RETURNS POLICY
Returns and Refund Policy at a glance
We understand that sometimes the order you've made simply doesn't work for you. To request a return, follow the prompts in our Returns Portal.
- 7 days: lodge your return within 7 days of receiving your order.
- Full-price items: eligible for a refund, a credit note or an exchange.
- Sale and discounted items: final sale. We may be able to exchange for a different size or colour if stock is available.
- Credit notes: valid for 5 years from the date of issue.
- Return label: bought through the Returns Portal, priced by location. Free Returns Coverage can be added at checkout.
- Gift with purchase: if you return the main item, the gift must be returned too.
- Faulty or incorrect items: always covered under the Australian Consumer Law.
What can be returned
| Item | Options |
|---|---|
| Full-price clothing | Refund, credit note (110% value) or exchange |
| Discounted or sale clothing | Exchange for size or colour only, if stock is available |
| Accessories | Credit note (110% value) or exchange |
| Swimwear, lingerie, shoes, hats, earrings, fragrances | No returns accepted, unless faulty |
We do not accept returns on underwear bottoms, jewellery, beauty products, magazines or candles. Sample Sale items are final sale and not eligible for any returns.
Return conditions
- Returns are accepted within 7 days of receiving your order. Once your return request is submitted within the 7-day window, you are covered under this policy. We will review your request and respond within 5 business days.
- Items must be in original condition: unworn, unwashed, unused, with all original tags attached and packaging in original condition (including the protective shield on swimwear and bodysuits, undamaged dust bags and shoe boxes, and unmarked shoe soles).
- All returns must be lodged and shipped through our Returns Portal using the return label it provides. We cannot accept returns sent by another method or without a portal-issued label.
- Items must be in resalable condition. Garments received with makeup marks will not be accepted for exchange or return.
- Once your return is approved, you must ship it within 5 business days. If the label is not used within that time, the return request lapses, and you can start a new one only if you are still inside the 7-day return window.
- We urge you to place your garments in their plastic bag or paper wrapping before shipping them back, so they arrive in acceptable condition.
Sale and discounted items
Items purchased at a discounted or markdown price, or with a discount code or credit note, are final sale and cannot be returned for a refund or store credit. We may be able to exchange them for a different size or colour, pending availability. The first-purchase welcome discount is excluded from this rule, so full-price items bought with the welcome code may be eligible for return. Please contact info@ownley.online with any questions.
Gift with purchase
If your order included a free gift or gift with purchase (GWP) and you return the item or items that qualified you for it, the gift must be returned too, in its original condition. If the gift is not returned, its full retail value will be deducted from your refund or credit. Gifts cannot be returned on their own for a refund or store credit.
Exchanges
Exchanges are for a different size or colour of the same item, subject to stock availability. If your size or colour is no longer available, you can choose a refund or store credit instead if the item is eligible. If the item you want to exchange into costs more, you will be asked to pay the difference. We do not currently offer international exchanges.
Pre-order items
Pre-order items can be returned under this policy once they have been delivered to you, and the 7-day return window starts from the date you receive the item. Pre-order items that were sold at a discounted price are final sale.
110% store credit
If you are returning an eligible full-price item and you choose store credit instead of a refund, we will issue your credit note for 110% of the value of the item you are returning. For example, a $100 item returned for store credit becomes a $110 credit note.
- The 110% applies to the item value paid. It does not apply to shipping, return fees or duties and taxes.
- It is available only on eligible full-price items returned within the 7-day return window that meet our return conditions.
- It is not available on sale or discounted items, which are final sale, or on items you choose to have refunded to your original payment method.
- Credit notes are valid for 5 years from the date of issue.
Refunds and inspection
Approved refunds are paid back to your original payment method. Original shipping charges are not refunded, except where the item is faulty or incorrect, or your order is cancelled by us. All returns are inspected when they arrive. If an item is returned worn, washed, damaged, or without its tags or original packaging, we may reject the return and send the item back to you, or approve a partial refund or credit that reflects its condition.
Processing times
Refunds, credit notes and exchanges are processed within 5 business days of us receiving and inspecting your return. During busy periods, including Black Friday, Cyber Monday, other sales and the Christmas period, return processing may take longer, and your refund, credit note or exchange may be delayed. Once processed, refunds can take a few additional business days to appear, depending on your bank or payment provider. We appreciate your patience.
Credit notes
Credit notes can be used on future purchases at OWNLEY ONLINE and are valid for 5 years from the date of issue.
Cost of returns
The customer pays for their own return label, which is purchased through our Returns Portal. The price of the label is based on your location and is shown in the portal when you start your return. Return shipping costs are paid by the customer unless Free Returns Coverage has been purchased or the garment is faulty.
Australian returns: use our Returns Portal to select your location and purchase your return label.
International returns: the return label is purchased through our international returns portal, and its price is based on your location. We do not currently offer international exchanges. Duties and taxes are non-refundable.
Free Returns Coverage: Free Returns Coverage is an optional add-on provided by Redo, which you can add at checkout. When you opt in, your return shipping label is included, so you can return any eligible item(s) in your order for a refund or exchange without paying for the label. If you decide not to buy coverage, you can still return your items, but you will be responsible for the cost of the return shipping label. Free Returns Coverage does not change which items are eligible for return, and all returns are subject to this policy. The coverage fee is non-refundable if you return your order for a change-of-mind refund. It will be refunded if your order is cancelled because of a stock discrepancy or if the item is faulty.
How to make a return (Australia)
Step 1. Request a return through our Returns Portal within 7 days of receiving your items. For an exchange on a full-price item, we will check stock availability, otherwise you may choose a refund or store credit. Once your return is approved, you will receive an email with your return label and instructions.
Step 2. Securely repackage your items in their original packaging, attach the return label to the outside of the package and drop it off at your local post office. Items must be shipped within 5 business days of your return being approved.
Step 3. Refunds and credit notes are processed as set out in "Processing times" above. For exchanges, tell us your preferred size and it will be sent by standard delivery at no extra charge. We will stay in contact by email or phone and reserve the right to reject returns or exchanges that do not meet this policy. If your item is not accepted, it will be returned to you.
Faulty, damaged or incorrect items
We honour our obligations under the Australian Consumer Law, and we apologise if you have received a faulty garment. If you believe an item is faulty, email info@ownley.online with a description of the issue and clear photos. We will review it and work with you to arrange a replacement as quickly as possible. If we cannot repair or replace the item, we will provide a refund. We pay shipping charges during this process.
If you receive the wrong item, or your order arrives damaged, email info@ownley.online within 7 days of receiving it, with your order number and clear photos. We will arrange a replacement or refund and cover the return shipping.
Inventory and stock discrepancies
Our online store may have stock discrepancies. If we cannot fulfil your order, we will offer a substitute or a full refund.
Order changes and cancellations
Once an order is placed, we cannot guarantee that cancellations, address changes or other changes can be made, especially during busy sale periods, because orders are processed quickly. Contact us at info@ownley.online as soon as possible and we will do our best to help. Orders we cancel, for example because of a stock discrepancy, are refunded in full.
Lost or missing parcels
Once a parcel has left us, it is in the care of Australia Post or DHL. Please contact the carrier first about parcels that are lost, stolen or delivered incorrectly, and contact us at info@ownley.online if you need help.
Contact us
Last Label Pty Ltd, trading as OWNLEY ONLINE
23/108 Dunning Avenue, Rosebery NSW 2018, Australia
Email: info@ownley.online
Last updated: 4 November 2026