Refund policy
Returns & Exchanges ⚓
Easy returns. Prepaid labels. No hassle.
If something's not right, we'll make it right. That's a promise.
Trusted by 400,000+ customers worldwide.
Exchanges and store credit have zero fees — and store credit gets you a 10% bonus. Something to think about before requesting a refund.
⚓ Exchanges — the easiest option
Not the right fit? Swap for any product across our entire store — no fees, no waiting.
Any product, any size. Swap across our entire store — no fees.
Instant Exchange. We ship your new item immediately. You have 14 days to return the original. A hold is placed on your card until we receive it.
60 days from fulfilment to start an exchange.
One exchange per item. If the exchange still isn't right, return it for store credit or a refund.
🪙 Store Credit — 10% bonus
Not sure what you want next? Store credit lands in your account instantly — and we add 10% on top.
Return $50 → get $55. Return $100 → get $110.
No fees. We cover return shipping.
Credit added to your account instantly — use it anytime.
60 days from fulfilment.
Bonus credit terms: The 10% bonus applies to the original purchase value paid via credit or debit card. Does not apply to portions paid with store credit, gift cards, or previously issued bonus credit. Capped at $75 per customer in any rolling 90-day period.
🔄 Refunds
Changed your mind entirely? No worries — we'll sort it out.
Available within 30 days of fulfilment.
Return label fee (AU): $9.95 AUD deducted from your refund to cover the prepaid Australia Post return label.
Return label fee (US): Approximately $7–9 USD deducted from your refund to cover the prepaid UPS return label. The exact amount varies slightly with currency conversion.
Allow 5 business days for processing. Most refunds land within 7–10 business days.
Afterpay orders: Refund goes back to Afterpay. Remaining instalments adjust automatically.
Original shipping charges and international duties/taxes are non-refundable.
How it works
1 Head to the Returns Portal
2 Enter your order number and email
3 Choose your item(s) — exchange, store credit, or refund
4 Download your prepaid return label (AU & US)
5 Pack in original condition with tags, apply the label, drop it off
That's it — we handle the rest.
Return shipping
🇦🇺 Australia — Australia Post · Prepaid label included
🇺🇸 United States — UPS · Prepaid label included
🌍 Rest of World — Customer-arranged · Ship to our Melbourne warehouse
Rest of World: You'll arrange return shipping at your own cost. Start at the Returns Portal for the address, or email hello@otaa.com.
Return conditions
✓ Unworn, original condition, all tags attached
✓ In original packaging
✗ Gift cards, fabric swatches, and final sale items are not eligible
Good to know
🛟 Damaged or incorrect item? Start a return via the portal — photo required. Fees waived for qualifying claims. We may offer a keep-item resolution. Or email hello@otaa.com — we respond within 24 hours on business days.
🏬 In-store purchases are returned in-store. The Returns Portal is for otaa.com orders only.
🎁 Gifts. Received an OTAA gift? We'll issue store credit to your account. The 10% bonus doesn't apply to gift returns. Email hello@otaa.com if you need help.
🇪🇺 EU & UK — Right of Withdrawal. If you're a consumer in the EU/EFTA or UK, you may cancel within 14 days of receiving your goods, no reason needed — including sale items. We refund all payments, including the original standard shipping; you cover return postage. Use our withdrawal form — no account needed. These statutory rights apply in addition to, and take precedence over, the conditions above where they conflict.
⚖️ Australian Consumer Law. Nothing here limits your ACL rights. Major failure or consumer guarantee issue? You're entitled to a replacement, repair, or refund — regardless of the windows above. www.accc.gov.au
🔱 Fair use. We reserve the right to limit returns where we suspect misuse — including excessive returns, wardrobing, or items returned worn or altered. To the extent permitted by law.
Exchanges are free. Store credit gets you a 10% bonus.
⚓ hello@otaa.com · Mon–Fri, 9am–5pm AEST
Last updated: 27 March 2026
