We want all our customers to receive high quality products. If there is something wrong with your product, or, if you believe the product is faulty or damaged, or if your delivery is not identical to your order (wrong product or if a product is missing), please contact us on 1300 368 680. If you send us an email, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
You will need to do this within 21 days of receipt of your purchase.
We are unable to return or refund gift cards, if applicable.
You must contact us first to gain an authorisation approval number for your return.
Unauthorised returns will not be accepted.
All authorised returns must be sent to:
Oscura Pty Ltd
PO Box 313
HAWTHORN VIC 3122
We are unable to accept any returns (authorised or not) to the shipping address on your delivery label.
Once your authorised return is received by us and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
You have 21 days from notification of your return authorisation number to ship your return to us. After that period, we will not accept your return and we are unable to process any refund for your order. We will notify you of this cessation date closer to the cut-off date if we have not received your goods during this period.
All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise, it will not be possible to obtain a refund. Please ensure you pack the authorised return safely to prevent any damage to the products.
You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach us.
Please note : We do not issue any product refunds of any type under any circumstances without us having possession of the items.
Order Change or Cancellation:
It is possible to cancel your order if it hasn't been sent. Please contact us immediately and we will help you. If your order has been sent, you will need to return the products in order to receive a refund. The original and return freight charge will not be refunded. We recommend sending returns via registered post as we do not accept responsibility for lost or stolen items.
Once your order has been submitted, it is not possible to change it. This includes changing the size, colour, or quantity of an item as well as the delivery address or payment method. You will need to phone us on 1300 368 680 to cancel the order.
If we have ordered items for you outside our normal range and you cancel that order you will be liable to pay a cancellation fee of 50% of the invoice price.
Unfortunately, we are unable to refund the purchase price of any item should it change in price after you have ordered that product and your order has shipped. This may occur in seasonal promotions and markdowns or clearance of product.