Returns & Exchanges
Should you need to request a Return or Exchange, we ask that you take the time to read our Returns Policy below.
We advise customers to check ordered products thoroughly upon delivery before removing any attached tags and disposing of any original packaging. All items must be in their original sale condition and any items found to be worn, damaged or missing original packaging will not be eligible for return.
Exchanges
Custom by ortc accepts exchanges on items bought directly from the website within 30 days. If your items have been decorated, unfortunately they cannot be exchanged.
If you wish to request an exchange on a blank item, all you need to do is head to the returns link sent through on your order confirmation email.
If the returns link is not working, please send an email to hello@custombyortc.com.au and state your Name, Order Number and Exchange Instructions so that the warehouse team can process your exchange.
Our team will process the exchange as soon as the returned items are received by the warehouse.
Returns For Refund
Custom by ortc accepts refunds on items bought directly from the website within 30 days. If your items have been decorated, unfortunately they cannot be returned or refunded.
If you wish to request a refund on a blank item, all you need to do is head to the returns link sent through on your order confirmation email.
If the returns link is not working, please send through an email to hello@custombyortc.com.au and state your Name, Order Number and Refund Instructions so that the warehouse team can process your exchange.
Our team will process the refund as soon as the returned items are received by the warehouse.
Returns For Damaged Items
Should your items arrive damaged, please let us know as soon as possible. Damaged goods returns must be acknowledged within 1 working days of receiving your order by contacting us at hello@custombyortc.com.au
We will reply within 24 hours regarding the options to return the order.
Once confirmed, we will email through a returns label so that the items can be sent back to us for inspection.
Once this has been arranged we will send you a replacement for the damaged items.
If you wish to discuss your options with us then please email us at hello@custombyortc.com.au
Collaboration Returns & Exchanges
All items in our collaborations tab are final sale and can not be refunded or exchanged . Please ensure the correct items and sizes are selected prior to purchasing.
Should your items arrive damaged, please let us know as soon as possible. Damaged goods returns must be acknowledged within 1 working day of receiving your order by contacting hello@custombyortc.com.au
