FAQ
Orders & Shipping
Q1: When will my order be shipped?
Orders are usually processed within 1 to 2 business days (Monday through Friday). If you placed your order before 4:00 PM (GMT+1), it will be shipped the same day. Orders placed over the weekend will be shipped the next business day.
Q2: What should I do if my order is damaged or missing?
If you received a damaged item, please contact us within 24 hours of receipt with a photo of the item. If your order is missing, please contact us within 7 days after receiving your shipping confirmation email.
Q3: Do you only deliver in Australia?
We exclusively deliver within Australia.
Q4: Can I track my order?
Yes, once your order has been shipped, you will receive an email with a tracking number to follow your order status in real time.
Q5: How do I know if my order has been placed successfully?
Once your order has been placed, you will receive a confirmation email containing your order number.
Q6: How long will delivery take?
Deliveries are estimated at 6 to 8 business days (Monday through Friday) after order processing, making the total delivery time 7 to 10 business days.
Please refer to our shipping policy for more details.
Returns & Refunds
Q1: How can I return my order?
To return an order, please contact us at info@ozralyn.com stating your order number and the reason for the return. Once your request has been approved, we will send you the steps to follow, as well as a prepaid return label, if applicable.
Q2: What is the return period?
You have 30 days after receiving your order to return an item, provided it is unused, undamaged, and in its original packaging.
Q3: Who pays for the return shipping costs?
Return shipping costs are covered by Ozralyn only if the products are defective or if we sent you the wrong items. If you changed your mind or the products do not meet your expectations, the return costs will be at your expense.
Q4: What should I do if the products I received are damaged?
If you receive damaged products, please contact us within 24 hours of receipt with a photo of the damage. We will cover the return costs and offer you a replacement or a full refund.
Q5: Can I cancel my order before it has been shipped?
Yes, you can cancel your order if it has not yet been shipped. To cancel, contact us immediately at info@ozralyn.com. If your order has already been shipped, you will need to follow the return process after receipt.
Q6: What is considered a “defective product”?
A product is considered defective if it has a manufacturing fault or does not match the description on our website. If you believe you have received defective clogs, please contact us immediately with photos of the item so we can evaluate the situation.
Please refer to our return & refund policy for more details.