Orders are usually processed and dispatched within 1-3 business days from the date when orders are received by us. Orders are not processed or dispatched during weekends or on public holidays, and any orders submitted on our website during these times are usually received by us on the next business day.

We work with our Fulfillment Centres (Melbourne and Perth) to facilitate National Shipping. All prices on our website (including products and freight charges) are in Australian Dollars.


Delivery Times
All orders are dispatched from our warehouse in Perth or Melbourne usually within 1-3 business days after your order is received. Once received, Australia post typically takes 2 to 8 days to deliver it.

Delivery during Christmas and Easter Periods
If you order during the Christmas/New Year or Easter period, please expect that your order may not be dispatched until the next business day when our office is open. We will advise of our holiday delivery dates closer to the time. Thank you for your understanding as we like our staff to take a well-earned break over the holidays with their friends and families.

Delivery to Post Office Boxes
No, unfortunately we are unable to deliver to post office boxes. Please ensure you select a street address as the delivery address nominated in Your Account details.

International Shipping & Delivery
Unfortunately, we do not offer international shipping. We only offer delivery and shipping to addresses in Australia.

Tracking Your Order
You will be sent a dispatch confirmation email which includes your tracking number. If your package has not arrived within the expected delivery time as noted above, please contact us via the Contact Us page.

Receiving Your Order
When you receive your order, please check the contents to ensure the package contains all the items you have ordered. Please email us at orders@weareoloe.com if you find missing items, incorrect items or have another query.

Conditions of Delivery
Our order deliveries are facilitated by our Fulfillment Centres(Melbourne and Perth) services through their preferred carriers. Deliveries are made during business hours only. A signature may be required for deliveries and therefore someone may need to be available to accept and sign for the delivery. We do not take responsibility for packages that are undelivered or lost if you have provided incorrect address details or if an unauthorised person has accepted and signed for the delivery. Please ensure your address details are correct in Your Account.

Stock Availability
We do our very best to ensure that all our products are in stock at the time you place your order. Any items that are out of stock will be shown on our website, and this will be updated regularly as stock is replenished. From time to time, however, we may experience a rundown in stock for an item before we are able to update our website. Should you place an order for an item during this situation, we will contact you to inform you of any out of stock items you may have ordered.

• We hope you love your OLOE products as much as we do. However, your happiness and satisfaction with our products and service are important to us, so please take the time to read our Returns and Refunds policy as detailed below (for Australia only).
  
  Firstly, due to the nature of consumable (perishable) products, we do not offer exchanges or returns on any nutritional items, including the OLOE® Shake, unless the product arrives defective or damaged.
  
  However, for all merchandise items (such as Plush Toys and Drink Bottles), we do offer a 60-day money back guarantee. Return postage must be paid for by the purchaser, unless the product is defective or damaged. In this case, OLOE will then send out the new product at our cost. Please see T&C’s below.
  
  We do our very best to ensure that your order is packed with exactly what you have ordered. All orders are professionally packed to also avoid potential damage during delivery. For further information on our delivery conditions, please read our Shipping and Delivery Policy.

• From time to time, you may find an issue with your order, for example:
  
  – Incorrect items received
  
  – Items included that were not ordered
  
  – Different flavour or variety included
  
  – Manufacturing fault
  
  If you are a consumer for the purposes under Australian Consumer Law, items are sold with consumer guarantees prescribed by the Competition and Consumer Act (Cth) 2010. Subject to the requirements set out in the legislation, where there is a failure that amounts to a breach of such consumer guarantees, OLOE Australia will:
  
  (a) If the failure is a major failure, either arrange for a replacement with an identical or comparable item(s) or issue a refund of the price (at your option); or
  
  (b) If the failure is not a major failure, (at our discretion), replace the item(s) or issue a refund.
  
  Please note that under Australian Consumer laws, we are not obliged to give a refund or offer a replacement if you have simply changed your mind about a purchased item.
  

• Returns Procedure
  
  Requests for refunds, returns and exchanges must be made to OLOE Australia via email. To return an item or request a refund, please contact OLOE Australia at the following address:
  
  Email: orders@weareoloe.com
  
  When contacting us by email, please provide the following information so we can assist you as quickly as possible:
  
  – Your name and address
  
  – Date your order was placed
  
  – Your order number
  
  – Brief description of the problem you’re experiencing.
  
  – Refunds will only be credited to the credit card of the purchaser.
  

• To be eligible for a return (T&C’s):
  – Item/s must be unused, unwashed and in impeccable condition.
  – Item/s with distinct odours, blemishes, signs of wear and tear or covered in animal/human hair will not be accepted.
  – Tags must still be attached
  
  All products undergo a comprehensive inspection before any further actions are taken. Should a returned item fail to meet our specified standards, as outlined above, the customer will be notified. They will then have the option to cover the return shipping cost or opt for the item's disposal. In the event that the returned item is deemed unsatisfactory, both the initial cost and reshipment fee will be applied for the return process. It is imperative for customers to thoroughly examine their returned item/s, both inside and out.
  
  If a customer contacts our Customer Service Team to report a product fault, OLOE will bear the responsibility for the return shipping costs.
  
  Please note that gift cards are exempt from returns or refunds.
  

• Further Information
  
  Please note that OLOE Australia accepts no responsibility for returned items that do not reach us or are damaged during delivery to us, as we are not the courier. We suggest that you may consider obtaining postal or delivery insurance before sending any items to us.

If you have any questions about our Returns and Refunds Policy, please contact us at hello@weareoloe.com