Shipping & Delivery
What shipping options are there?
Australia Post Standard: $7 (Free for orders over $100)
Australia Post Express: $20
When is my order shipped?
All orders placed prior to 1 pm will be shipped the same day. Any orders placed after 12:30 pm will be shipped the next day. Following a weekend, public holidays or busy periods, this may not always be possible.
Where are items sent from?
Our online items may be sent from multiple locations around Australia depending on stock availability. If you have ordered multiple items, they may be sent from multiple locations. However, you will receive emails with tracking numbers for all items sent.
Has my order been sent?
You will receive an order confirmation email once your order has been sent.
You can track your parcel through the Australia Post website HERE with your tracking number.
What happens if I'm not home when my parcel is delivered?
All standard post is generally left in a safe place at your delivery address. If you have ordered express post, this item will be taken to an Australia Post outlet and a postcard will be left for you letting you know where to pick it up from.
I haven't received my order, where is it?
Items can sometimes be delayed in the post, especially around busy times. Please allow a few more days. Please contact us at email@example.com if your order is late.
I have a missing item from my order, what can I do?
If you're missing an item, please make sure to check your emails as your items may be getting sent separately. If you believe an item is missing, please fill out our contact form.
My item is faulty or damaged. Can I get an exchange or a refund?
We're sorry your item is damaged, please send us an email at firstname.lastname@example.org with your name, order number and fault description along with any pictures so we can help.
We can offer an exchange, refund or store credit on any faulty/damaged items.
Can I return my item to an Off Ya Tree store?
We allow exchanges for online purchases at your nearby Off Ya Tree Retail Outlet. Off Ya Tree will accept item exchanges with adequate proof of purchase (electronic invoice or order confirmation), within 14 business days of the order being placed.
Will you refund the postage I paid to return an item to you?
Please be advised, that we offer free returns via our returns portal and in-store. The shipping fee from your original order is non-refundable. When returning for a store credit or refund, the price of the product at the time of purchase is what you will receive.
My clothing item is the wrong size, can I exchange it?
You sure can! We also have size guides available on each product, if you’re still having trouble figuring out your size or need to exchange for another size, you can return this to your local store or contact our friendly customer service team HERE
Note* We offer free returns, once the item is received the exchanged item will be sent out.
ONLINE PURCHASE RETURNS:
- Returns can be processed up to 30 days after the purchase date for credit or exchange.
- Items can be returned for exchange or credit. Refunds will only apply to faulty items.
- For hygiene reasons, we cannot exchange earrings, body jewellery or beauty items unless faulty.
- We offer free returns for online orders via our Australia Post returns portal.
We will exchange or credit within 7 days of purchases.
We are not required to provide a refund or replacement if you change your mind, but you can choose a refund or exchange if an item has a major problem.
This is when the item:
- Has a problem that would have stopped someone from buying the item if they had known about it.
- Is unsafe
- Is significantly different from the sample or description
- Doesn't do what we said it would, or what you asked for and can't be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time.
If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your receipt for proof of purchase.