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RETURNS AND EXCHANGES

We encourage you to read the full Returns Policy before purchasing.

ONTE is happy to process the return of items purchased under the following conditions:

  • Domestic orders must be returned within 14 days of receiving your purchase together with original proof of purchase, and completed returns form.
  • International Orders must be returned within 21 days of receiving your purchase together with original proof of purchase and completed returns form.
  • Item/s must be returned in original condition, unworn, unaltered, unwashed and with original tags attached;
  • Sale items or items purchased during a promotional event are only eligible for a store credit or exchange.
  • Orders placed with Afterpay are only eligible for a credit note or exchange;
  • Original shipping charges are non-refundable. Shipping charges for returned items are the responsibility of the customer.

ONTE takes no responsibility for incoming deliveries of a return. We encourage you to return your item(s) via a trackable postal service, registered post or express post, as return parcels remain the responsibility of the customer until received by ONTE.

 

FAULTY ITEMS

If you have received a product with a manufacturing fault, please contact us via the RETURNS FORM as soon as you receive your order. You will then be required to provide a detailed description and images of the damage, defect or fault for preliminary assessment.

If the product is confirmed to have a manufacturing fault by our Garment Technician, we will replace the product for you. A refund or credit note will be processed if the item cannot be replaced.

If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.

It does not constitute a defect, if in the reasonable opinion of our Garment Technician, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse or failure to use or wash in accordance with the Care Instructions.

ONTE ‘wear and tear’ test all our garments. We custom all care labels with tailored care instructions and maintenance for each garment.

We consider fair ‘wear and tear’ to be:

PILLING: Some yarns are prone to pilling with wear. The degree of pilling can depend of various factors including the action of the wearer or the garment coming in contact with another abrasive surface or fabric. If pilling does form, it can be easily removed by hand or a de-pilling device.

PULLS: Pulls in the yarn can occur when the garment comes into contact with rough surfaces or jewellery. ONTE recommends to repair any pulls on knitwear to avoid further damage.

 

HOW TO PROCESS A RETURN

Items must be returned within 14 days for domestic orders and 21 days for international orders.

Follow the steps below in order to process a return

Step 1: Ensure the conditions in our returns policy have been met.

Step 2: Contact ONTE via the RETURNS FORM online.

You will be required to provide the following information:

  • Original Order Reference Number
  • Email provided at the time of purchase
  • Date of Purchase
  • Items to be returned
  • Reason for return
  • Preference of exchange, store credit or refund
  • Exchange requests will be required to specify the details of new order.

Step 3: ONTE customer service will reply within 24hrs to confirm if your return as been approved and provide you with a Postal return form.

Step 4: Enclose the completed Postal return form with the goods to be returned.

Step 5: Post to ONTE at the address provided on the Postal return Form, within applicable time frame outlined in the Returns Policy. (14 days for Domestic orders and 21 days for International orders).

 

Original shipping charges are non-refundable. Shipping charges for returned items are the responsibility of the customer.

ONTE takes no responsibility for incoming deliveries of a return. We encourage you to return your item(s) via a trackable postal service, registered post or express post, as return parcels remain the responsibility of the customer until received by ONTE.

 

ONTE PROCESSING YOUR RETURN

We endeavour to process returns daily, but please allow up to 3-5 business days for your return to be processed.

ONTE Customer Service will be in touch via email when your items have been received and the preliminary assessment is complete.

EXCHANGE

Exchanges will be processed as a new order to the same address as your original order with no additional shipping charges. If your new order is of higher value our team will be in touch, if of lower value you will be issued a store credit.

STORE CREDIT

A Store Credit carries an individual code you can enter when completing the checkout. A Store Credit expires after 6 months and may be combined with promotions.

REFUND

Refunds will be processed back to the original method of payment. Refunds can take several business days to reflect on your statement depending on your payment provider.

Please note, item/s purchased with Afterpay, or sale items cannot be returned for a refund.

INTERNATIONAL RETURNS

ONTE will not be responsible for return shipping costs nor duty reimbursement in the case of international purchases (other than faulty items) for the exchange of change of mind items.

It is the responsibility of the customer to cover International shipping costs to dispatch their updated order upon exchange of goods.

ONTE reserves the right to deny a return if it does not meet our returns policy.