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Frequently Asked Questions

Cut right to the chase and find the answer you need by checking out our FAQ’s below.

If we’ve missed something, give us call on 03 9701 9800 or send an email to customer service

When can I expect to receive my delivery?

We aim to ship all orders received before 12pm (AEST), that very same day. All other orders are shipped the next business day. Once your item has been dispatched you will receive an email notification with a unique tracking code. The Express delivery option is the fastest delivery possible.

For more specific shipping and delivery info, click here

How does the Australia Post delivery service work?

All orders are shipped via Australia Post eParcel from Keysborough, Victoria, Australia. If you want to make sure you sign on receipt of goods, please choose this option at the checkout. Each delivery can be tracked by the Australia Post tracking post sent via email and text message.

For more specific shipping and delivery info, click here

Do you ship Internationally?

Ozmosis ships to Victoria, Tasmania, NSW, Queensland, Northern Territory, South Australia and our good mates in Western Australia. We do not ship Internationally.

What is your returns policy?

Return your full priced online purchase within 30 days of receipt and we will issue you a full refund for the product. Unless faulty, all returned items must be in their original condition. We don't offer exchange. 

Product returns must come with proof of purchase, for example, a receipt or credit card statement. Please note, we cannot offer a change of mind refund on Sale items.

Follow our online returns procedure here

What about your return policy for sale items?

Unfortunately we are unable to accept a refund or exchange on any sales items. If the item is faulty, normal refund conditions apply.

My item is faulty and I want my money back, what do I do?

First of all, what a bugger! We’re super sorry about that. You’ll need to contact customer service on 03 9701 9800 or send an email to customer service or go straight to our returns page and complete a Return Authorisation Request.

Upon receiving your goods, our returns department will assess the claim and you’ll be refunded as soon as possible.

But how do I return my items to Ozmosis?

To return an item you purchased online you will need to follow the free and easy 2 step process, see below. 

For all the details, jump through to the returns page here

How do Afterpay returns work?

To return an item you purchased with Afterpay online you will need to follow the standard returns process, don't worry it's free and easy. 

Once finalised through Ozmosis customer service, Afterpay will return the funds - usually within 1-3 business days.

For all the details, jump through to the returns page here

What about swimwear... can I return an online bikini purchase?

You sure can! We can accept a refund for swimwear on the condition that the item is deemed unworn by Ozmosis customer service. This means the swing tag remains attached, the hygiene sticker is in place and there’s no evidence of it being worn. Do note, sale bikinis do not qualify for a refund.

What do you guys do with my return once it’s delivered to Ozmosis HQ?

Glad you asked. We’ll inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. We’ll send an email confirming your refund, and how this will be processed to your original form of payment.

Refunds for credit card payments will be automatically issued to your bank account, just allow 3-10 business days for the refund to show in your account due to bank processing time.

Refunds for PayPal payments will be issued back to your PayPal account within 5 business days of us confirming receipt of your return.

If you don’t hear from us for some crazy reason, or we keep missing each other, you can connect with us here 03 9701 9800 or send an email to customer service

Do I have to pay to return my purchase to Ozmosis?

Ozmosis will cover standard postage costs for items declared faulty, under warranty or if the incorrect item was delivered to you. The postage on all other returns is to paid by your good self.

Where do I ship my return to?

All returns get shipped to the below address, but no need to write this down. When you follow our online process a label will be generated for you. 

OZMOSIS
Online Returns
Factory 1, 142-148 Atlantic Drive
Keysborough VIC 3173

What warranty is available on my purchased items?

We currently sell products from over 60 brands! So, as you can imagine there are quite a lot of differences for each manufacturer. At Ozmosis we pride ourselves on dealing with any warranty claims promptly, but unfortunately once the product has been returned to the manufacturer for assessment the time frame on resolution is outside of our control.

The following warranty information is to be used as a GUIDE ONLY. To find specific warranty information, please contact the brand directly (fastest option) or you can contact our customer service team who will then contact the brand on your behalf.

  • Clothing & Apparel: 3 months
  • Footwear: 3 months
  • Watches: Battery - 12 months, Movement - Up to 5 years, Bands - Not covered
  • Wetsuits: 12 months
  • Accessories: 3 months
  • Bags: General bags / Toiletry bags / Laptop cases - 3 months, Backpacks / Travel Bags - 12 months

I’ve just found a Gift Voucher, can I still use it?

That depends, is it an in-store voucher or an online gift voucher?

Ozmosis in-store gift vouchers are valid for a period of 12 months from the purchase date. These can be redeemed at all Ozmosis retail stores nationwide. In-store gift vouchers cannot be redeemed for cash and are not transferrable, nor can they be used on ozmosis.com.au. If an in-store gift voucher has been used for a part payment, the remaining value will be valid for 6 months from the last use of the voucher. You will receive this in a form of a credit voucher.

If an in-store gift voucher is lost or stolen, Ozmosis is neither responsible for nor obligated to replace or redeem the lost, stolen or damaged voucher. If the in-store gift voucher has expired, Ozmosis reserve the right to remove it from the system and render it null and void.

Ozmosis online gift vouchers are valid for a period of 12 months from the purchase date and can only be used online at ozmosis.com.au. An online gift voucher can be partly redeemed,however this does not extend the life/expiry of the voucher. The vouchers validity will remain at 12 months from the purchase date. Online gift vouchers cannot be redeemed for cash and are not transferrable. If an online gift voucher is lost or stolen, Ozmosis is not responsible and is not obligated to replace or redeem the lost/stolen/damaged voucher. Once the online gift voucher has expired, Ozmosis reserves the right to remove it from the system and render it null and void.

I want to speak to a human, how do I contact you?

Very easily! Give us a call on 03 9701 9800 or send an email to customer service team

Ozmosis is Australia’s leading urban surf retailer in the youth lifestyle market.

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