FAQs

How long will it take for my online order to arrive?

Answer

For standard delivery within Australia we use our courier service. For international deliveries we use DHL. All orders are dispatched after two business days except during an Outlet sale or a sale period. Please note we cannot deliver to PO Boxes or Parcel Lockers. Delivery is made during normal business hours to residential or business addresses. Our shipping charges and delivery times are as follows; Please be advised that during an Outlet sale or a sale period your order may not be dispatched for 10 business days. Australian Delivery Charges Standard - $14.95 (allow 5-7 business days)International Delivery Charges New Zealand - $19.95 (allow 5 business days)Rest of the World - $19.95 (allow 5 business days)

Australian Delivery timing

  • Standard - allow 5-7 working days (from time of dispatch)
International Delivery timing
  • New Zealand - allow 3 working days (from time of dispatch)
  • Rest of the World - allow 5 working days (from time of dispatch)

If your parcel cannot be delivered for some reason, our courier service will leave a calling card for you to reschedule your delivery at your convenience. Should your item not arrive within the estimated delivery time please contact our customer service team.

If you enter an incorrect address during checkout Oroton is not liable for any delay or if the item does not arrive to you. Where an incorrect address is entered parcels are usually returned to sender. We will make every effort upon the parcel being returned to us to re-label and re-dispatch however Oroton cannot be accountable for any delays which are incurred during the transit/delivery period. Please note there will be an added delivery charge to resend your item(s) to the correct address.

Please note: Expect delivery delays for all online orders placed during SALE/OUTLET SALE PERIOD. Please allow a minimum of 10 business days before your item is dispatched. Following this time the delivery window will be approximately 7-10 business days.
We appreciate your patience during this period.

 

What are the shipping charges?

Answer

Our shipping charges are as follows;

Australian Delivery Charges

  • Standard - $14.95
International Delivery Charges
  • New Zealand - $19.95
  • Rest of the World - $19.95
For international deliveries we will provide a tracking number so that you know where your parcel is at all times.
  • For full terms and conditions of this service click here

 

What payment methods are available?

Answer

Oroton accepts Credit Cards (Visa, Mastercard, American Express & Diners Club) and PayPal payment for all online purchases.

 

How can I redeem my Oroton gift card?

Answer

Unfortunately Oroton does not accept gift cards online. Kindly note our development team are working hard to have this feature to you this year. In the meantime, you can redeem your Oroton gift card in any Oroton store that includes Boutiques and Factory Outlets stores. We apologise for any inconvenience this may cause. Click here to find your closest Oroton store.

 

Will I be charged Customs and Import Charges?

Answer

Please note customs or import duties are charged once the parcel reaches its destination (delivery) country. These charges must be paid by the recipient of the parcel. As customs policies and import duties vary widely from country to country we have no control over these charges, and cannot confirm what the cost would be. We recommend that you contact your local customs office for current charges before you order, to avoid any unforeseen charges.

 

When will I receive a confirmation that my online order has been processed?

Answer

I have not received a confirmation email for my online order

  • If you have not received an online order confirmation after five business days of placing your order, please contact customer service. The reason for this may be because you have incorrectly entered your email address.
I have not received a tax invoice for my online order
  • Tax Invoices are emailed only when online orders have been dispatched.
  • If more than six business days have passed (excluding sale periods) and you have not received your tax Invoice, please contact customer service. The reason for this may be because you have incorrectly entered your email address.

 

How can I find out the status of my online order?

Answer

If you have not received your Tax Invoice via email within six business days (starting the following business day after placing your online order) please contact customer service.

Please note: The dispatch process for orders placed during public holiday or weekend periods will begin processing from the first business day (or return to work day). Online orders will then be processed on a day-to-day basis in the order of which they are placed/received by our distribution centre.

Has my order been shipped yet?

Answer

When your order is shipped you will receive your Tax Invoice via email. Your Tax Invoice will clearly state the dispatch date.

I am trying to register to buy online but am told I already exist in the system?

Answer

If you are registering your details and the following pop-up appears, it means your details already exist on the system.



In this case you can have your details re-sent to your email address by clicking on ‘Forgot Password’ (under Existing Customers)

How can I track my order?

Answer

Domestic
Tracking ID’s are issued to all parcels once dispatched. When you have received the tax invoice email, if you wish to obtain a tracking number please contact customer service by replying to your tax invoice email. Please note, we will not be able to generate a tracking number for you until your parcel has been dispatched from our distribution centre.

International
If you have requested shipping to an international destination please contact Customer Service by replying to your tax invoice email. Customer Service will provide you with the DHL tracking number.

I have received my online order but I wish to exchange/return items.

Answer

You have a 14 days from the date you receive your items (i.e. date your delivery was signed for) to request a return, refund or exchange. To organise, simply visit us in-store or contact our Client Services team Monday to Friday on 1800 061 047 or email customerservice@oroton.com.

PLEASE NOTE: We do not offer refunds for change of mind on sale items.

Our full returns policy can be viewed here.

 

My promotional code isn’t working, why was I charged full price?

Answer

Promotional codes are not automatically applied to online orders. To use a promotional code you need to enter it in the ‘Promotional Code’ box and click to apply to update the order total.

Is the sale only available online?

Answer

Unless otherwise stated, end of season sales are also available at Oroton boutiques, and Outlet sales at Factory Outlet stores.

What is considered a personal effect of wear and tear?

Answer

Anything which is caused by general use of the item over time. For example a common example is colour migration from denim or dark materials onto light coloured leather. This effect of wear and tear is usually irreversible thus we recommend when purchasing Oroton products that you seek care advice from our Oroton staff members.

Does Oroton have a repair service?

Answer

Unfortunately Oroton does not offer a repair service. If you have a previous season or vintage Oroton item which requires a repair, please feel free to contact an Oroton boutique/store for a recommendation for a local repair service.

Please note that Oroton is not responsible for items damaged by recommended repair centres.

Can Oroton provide spare parts?

Answer

Unfortunately Oroton does not provide or sell spare parts.

Have a Question?

For all enquiries, free call our Client Service team from 8.30am to 5pm (AEST) Monday to Friday.