Refund policy

Returns 

We have a 14-day return policy, which means you have 14 days after receiving your item to request an exchange or return. 

To be eligible for a return:

  1. Request made within 14-days of receiving your item
  2. Original Condition: The item must be unused, unwashed, and undamaged.
  3. Tags Attached: All original tags must still be attached.
  4. Packaging: Please fold the item neatly, place it in the original packaging, and include your name and/or order number.
Return Options

In line with Australian Consumer Law, Other Normal does not offer refunds for change of mind or incorrect sizing.

Full-Priced Items: Eligible for store credit valued at 100% of the original purchase price.

Please note:

  • Return shipping is at your own expense (unless Checkout+ Coverage was purchased at checkout - Available for AUS, NZ and USA customers). All returns need to be shipped to our Australian address.
  • Once we receive and inspect the item, returns are processed within 5–7 business days after arriving at our warehouse. 
  • Items returned that do not meet these conditions will be refused and sent back to the customer at their expense.
  • If the package does not reach us safely, we will not be able to process your return. We recommend using a tracked service to ensure your parcel reaches us securely.
Initiating a return

To start a return, please submit via RETURN PORTAL

What is “Checkout+” Coverage?

Available for AUS, NZ and USA customers

When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a store credit or exchange for free.

If you decide not to buy return coverage you can still return your items, but you will be responsible for the cost of the return shipping label.

All returns are subject to the guidelines outlined in our Return Policy.

Exchanges

We are happy to assist with an exchange of size or product. Sizes and colours are subject to availability online.

Exchange shipping is at your own expense. All items need to be shipped to our Australian address.

If the requested exchange item sells out, a store gift card will be issued.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

If you receive a faulty item, contact our support team within 30 days of delivery with images for assessment. If confirmed faulty, we’ll offer an exchange (subject to availability) or store credit if the item is unavailable. Claims made after 30 days are not eligible.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

If you have any further questions, please contact us at hello@othernormal.com.au