Returns & Exchanges Policy
Shop with confidence: 30-day returns
We want you to love what you choose. If something isn't quite right, we make returns and exchanges simple, so you can shop knowing you're covered.
How it works
Return or exchange any eligible item within 30 days of delivery. Items need to be in their original, unused condition with all OiOi tags attached, and we'll need your proof of purchase. This doesn't affect your 14-day right to cancel (see below). Bundles sold as a set must be returned complete.
Returns come back to our warehouse in Melbourne, Australia. If you're sending from overseas, please allow extra time.
Starting your return
Use the Start a return button above, enter your order number and email address, and follow the prompts. You'll choose store credit, a refund or an exchange. Most returns are approved on the spot, with your instructions and shipping label coming through straight away.
If you're letting us know an item arrived damaged or incorrect, we'll ask for a quick photo and one of our team will review it before approving. That way we can sort out a replacement properly rather than just processing a return.
Return postage is your responsibility, unless the item is faulty. If an order does not arrive, get in touch and we will help.
What's not eligible for 30-day returns
- Items marked Clearance or Final Sale are not eligible for return or exchange.* (You'll always see this clearly noted in the product description before you purchase.)
- Second/Sample items are also excluded.*
*Unless faulty, or you use your 14-day right to cancel. See below.
Faulty items are always our cost
If there's a manufacturing fault with your OiOi, we cover the return postage ourselves and our 12-month warranty still applies. If your order arrived in the last 30 days, start your claim through the returns portal and include a few photos. For anything older, or if the portal will not accept an item you believe is faulty, email us at sales@oioi.com.au and we will sort it out. By law, everything we sell you must be as described, fit for purpose and of satisfactory quality, and nothing on this page affects those rights.
Your 14-day right to cancel
Under UK law, you have the right to cancel your order within 14 days without giving any reason. This includes Clearance, Final Sale and Second/Sample items.
You can cancel any time from placing your order until 14 days after the day it arrives with you, or with someone you've asked to take it for you (not the courier). If your order comes in more than one delivery, you have until 14 days after the day the last one arrives.
To cancel, just tell us clearly that you're cancelling. Email sales@oioi.com.au, call +61 3 9042 4886 or write to OiOi Pty Ltd, 10 Bulli Street, Moorabbin VIC 3189, Australia. You can use the cancellation form below, but you don't have to. As long as you send your message before the 14 days are up, you're in time.
You can also cancel with the Start a return button above, and we'll email you to confirm we've got it. A refund or store credit you ask for there within the 14 days counts as cancelling. If the portal won't take your return (for example a Clearance or Final Sale item, or an order that hasn't arrived yet), just email us.
If you cancel
If you cancel your order, we'll refund everything you paid us, including delivery. If you chose Express, we'll refund delivery up to what Standard would have cost you.
We'll refund you without undue delay, and no later than 14 days after we get your items back or you give us proof you've posted them, whichever comes first. We may hold your refund until one of those happens. If you cancel before we've sent your order, we'll refund you within 14 days of you telling us. Refunds go back the way you paid unless you expressly agree otherwise (for example, by choosing store credit), and there's no fee.
Please send your items to our Melbourne warehouse at the address above no later than 14 days after you tell us you're cancelling. Sending them within that time is enough. You'll pay the return postage, unless the item is faulty.
Your items don't need to be unused or have their tags on. We can only reduce your refund for a drop in value caused by handling them more than you'd need to see what they are, what they're like and how they work (for example, more than a shop would let you).
Cancellation form
If you'd like to use it, copy this into an email or letter to us:
To OiOi Pty Ltd, 10 Bulli Street, Moorabbin VIC 3189, Australia, sales@oioi.com.au:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
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