Return Policy

All Sales Are Final

Each OOOW piece is handcrafted in limited batches as a collectible design object. For this reason, we do not offer refunds for a change of mind. We want every customer to be completely happy with their piece, and we will gladly work with you if you need an exchange or store credit within 14 days of receiving your order.

Eligibility for Exchange or Credit

To be eligible for an exchange or store credit, the item must be in its original condition: unused, unwashed, undamaged, and free of odours, lint, stains or pet hair. It must also be returned in its original packaging with tags and authenticity certificate intact. Due to hygiene reasons, cushions and textile-based items cannot be accepted for return if they show any signs of use or handling.

Customers are responsible for all return shipping costs. To request an exchange or credit, please contact hello@ooow.com.au with your order number and photos if relevant. Our team will provide return instructions and shipping details.

Limited Editions & One-of-a-Kind Pieces

OOOW cushions are produced in limited runs or as one-of-a-kind pieces. Availability cannot be guaranteed for an exchange of the same design or colour. If the identical item is unavailable, a store credit will be issued for the original value.

At this stage, OOOW ships within Australia only and cannot accept international returns.

Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact hello@ooow.com.au within 24 hours of delivery, including your order number and clear photos of the issue.

We will assess and offer a suitable resolution, such as replacement, repair, store credit, or refund, at our discretion. Refunds for confirmed faults are processed only to the original payment method.
If we are not notified within 24 hours, the goods may be considered received in good condition.

Natural Variations

Because each OOOW piece is handmade and individually crafted, small variations in shape, texture, or tone are intentional and part of the design character. These unique qualities reflect the handmade process and are not considered faults; therefore, they do not qualify for return.

Return Packaging & Responsibility

Items must be securely packaged when returned. OOOW cannot be held responsible for goods lost or damaged in transit.

Credit Notes

All credit notes are valid for 12 months from the date of issue and can be redeemed through our customer care team.

Customer Care

For any questions about returns, exchanges, or warranty claims, please email hello@ooow.com.au.
We aim to respond within two business day.

Thank you for choosing OOOW.