Returns and Exchange Information
Customer satisfaction doesn’t end when your order leaves our warehouse – it steps up.
Our team understands that sometimes an order might not be quite right, and when that happens, we’re here to make things easy.
Whether you need to exchange an item, request a replacement, or arrange a return, our goal is to ensure the process is straightforward and stress-free - and we are committed to your experience with AWO being positive from the first click to unboxing your products.
Discrepancies or Damaged Goods
Our team takes every care in packing your products, but if something arrives faulty, incorrect, or damaged, faulty, please let us know right away as follows:
- Email sales@awo.com.au within 3 days of receiving your order.
- Include your order number and clear photos showing the issue.
- Claims made after 3 days cannot be accepted.
- Once acknowledged, your products will need to be sent back to us within 14 days.
Cancellations or Change of Mind
If you ordered the wrong item by mistake or simply changed your mind and want to cancel, we can offer you a store credit (only).
- Email sales@awo.com.au within 30 days of receiving your order.
- Tell us your order number and the items you’d like to return.
- We’ll issue you a Return Authority Number - please wait for this before sending anything back.
- Products must be returned unopened, unused, undamaged, and in their original packaging.
- Return postage is at the customers expense.
- No credits can be issued for returns made after the 30-day window.
Undelivered Orders
Sometimes, an order cannot be delivered and comes back to us due to one of the following reasons:
Unclaimed: If your parcel was left at a post office and remains unclaimed within their standard time for collection (usually about 10 business days).
An incorrect address: If the address is incorrect or unclear.
When this happens, we can re-ship your order for you (fees apply as follows):
- Re-shipping fees are equal to your original delivery cost. Or, if your order originally shipped for free, we’ll calculate the re-shipping fees based on your order’s weight, size, and classification at that time.
Or, if you’d rather not have the order re-shipped, we can issue a store credit minus:
- A $5.00 return/restocking admin fee for unclaimed orders, or
- A $10.00 return fee for orders returned without response after 14 days of us trying to contact you.
Please note there are no refunds given against undelivered orders.
Uncollected 'Click and Collect' Orders
We love seeing our local customers in person, but if your Click & Collect order isn’t picked up within 6 weeks of purchase, it will be cancelled and a store credit issued for the amount paid.
Or, if preferred, we can arrange to ship it to you:
- Shipping fees apply unless your order is over $200 (in which case, delivery within Australia is free).