Return Policy

RETURNS

Each OOOW piece is made by hand in a fabric-bound edition and sold as a collectible design object. We want you to live with your piece with confidence, so we accept returns within 14 days of delivery.

HOW TO RETURN A PIECE

Email hello@ooow.com.au within 14 days of delivery with your order number. We will confirm the return address and the next steps. Returns sent without prior confirmation cannot be accepted.

CONDITION

The piece must come back in its original condition. That means unused, unwashed, undamaged and free of odours, lint, stains or pet hair, in its original dust bag and packaging, with the numbered certificate of authenticity. As every piece is a textile object, pieces that show signs of use or handling cannot be accepted.

RETURN SHIPPING

Return shipping is paid by the buyer. We recommend a tracked and insured service, as the piece remains your responsibility until it reaches us. Original shipping costs are not refunded.

REFUNDS AND EXCHANGES

Once the piece has been received and checked, we refund the purchase price to the original payment method within 10 business days. If you prefer an exchange for another colourway, we will confirm availability first, as each colourway is a closed edition once its velvet can no longer be sourced.

DAMAGED OR INCORRECT PIECES

Please inspect your parcel on arrival. If a piece arrives damaged, faulty or not as described, email hello@ooow.com.au within 7 days of delivery with your order number and clear photos of the piece and the packaging. We will arrange a replacement, repair or full refund, including return shipping.

INTERNATIONAL ORDERS

The same policy applies worldwide. Customs duties and taxes paid on import are not refundable by OOOW. Buyers in the EU and the UK also have the statutory right to cancel within 14 days of delivery.

NATURAL VARIATIONS

Every piece is cut and sewn by hand. Small variations in shape, pile direction or tone are part of the work and are not faults.

CARE

Keep out of direct sunlight. Brush gently with a soft clothes brush in the direction of the pile. Spot clean only with a barely damp cloth. Do not wash, soak or tumble dry.

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