Please see below for the most frequently asked questions. If you can’t find what you are looking for and need personal assistance, please contact our Customer Service team on [email protected]
What are the delivery charges for orders from the Online Shop?
We charge a flat rate of $10.50 within Australia, flat rate $15 for NZ and flat rate of $20 for International orders. Orders over $150 within Australia receive free shipping.
Do you offer free shipping?
Orders over $150 have free shipping. On occasions we offer a free shipping coupon code on Instagram (@oovykids), Facebook (oovyAU). Make sure you sign up to our newsletter in the bottom right corner of our website to get up-to-date information when we offer free shipping, competitions and deals.
Can I track my order online?
Yes, you receive a tracking number with your shipping confirmation that is sent to your email. If you have any issues with your order please contact our customer service team at [email protected] and we will sort it out.
Do you accept international currencies?
You can pay your international currency through PayPal or via Credit Card processed through eWay.
Do I have to pay international taxes and duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Oovy does not control and is not responsible for any duties/taxes applied to your package upon delivery. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
How long will delivery take?
We dispatch all orders in 1-3 working days. Orders are not shipped on the weekends or public holidays. Delivery will take an estimate of 1 - 7 days within Australia. Shipping times for international orders depends on the country you are ordering from generally DHL takes 21 days.
Help, I can't find the style, color or size I’m looking for.?
The colors and sizes we have online are what we currently have in stock. However we do update our stock regularly, so you can always jump online again in a few days to see if it's available. If you are after a particular product you may find it at one of our stockists. If you have any questions about a product you can email us at [email protected]
Can I buy products from previous collections?
If it's not on our website, we may not still have it available. You can always ask us by emailing us at [email protected]
How often do you re-stock sold out items?
We may re-stock items that have sold out, for stock control we try to only release a certain amount of stock at one time. If you see an item you want online that has sold out, wait a few days to see if it is restocked on the website. We will normally announce restocks on Instagram regularly. Please note: We do not restock our seasonal collections, we like to keep these as exclusive limited editions, once they have sold out they are gone.
Where are your clothes produced?
Our clothes are all designed in Australia. Our shorts, bibs, blankets and headbands are made in Australia. Other items are manufactured in China. Our fabrics are printed in America and China. Although this is changing for our next collection that will all be ethically produced with 100% organic cotton in India and we are very excited about the new changes.
What are your products made of?
All our clothing including harem pants, bibs, tops, rompers, playsuits and blankets is made from 100% super soft breathable cotton for extra comfort. Our moccasins are made from 100% genuine cow leather.
Do you have a shop premises?
No, Oovy only operates online. If you would like to see our products, you can check out your local stockist.
Can I return the product I purchased.?
My product I purchased has a defect. What do I do?
Please complete our OOVY Returns Request Form on this page https://www.oovy.com.au/shipping-returns/ and insert it with your returned package. We will then email you regarding a full refund or ship out the same product if available. Postage of Return item will also be refunded with receipt included or emailed to us. Photos of issue for our manufacturer must be emailed to [email protected]
How long does it take to process returns?
It will take 5 business days after receiving your returns email.
I received the wrong product?
Please contact our customer service team via email [email protected] and send them your order number and photos of the products received so we can send you the correct items. You will not be charged for the shipping costs of the correct item/s.
How secure is shopping in the Online Shop? Is my data protected?
We offer secure shopping online with payment via PayPal or Credit Card (through eWay). We keep payments and customer data secure with our SSL Certificate. We keep our site clean and secure from malware, we deliver on that promise with SiteLock seal.
Which payment methods are accepted in the Online Shop?
We offer payment through PayPal, credit card or direct deposit.
What exactly happens after ordering?
Once you complete your order and payment has been received, we will wrap up your package and post out to you. Once it has been sent, you will receive an email stating that your parcel has been completed with tracking information.
Do I receive an invoice for my order?
Yes, You will receive an invoice via email.
I have placed my order already, can I change it?
Please contact our Customer Service team at [email protected] to see if it is still possible to change your order. We only change orders if we haven't already processed and dispatched the product. You can always return the product within 30 days and place a new order, however you will be responsible for the return shipping costs.
I have placed my order already, can I add more products?
We cannot add products to your order once it is placed. However if it was within 24 hours and the products have not been dispatched. You can place another order online and we will email you a coupon code for free shipping and add that item in the same package as your existing order placed. Please contact our Customer Service team at [email protected] to see if it is still possible to add additional products to your existing order.
I have placed my order, but I'm not sure if it went through?
A confirmation is sent to your email immediately after the order is placed, please check your inbox and junk mail. If you have not received a confirmation email then chances are that your order did not go through correctly. Please contact our customer service at [email protected] and we’ll sort it out!
How do I use a gift voucher?
On your gift voucher you will see a #GV number, place this code into the coupon code field on checkout to receive the value of the coupon code off your order. If you have any issues please contact our customer service team at [email protected] Gift vouchers are valid for one year from date of purchase. Promotional Gift vouchers given as a prize is for individual use only, these coupons cannot be used in conjunction with other coupons. These promotional gift vouchers exclude sales items. They should not apply to items on sale. Per-item coupons will only work if the item is not on sale. Per-cart coupons will only work if there are no sale items in the cart.
I would like to order a gift voucher, how does it work?
If you would like to send a gift voucher to someone, please select the gift voucher product and select the option on checkout to send as a gift. Just fill in the details and we will take care of the rest for you! We will post out a gift voucher from you. We process gift vouchers within 24 hours and post immediately, they will receive their voucher within 1-7 business days. If you require a digital downloaded gift voucher, as you need a quick gift please email us and we can sort this out for you straight away.
I would like to send the products I am purchasing as a gift, how does this work?
When you complete your order in the checkout process, there is an option to send the order as a gift. Just fill in the details and we will take care of the rest for you! We will send the receipt to the email address stated in the checkout and remove all price tags. If you’d like to send it in a gift box, there is an additional cost added to the total price. Just tick the box in the checkout and we will sort everything out for you!
The item I bought is now on sale, can I get the difference refunded?
No, all sale prices are final and the prices displayed in the online shop are accurate. All costs are clearly stated in the checkout process before anything charged on your credit card. When proceeding with your purchase, you accept the price.
Can I pre-order?
We do not offer pre-orders. We only sell what we have in stock that is displayed on our website.
I entered a competition and won! How do I claim my prize?
If you won an Oovy competition via Instagram, Facebook or Online and need to claim your prize please email us at [email protected] If you have won a "% off" you will receive a coupon code via email to the email address you entered the competition with. If you did not receive the email please check your junk folder. If you have won a "$" value you will either receive a coupon code via email or a gift voucher will be sent in the mail. If you have won products, please email us your postal address and contact number so we can send your prize out to you.
I entered a competition but didn't respond within 48 hours, what now?
If you entered a competition and we have tried to contact you for 48 hours via either email or social media and had no response, we have the right to redraw the prize to another entry. Everyone who enters a competition must respond within 48 hours and that is final.
Are you looking for 'Brand Reps'?
We will announce brand rep competitions on Instagram (@oovykids), Facebook (oovyAU) and via our newsletter, if you are interested you can follow us to keep up to date.
I'm a kids fashion blogger, Do you offer giveaways?
Yes, we offer product reviews and giveaways, please email us at [email protected] All blogs must include a link to our homepage, a link to a product and a link to our Instagram & facebook pages. These links must be do-follows.
I have placed a stockist order, I don't want anymore?
Once you have submitted an order that order is final whether you are a stockist or customer and cannot be changed. We do not refund orders placed online through our system. However if you contact us within 48 hours to cancel this will be accepted if the order has not been processed or shipped. If you have selected direct deposit and have not paid your account within 30 days a 1.5% surcharge will incur each month till it is paid. If the parcel is returned it will be up to the stockist to pay shipping costs which will still have a 1.5% surcharge each month if unpaid.