Refund policy

Start a Return

If you would like to start a return please click here.

Returns Criteria

You have 14 days to return your purchase if your items do not suit.  If 14 days have gone by since your purchase was delivered, unfortunately we cannot offer you an exchange, store credit or refund. If your order was delayed in the post, please contact us if you are having trouble lodging a return. 

Please note: FINAL sale items are not eligible for return at all unless faulty.  

- FULL PRICED ITEMS If your purchase is within the 14 day policy, we will happily refund you in full, process an exchange or issue you with a store credit. 

- If you opt for store credit, a gift card will be emailed to you with the full value of your order minus any discounts that have been applied. The gift card is valid for 3 years. 

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

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

Sale Period Return Policy 

Items discounted by 15% or more are eligible for a store credit or exchange only, provided they are note marked as final sale and meet our criteria listed below. 

If you receive a free item or gift with your purchase and return the original item, the free gift MUST be returned with the original item in its original packaging or state to be eligible for a return. 

Please note: FINAL sale items are not eligible for return unless faulty.  

We do not price adjust or reimburse price differences if you have bought before a sale. 

Sunglasses Returns

To be eligible for an exchange or refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging with your invoice attached. Your frames will have an "OchreLane" static cling sticker on the lens, please do not remove this sticker if you wish to return your frames. If this sticker is removed we cannot process a return under any circumstances. Once we have received your original frames, you will receive an email with an update on your return. Please note refund may take up to 5 business days depending on your payment method.

Swimwear Returns

All swimwear items must be returned in their original protective packaging in an UNWORN & UNUSED condition, with both swing tags AND hygiene labels still attached. Swimwear returns under no circumstances will be accepted if the Hygiene label has been removed, tampered with, lifted or reapplied. Swimwear returns will not be accepted if swimwear is returned stained. Damaged swimwear examples would be but not limited to tan, oil, sunscreen, deodorant or dirt residue that is found on the swimwear. Swimwear will not be accepted for returns if there is evidence that your swimwear has been wet, washed or altered in any way.

If you do not meet the eligible returns criteria for swimwear and/or eyewear, we will deny your return and send the items back to you. 

Please note: FINAL sale items are not eligible for return unless faulty.  

Faulty Frames

If you receive your item and it is damaged or faulty we will happily replace it or issue you a full refund. Please contact us with the details of your order & faulty item and we will resolve the issue. 

Sadly, we're not able to adjust prices or offer a refund or credit for the difference in price.

Return Shipping 

We DO NOT cover any return postage for any returns unless your item is faulty. Return postage costs are covered by the sender and are non-refundable. 

Please allow up to 7 business days for your return to be processed once we receive it. 

We strongly suggest using a trackable shipping service or purchasing shipping insurance. We do not cover lost or damaged return items. If your items are lost in transit, under no circumstances can we process a return for you. 

If you have any questions regarding our returns policy, please email us at:

hello@ochrelane.com

We will try our best to get back to you within 48 hours. Our customer service hours are Monday to Friday 9am to 3pm AEST.

Love,

OchreLane