Refund and Returns Policy

SHIPPING

At thisisoya, we would like to make your online shopping experience as pleasant and simple as possible, so our shipping methods and policies have been designed to get your order to you quickly and efficiently.

All orders are shipped via Australia Post and we only offer Registered EXPRESS (signature on delivery),  so we suggest having your order delivered to an address where you will be between 9am to 5pm.

AUSTRALIA WIDE SHIPPING RATES:

Orders up to $250 – $13

Orders over $250 – $5

When your order has been placed, a confirmation email will immediately be sent to your nominated email address. Orders are processed within 24-48 hours. Purchases made on weekends or Australian public holidays will be processed the following business day. Please note* Confirmation emails can be hiding in your junk folder, please double check all junk folders or email us at sales@thisisoya.com

If you have purchased a sale item, dispatch is not immediate, the item can take up to 3 days to be shipped. 

In most cases orders will be received within 1-3 business days of shipping.

RETURNS

Our policy lasts for 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please note there are no exchange or refunds on reduced styles. 

  • Items should be returned new, unused, and with all designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
  • Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.
  • All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

Shoes

All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.

Lingerie & Swimwear

Briefs, swimwear and bikini bottoms are non-refundable in the absence of a fault. Please choose carefully as we may not approve a refund/exchange for these items.

Faulty goods

Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

Colours

We have made every effort to display as accurately as possible the colours of our products that appear on Our website. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.

To request a return please email: sales@thisisoya.com

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)

Once your return 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 refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at accounts@refreshcos.com

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at

accounts@thisisoya.com

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.