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

EXCHANGE AND REFUND POLICY

ONCEWILD® always strive to provide customers with products of a high quality and standard. If an ordered item falls short of your expectations, you receive a different style or colour to what you ordered or require an exchange or refund. You have within 30 days from the date of your purchase to contact us to remedy the matter.

Please read our Exchange and Return policy for further information and contact our customer service team via the 'Contact Us' form. Where possible, please provide the following information when contacting us:

- Order number

- Where the item was purchased

- Nature of your enquiry e.g.: Exchange etc

- Style number or name of product

A customer service representative will be in touch with next steps for a resolution and to provide the contact details for our returns centre.

Please note, our policy is that exchanges or returns from Online customer orders are processed the same way they were purchased eg: Online exchanges or returns are posted back to our warehouse or returns centre. We do not conduct in person exchanges or refunds at our warehouse or returns centre.

We do NOT provide exchanges or returns on behalf of partnered retailers for online purchases. Partnered retailers should be contacted direct as they have your record of sale logged under their business system.

We do NOT offer 'free postage' for any product returned for exchanges or refunds. This is solely the responsibility of the customer and we are under no binding obligation to provide compensation for postage.

We ONLY exchange for the same product style (like for like) eg: For a different size or colour.

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 do NOT accept Boots/Slippers that are wet and show visible signs of being wet (such as buckling, mould, water stains or are soaking wet inside of the footbed or the soles glue adhesion has been affected) or are wet when we receive them inside of the return parcel postbag. This will be considered an unwarrantable claim.

We do NOT accept Boots or Slippers that are damaged by the customers actions. This will considered an unwarrantable claim and the warranty will be considered void in this situation.

We ARE NOT responsible for a customers return parcel. The return parcel is technically considered the customers responsibility until it reaches our business, this includes anything that might occur in transit to the return parcel. (Lost, damaged, weather conditions etc). 

Please note: Our product return rate is minimal, so during any evaluation of an Exchange, Refund or Manufacturing claim. If the claim demonstrates any inconsistencies, please be advised that they will be obvious to our experienced team.

Please see below for further information on enquiry types:

ONCEWILD® Exchange and Refund requirements for website purchases.

Exchange

If you wish to make an exchange of your recent purchase you have within 30 days from the date of your purchase to do so.

In order for an exchange, you must provide ‘Proof of purchase’ (receipt of your purchase/or provide your transaction number) and all items should be returned in the following condition:

  • Brand new
  • Unworn
  • Free of scuff marks
  • Free from holes
  • Free from creasing
  • Free from fluff or lint
  • Free from dirt or soil
  • Free from mould spots
  • Faux wool not discoloured
  • Dry and not wet
  • Free from stains (including grass stains)
  • Stitching not damaged
  • Glue adhesion intact
  • Colouration of product is as new
  • Boots/Slipper soles are clean with no marks or damage
  • There has been no alteration to the product
  • The the brand tags are still attached to the boots
  • All packaging (poly bags and tissue wrap) and label tags must also be returned with the product.
  • The product has not been worn extensively/misused or under extreme conditions
Please note that if an item is to be returned, it is the customers responsibility to return the items via a pre paid tracked postal or courier service at their own expense. We are in no way responsible or liable for goods that may go missing or be lost in transit. By using a pre paid tracked system, it will ensure the customer is covered until the goods reach our warehouse or returns centre.

On receipt of returned goods they will be reviewed and a customer service representative will be in touch with next steps for a resolution.

Please note that we do not accept customer 'change of mind' returns if the slippers or boots have been worn within the 30 days of ownership. Including inside or outside. If a return is requested, the product must be as they were supplied originally to the customer, being in a new condition without any damage or noticeable wear.

Please note: We do NOT accept Boots/Slippers that are wet and show visible signs of being wet (such as buckling, mould, water stains or are soaking wet inside of the footbed or the soles glue adhesion has been affected) or are wet when we receive them inside of the return parcel postbag. This will be considered an unwarrantable claim.

Please note: We do NOT accept Boots or Slippers that are damaged by the customers actions. This will considered an unwarrantable claim and the warranty will be considered void in this situation.

Please note: When returning a parcel containing either Boots or Slippers for a claim request/review. The parcel is technically considered the customers responsibility until it reaches our business, this includes anything that might occur in transit to the parcel. (Lost, damaged, weather conditions etc). 

Refund

If you wish to obtain a refund of your recent purchase you have within 30 days from the date of your purchase to do so.

In order for a refund, you must provide ‘Proof of purchase’ (receipt of your purchase/or provide your transaction number) and all items should be returned in the following condition

  • Brand new
  • Unworn
  • Free of scuff marks
  • Free from holes
  • Free from creasing
  • Free from fluff or lint
  • Free from dirt or soil
  • Free from mould spots
  • Faux wool not discoloured
  • Dry and not wet
  • Free from stains (including grass stains)
  • Stitching not damaged
  • Glue adhesion intact
  • Colouration of product is as new
  • Boots/Slipper soles are clean with no marks or damage
  • There has been no alteration to the product
  • The the brand tags are still attached to the boots
  • All packaging (poly bags and tissue wrap) and label tags must also be returned with the product.
  • The product has not been worn extensively/misused or under extreme conditions
Please note that if an item is to be returned, it is the customers responsibility to return the items via a pre paid tracked postal or courier service at their own expense. We are in no way responsible or liable for goods that may go missing or be lost in transit, by using a pre paid tracked system, it will ensure the customer is covered until the goods reach our warehouse or returns centre.

On receipt of returned goods they will be reviewed and a customer service representative will be in touch with next steps for a resolution.

If a refund is processed it will be in the following way:

Credit Card transaction - Your refund amount will be credited to the same account in which you used to make your initial purchase

Part Credit Card/Part Voucher transaction - The amount paid via Credit Card will be credited to the account in which you made your initial transaction and a new voucher will be reissued for the remaining balance.

Please note: We do not refund the postage only the product items when issuing a refund. 

Please note that we do not accept customer 'change of mind' returns if the slippers or boots have been worn within the 30 days of ownership. Including inside or outside. If a return is requested, the product must be as they were supplied originally to the customer, being in a new condition without any damage or noticeable wear.

Please note: We do NOT accept Boots/Slippers that are wet and show visible signs of being wet (such as buckling, mould, water stains or are soaking wet inside of the footbed or the soles glue adhesion has been affected) or are wet when we receive them inside of the return parcel postbag. This will be considered an unwarrantable claim.

Please note: We do NOT accept Boots or Slippers that are damaged by the customers actions. This will considered an unwarrantable claim and the warranty will be considered void in this situation.

Please note: When returning a parcel containing either Boots or Slippers for a claim request/review. The parcel is technically considered the customers responsibility until it reaches our business, this includes anything that might occur in transit to the parcel. (Lost, damaged, weather conditions etc). 

ONCEWILD® Faulty Items - Exchange & Refund Policy

If you have recently purchased a product and wish to enquire about an exchange or refund due to the item being considered faulty. Please complete the 'contact us' form and include the following information within 30 days from the purchase date:

- Proof of Purchase (Receipt or bank statement showing the purchase/transaction)

- Photos of the product (If footwear - Including the soles of the shoes/boots, front, back and side)

- Provide a brief explanation, including the product style, size and colour

All products are reviewed with consideration to the following:

 - How much time has passed since the product was purchased
 - How a consumer is likely to have used the product
 - The length of time for which it is reasonable for the product to be used
- The amount of use it could reasonably be expected to tolerate before the failure  becomes noticeable. 

We also take into consideration the way the product was returned back to us and the physical condition of the product. 

Please note: We have a very experienced/thorough quality control system in place and will be able to quickly identify if a claim is warrantable or not, so you may rest assured that you will be provided with professional customer service. (In accordance with Australian consumer law)

If the item is deemed to have a genuine fault, we will assist with providing the appropriate information to manage next steps for a resolution and provide details for our returns centre and process.

Generally we address claims in a timely manner as we have a low return rate. Any Inconsistencies are obvious to our experienced team.

The following are NOT considered manufacturing faults and will be deemed as an unwarrantable claim:

  • Creasing through wear that may occur and show on Slippers/Boots during the first few wears, this is a beautiful characteristic of the Slippers/Boots as they are non leather. This occurrence is not considered a manufacturing flaw.
  • Slight dye transfer may occur with darker coloured boots during the first few wears. This occurrence is not considered a manufacturing flaw.
  • Lighter coloured Boots/Slippers may pickup inks from clothing with which it comes into contact. This occurrence is not considered a manufacturing flaw.
  • Development in design, fit and styling of products resulting in range evolution over time is not a warrantable claim and is not considered a manufacturing flaw.
  • Alterations made to Boots/Slippers after purchase and wearing are not considered a manufacturing flaw. Eg: Dyeing to change colour or sewing material or patches on boots, repairs by shoe repairers, cleaning gone wrong etc 
  • Friction holes from wearing Boots/Slippers that are not the correct size and toes rubbing on the same spot or general wear and tear of boots over a duration of time is not a warrantable claim and is not considered a manufacturing flaw.
  • General wear and tear over a period of time is not considered a manufacturing flaw. We do not make any assumptions or claims that our footwear should last beyond a specified timeframe, realistically there will be wear and tear that would occur over a period of time and many factors that might contribute to such wear and tear. Goods are not expected to be indestructible, depending on how the consumer uses the product will determine the outcome of whether they last beyond 365 days or not. How someone wears the boots is beyond our control once the product has left our business and wear and tear will not be considered a manufacturing flaw.
  • Boots/Slippers that have been worn extensively during outdoor pursuits and have been damaged by campfire burns, torn from bushwalking or waterlogged by wet weather or snow conditions are not a warrantable claim and any related damage to the Boots/Slippers are not considered a manufacturing flaw.
  • Boots/Slippers that are wet and show visible signs of being wet (such as buckling, mould, water stains or are soaking wet inside of the footbed or the soles glue adhesion has been affected) or are wet when we receive them inside of the return parcel postbag. This will be considered an unwarrantable claim.
  • Boots/Slippers that have experienced heat damage such as being put too close to the heater or fireplace or have been tumble dried resulting in an altered apperance or the boots glue adhesion on the sole is affected, are not considered a manufacturing flaw.
  • Boots/Slippers that have been washed in the washing machine resulting with the Slippers/Boots having a buckled, matted, rubbed appearance and soaking to the footbed or damage to the glue adhesion on the soles, are not considered a manufacturing flaw.
  • Boots/Slippers that have been worn extensively throughout the Australian winter or cold climate conditions that are showing obvious wear and tear are not considered a warrantable claim or a manufacturing flaw.
  • Boots/Slippers that have been extensively worn and have been in the customers possession for several months since the purchase date and taken on and off after wear by pushing down on the heel with the other heel, potentially resulting in the sole coming away from the Boot/Slipper is not considered a manufacturing flaw or a warrantable claim, this is considered misuse of the product and wear and tear.
  • Boots/Slippers that have been chewed by pets is not a warrantable claim and is not considered a manufacturing flaw.
  • Change of mind is not considered a manufacturing flaw.

Please note:  We currently do not offer a 'shoe repair service' for 'wear and tear' but are happy to provide suggestions for customers to consider at their own discretion. In some instances for manufacturing claims, we may decide to offer 'shoe repairs' as a remedy after an in person inspection of the product or after a photo review, this is decided on a case by case situation.

Please note: For any exchanges or refunds, we require the product to be returned back to our returns centre prior to this being conducted.

Please note: Consumer behaviour, climate/season and wear are taken into consideration when reviewing any manufacturing claims, as our products are associated with winter/cold weather. Generally, a higher chance of wear and purchase during this timing is considered as a possibility in any manufacturing claim review that we may conduct.

Partnered Retailer/ Reseller - Exchange & Refund Policy

If you have recently purchased via a partnered retailer/reseller and wish to enquire about an exchange or refund. Please make initial contact with the retailer who you purchased from, as your financial purchase/transaction has been made direct with them under their trading terms and conditions. (Including their warranties). 

Please note: We do NOT offer any additional warranty to items sold via a partnered retailer/reseller (unless specified) as items are usually sold at a discounted rate or at times can be clearance items or discontinued. If you would like further advice please discuss directly with the partnered retailers customer service team.

Partner Retailer/Reseller - Faulty Items - Exchange & Refund Policy

If you have recently purchased via a partnered retailer/reseller and wish to enquire about an exchange or refund due to the item being considered faulty. 

Please make initial contact with the retailer who you purchased from as your financial purchase/transaction has been made direct with them under their trading terms and conditions. (Including their warranties). 

Please note: We do NOT offer an additional warranty to items sold via a partnered retailer (unless specified) as items are usually sold at a discounted rate or at times can be clearance items or discontinued. If you would like further advice please discuss directly with the partnered retailers customer service team.

When contacting the partnered retailer, you may be required to provide your order number or be required to login to their system using your customer account to organise the exchange or refund via their platform. The decision or outcome is at the partnered retailers discretion and is final. If the partnered retailer deems the product to have a manufacturing issue, they will make contact with our manufacturing department on your behalf for the product to be reviewed or a resolution provided if required.

If the item is deemed to have a genuine fault, the partnered retailer will assist with providing the appropriate information to manage next steps for a resolution.

Gift items - Exchange & Refund Policy

The best course of action to take prior to contacting us, is to make contact with the person who gave you the gift and ask them for a receipt, online order number or bank statement showing the location of the purchase, date and amount. On receipt of this information, will we then be able to look at the matter and provide advice, information or next steps for a resolution. We require 'Proof of Purchase' and are under no obligation to provide a remedy without it being provided to us to assist with our review of the enquiry. Please note: Gift items are not necessarily covered under the Exchange and Refund Policy, as it depends on the terms of sale under which the gift item was purchased and if it was direct with the online store or via a partnered retailer. 'Proof of Purchase' is a requirement for any claims for gifted items.

Warranty:

The product is guaranteed to be free from defects in workmanship and materials for a period of 2 months from the date of purchase. Manufacturing defects that occur within this warranty period, under normal use and care, will be repaired, replaced or refunded at our discretion.

For claim requests under our warranty time period, we will request photos, proof of purchase and a written description to be supplied from the customer. Some warranty decisions will be based on the submitted information and or the product being submitted for an 'in person' inspection of the product.

Please note: We do NOT offer any extended warranties or unlimited timeframe warranties on products that have been owned for an extended duration of time and or have been owned and worn extensively throughout the Australian winter or cold climate conditions. Claims on products that are showing obvious wear and tear and have been in the customers possession for several months since the purchase date or the claim timing coincides with being just before or after the first anniversary of the purchase timeframe/product ownership, will be reviewed as a case by case matter to deem if it is a genuine warantable claim or not. Warranty enquiries will be reviewed in accordance with the ACCC & ACL guidelines.

Please note: We do NOT accept Boots/Slippers that are wet and show visible signs of being wet (such as buckling, mould, water stains or are soaking wet inside of the footbed or the soles glue adhesion has been affected) or are wet when we receive them inside of the return parcel postbag. This will be considered an unwarrantable claim.

Please note: We do NOT accept Boots or Slippers that are damaged by the customers actions. This will considered an unwarrantable claim and the warranty will be considered void in this situation.

Please note: When returning a parcel containing either Boots or Slippers for a claim request/review. The parcel is technically considered the customers responsibility until it reaches our business, this includes anything that might occur in transit to the parcel. (Lost, damaged, weather conditions etc). 

Please note: We do not offer unlimited exchanges or a frequent series of  consecutive replacements on our products due to customer misuse, wear and tear or change of mind. We will review enquiries of this nature with consideration to our policies and Australian consumer law.

Please note: Our product return rate is minimal, so during any evaluation of an Exchange, Refund or Manufacturing claim. If the claim demonstrates any inconsistencies, please be advised that they will be obvious to our experienced team.

PLEASE NOTE:

*** 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 ******