We hope that you love and enjoy your purchase from ooh la la, however, if for some reason you need to make a return or an exchange, a simple process has been created to ensure that you are kindly assisted by our team until you are completely satisfied.
Returns are accepted within 7 days of you receiving your parcel - items must be returned in their original condition: unworn, unwashed, unused, with all original tags attached and associated designer packaging in original condition; including protective shield on swimwear, undamaged dust bags and shoe boxes, and unmarked shoe soles. We cannot accept returns on gift cards, underwear, beauty products, or candles. Please note a restocking fee for complimentary shipping will be deducted returned items seeking a refund. Any items being return for store credit will not incur a restocking fee. Please see below for applicable fees.
- $15 AUD Domestic orders
- $50 AUD International orders
If your returning item is non-refundable (final sale or purchased during a special promotion) you will receive store credit assigned to your online account for you to put towards a future purchase (valid for 6 months from date of issue).
Note: Please be careful when trying on garments - they must be in resalable condition upon return. We kindly ask that shoes are tried on a soft, carpeted surface, as returns of shoes with scuffed soles are not accepted. Garments received with make-up marks will not be accepted and any garments with tags unattached will not be accepted.
HOW TO PROCESS A RETURN
Contact ooh la la within 7 days of receiving your items at email@example.com stating the reason for your return/exchange. Please include your order number and all details of the item(s) you wish to return in your email. For an exchange, stock availability will need to be checked, otherwise, you may choose to return the item for a refund or a store credit note. You will receive a Returns Authorisation Number (RA#) to include on the Returns & Exchanges Form included with your shipment. We cannot accept your return without this number.
For all returns within Australia, we charge a flat rate of $10, which will be deducted from your final refund amount. Please securely repackage your returning item in its original packaging and include the completed Returns & Exchanges Form. Attach the eParcel return label to the outside of the package, then simply drop off the parcel at your local post office. We prefer that items are returned to us via our own service to ensure that they are protected and insured. Returns can be shipped using any secure means, but we may not accept liability. Please note that we do accept returns to the store. Please return your order in the time frame stated in step one. Refunds will not be given on the spot however exchange can be made. For international returns, we require the item(s) to be returned within 9 business days of receiving your RA#. If the return arrives outside of this time (without prior agreement with us), the item will not be accepted and returned back to you. Please ship via a traceable method and provide us with the tracking details. Please note any items returned without tracking or invalid tracking numbers we are unable to take any responsibility for missing items.
Once the item is inspected based on the above conditions, we will either provide the refund via the original form of payment or assign a store credit against your online account. Refunds for returns are processed within 3 business days of receiving the items. You will be notified via email once the refund transaction has taken place. Your banking institution may require additional days to process the transaction to your account. In relation to refunds for orders placed via Afterpay and Zippay, please allow approximately 3-4 business days to receive your refund, and for any payments made and any future payments will be cancelled.
We offer free exchanges on all Australian orders with a flat return shipping rate of $10 for returns within Australia. ooh la la offers size exchanges for customers in Australia and we recommend placing a new order to avoid delay or any disappointment in missing out on your preferred size. Alternatively, let us know the size you prefer and we will dispatch the exchange via standard delivery (at no extra charge) as soon as your return arrives. Shipping and handling charges are non-refundable unless the item is faulty. All International customers will need to place a new order for the preferred item/size.
ooh la la will continue to communicate with you (via email or phone) through various stages of the return and exchange process. ooh la la reserves the right to reject returns or exchanges at our own discretion. In the instance where your item is not accepted, it will be returned to you. Shipping and handling charges are non-refundable unless the item is faulty. While ooh la la offers a flexible returns policy, frequent returns are closely monitored. Excessive returns by a single customer will be flagged and potentially refused at ooh la la’s discretion. For any questions or concerns regarding returns or exchanges, please contact us via firstname.lastname@example.org or on +0422 883 919 from 9 am to 5 pm AWST.