AUSTRALIA POST DELIVERY DELAYS OF UP TO 7-10 DAYS DUE TO AUSTRALIA POST BACK LOG

CONTACT

ATTENTION CUSTOMERS: IF YOU HAVE CONTACTED OUR ONLINE STORE VIA THE 'CONTACT US FORM' AND YOU BELIEVE THAT YOU HAVEN'T RECEIVED A REPLY, PLEASE DOUBLE CHECK YOUR JUNK MAIL FOLDER.

OUR CUSTOMER SERVICE TEAM POLICY IS TO RESPOND WITHIN 24-48 HOURS OF EACH ENQUIRY AND WE ALWAYS RESPOND TO CUSTOMER ENQUIRIES.

***GENERAL ENQUIRIES*******

If you require any assistance, have any enquiries or feedback.

Simply fill in the form below, a customer service representative will then be in touch.

Please note: When completing the 'Contact Us' form, please provide the correct email address to avoid any delays in response timing.

***INTERNATIONAL SHIPPING ENQUIRIES******

For customers that are outside of Australia, AUSFF is an independant business (non affiliated) who provide a gateway service for worldwide consumers to explore the potential of purchasing within the Australian market. Simply visit their website at http://www.ausff.com.au to set up your account for an Australian local shipping address. AUSFF will then coordinate and forward all your Australian purchases to you with great international shipping rates. Once you've set up your account and received your Australian address, you can shop away with any Australian retailer/etailer you wish!

 ***ORDER ENQUIRIES OR EXCHANGES AND REFUNDS******

Simply fill in the form below, a customer service representative will then be in touch to provide you with the Criteria and returns centre postal address.

Please note: When completing the 'Contact Us' form, please provide the correct email address to avoid any delays in response timing.

For exchanges and refunds, please include your order number with your enquiry. 

Please note: EXCHANGES AND REFUNDS CAN ONLY BE PROCESSED VIA THE ONLINE STORE.

Please note: EXCHANGES AND REFUNDS CAN'T BE PROCESSED IN PARTNERED RETAIL STORES OR IN PERSON AT OUR HEAD OFFICE OR RETURNS CENTRE PREMISES.

Please note: WE DO NOT OFFER 'FREE RETURNS' FOR EXCHANGES OR REFUNDS. POSTAGE COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER.

Please note: WE ONLY EXCHANGE FOR THE SAME PRODUCT STYLE (LIKE FOR LIKE) eg: FOR A DIFFERENT SIZE OR COLOUR. WE HAVE NO WAY OF PROCESSING AN EXCHANGE FOR A DIFFERENT PRODUCT OR ADJUSTING PAYMENTS. IF YOU WOULD LIKE A DIFFERENT PRODUCT TO WHAT YOU HAVE PURCHASED, PLEASE REQUEST A REFUND AND PURCHASE THE ITEM AS A NEW TRANSACTION, SO THAT YOU HAVE THE CORRECT RECORD OF SALE. PLEASE CONTACT OUR TEAM FOR THE RETURN CRITERIA VIA THE 'CONTACT US FORM'.

Please note: We do NOT offer exchanges or refunds for 'Change of mind' on purchases if the product has been worn more than just trying the slippers or boots on within the 30 day returns period. We may request photos and proof of purchase details to verify wear and tear if an enquiry of this nature is made.

Please read our EXCHANGE AND REFUND POLICY for returning criteria and information in regards to your enquiry. 

*** REJECTED DELIVERIES OR RETURN TO SENDER PARCELS SENT BACK TO US, WILL NOT BE ACCEPTED AND CONSIDERED THE CUSTOMERS SOLE RESPONSIBILITY AS BEING ABANDONED BY THEM. WE HAVE A SPECIFIC CRITERIA AND ADDRESS FOR RETURNS.

PLEASE CONTACT OUR TEAM VIA THE 'CONTACT US' FORM AND THEY WILL PROVIDE YOU WITH THE RETURNS CRITERIA, RETURN FORMS AND THE SPECIFIC ADDRESS FOR OUR RETURNS CENTRE ******

***ORDERS AND DELIVERY TIMINGS******

To our valued customers,

All items purchased will be processed within 1-2 working days after they have been ordered. (Monday - Friday). During the winter months we at times can experience a high level of demand resulting in orders sometimes taking up to 7 days to be processed and sent out from our warehouse. 

Our dispatch warehouse is not open on the weekends or public holidays. If items are ordered late at night, on weekends or on public holidays, the order will be processed on the next business opening day. (Monday - Friday)

Ordered items once they are processed are then collected and sent out via Australia Post, please allow 3-10 working days delivery timing depending on your location within Australia.

All orders will be allocated tracking details once they have been processed, this tracking number will be emailed to you. (Please check your Junk mail and Inbox folders).

Unfortunately once the order has been sent with Australia Post we are unable to control their delivery timings. We also cannot control any delays due to Australia Post backlogs or not operating on public holidays.

Please note: We do not compensate 'postage costs' for delays incurred by Australia Post.

Please note: We are not responsible for Australia Post delivery timings due to or during natural occurances such as floods, drought or bushfires. We are also not responisble for Australia Post delivery timings during the Covid -19 pandemic.

Please visit the Australia Post link for any impacts in regards to their delivery timings: https://auspost.com.au/service-updates/domestic-delivery-updates

Please note: We currently deliver within Australia only. We do not ship Internationally. AUSFF is an independant business (non affiliated) who provide a gateway service for international shipping for purchases made with Australian retailers. See their website for further details: http://www.ausff.com.au

Best Wishes

The ONCEWILD® team.

ATTENTION CUSTOMERS: IF YOU HAVE CONTACTED OUR ONLINE STORE VIA THE 'CONTACT US FORM' AND YOU BELIEVE THAT YOU HAVEN'T RECEIVED A REPLY, PLEASE DOUBLE CHECK YOUR JUNK MAIL FOLDER.

OUR CUSTOMER SERVICE TEAM POLICY IS TO RESPOND WITHIN 24-48 HOURS OF EACH ENQUIRY AND WE ALWAYS RESPOND TO CUSTOMER ENQUIRIES.

Please note: WE ONLY EXCHANGE FOR THE SAME PRODUCT STYLE (LIKE FOR LIKE) eg: FOR A DIFFERENT SIZE OR COLOUR. WE HAVE NO WAY OF PROCESSING AN EXCHANGE FOR A DIFFERENT PRODUCT OR ADJUSTING PAYMENTS. IF YOU WOULD LIKE A DIFFERENT PRODUCT TO WHAT YOU HAVE PURCHASED, PLEASE REQUEST A REFUND AND PURCHASE THE ITEM AS A NEW TRANSACTION, SO THAT YOU HAVE THE CORRECT RECORD OF SALE. PLEASE CONTACT OUR TEAM FOR THE RETURN CRITERIA VIA THE 'CONTACT US FORM'.