CUSTOMER CARE
SHIPPING & DELIVERY
All orders are packaged in a branded 100% Organic Cotton dust bag.
We encourage you to use this bag to store your knitwear.
This will aid in preserving the shape of your garment and avoid it being stretched out of shape.
All our packaging is 100% recyclable including mailers, labels, branding and packing tape .
Not only do they protect your order from being damaged during shipping but they are easy for you to dispose of ethically and responsibly in your recycling bin.
DISPATCH
Orders placed before 14:00 AEST, Monday to Friday will be dispatched the same business day.
Please note, we do not ship on weekends, Victorian or Australian National public holidays.
Orders placed during this time will be processed the next available business day.
Once an order is dispatched you will receive an email with shipping details including tracking number.
DELIVERY
Orders will be delivered between 8am – 6pm Monday to Friday.
If a signature is required and an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect.
Please note that once your order is on its way, we are unable to change the shipping address.
Domestic orders are shipped with Australia Post.
Free Domestic Standard Shipping is available to all orders over AUD $300.00.
- DOMESTIC STANDARD SHIPPING | APPROX 2-6 BUSINESS DAYS | AUD $10.00
- DOMESTIC EXPRESS SHIPPING | APPROX 1-4 BUSINESS DAYS | AUD $15.00
Times above are an estimate only for metro areas, provided by Australia Post, Please allow more time for rural areas.
All international orders are posted via DHL Express.
DUTIES & TAXES
Depending on the destination country and purchase value of your order, you may be required to pay duties and taxes. It is the responsibility of the receiver to pay for this charge, not ONTE Pty Ltd.
ONTE is unable to refund duties and taxes for international orders that are returned.
Should you require further information regarding duties and taxes please contact your local customs office.
- DHL EXPRESS | NEW ZEALAND | APPROX 2-5 BUSINESS DAYS | AUD $25.00
- DHL EXPRESS | REST OF THE WORLD | APPROX 3-7 BUSINESS DAYS | AUD $25.00
Times above are an estimate only for metro areas, provided by DHL Express, Please allow more time for rural areas.
A CLICK & COLLECT Service is available for all Melbourne based Customers.
Orders can be collected from the ONTE Showroom/HQ in High Street, Armadale.
Click&Collect orders are usually ready within 2 hours. You will be notified by email when your order is ready to be collected.
You will be required to confirm your pick-up by providing a 30 minute window for the collection.
CLICK & COLLECT
Level 1, 1087 High Street
Armadale, 3143, Vic
Collection hours: MONDAY - FRIDAY 8am - 4pm
RETURNS POLICY
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.
- Items purchased using Discount codes are only eligible for a store credit or exchange.
- Archive or Sample Sale items are final sale, and are not eligible for a return.
- 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.
Follow the steps below in order to process a return
- Ensure the conditions in our returns policy have been met.
- Navigate and login to your Customer account using the 6 digit code you will receive to your nominated email address.
- Select the order associated with the product you would like to return. if your order has one or more items, only select the items you want to return.
- Select the reason from the drop down menu and add a note to the return. for exchanges please advise new product including size & colour. The more detailed your return request the faster it will be processed.
- ONTE customer service will reply within 24hrs to confirm if your return as been approved and provide you with a return instructions.
- Print the return approval email and package with your return item.
- Post to ONTE at the address provided on the return approval email, 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.
Once your return is received, 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 in the same original order. It will be dispatched to the address of the original order with no additional shipping charges.
If your new exchange product is of higher value our team will be in touch, if of lower value you will be issued a store credit. Please note, if an exchange cannot be processed due to insufficient inventory, a credit note will be provided automatically.
STORE CREDIT
A Store Credit carries an individual code you can enter when completing the checkout. A Store Credit expires after 3 years and may be combined with promotions. A store credit will be processed if the order is not eligible for a refund and/or if an exchange has not been requested or not available.
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.
If you have received a product with a manufacturing fault, please contact us via email at info@onte.com.au 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 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.
FAQ
SALES, CLICK&COLLECT & GENERAL ENQUIRIES
Customer Service hours: Weekdays 9am - 5pm
- EMAIL: INFO@ONTE.COM.AU
- CHAT: Use the chat in the bottom right corner of our website. If we are offline, we will receive your message via email and we will respond within working hours.
- LEAVE A MESSAGE: Navigate to our contact page, and you can leave us a message and we will get back to you via email within working hours.
- INSTAGRAM DM: Send us a message via Instagram to @onte_official and will get back to you asap.
PR & WHOLESALE ENQUIRIES
Customer Service hours: Weekdays 9am - 5pm
INFO@ONTE.COM.AU
Pre-Order allows you to secure your purchase, ahead of the piece being available for delivery.
Full payment is required, and notification of shipment will be delivered to your email account once dispatched.
For information around the expected delivery time, please refer to the details on the product page.
Yes, we ship to most countries.
All international orders are posted via DHL Express.
DUTIES & TAXES
Depending on the destination country and purchase value of your order, you may be required to pay duties and taxes. It is the responsibility of the receiver to pay for this charge, not ONTE Pty Ltd.
ONTE is unable to refund duties and taxes for international orders that are returned.
Should you require further information regarding duties and taxes please contact your local customs office.
- DHL EXPRESS | NEW ZEALAND | APPROX 2-5 BUSINESS DAYS | AUD $25.00
- DHL EXPRESS | REST OF THE WORLD | APPROX 3-7 BUSINESS DAYS | AUD $25.00
Times above are an estimate only for metro areas, provided by DHL Express, Please allow more time for rural areas.
VICTORIA
MAYFIELD STORE
322B Pakington St, Newtown VIC 3220
.
NSW
GIRLS WITH GEMS
5 Transvaal Ave, Double Bay NSW 2028
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INTERESTED IN STOCKING ONTE?
For all wholesale enquires, please contact us at info@onte.com.au
SIZE GUIDE
ONTE garments are designed to fit a wide range of women’s bodies, to enhance and flatter the female form.
Please note, the size chart is a general guide to our sizing and may not apply to all styles, depending on your desired fit.
For best fit we recommend referring to individual product details for sizing, as fit can vary between styles.
- Size S = Aust 6-8
- Size M = Aust 10
- Size L = Aust 12-14
- SIZE XL = Aust 14-16
If you have a specific sizing question or would like more information, please contact us.
Please note, the size chart is a general guide to our sizing and may not apply to all styles, depending on your desired fit.
For best fit we recommend referring to individual product details for sizing, as fit can vary between styles.
Use the below guide to help you when choosing a suitable size:
- Size S = Bust 83-86cm | Waist 66-69cm | Hips 92-95cm
- Size M = Bust 88-91cm | Waist 71-74cm | Hips 97-100cm
- Size L = Bust 93-96cm | Waist 76-79cm | Hips 102-105cm
HOW TO MEASURE
1. BUST - Measure around your chest at the fullest part of your bust.
2. WAIST - Measure around the smallest part of your waistline.
3. HIPS - Measure 20cm down from the natural waistline
If you require any further assistance regarding sizes or fit please contact us at info@onte.com.au.