Refund Policy

Returns & Exchanges

Let's Sort This.

Wrong size, changed your mind, or just not the one — prepaid labels, instant exchanges, and zero drama.

Free exchanges Prepaid labels Instant ship +10% bonus

Trusted by 400,000+ customers across 70+ countries.

Your Options

Exchange

Store Credit

FREE

60 days +10% bonus

Refund

LABEL FEE

30 days -

Exchanges and store credit have zero fees — and credit gets you 10% extra.

Start a Return

The Details

Exchanges

the easy one

FREE

Any product, any size. Swap across our entire store. No fees.

Instant Exchange. Your new pick ships before the old one's even in the post. 14 days to return the original — a hold sits on your card until we receive it.

60 days from fulfilment.

One exchange per item. Still not right? Return for credit or refund.

Not sure about sizing? Check our size guide before you swap — saves a round trip.

Different price? New pick costs more? We charge the difference. Less? Balance goes to store credit.

Not sure what to exchange for? Our stylists know every product inside out — email hello@otaa.com or DM us on Instagram and we'll find the right pick for you.

Store Credit

— 10% bonus

+10%

Return $50 → get $55. Return $100 → get $110. We sweeten the deal.

No fees. We cover return shipping.

Credit hits your account instantly – use it whenever.

60 days from fulfilment.

The 10% bonus applies once per order. Items purchased with store credit or bonus credit don't earn a further bonus on return.

The fine print, because someone has to write it: 10% on original value paid by card. Doesn't apply to store credit, gift cards, or prior bonus. Capped at $75 per customer per 90 days.

Refunds

LABEL FEE

30 days from fulfilment.

AU label: $9.95 AUD (prepaid Australia Post).

US label: ~$7–9 USD (prepaid UPS, varies with conversion).

5 business days to process. We don't hang about. Refund lands in 7–10 days.

Afterpay: Goes back to Afterpay. Instalments adjust automatically.

Original shipping and duties are non-refundable.

Good to know

Damaged or wrong item? Photo via portal. Fees waived. Keep-item resolution possible. Or hello@otaa.com – 24hr response.

Not what you expected? Even if you're not returning it, we want to hear about it. Your feedback shapes what we make next – hello@otaa.com.

In-store purchases returned in-store. Portal is for otaa.com only.

Gifts: Store credit to your account. 10% bonus doesn't apply to gifts.

EU & UK: 14-day cancellation right under Consumer Contracts Regulations. In addition to our standard policy.

Australian Consumer Law: Nothing here limits your ACL rights. Major failure? Replacement, repair, or refund. accc.gov.au

Discount codes: Refund reflects what you actually paid, not the original price.

International returns: OTAA, 20 Columbia Court, Dandenong South VIC 3175, Australia. Start at the portal first.

Fair use: We may limit returns for misuse, wardrobing, or worn items. To the extent permitted by law. This policy is for personal purchases only – not for resale.

Not sure? We are.

Talk to Our Stylists.

Before you exchange, return, or order a bunch to compare — talk to us first. We know every product, every fabric, every fit inside out. Tell us the occasion and we'll send curated picks. It's what we're here for.

Email Our Stylists

hello@otaa.com · or DM us @otaa on Instagram

How It Works

Returns Portal

Order number & email

Pick your outcome

Download label (AU/US)

Pack, label, drop off

Track your return anytime at the Returns Portal.

Return Shipping

Australia

Australia Post · Returns to Melbourne

PREPAID

United States

UPS · Returns stay in the US

PREPAID

Rest of the World

Customer-arranged · Ship to Melbourne

AT YOUR COST

Unworn, tags Original packaging

No gift cards / swatches / final sale

Common Questions

...

Normal returns policy applies if you order a few. But two better options: fabric swatches for every tie and pocket square – browse here. Or email our stylists at hello@otaa.com with your event or colour scheme and we'll send curated picks.

5 business days to inspect, then 7–10 for the refund to land. After 10 days, check with your bank. Still nothing? hello@otaa.com with your order number.

Refund reflects what you paid after the discount, not the original price. Same for the 10% bonus.

Costs more? We charge the difference. Costs less? Balance goes to store credit.

Ship to: OTAA, 20 Columbia Court, Dandenong South VIC 3175, Australia. Start at the portal first. Shipping at your cost.

Refund goes straight back to Afterpay. Instalments adjust automatically. Exchanges work the same – original order adjusts, new item ships instantly.