customer care
Orders are dispatched within 24 hours. Orders placed on public holidays or weekends will be processed the next business day. Once shipped, you will receive a confirmation email with your tracking number.
SHIPPING
WITHIN AUSTRALIA
AusPost Standard Shipping (orders under $150)
3-7 business days | $8.95
Express Shipping (orders under $150)
1-5 business days | $12.95
Complimentary AusPost Standard Shipping (orders over $150)
3-7 business days
AusPost Express Upgrade (orders over $150)
1-5 business days | $3.95
Please note: delivery times begin once the carrier picks up the order. While we aim to meet these timeframes, we cannot guarantee exact delivery dates due to carrier and location variations.
INTERNATIONAL ORDERS
We currently ship to limited international locations. Additional destinations can be added upon request.
New Zealand
AusPost Standard Shipping (orders under $400) | $19
AusPost Express Shipping (orders under $400) | $24
DHL Express (orders under $400) | $38
Complimentary AusPost Standard Shipping (orders over $400)
Upgrade to AusPost Express | $4.95
Upgrade to DHL Express | $19
Rest of the World
AusPost Standard Shipping (orders under $500) | $22
AusPost Express Shipping (orders under $500) | $35
DHL Express (orders under $500) | $49
Complimentary Standard Shipping (orders over $500)
Upgrade to AusPost Express | $13
Upgrade to DHL Express | $25
CURRENCY, TAXES AND DUTY
All payments are processed in Australian Dollars. For domestic orders, prices include GST.
International orders may incur duties and taxes, which are the responsibility of the customer. We recommend checking your local customs website for any potential charges.
If something isn’t quite right, we accept returns for exchange or store credit within 14 days of receipt, subject to the conditions below.
RETURNS AND EXCHANGES
CONDITIONS OF RETURNS
Your order number must be provided as proof of purchase.
Items must be unworn, unwashed, and unaltered.
Items purchased at sale prices are eligible for exchange or store credit.
Items marked final sale are not refundable. A size exchange is offered, subject to availability.
If you’ve used a discount code at checkout, your purchase is still considered a full-price item in relation to our returns policy.
EXCHANGES
We’re happy to offer exchanges for items that meet the conditions outlined above. Here are the options available:
Australian Orders: For full-price items, we offer free return shipping on your first exchange per order, plus free shipping for the replacement item. Additional exchanges for the same order are allowed, but return shipping will be at the customer’s expense.
For sale items, customers are responsible for return shipping costs, but we provide free shipping for the replacement item.
Items marked 'final sale' are not returnable. A size exchange may be offered, subject to availability. For final sale items, customers are responsible for both return and replacement shipping costs.
International Orders: We provide free shipping for full-price replacement items, but return shipping costs are the customer’s responsibility. For sale and final sale items, international customers are responsible for both return and replacement shipping costs.
When you request an exchange, we’ll work with you to ensure you get the right fit or style. Simply submit your exchange request via our return form, and we’ll provide further instructions.
STORE CREDIT
We offer store credit with no expiry date. If you would like to opt for store credit, please select this option when lodging your return.
HOW TO LODGE A RETURN
Submit your return request at olgajoan.co/returns with your order details.
Once approved, we will provide further instructions.
After we receive your return, please allow up to 3 business days for processing. Refunds may take up to 10 business days to appear in your account.
We recommend using a traceable shipping service, as we cannot be held responsible for lost returns.
You will receive a confirmation email once your return has been processed.
QUESTIONS?
For any inquiries, please email hello@olgajoan.co or call/text 0434 104 203.