Refund policy

Returns & Refunds

Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, not as described, or doesn't do what it's supposed to, you're entitled to a repair, replacement, or refund. These rights are not limited by the timeframes or conditions below.

Returns
Our change-of-mind policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a change-of-mind refund or exchange (your rights for faulty items still apply).

To be eligible for a change-of-mind return, your item must be unused, in the same condition you received it, and in its original packaging with tags attached.

For health and hygiene reasons, garments that have been worn or have had their packaging opened can no longer be returned for change of mind. This does not affect your rights if the item is faulty.

To start a return, email hello@theollaby.com with your order number, and we'll send instructions and the return address.

Refunds
Once your return is received and inspected, we'll email you to confirm we've received it and let you know whether your refund is approved. If approved, your refund will be processed to your original payment method within 5 business days.

Late or missing refunds
If you haven't received your refund yet, first check your bank account again, then contact your card company — it can take some time before a refund is officially posted. Next, contact your bank, as there's often processing time involved. If you've done all of this and still haven't received it, please contact us at hello@theollaby.com

Sale items
Sale items are not eligible for change-of-mind returns. However, if a sale item is faulty, your Australian Consumer Law rights still apply and you may be entitled to a repair, replacement, or refund.

Exchanges
We replace items that are defective or damaged. If you need an exchange, email us at hello@theollaby.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return once the item is received. If the item wasn't marked as a gift, or the gift giver had the order shipped to themselves first, the refund will be issued to the original purchaser.

Return shipping
For change-of-mind returns, you're responsible for your own return shipping costs, and these are non-refundable. For faulty or incorrect items, we cover return postage. We recommend a tracked service, as we can't guarantee we'll receive items that aren't sent with tracking.