Refund policy
We want you to be stoked with your Ocker gear. If something arrives damaged, misprinted, faulty or just plain wrong, get in touch and we’ll sort it out.
Made to order
Every Ocker Apparel item is made to order by our fulfilment partner, Printful. Because we don’t hold ready-made stock, we generally can’t accept returns or exchanges because you:
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Changed your mind
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Ordered the wrong size or colour
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Decided you no longer want the item
Please check the product description and sizing guide carefully before ordering.
This does not affect your rights under the Australian Consumer Law.
Damaged, faulty, misprinted or incorrect items
If your order arrives damaged, faulty, misprinted or different from what you ordered, email oi@ockerapparel.com.au as soon as possible.
Where possible, contact us within 30 days of receiving your order so we can lodge the issue promptly with our fulfilment partner.
Please include:
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Your name and order number
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A description of the problem
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Clear photos showing the issue
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A photo of the packing slip or shipping label, if available
Once we’ve assessed the problem, we’ll arrange an appropriate remedy, which may include a replacement or refund. You may not need to return the item.
Please don’t send anything directly to Printful or another return address unless we provide instructions first.
Sizing issues
We don’t generally offer returns or exchanges when the wrong size has been ordered. Measurements can vary slightly between products, so please refer to the sizing guide shown on the relevant product page.
If you received a different size from the one ordered, or the item appears significantly different from the measurements provided, contact us and we’ll investigate.
Lost or delayed orders
Delivery estimates aren’t guaranteed, and occasional carrier delays can happen.
If your order hasn’t arrived by the estimated delivery date:
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Check the tracking information provided with your shipping confirmation.
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Check around the delivery address, with household members, neighbours and your local post office or collection point.
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Contact us at oi@ockerapparel.com.au if it still can’t be located.
Where possible, please report potentially lost parcels within 30 days of the estimated delivery date. If the parcel is confirmed as lost and the delivery address provided was correct, we’ll work with our fulfilment partner to arrange an appropriate resolution.
Incorrect addresses and unclaimed parcels
Please check your shipping address carefully before completing your order.
If you notice an error, contact us immediately. We may be able to update the address if fulfilment hasn’t progressed too far. Once an order has shipped, the address generally can’t be changed.
If a parcel is returned because the address supplied was incorrect or incomplete, or because it wasn’t collected or was refused, additional shipping charges may apply before it can be sent again.
You won’t be charged additional shipping where the return was caused by an error made by Ocker Apparel, our fulfilment partner or the delivery carrier.
Cancellations and order changes
Orders can enter production shortly after they’re placed. If you need to change or cancel an order, contact us immediately at oi@ockerapparel.com.au.
We’ll do our best to help, but changes or cancellations can’t be guaranteed once production has started.
Refunds
Approved refunds will be returned to the original payment method. Your bank or payment provider may take several business days to process the refund after it has been issued.
Original and return shipping costs will be refunded or reimbursed where required under the Australian Consumer Law.
Australian Consumer Law
Our products come with guarantees that can’t be excluded under the Australian Consumer Law. Depending on the circumstances, you may be entitled to a replacement, refund or another remedy if a product fails to meet a consumer guarantee.
Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.
Need a hand?
Email oi@ockerapparel.com.au with your order number and the details of the issue. We’ll get back to you as soon as possible and help get it sorted.