FAQ– Onesies Downunder

Shipping

Where can I expect my order to be shipped from?

Every order is carefully prepared and dispatched from the United States.

Which delivery services do you use for shipping?

We work with a range of shipping carriers, such as USPS, UPS, DHL, and FEDEX, to ship your orders.
Please keep in mind that we cannot guarantee which carrier will be used for your specific order

How can I track my order?

Once your order is dispatched, a shipping confirmation email containing your tracking details will be sent to you.

What if my provided address is incorrect?

If an incorrect address happens to be entered, the shipping carrier won't be able to deliver your package. Sadly, we can't modify your order details after the shipment is on its way. Don't worry though, you can try reaching out to the shipping carrier directly to update your address, if possible.

Usually, packages with incorrect addresses make their way back to us, courtesy of the shipping carrier. Nevertheless, we can't assure this will always occur, and we're unable to accept responsibility for any address-related mistakes.

Do you provide discreet shipping?

We recognize that maintaining privacy and discretion is crucial. Rest assured, our products are shipped in unmarked, plain packaging.

The shipping label may display a subtle reference to either "ODU" or "onesies-downun." However, this reference is very small and hardly noticeable.
Unfortunately, this is beyond our control, as it is a requirement of the shipping companies we partner with.

Kindly Note: For orders shipped outside the US, the parcel's contents must be listed on the shipping label to clear customs.

Import duties and associated fees?

International orders may be subject to local charges. Any customs or import duties and associated fees are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Onesies Downunder cannot be held responsible for any additional charges on your order. Customs policies vary widely from country to country, so please contact your local customs office for further information.

Payment

What payment methods are accepted?

At present, we gladly accept VISA, Mastercard, AMEX, Apple Pay, Google Pay, and Shop Pay for your convenience.

We regret to inform you that PayPal is not accepted as a payment option.

How will my purchase appear on my billing statement?

On your billing statement, the card charge will be displayed as "SP*ODUAU."

Possible reasons for card decline during checkout?

Should your card face consistent rejection, it's possible that your bank is preventing the transaction. We recommend contacting your bank to ensure they allow the transaction to proceed.

Kindly verify that the card you're using is authorized for purchases beyond the United States.

Can I shop and complete my purchase using my local currency?

You have the option to view and complete your purchase in a range of currencies, including AUD, USD, GBP, EUR, and CAD.
Upon selecting a currency, the price will be displayed in the chosen currency, based on the current exchange rate.

Orders

Is there a way to update my order information?

To request a modification to your order, please email us at support@onesiesdownunder.com. Kindly note that if you reach out to us outside of customer service hours, we may not be able to make any changes immediately.

Is it possible to combine multiple orders into a single shipment?

Regrettably, we're unable to split or combine orders for you, as our system does not support this feature.

Why is my order taking longer than anticipated to arrive?

We understand that waiting for your order can be frustrating, and we apologize for any inconvenience caused by the delay. There could be several reasons for the delay, such as unforeseen logistical issues or customs clearance procedures. We suggest keeping an eye on your order's tracking information for the latest updates on delivery estimates. If you require further assistance, please don't hesitate to reach out to our customer support team.

What is the procedure to follow if my order arrives damaged?

In the event that your order has arrived damaged or defective, please reach out to us via email at support@onesiesdownunder.com, providing us with your order number and photographic evidence.

Returns Policy

We get it, sometimes you and your new purchase just don't click or you accidentally chose the wrong size. Don't worry, we're not the jealous type. You can return any eligible item to us within 14 days of delivery, as long as it's still in tip-top shape with all the tags and labels attached.

When trying on your new threads, please be gentle with them. If you decide to return something, make sure it's clean, unwashed, and free from any yucky stains, marks, or odors.

Unfortunately, if we receive a returned item that doesn't meet our returns policy, it won't be eligible for a store credit and will be shown the door.

We know shipping costs can be a bummer, but you'll be responsible for covering any costs to return your product(s). Once we receive your return, our cool warehouse team will give it a once-over before processing your store credit. Sorry, we don't do exchanges.

Ready to start the return process? Give us a shout at support@onesiesdownunder.com with your return request. Our super-friendly customer service team will check things out and send you an email with everything you need to know to get the ball rolling.