Lodge a Return

Q: SALE OR DISCOUNTED ITEMS

Items marked as 'FINAL SALE' are not eligible for return. This is mentioned on the product photo badge, page under the product name, the collection description and in this returns policy. Items reduced by 15% or more are eligible for an exchange or store credit only (provided they are not marked as final sale—see above) . This includes using a discount code or during store-wide and/or peak sale periods such as Boxing Day or Black Friday. The only circumstance in which a discounted/final sale item will be eligible for a refund is if the item is deemed faulty. This policy is in line with our obligations under the Competition and Consumer Act 2010 (Cth) and is strictly enforced. Being unaware of this policy will not entitle you to a refund.

Q: EXCHANGES & STORE CREDITS

EXCHANGES If you opt for an exchange, the item you select will be held for you until your return is processed by our warehouse team. You will then receive an invoice for postage, once this has been paid your exchange order will be dispatched. STORE CREDIT If you receive a store credit, this will be emailed to you as a gift card once your return has been received & processed. Gift cards are valid for 3 years and can be used to purchase any item on the Ochre Lane website. Please contact the team at hello@ochrelane.com if you would like your credit note transferred to a gift card and emailed to someone else.

Returns Policy

Return Period

Please read the below drop down menu to confirm if your order is eligible for return. Being unaware of our returns policy/eligibility will not entitle you to a return.

If your item is eligible for returns, you have 14 days from the date of delivery to return your purchase if your items do not suit.

All items must be unworn and in resalable condition to be accepted for a return (returned in it's original packaging with all tags + hygiene stickers attached).

Unfortunately we are unable to accept returns made outside of the 14 day period. If your order was delayed in the post and if you are having trouble lodging a return please contact us at hello@ochrelane.com.

full price items

Full price items are eligible for an exchange, store credit or refund—provided they are within the 14 day returns period and are in their original condition.

If eligible, the amount will be refunded to the original payment method. If the item was paid for using a gift card you will be refunded to the same gift card number, which can then be reused.

SALE OR DISCOUNTED ITEMS

Items marked as 'FINAL SALE' are not eligible for return. This is mentioned on the product photo badge, page under the product name, the collection description and in this returns policy.

Items reduced by 15% or more are eligible for an exchange or store credit only (provided they are not marked as final sale—see above). This includes using a discount code or during store-wide and/or peak sale periods such as Boxing Day or Black Friday.

The only circumstance in which a discounted/final sale item will be eligible for a refund is if the item is deemed faulty.

This policy is in line with our obligations under the Competition and Consumer Act 2010 (Cth) and is strictly enforced. Being unaware of this policy will not entitle you to a refund.

EXCHANGES & STORE CREDITS

EXCHANGES

If you opt for an exchange, the item you select will be held for you until your return is processed by our warehouse team. You will then receive an invoice for postage, once this has been paid your exchange order will be dispatched.

STORE CREDIT

If you receive a store credit, this will be emailed to you as a gift card once your return has been received & processed.

Gift cards are valid for 3 years and can be used to purchase any item on the Ochre Lane website.

Please contact the team at hello@ochrelane.com if you would like your credit note transferred to a gift card and emailed to someone else.

FAULTY ITEMS

If you belive your item it faulty, please lodge a "return for assessment" through the returns portal above.

Due to the delicate nature of our products, we strongly recommend you follow our care instructions to avoid any unnecessary damage to your item. Any damage to your item caused by a failure to follow these instructions will not deem your item as faulty.

We will always take into consideration your view when it comes to an item’s condition. However, it is at our team’s absolute discretion to make a final determination regarding the item’s condition, and we reserve the right to deny any return request based on this determination.

Return Shipping Fees

We DO NOT cover any return postage for any returns unless your item is faulty - return postage costs are covered by the customer.

Return Processing Times

Please allow up to 7 business days for your return to be processed once it has been delivered to our warehouse.

Resalable Condition

Items returned with signs of being worn for long periods of time (perfume smell, marks and hygiene stickers removed) will not be accepted and will be returned to the customer.