Returns and exchanges



Returns and exchanges



CAN I EXCHANGE / RETURN MY ONLINE PURCHASE?

At OnceWas, we want to make sure you are completely satisfied with your purchase.

Returns will be accepted within 14 business days from purchase. Returns after this period will not be accepted.

We offer an exchange, credit note or refund on full priced garments if they:

  • Are in original purchase condition
  • Have not been worn, washed, altered and damaged
  • Have all original tags and stickers
  • We do not offer refunds for change of mind sale items. For change of mind, we’re happy to offer an exchange or credit

Please note: all shipping costs associated with the return of goods are the responsibility of the customer.

 

HOW DO I EXCHANGE / RETURN MY ONLINE PURCHASE?

    Exchanges are made at the original purchase price excluding shipping costs.

    Please contact us via contact form to request a Return Authorisation Number (RA Number).

    • You must provide your original order number;
    • Provide reason for return and if you require an exchange, credit note or a refund
    • We will send you an RA number and returns form to fill out. Please provide the form with the items being returned.

    EXCHANGING FOR ANOTHER ITEM

    If you would like to make an exchange for another item, we can certainly arrange this for you once your return is received. Australia Post can take up to 10 business days to deliver items and during this time we are unable to hold stock for an exchange. 

    To guarantee an exchange for a different size / colour, or different item, please return your original item to receive a refund or credit (as applicable). You can then place a new order for the new item.

      CAN I RETURN SALE ITEMS?

      Sale items purchased online will not be eligible for a refund.

      If you change your mind, sale items can be returned for a OnceWas credit note or an exchange, providing the items comply with our Exchange / Return policy.

      Items purchased with a sale discount code for short term promotional sales are classed as sale items.

      AFTERPAY PURCHASES

      Please note we do not offer refunds on Afterpay purchases. For items purchased with Afterpay, we are able to offer a store credit.

      CAN I RETURN JEWELLERY & HAIR ACCESSORIES?

      All purchases on earrings and hair accessories are final sale. We will not accept returns on these items due to hygiene reasons.

      FAULTY ITEMS

      We have high standards in quality control. All garments are thoroughly checked prior to being dispatched. In the unlikely event of manufacturing faults, we will replace/repair the products at no cost to the customer.

      Should you receive an incorrect or faulty product, please contact us immediately using the contact form.