Warranty and Return Authority Request

Can I Return my order?


For all returns, please read through our policies and submit a form at the bottom of this page.

ONLINE PURCHASE RETURNS:

 

  • Returns can be processed up to 30 days after purchase date for credit or exchange
  • 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.

FAQ's


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 complete our form at the bottom of this page.

 

My item is faulty or damaged. Can I get an exchange or refund?

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 our contact form HERE.

If you find your item still doesn't fit, please fill out our return form at the bottom of this page.

 

 

Note* Customers will be responsible for postage back to our warehouse and once received the exchanged item will be sent out.

How to Return Your Item


Step 1.

If you notice any damage to packaging or item/s: Please video and take images of the damage/fault.

Step 2.

Complete the “Start Return Online Warranty or Return Authority Request” form below. Make sure to upload images & videos so an OFF YA TREE team member can access your order as best as possible.

Step 3.

An OFF YA TREE team member will get back to you as quickly as possible.

Step 4.

An email will be sent on the outcome of your request.

 

 

 

PLEASE NOTE

If the item's original packaging has been altered or damaged (e.g. attaching of returns label), or does not comply with our returns policy, your return may not be accepted and will be sent back to you.

 

Looking for something in particular?

 

 

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