shipping & returns

 

shipping & handling

Our online business hours are Monday to Friday, 9am - 4pm. All orders placed before 12pm (AEST) on these days, will be dispatched on the same business day. Orders placed after 12pm (AEST), will be dispatched on the next business day.  Orders placed on a weekend day will be processed within 24 hours of the next business day. Please note, this can vary during collection launch and sale period.

 

Postage charges and delivery times:

FREE standard shipping - orders over $150.00 AUD within Australia (except for heavy goods ) Signature on Delivery 3-5 business days

$10 Standard post via Sendle - Signature on Delivery 3-5 business days

$15 Express TOLL Priority - Authority to Leave 1-2 business days

$15 Express TOLL Priority - Signature on Delivery 1-2 business days

$45 Heavy goods shipping - 2-5 business days (within Australia only)

$35 DHL Express international shipping - 7 business days

$45 International heavy goods shipping - 7 business days

 

Yoli & Otis ships to all destinations within Australia and most countries. 

* Pre-order: All pre-orders will be dispatched once ALL products ordered are available in stock.

* Order delivery times are provided as guidelines only. Regional and rural areas may add 1-3 additional days to delivery time frames.

* P.O Box postal address will be sent via Express AU post.

* Please note, heavy goods can only be delivered within Australia.

 

Australia shipping - standard post will be delivered via Sendle and will require ‘Signature on Delivery’. The courier will attempt to deliver your order twice, the driver will leave a card. If there are no instructions provided or there is no one at the delivery address to sign for the parcel, they will need to redeliver the parcel or drop it off at the local collection point. We recommend providing an address where someone will be available to receive the parcel between 9am-6pm Mon-Fri

The signature is a record only of delivery to the address on the label, Sendle is not responsible for ensuring delivery to a particular recipient at an address.

Orders dispatched via standard shipping for SA, TAS  & WA based customers will be delivered within 7 - 10 business days.

For more information please view here. 

 

International shipping - We deliver to most countries all over the world. Your order will be dispatched via DHL Express. This is a signature on delivery service. For PO BOX addresses, the customer/receiver must contact the courier to request Authority To Leave (ATL), otherwise provide the courier with an alternative address. You'll be able to track your order through the tracking email you'll receive as well as via DHL Express' website. Should you require a more specific ETA you can always contact your local DHL directly with the tracking number we provided you when dispatching your order. In the event of re-delivery or address changes, the customer must contact the courier directly.  

* Please note: the recipient will be liable for any local duty, tax and/or other import costs on orders placed outside of Australia. Any potential fees are out of our control.

* For information on delivery status, please contact the courier. Here are the appropriate couriers' websites -

. Sendle - or contact directly: support@sendle.com

. AU Post - or contact directly: 13 76 78  

. DHL Express - or  contact directly: 13 14 06 

. TOLL - or contact directly: 1800 188 655

  

christmas cut-0ffs

Our online business hours are Monday to Friday, 9am - 4pm. All orders placed before 12pm (AEST) on these days, will be dispatched on the same business day. Orders placed after 12pm (AEST), will be dispatched on the next business day. 

 

Express TOLL Priority - 10th December 

*Orders placed before 12pm AEST

Long-haul national deliveries via Sendle - 10th December 

*Orders placed before 12pm AEST

** Last pick up day to or from Western Australia, Northern Territory, Far North Queensland, interstate regional areas and any remote locations. 

Short- haul national deliveries via Sendle - 16th December 

*Orders placed before 12pm AEST

** Last pick up day for interstate metro areas (or same-state regional areas) such as Sydney to Melbourne, Adelaide to Sydney, Melbourne to Brisbane or Canberra to Adelaide.

DHL Express international shipping - 12th December 

*Orders placed before 12pm AEST

** Please note that delivery times are estimated and customs delays during holiday season are out of our control.

 

duties and taxes

Orders shipped to countries outside of Australia may incur duties and taxes which are applied by customs. The responsibility for any custom duties, foreign taxes or other fees which may be imposed rest with the customer. Should the customer refuse to pay duties and taxes held on an order applied by customs the responsibility lies with the customer to arrange for the order to be returned to Yoli & Otis in order to receive a refund.

Refunds will only be issued once return orders have been received.

Please contact your local customs office for more information regarding taxes and duties payable in your region.

 

returns and exchanges

The shipping costs incurred for returning your item(s) to Yoli & Otis for exchange, credit or refund are at your own expense. We will provide you with a refund/exchange or credit on full-priced items if:

1. the items are in original condition, with all tags attached

2. the items have not been worn, damaged or washed

3. you notify us and return the item(s) within 7 days of receipt

4. the original invoice is provided as proof of purchase 

5. the items are faulty

6. the items received are different to the goods you have ordered

 

After examining the item(s), we will inform you of whether you have the right to reimbursement of the amount paid (excluding shipping) or exchange.

You must return the item(s) in saleable condition without any undue delay, and in any event within a maximum period of 7 calendar days, upon delivery.

Once your return has been received, inspected and approved we will refund you by your original payment method. Refunds will only be issued once return orders have been received. Returned items will be refunded excluding the original cost of shipping, unless deemed faulty.

Refunds will be made to the original purchaser’s credit card or Paypal account.

We will offer exchanges and/or replacements that meet the required criteria for another size, colour or item; subject to product availability. Exchanges will be processed within 7 business days of receipt. If there is a difference in cost, the customer will be contacted directly via email. A limit of one exchange per order applies, unless product deemed faulty.

All of our garments are herbal dyed and can vary in colour from production to production. Different fabrics, such as thick cord and thin cord, linen and cotton have different thickness so they absorb the colours differently.  This is impossible to match exactly.  We do not use heavy metal mordants like copper, chrome, zinc or tin to make the colours bright and fast.  We stand by this natural process and it is part of our philosophy, how we’ve always produced our garments. Difference in tone is not grounds for returns.

Please make sure to read the care label instructions and/or contact us at hola@yoliandotis.com if in doubt of how to wash. All Y&O items are pre-washed for quality control.

We recommend using only eco-friendly detergents. Harsh detergents can result in colour discolouration and stain the garments; even white natural fabrics can bleach off.

* Please note we do not refund SALE goods, these are final sale items and can't be returned or exchanged unless deemed faulty. This includes SAMPLE SALE as well as FLASH SALE goods. We do not refund/exchange swimmers & underwear due to hygiene reasons.

SAMPLE SALE goods are bound to have faults, including stains, size discrepancies, etc. When purchasing from the SAMPLE SALE the customer is aware that the goods cannot be returned or exchanged.

*Credit notes are not refundable. Should you wish to return an order purchased with a credit note (within the 7 day exchange/return period), another credit note will be provided. 

*Please note: we are not responsible for exchanging/returning Y&O items purchased via our stockists. Customer must contact the stockist directly always with proof of purchase.

* gift vouchers & credit notes aren't applicable to flash sales (sale codes). only one code/discount at a time may be used.

 

how to return your order

To apply for a return or exchange, please email us at hola@yoliandotis.com with your original order details as well as a reason as to why you wish to return or exchange your purchase.  

Please fill out and include the exchange/returns form along with your exchange/returns parcel.

We recommend using a trackable shipping service when returning your order to ensure safe and documented delivery, as Yoli & Otis take no responsibility in tracking your return. 

 

Please send all return/exchange packages to:

Yoli & Otis

ATTN: Return Department 

2/97 Centennial Circuit

Byron Bay, NSW, 2481 Australia



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