Refund policy

RETURNS POLICY

At Desert to Ocean, we want you to love your purchase.

As we understand you're purchasing online without the opportunity to see or try on your items first, we're pleased to offer store credit for eligible change of mind returns, or a refund for eligible exchange returns where a replacement item has already been purchased.

Our Change of Mind Policy is separate from, and in addition to, your rights under the Australian Consumer Law.

Before You Purchase

We encourage you to carefully review each product description, garment measurements, fit notes and size guide before placing your order.

If you're unsure about sizing or have any questions before purchasing, please contact us at hello@deserttoocean.com or contact us through the chat feature on our website. We're always happy to help you choose the best size before placing your order.

Change of Mind Returns

Eligible full-priced items may be returned within 14 days of delivery for:

-Change of mind
-Incorrect size selected
-Incorrect colour selected
-Preference changes

Approved change of mind returns will be issued as store credit.

To be eligible, items must be:

-Returned within 14 days of delivery.
-Unworn (other than trying the garment on).
-Unwashed.
-Unaltered.
-In their original condition.
-Returned with all original swing tags attached.
-Returned in their original packaging where possible.

For hygiene reasons, we cannot accept garments that have:

-Makeup.
-Fake tan.
-Perfume or deodorant.
-Cigarette or smoke odours.
-Pet hair.
-Marks or stains.
-Any other noticeable scent, damage or signs of wear.

Items that do not meet these conditions may be returned to you.

Exchanges

As our collections are produced in limited quantities, we cannot guarantee that your preferred size or style will still be available by the time your return reaches us.

Because our collections are produced in limited quantities, we do not reserve stock for exchanges. If you'd like a different size or style, we recommend purchasing your preferred replacement item as soon as possible to avoid disappointment.

Once we receive and inspect your original item and confirm it meets the conditions of this Returns Policy, we'll process a refund to your original payment method for the original purchase.

If you would prefer not to purchase a replacement item before returning your original item, you're welcome to return your eligible item for store credit instead.

Non-Returnable Items 

The following items are not eligible for returns:

-Items marked Final Sale, Archive Sale or Clearance.
-Gift Cards.
-Earrings and body jewellery.
-Intimates and swimwear.
-Beauty products.
-Perishable items.
-Items purchased using Store Credit or Gift Cards.

This does not affect your rights under the Australian Consumer Law if an item has a fault or otherwise fails to meet the consumer guarantees.

Faulty Items

Every item is carefully inspected prior to dispatch.

If you believe your item has a manufacturing fault, please contact us as soon as possible at hello@deserttoocean.com.

Please include:

-Your order number.
-A description of the issue.
-Clear photographs where possible.

Depending on the circumstances, we may ask you to return the item for assessment.

Where an item is confirmed to have a fault, we'll provide an appropriate remedy in accordance with the Australian Consumer Law. The available remedy will depend on the nature of the fault and your rights under the Australian Consumer Law.

The following are not considered manufacturing faults:

-Normal wear and tear.
-Damage caused by misuse, accidents or improper handling.
-Failure to follow the garment care instructions.
-Damage caused during washing or drying that is inconsistent with the care instructions.
-Natural characteristics of fibres, fabric texture or weave.
-Slight colour variations between production batches resulting from the fabric dyeing process.
-Minor variations inherent in handmade or naturally produced products.

Lost or Damaged Parcels

If your parcel is delayed, arrives damaged or appears to be lost in transit, please contact us as soon as possible.

We'll work directly with Australia Post to investigate the shipment and assist you throughout the process.

While delivery timeframes are provided as a guide only and remain outside our control once your parcel has been lodged, we'll do everything reasonably possible to help resolve any delivery issues.

Product Colours & Natural Fabric Variations

Every effort is made to portray our products as accurately as possible. However, colours may vary slightly due to professional photography, lighting conditions, natural fabric dye lots and individual computer, tablet and mobile device display settings. Where garments are made from naturally dyed fabrics, slight colour variations between production batches are considered normal and are not regarded as a fault.

Handmade & Natural Materials

Some of our collections may feature handmade craftsmanship, natural fibres, vintage textiles, leather or other naturally occurring materials.

Small variations in texture, weave, colour or finish are part of the unique character of these products and are not be considered faults.

Return Shipping

Customers are responsible for the cost of returning items for change of mind or exchange.

Original shipping charges are non-refundable.

We recommend using a tracked shipping service, as Desert to Ocean cannot accept responsibility for return parcels lost in transit before they are received by us.

Where a return relates to a product with a confirmed fault or another issue covered by the Australian Consumer Law, return postage will be handled in accordance with your rights under the Australian Consumer Law.

How to Lodge a Return

Please email hello@deserttoocean.com with:

Your order number.
Your full name.
The reason for your return.

We'll provide you with return instructions and our return address.

Once your return has been received and inspected, we'll notify you by email regarding the outcome of your return.

Australian Consumer Law

Our Change of Mind Policy is separate from your rights under the Australian Consumer Law.

If an item has a fault or does not meet the consumer guarantees, you may be entitled to a repair, replacement or refund in accordance with the Australian Consumer Law.

Nothing in this policy limits or excludes those rights.

Questions?

If you have any questions regarding our Returns Policy, we'd love to help.

Email: hello@deserttoocean.com