Refund policy

RETURNS POLICY

At DtO we understand you are buying a product without seeing it in person (or trying it on), therefore we are happy to exchange or offer store credit* within 14 days of purchase due to change of mind or wrong size. We want all of our gorgeous customers to love their purchases from us.

*To be eligible for an exchange or a credit, items must be returned in original condition, in original undamaged packaging, unworn (not worn for longer than trying the garment/s on), unaltered, unwashed and with their tags attached and undamaged.

Please be careful when trying on items for the first time as we will not accept any items that have any scents or odours such as (but not limited to) deodorant, cigarette, incense or perfume smells, makeup, fake tan stains, pet fur or any marks at all and it will be reshipped back to you once received and inspected.

Exchanging Items

As our collections have limited stock and sizing availability, if you would like to exchange your purchase for a different item/size, we recommend purchasing the new item/s and following the returns process outlined above to request a refund due to exchange on your original order, to avoid any delays or disappointment. 

To complete your exchange refund, we require a receipt or proof of purchase with order number and full name attached. Please contact us via email to receive approval to return your original purchase and to be provided with our return address. Please allow 1-2 business days for reply. Once your returned garment is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange refund. Please note that Restocking Fees may apply. Exchanged items are not eligible for returns.

Excluded Items 

Please note the below are non-returnable items:

Sale items, Gift cards, Hygiene products (eg. Beauty products, Intimates (Underwear, Swimwear), Earrings/Piercings), Perishables

Items bought using store credit or gift cards are not eligible for exchange or returns.

Sale items

Please note that sale items are final and not eligible for exchange or refunds. Only full priced items may be returned.

Faulty Items

All items are thoroughly checked to ensure they are fault free before being sent out, however if you receive an item you think may be faulty, please contact us immediately via email hello@deserttoocean.com . You may be asked to send images of the item and/or return the item to us.  We are happy to exchange it for the same item if we have one in stock or we can refund your item if you are approved. If approved your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. If you are waiting on a refund, there is often a short online processing time before a refund is credited to your account but please contact us at hello@deserttoocean.com if you have any questions.

Damaged/Lost In Transit Items

We take great care in packaging your goods safely. In the unfortunate event that your items are damaged/lost in transit through Australia Post, we cannot accept responsibility. We recommend for all purchases above $100 in value, that our customers choose the shipping plus insurance option when finalising purchases on our website. All complaints are to be forwarded directly to Australia Post.

Product Colour Discrepancies & Portrayal
Every effort is made to portray items accurately. Please be advised that photoshoot lighting, computer monitor and mobile phone colour display settings vary and can affect the way products appear on the screen. We can not be held responsible for any colour discrepancies. We will make every effort possible to display our products as clearly and accurately as possible. If you believe your purchase has been misrepresented please contact us immediately at hello@deserttoocean.com .

Natural, Vintage, One Of A Kind & Handmade Items
Some of our beautiful pieces are handmade, made from natural elements, vintage textiles and leathers. These are bespoke pieces and may have some visible imperfections. These are to be considered part of their beauty and charm, rather than faults. These items will not be considered faulty if returned.

Return shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you or our office, may vary. Please consider using a trackable shipping service or purchasing shipping insurance for the value of the item. We don’t guarantee that we will receive your returned item.

Please note that our returns policy lasts 14 days. If 14 days have gone by since you have received your purchase, unfortunately we can’t offer you a credit note or exchange for change of mind purchases. 

Please do not send your purchase back to the manufacturer.