL SALE" are not eligible for return or exchange unless faulty.

To keep your OnceWas pieces looking their best, always follow the care instructions provided on the garment label. These can also be found online on each product page.

Proper care helps preserve the quality, fit, and feel of your garments—so you can enjoy them for seasons to come.

Caring for Your Wool Garments

At OnceWas, we take great care in selecting premium natural fibres for our garments, including our wool blends—chosen for their softness, durability, and timeless style. With the right care, your wool pieces can be cherished and worn for seasons to come.

Pilling and Shedding

Pilling is a natural characteristic of wool and wool-blend garments and may occur through general wear—particularly in areas of friction such as under the arms or sides. This is not a fault but a result of the soft, natural fibres interacting with movement and abrasion.

To keep your garments looking their best, we recommend gently removing pills with a de-pill comb or fabric shaver. A quick de-pill every few wears will help maintain a smooth finish and prolong the life of your piece.

Some light shedding can also occur, particularly with brushed or textured wools. This will settle over time as the fibres naturally compact with wear.

Maintaining Shape and Appearance

To maintain the appearance of brushed or lofted wool garments, you may gently revive the fibres with a soft bristle garment brush. Avoid over-brushing, as this can weaken the structure of the wool.

We always recommend storing your wool garments folded (not hung), in a cool, dry place to preserve their shape and prevent stretching.

With Love and Care

Our wool garments are designed to be worn, loved, and lived in. With the right care, they’ll continue to provide comfort and style year after year.

If you have any questions about caring for your OnceWas pieces, our Customer Care Team is here to help.

To ensure the longevity of your beautiful new leather piece, we’ve put together some recommendations to help you care for your leather garment and keep it looking stunning for years to come.

Due to the nature of the dyes used in creating this garment, please be aware that the colour of your leather garment may rub off or transfer onto lighter fabrics or surfaces, especially when new. We recommend extra care is taken when cleaning and wearing.

It is important to keep your garment away from oils, perfumes, and alcohol based products as they can stain the leather, as well as any sticky or adhesive surfaces as adhesive agents can strip the top layer and colour off the leather. It is also recommended to exercise caution with abrasive surfaces and sharp objects, including jewellery, which can scratch or puncture the leather surface.

In the event of a spill, we recommend wiping liquids off your leather as quickly as possible to avoid permanent damage. For
minor spots, use a clean, damp cloth to gently wipe the affected area. Avoid using excess water.

For deep cleaning your garment, always seek the services of a professional leather cleaner.

Regularly apply a leather conditioner to keep the leather soft and supple and follow the conditioner’s instructions carefully.

To store your leather pieces, we recommend placing them in a garment bag and hanging them in a cool, dry, environment. Avoid folding your leather to prevent creasing.

Sign in to your account by clicking the black Rewards tab and ensuring you are logged in. From here, click Ways to Redeem to view a list of rewards available to unlock. Once you select the reward you wish to unlock, a unique code will appear. You can copy and paste this code into the checkout or click Apply Code to automatically apply it. This unique code will also be emailed to you.

You can read further information about our Loyalty Program here

You are only able to use one reward per order and cannot combine multiple rewards in a single transaction.

Our stockists operate as independent businesses. As a result, any purchases made directly through them cannot be added to your account. Only purchases made directly with us can be linked to your account history.

We are excited to offer the "Try Before You Buy" service to our customers. This allows you to try products at home before making a commitment. You can find the perfect style and fit without the pressure of immediate payment. With hassle-free returns and secure payment details stored, the process is risk-free. You’ll also have access to a customer portal to manage your orders. This service is designed to make your shopping experience easy and convenient, while ensuring you love your purchases.

You can read further information on our Try before you Buy service here

With "Try Before You Buy," simply add up to 3 items to your cart, upon checkout we will temporarily freeze the total amount on your card. Once your order arrives, you have 3 days to try the items on. Then, use the link we send you via email and SMS to complete your purchase, paying only for what you keep. If you return all items, a $15 restocking fee will apply.

You can read further information on our Try Before you Buy service here