Frequently Asked Questions

Where is my order?

You will have received a confirmation email once your order has been shipped, which includes the tracking. Please check your spam or junk folder if you can’t locate the confirmation email in your inbox.

Please note sometimes our styles can be on Pre-Order which means your order will not be dispatched from our warehouse until the style arrives. Pre-Order information can be found in the product description drop down.

If you have any further questions, please contact us.

Where are your orders shipped from?

All orders are shipped from Gold Coast Australia within 1-2 business days, we do our best to dispatch all orders same-day. Please allow extra time during peak sales periods.

Lost or Stolen packages

Ochre Lane will take no responsibility for lost or stolen packages once a tracking number has been provided for your order. If your parcel goes missing, you will be required to lodge a formal complaint as the owner of the parcel with Australia Post. If you have entered the incorrect address for delivery, your parcel will be delivered back to us, and we can re-ship to the correct address at an additional shipping cost.

How do I cancel my order?

Please contact us to request a cancellation. Unfortunately, we will not be able to cancel your order if the item has been shipped. If your item has not been dispatched, we will cancel your order and refund you in full. 

International Duties, Customs & Taxes

International shipments may be subject to import taxes, duties and custom fees. We DO NOT cover any Duties and/or customs fees. Any customs fees, taxes or import duties are the buyer's responsibility.

Can I buy the items in store?

Yes, if you are local to the Gold Coast, please come in and visit our store – Shop 8, 30-32 Currumbin Creek Road, Currumbin Waters QLD 4223. Otherwise, if you are located elsewhere within Australia, please check out our stockist page here.

What is a pre-order?

Occasionally we put some items in high demand on pre-order. This gives you the opportunity to secure the item before we have received the stock. There will be an estimated date of shipment in the product description drop down on the the product page of the item. 

Return Postage Cost

We DO NOT cover any return postage for any returns unless your item is faulty. If you need to return an item for a refund or exchange the return postage costs are covered by the sender.

Australian Shipping

Click & Collect

Click and collect available in our showroom in Currumbin Waters.

Visit us at Shop 8/30-32 Currumbin Creek road, Currumbin Waters QLD. We are open Monday - Friday 9am-3pm. Saturday 8am-12pm.

Standard Shipping

All orders over $100 we offer FREE standard postage via SENDLE (3-12 Business days). Please allow extra time for postage to WA, NT & remote areas and during peak holiday periods.

Please note Sendle does not ship to PO Boxes.

Australia Post Domestic Parcel service is available at checkout for $9. The standard shipping time for Parcel Postis 3-10 business days, depending on your location with Australia, please allow extra time for regular post to WA, NT & remote areas and during peak holiday periods.

Express Shipping

Express shipping is available for Australian orders for $15 at the checkout, which takes 1-2 business days shipping time once it has been dispatched from our warehouse, we ship all Express orders via Australia Post Express. Please allow extra time for postage to WA, NT & remote areas and during peak holiday periods.

International Shipping

Duties, Customs & taxes

International shipments may be subject to import taxes, duties and custom fees. We DO NOT cover any Duties and/or customs fees. Any customs fees, taxes or import duties are the buyer's responsibility.

Depending on the purchase price of your order this may mean you are asked by customs to pay an additional fee in order to receive your item. Please refer to your country's local import duties & taxes prior to purchase.

United States

Free standard shipping is available on all US orders over $200 USD. For orders under the free shipping threshold, standard shipping is available for $15 USD at checkout.

International shipments may be subject to import taxes, duties and custom fees. We DO NOT cover any Duties and/or customs fees. Any customs fees, taxes or import duties are the buyer's responsibility.

We ship via Australia Post for all standard International orders, which can take up to 28 business days for International orders. Depending if you are in a metro or rural area. You order will be passed onto your local mailing service once it arrives into your country. Please allow an extra 24 hours for your order to be dispatched during peak times, we do our best to dispatch all orders same-day.

We DO NOT cover any return postage for any returns unless your item is faulty. If you need to return an item for a refund or exchange the return postage costs are covered by the sender.

New Zealand

Free standard shipping is available on all NZ orders over $200NZD. For orders under the free shipping threshold, standard shipping is available for $25NZD at checkout.

International shipments may be subject to import taxes, duties and custom fees. We DO NOT cover any Duties and/or customs fees. Any customs fees, taxes or import duties are the buyer's responsibility.

We ship via Australia Post for all standard International orders, which can take up to 28 business days for International orders. Depending if you are in a metro or rural area. You order will be passed onto your local mailing service once it arrives into your country. Please allow an extra 24 hours for your order to be dispatched during peak times, we do our best to dispatch all orders same-day.

We DO NOT cover any return postage for any returns unless your item is faulty. If you need to return an item for a refund or exchange the return postage costs are covered by the sender.

Rest Of World

We ship via Australia Post for all standard International orders, which can take up to 28 business days for International orders. Depending if you are in a metro or rural area. You order will be passed onto your local mailing service once it arrives into your country. Please allow an extra 24 hours for your order to be dispatched during peak times, we do our best to dispatch all orders same-day.

We DO NOT cover any return postage for any returns unless your item is faulty. If you need to return an item for a refund or exchange the return postage costs are covered by the sender.

Standard international shipping is available for all orders via Australia Post International service (6-30 business days) for $20AUD.