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shipping & returns

 

shipping & handling

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

We offer free standard shipping for all orders over $150.00 AUD for Australian customers only - except for heavy goods orders.

Just a friendly reminder, if one of the items you've ordered is not yet available (pre-order), we will ship your order once all items are in stock.

postage charges are:

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

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

$10 Standard post (Signature on Delivery) - 3-5 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 day (international deliveries - select items)

 

 Australia shipping - express post shipments will be delivered via TOLL Priority. 

.Should you select Signature on Delivery please submit an address where someone will be home to receive the parcel. If no one is home, there will be a second attempt. If this occurs again, the parcel will be returned to sender. 

. Order delivery times are provided as guidelines only. Regional and rural areas may add 1-2 additional days to delivery time frames.

. Please note, orders which include a P.O Box postal address will be sent via AU post.

. Heavy goods are sent via courier and delivered within 3-5 business days. 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, the courier driver is unable to complete the delivery. This means that they will need to redeliver the parcel or drop it off at the local collection point. For more information please view here. 

. 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.

. We recommend providing an address where someone will be available to receive the parcel between 9am-6pm Mon-Fri.

. Order delivery times are provided as guidelines only. Regional and rural areas may add 2-3 additional days to delivery time frames.

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

. Heavy goods are sent via courier and delivered within 2-5 business days. Please note, heavy goods can only be delivered within Australia.

  

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 POBOX 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 DHL Express' website (just type 'DHL Express track' on Google search and you’ll be directed to your region’s DHL 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.

 

shipping times

All orders placed before 12pm on weekdays will be processed and shipped on the same business day. orders placed after 12pm on weekdays will be processed and shipped on the next business day. Orders placed on a weekend day will be processed within 24 hours of the next business day.

 

Standard post via Sendle is a 3-5 business day delivery service within metropolitan areas, however, please allow an additional 2-3 business days for locations outside of metropolitan areas and up to business 5 days for Western Australia.

 

Express post via AU Post provides a 2-3 business day delivery service within metropolitan areas, however, please allow an additional 1-2 business days for regional and remote locations. 

 

For information on delivery status, please contact hola@yoliandotis.com. Customers can also follow up on their orders with the tracking number provided through the appropriate courier's website -

. 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

please note: there may be shipping delays during sale time.

 

Christmas cut-off dates

All standard orders within Australia are sent via Sendle. Orders to be delivered to WA, NT, Far North Queensland and remote areas must be placed by December 7th to arrive by Christmas.

Orders to interstate metro areas or same-state regional areas must be placed by December 14th to ensure delivery before Christmas.

All international orders are sent via DHL and the cut-off date is December 14th. However, please note that there might be customs delays due to the high session and this is out of our control. 

As for Express orders within Australia, these are sent via AU Post and TOLL and all orders should be placed by 18th December. 

 

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.

 

refunds

We will provide you with a refund 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

Once your return has been received and inspected 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.

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 goods. We do not refund/exchange swimmers & underwear due to hygiene reasons.

Please note we also do not refund credit notes. 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. 

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.

 

exchanges

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 1 exchange per order applies, unless product deemed faulty.

 

Exchanges will only be accepted if:

1. the items are in saleable condition, in their original packaging 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 of goods

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

We do not refund/exchange SALE items. This includes SAMPLE 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. 

Please note: we are not responsible for exchanging/returning Y&O items purchased via our stockists.

In order to exchange/return items purchased from a Y&O stockist the customer must contact the stockist directly always with proof of purchase and follow the stockists exchange/return policy.

 

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

Upon receiving the garments, we will assess the items and if it satisfies our requirements we will offer an exchange, credit note or refund. If the garment/s do not satisfy our requirements the items will be sent back to the recipient. 

Refunds will be made to the original purchaser’s credit card or Paypal account. Return shipping will not be refunded unless the item is deemed faulty. Return shipping must be prepaid via traceable method (we recommend registered post) to ensure safe and documented delivery.

Yoli & Otis does not accept responsibility of customer sent return or exchange packages; so it is advised that when shipping returns or exchanges that meet the above required criteria, customers should select a service that provides tracking.

 

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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