shipping & returns
shipping & handling
Postage fees and delivery times:
FREE shipping AU - orders over AUD $150
FREE shipping worldwide - orders over AUD $750
Shipping is calculated based on weight and location; orders are shipped from AU.
Orders that are split with pre-order items will be sent once all items are on hand.
If you require a special delivery, please contact firstname.lastname@example.org and we'll try and accommodate.
From our AU warehouse we ship with nationally and internationally. Within AU we ship with AUS Post. We offer Parcel Post (3-5 bus. days, metro) and Express Post (1-2 bus. days, metro). Regional orders can vary and ETA may be an additional 3-5 bus. days.
For international orders we ship with different couriers depending on location and parcel size/weight. We use AUS Post International Post Standard (7 bus. days) and AUS Post Express Merch (3-5 bus. days) as well as DHL, Fedex, UPS. The estimated delivery time-frame varies depending on the country as well as customs clearance processes.
AUS Post hands the international parcels over to the recipient's local post office (i.e.: Royal Mail (UK), Correos (Spain), Poste Italian (Italy), Deutsche Poste (Germany), Japan Post Co (Japan), etc).
Please contact the courier directly to follow up on your shipment status. Our team is also happy to help, just email us at email@example.com if you have any delivery queries.
duties and taxes
The recipient will be liable for any local duty, tax and/or other import costs on orders. Any potential fees are out of our control. Communication with customs to clear shipments are the receiver's responsibility.
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 in reference to the purchased goods will only be issued once return orders have been received. The actual shipping cost won't be refunded in this case.
Please contact your local customs office for more information regarding taxes and duties payable in your region before placing your order.
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 firstname.lastname@example.org 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 email@example.com with your original order details as well as a reason as to why you wish to return or exchange your purchase.
We'll confirm the return address based on your order and location.
Exchanges will be retuned at the customer's own cost and Y&O will cover postage back to the customer complimentary.
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.