Returns & Exchanges
We know returning an item can be disappointing so we've made the process as easy as possible.
Let's save you the reading, here's what you need to know:
- You may return any item for the below 3 options:
- You may return a change of mind purchase within 14 days of order date for:
1. SIZE EXCHANGE (same item or order value only)
2. STORE CREDIT with no expiry (to the value of original item)
3. REFUND less $19 handling costs.
Return postage:
If you’re returning for store credit or exchange, we’ll cover your shipping costs. If you are returning for a refund, you'll need to cover shipping.
NOTE: All returns MUST be lodged and approved before sending back to be eligible to be processed. Any item sent back without prior approval will not be processed or sent back to customer. To start a return or exchange, email Sonya at info@ostaracollection.com
Returns Policy:
Store credit or exchange refund will only be offered within 14 days of delivery & if the item condition is approved. All other returns will be issued with a store credit to the value of the item or refund less $19 handling charges providing that the item returned meets our strict returns policy guidelines. Your store credit will be valid for 3 years. All return postage is at your own expense. We highly recommend returning your items in a trackable satchel with a reputable carrier as Ostara Collection will not accept responsibility for lost or stolen items. If this issue arises all enquiries should be directed to your chosen postal service.
We have right to refuse any returned item that does not meet the original condition. In this instance, the returned item WILL NOT be sent back to the consumer.
Time frames:
- For items within Australia: Items must be returned within 14 days of receiving your delivery
- For items shipped outside of Australia: Items must be returned within 30 days of receiving your delivery.
- Please allow 3-5 business days for your return to be processed once they have been received. We endeavour to process as soon as possible however please allow 3-5 days at most. Please check tracking to make sure your return has been received prior to contacting us.
- You will receive an email notification once your return has been processed with the outcome and if applicable store credit code.
- Please check junk mail
Store Credit:
- Returned items meeting return policy criteria will be issued a store credit to the value of the returned item (excluding postage).
Cash Refunds:
- Cash Refunds will only be issued in the unlikely event that an item has been assessed and shown to be faulty.
- Ostara Collection reserves the right to not issue a refund if the item returned is not shown to be faulty.
- Items that have been washed or worn will not be accepted for refunds
Faulty Items:
- Ostara Collection packages each item with love prior to it being shipped to you. In the unlikely event that you receive a product that appears faulty, or is not as described when purchased please contact us as soon as possible at info@ostaracollection.com so we can assist you. Please do not discard the original swing tags and packaging.
- It is the consumers responsibility to check each item prior to wearing or washing for any faults. Garments that have been worn or washed and then later returned will not be issued a refund.
- All faulty items must be returned within 30 days for orders received within Australia or 30 days for orders received outside of Australia. It is the customers responsibility to inspect their items for any faults prior to this time frame lapsing.
- Please note there may be slight colour and print placement variations in your product due to individual monitor settings and the way we produce garments. This is not considered a fault.
Sale Items:
- Items purchased from our sale section are FINAL SALE. No returns will be accepted for sale items.
- No store credit will be offered for sale items so please choose carefully.
- Any sale items returned will not be returned to sender
Discount Codes:
- Only one discount code can be applied per order
- Code cannot be applied once order has been processed
- Discount codes cannot be applied in conjunction with any other deals or offers. If you have an existing discount code it is up to you to choose what you would prefer to use.
- Site wide sales using discount codes are FINAL SALE unless otherwise mentioned in this policy. No returns will be excepted so please choose carefully.
- Discount codes cannot be honoured outside their given time frame.
Quality of returns:
- All items returned must be in their original condition with all labels and tags attached to be able to qualify for an exchange or credit note. Items that have been worn will be ineligible for exchange or store credit.
- Please take care when trying items on as items that smell of perfume or odours of any kind, are marked/ stained with make up or fake tan will not be accepted for exchange or store credit. These items in a worn or stained condition will be returned to sender.
- We will happily offer a store credit or exchange (customer must ship back at own cost) for change of mind or incorrect size provided time frame and all other factors of return policy have been met.
- Please note no exchange or store credit will be offered for wrong size / change of mind on sale items.
- All original labels and tags must still be attached to the item.
- Once your item has been received by us and deemed to meet all return policy factors a store credit will be offered. This will not include shipping charges. Shipping charges will be additional at your expense.
Variations/ Cancellation of orders:
- Please take care when processing your order, if you have made a mistake, please contact us as soon as possible via email or instagram DM and we will try to make any adjustments. If an order is already shipped, you will need to wait for the item to arrive and place an exchange request.
Items purchased at stockists
Please note we can only exchange and refund items purchased directly with us. If you have purchased an item from a stockist (including faulty items), please notify the stockist first.
Still need to speak to us? Feel free to contact us via webchat, email info@ostaracollection.com or DM is on instagram @ostaracollection