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, Sample Sale, or Final sale 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

1. Ensure the conditions in our returns policy have been met.
2. Navigate and login to your Customer account  using the 6 digit code you will receive to your nominated email address.
3. 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. 
4. 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. 
5. ONTE customer service will reply within 24hrs to confirm if your return as been approved and provide you with a return instructions.
6. Print the return approval email and package with your return item.
7. Post to ONTE at the address provided on the return approval email, within 14 days of receiving your order .

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.

Please allow up to 3-5 business days for your return to be processed.

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, as per our returns policy.

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.

All products marked FINAL SALE or part of an End of Season/End of Year Sale are final with a strict no return, exchange or refund policy.

It is the customers responsibility to choose carefully before purchasing. Any other discount code or promotional offer cannot be used in conjunction with Final Sale purchases.

Nothing in these terms and conditions exclude your rights under the Australian Consumer Law.