Support
We ship Australia wide. All orders are dispatched from Sydney within 2-3 business days of your order placement. You can select from standard post or express post on the checkout page.
If you need an order urgently, shoot us an email and we'll do our best to accomodate.
The cost of shipping is calculated on the checkout page depending on your location.
We do not ship outside of Australia for the time being. We hope we can make this possible one day.
We love working with our customers to bring custom designs to life. Please email hello@oteeum.com.au if you are interested in commissioning a custom design.
Some examples of custom designs we can produce include:
- Wedding bands
- Bespoke jewellery
- Wooden homewares
- Wooden tableware
- Soft furnishings
Please note that custom designs will incur a consultation fee. This can vary depending on what's required to get you the best outcome (e.g. sourcing materials, prototyping). However, these fees can be kept at a minimum if you choose a design that is similar from an existing product.
We offer complimentary gift wrapping on all orders. Simply check the box on the checkout page.
Not sure what your special someone would like? Let them decide themselves! We have a range of online gift cards you can choose from here.
Change of mind
We do not offer a full refund on change of mind purchases but an exchange for an item of the same value or less, or store credit can be organised. We have a 14-day policy, which means you have 14 days after receiving your item to request an exchange or store credit. Custom order designs cannot be refunded or exchanged.
Faulty items
We offer a full refund, exchange or store credit on any purchases that are faulty. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. We have a 14-day policy, which means you have 14 days after receiving your item to contact us about the issue.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how to send your package back to us. You will not need to pay for the shipping. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return, and let you know if we agree with the fault or not.
For refunds, you’ll be automatically refunded on your original payment method within 3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 10 business days have passed since we’ve approved your return, please contact us at oteeum@gmail.com.
If you prefer to exchange the item or receive a store credit, we will send you a digital voucher which can be redeemed with your next order.
If you prefer to have the item replaced, we may be able to arrange this if the same materials are available. Please note that this may not be possible if the item is one of a kind, due to the nature of the materials used. However we will endeavour to work with you on a satisfactory replacement.