Where are items sent from?
Our online items are sent from multiple locations around Australia depending on stock availability. If you have ordered multiple items, they may be sent from multiple locations. However you will receive emails with tracking numbers for all items sent.
Has my order been sent?
You will receive an order confirmation email once your order has been sent.
You can track your parcel through the Australia Post website here with your tracking number.
What happens if I'm not home when my parcel is delivered?
All standard post is generally left in a safe place at your delivery address. If you have ordered express post, this item will be taken to an Australia Post outlet and a postcard will be left for you letting you know where to pick it up from.
I haven't received my order, where is it?
Items can sometimes be delayed in the post, especially around busy times. Please allow a few more days. Please contact us at firstname.lastname@example.org if your order is late.
I have a missing item from my order, what can I do?
If you're missing an item, please make sure to check your emails as your items may be getting sent separately. If you believe an item is missing, please fill out our contact form here
My item is faulty or damaged. Can I get an exchange or refund?
We're sorry your item is damaged, please send us an email at email@example.com with your name, order number and fault description along with any pictures so we can help.
We can offer an exchange, refund or store credit on any faulty/damaged items.
Can I return my item to an Off Ya Tree store?
No unfortunately not. All website returns need to come back to the location it was sent from, to assess returns and process refunds from there.
Will you refund the postage I paid to return an item to you?
We are unable to refund the postage you paid to send an item back, unless you’re returning a faulty item. When you return an item, we’ll refund what you paid for the item.
My clothing item is the wrong size, can I exchange it?
Please ensure to check size charts on clothing items before purchasing to ensure you'll receive the correct item. If you're unsure of sizes you can ask us through firstname.lastname@example.org or live chat for help!
If you find your item still doesn't fit, please fill out our returns form here and we will get back to you.
Note* Customers will be responsible for postage back to our warehouse and once received the exchanged item will be sent out.
ONLINE PURCHASE RETURNS:
- Returns can be processed up to 30 days after purchase date for credit or exchange.
- Items can be returned for exchange or credit. Refunds will only apply on faulty items.
- For hygiene reasons, we cannot exchange earrings, body jewellery or beauty items unless faulty.
- The customer will be responsible for return postage costs unless there was an error with the initial order sent.
IN STORE PURCHASES:
We will exchange or credit within 7 days of purchases.
We are not required to provide a refund or replacement if you change your mind, but you can choose a refund or exchange if an item has a major problem.
This is when the item:
- Has a problem that would have stopped someone from buying the item if they had known about it.
- Is unsafe
- Is significantly different from the sample or description
- Doesn't do what we said it would, or what you asked for and can't be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time.
If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your receipt for proof of purchase.