CUSTOMER SERVICE 

 > CONTACT O'NEILL AUSTRALIA

  • eorders@oneillaustralia.com.au 
  • (02)9438 6808 - NSW OFFICE HOURS ONLY | MONDAY - FRIDAY | AEST 9AM - 4.30PM
  • An Attn: Eshop Returns, 13B Clearview Pl, Brookvale NSW 2100 - NOT OPEN TO THE PUBLIC UNDER ANY CIRCUMSTANCES



1. SHIPPING
2. RETURNS POLICY
3. ORDERS & PAYMENT
4. PROMOTIONS & SALES


 

1. SHIPPING

AUSTRALIAN SHIPPING – FREE SHIPPING ON ORDERS OVER $30

> FREE SHIPPING (NO SIGNATURE)

  • RECOMMENDED FOR SECURE LOCATIONS
  • COURIER WILL LEAVE YOUR PACKAGE UNATTENDED.
  • YOU CAN ADD DELIVERY INSTRUCTIONS AT CHECKOUT

> FREE SHIPPING (SIGNATURE REQUIRED)

  •  RECOMMENDED FOR LESS SECURE LOCATIONS
  • COURIER WILL NEED A SIGNATURE TO LEAVE YOUR PACKAGE

HOW LONG WILL MY DELIVERY TAKE TO ARRIVE?

  • Orders before 2:00pm AEST should arrive in Sydney, Brisbane & Melbourne Metropolitan areas the next day.
  • Sydney, Brisbane & Melbourne, please allow 1-3 business days.  
  • WA, SA & rural areas please allow 3 - 5 business days.

AUS - SHIPPING INFORMATION

  • FREE SHIPPING ON ORDERS OVER $30.
  • $4.99 shipping fee for orders under $30.
  • Australian orders will be sent from Sydney, Australia.
  • No signature required: The courier will leave your order at the front door or letterbox. Once your order has been distributed to your shipping address, O’Neill has no responsibility for any damage or theft that may occur. If you’re unable to accept your order at delivery and feel the parcel is not secure unattended, we advise selecting signature required service.
  • Signature required: If no one is available to sign for the delivery, a card will be left with information on how to collect your order or how to arrange another delivery time. O’Neill recommend this service for unsecured locations, such as an apartment block.
  • We use a variety of couriers for delivery in Australia. Most orders are dispatched by StarTrack or Couriers Please.

AUS - TRACK YOUR ORDER

  • To track your order status, visit www.temando.com/education/track-your-item and enter the tracking number that was sent to you via email from O’Neill Customer Service.  

 

 NEW ZEALAND SHIPPING – FREE SHIPPING ON ORDERS OVER $100

FREE INTERNATIONAL SHIPPING

  • NOTE: IMPORT DUTIES MAY APPLY
  • SHIPPING WITH DHL

HOW LONG WILL MY DELIVERY TAKE TO ARRIVE?

  • Orders placed before 2:00pm AEST will ship that day from Sydney via DHL.
  • Please allow 3-5 business days.  

NZ - SHIPPING INFORMATION

  • FREE SHIPPING ON ORDERS OVER $100.
  • $9.99 shipping fee for orders under $100.
  • NZ orders will be sent from Sydney, Australia.
  • NZ orders are dispatched by DHL.

NZ - IMPORT DUTIES

  • NZ orders may incur a custom, GST or import duty charge. O’Neill doesn’t calculate or provide information about these charges. Under no circumstances will O’Neill pay for these charges. As a result, orders will be delivered with duties unpaid.
  • NZ customs will determine if duties & GST are payable on purchases from O'Neill. As a guide only:
  • Wetsuit duty is 5%  and duties aren’t payable for wetsuits under $260
  • Clothing duties are 10% and duties aren’t payable for clothing under $200
  • NZ orders can determine if custom, GST or import duty are payable on your purchase at http://www.whatsmyduty.org.nz/whats-my-duty. Please note:
  • If duties payable are less than $60 the charges are waived.
  • If duties payable are more than $60 the charges are paid by you, the customer.

NZ - TRACK YOUR ORDER

  • NZ customers will receive a DHL online alert via email from webabm@dhl.com which contains a link to your tracking information.
  • To track your order, identify your tracking number and contact a DHL customer service office or visit DHL website at http://www.dhl.com.au.

 

ASIA PACIFIC SHIPPING - FREE SHIPPING ON ORDERS OVER $150

FREE INTERNATIONAL SHIPPING

  • NOTE: IMPORT DUTIES MAY APPLY
  • SHIPPING WITH DHL

> HOW LONG WILL MY DELIVERY TAKE TO ARRIVE?

  • Orders placed before 2:00pm AEST will ship that day from Sydney via DHL.
  • Please allow 3-5 business days. 

 >O’NEILL SHIPS TO THE FOLLOWING ASIA-PACIFIC COUNTRIES:

  • Cambodia
  • Fiji
  • French Polynesia
  • India
  • Indonesia
  • Malaysia
  • Maldives
  • New Caledonia
  • Philippines
  • PNG
  • Samoa      
  • Singapore
  • Solomon Islands
  • South Korea
  • Sri Lanka
  • Taiwan
  • Thailand
  • Tonga
  • Vietnam Vanuatu

> ASIA-PACIFIC - SHIPPING INFORMATION

  • FREE SHIPPING ON ORDERS OVER $150.
  • $20.00 shipping fee for orders under $150.
  • Asia-Pacific orders will be sent from Sydney, Australia.
  • Asia-Pacific orders are dispatched by DHL.

> ASIA-PACIFIC - IMPORT DUTIES.

  • Asia-Pacific orders may incur a custom, GST or import duty charge. O’Neill doesn’t calculate or provide information about these charges. Under no circumstances will O’Neill pay for these charges. As a result, orders will be delivered with duties unpaid.
  • Asia-Pacific customs will determine if duties & GST are payable on purchases from O'Neill.

> ASIA-PACIFIC - TRACK YOUR ORDER

  • Asia-Pacific customers will receive a DHL online alert via email from webabm@dhl.com which contains a link to your tracking information.
  • To track your order, identify your tracking number and contact a DHL customer service office or visit DHL website at http://www.dhl.com.au.


 

2. RETURNS POLICY

RETURNS POLICY – CHANGE OF MIND

> TERMS & CONDITIONS

  • Item must be returned within 30 days of the date of purchase.
  • Sale & promo code items are accepted for return.
  • All original tags must be attached.
    • Swimwear must have all hygienic stickers attached, we recommend trying on swimwear over underwear. If the hygiene seal has been removed to try on, it won’t be accepted for return.
  • Item is still in its original packaging.
  • Item hasn’t be worn, altered or washed.
  • Proof of purchase from oneill.com.

> HOW TO RETURN – CHANGE OF MIND

  • Contact us: Call (02) 9438 6808 or email returns@oneillaustralia.com.au to notify Customer Service of the product you wish to return. Here, you’ll need to reference your order number.
  • Fill out Return Form: Print and fill out the Return Form. THIS FORM MUST BE COMPLETELY FILLED OUT.

*IMPORTANT: If you’re exchanging your item we recommend placing a new order online for the correct size, colour or alternative item and returning your original order for a full refund. This avoids any possibility your new item sells out before we’re able to process your return.

  • Post your item: Post your item with the return form to the O’Neill warehouse in Sydney, Australia. See Postage Instructions.
  • We contact you: Once we’ve received & processed your return we’ll contact you ASAP. During peak periods, O’Neill can’t guarantee all returns will be processed within 24 hours.

*IMPORTANT: Your return can take up to 5 – 10 business days to arrive at our Sydney warehouse. The time period it takes to arrive will depend on your location, carrier and type of postage you’ve selected. WA, SA, Rural Areas and International returns please anticipate delays. Once we’ve received your return we’ll process your request and contact you confirming your return has been processed.  

 

 

RETURNS POLICY – FAULTY WARRANTY

> TERMS & CONDITIONS

  • Faulty items must be returned to O’Neill within a reasonable time after the consumer received the item and has had a reasonable opportunity to inspect the good. A reasonable time period is determined by the cost and quality of the item. (Generally, all claims must be made before use and/or doesn’t exceed 12 months since purchase.)
  • Must have proof of purchase from oneill.com.
  • Must apply to at least one of the following conditions:
    • Item is not of merchantable quality and doesn’t meet the level of quality or performance that would be reasonable to expect. What is reasonable to expect is determined by the cost and quality of the item.
    • Item has defects that weren’t obvious at the time of purchase.
    • Item is not fit for intended purpose O’Neill made known to the buyer.
    • Item doesn’t match the description or pictures shown on oneill.com.
    • The consumer has taken reasonable care of the item and hasn’t damaged the item by using it in a way that wasn’t intended for the item. The expected reasonable care is determined by the cost and quality of the item.

RETURNS POLICY - WETSUIT WARRANTY

> TERMS & CONDITIONS

  • See Wetsuit Warranty

*IMPORTANT:

  • O’Neill reserves the right to deny any return that doesn’t meet the above requirements to our satisfaction.
  • O’Neill doesn’t take any responsibility for return items lost in transit, we recommend returning goods via a registered mail with a tracking number to ensure their safety.

> HOW TO RETURN – FAULTY & WETSUIT WARRANTY 

  • Identify your order number: You can locate your order number in your email from O’Neill Customer Service called ‘new order’ or if you have an account with oneill.com you locate your order by logging in at ‘Log in/Register.’
  • Contact us: Call (02) 9438 6808 or email returns@oneillaustralia.com.au to notify Customer Service of the product you wish to return. Here, you’ll need to reference your order number. *We may request images of the fault before advising you on the next course of action. If you’re contacting us via email please attach images of the fault.
  • Fill out Return Form: Print and fill out the Return Form. THIS FORM MUST BE COMPLETELY FILLED OUT.

*IMPORTANT: If you’re exchanging your item we recommend placing a new order online for the correct size, colour or alternative item and returning your original order for a full refund. This avoids any possibility your new item sells out before we’re able to process your return. 

  • Post your item: Post your item with the return form to the O’Neill warehouse in Sydney, Australia. See Postage Instructions.
  • We contact you: Once we’ve received & processed your return we’ll contact you ASAP. During peak periods, O’Neill can’t guarantee all returns will be processed within 24 hours.

*IMPORTANT: Your return can take up to 5 – 10 business days to arrive at our Sydney warehouse. The time period it takes to arrive will depend on your location, carrier and type of postage you’ve selected. WA, SA, Rural Areas and International returns please anticipate delays. Once we’ve received your return we’ll process your request and contact you confirming your return has been processed.  

 

 

POSTAGE INSTRUCTIONS

All return orders must be packaged inside a satchel. MShould the package be in an unsatisfactory condition or damage has been caused to the item during postage, your return won’t be accepted.

Wetsuit returns must follow the Wetsuit Care Instructions for handling & postage. Additional damage can be caused to wetsuits when incorrectly handled. O’Neill won’t accept a return for a wetsuit that has been incorrectly handled for postage.

*IMPORTANT: O’Neill doesn’t take any responsibility for return items lost in transit, we recommend returning goods via a registered mail with a tracking number to ensure their safety.

ATTN: Eshop Returns
13B Clearview Pl, Brookvale NSW 2100



 

3. ORDERS & PAYMENT

COST OF SHIPPING

> Australian Orders

  • FREE SHIPPING ON ORDERS OVER $30.
  • $4.99 shipping fee for orders under $30.

> New Zealand Orders

  • FREE SHIPPING ON ORDERS OVER $100.
  • $9.99 shipping fee for orders under $100.

> Asia-Pacific Orders

  • FREE SHIPPING ON ORDERS OVER $150.
  • $20.00 shipping fee for orders under $150.

SHIPPING

Orders placed before 2:00pm AEST should arrive in Sydney, Brisbane & Melbourne Metropolitan areas the next day; still allow 1-3 business days. Orders for SA, WA, and rural areas please allow 3 – 5 business days. We use a variety of couriers for delivery in Australia, however, most orders are dispatched with StarTrack or Couriers Please.

New Zealand and Asia Pacific orders placed before 2:00pm AEST will be shipped from Sydney that day, please allow 3 – 5 business days. All international orders are dispatched with DHL.

TRACKING

Once we’ve received your order, we’ll send you a ‘new order’ email from O’Neill Customer Service. This is your tax invoice. Once we’ve dispatched your order we’ll send you a ‘shipment’ email, this will include your tracking number.

  • For Australian deliveries, using your tracking number, track the status of your delivery at www.temando.com/education/track-your-item.
  • For International orders, using your tracking number, track the status of your delivery at DHL http://www.dhl.com.au.
  • Alternatively, if you have an account with oneill.com, you can track the status of your delivery by clicking ‘Log in/Register’, using the email address and password you created at checkout. 

STOCK

The website updates its stock levels daily, only displaying stock in sizes and items that are available to purchase. In rare cases or during peak periods of processing a large volume of orders, there are occasions when our stock in no longer available at the time of handling your order. In this case, we’ll refund you immediately and any remaining items in your order will be shipped to you. You’ll receive contact from O’Neill, in this case, to advise you of the situation.

CURRENCY

Items displayed on oneill.com are in Australian Dollars (AUD). You can change the currency of the site in the top right-hand corner by selecting either US Dollars (USD) or New Zealand Dollars (NZD).  Currency conversions are a guide only and may not be the exact amount you’re charged when ordering.

PAYMENT OPTIONS

At checkout, we accept PayPal or a credit card as a form of payment. You can use DPS, Payment Express, Visa, MasterCard, and Amex credit cards. 

SECURITY

O’Neill uses the DPS Express Payment Gateway for its online credit card transactions. DPS processes online credit card transactions securely for thousands of merchants globally, providing a safe and secure payment service. O’Neill doesn’t have access to your full credit card details, this information is secured by DPS. DPS have bank grade security and are certified with over 200 banks globally. All transaction details are stored in their PCI-DSS compliant Data Centre. Please visit www.paymentexpress.com for more information. 



 

4. PROMOTIONS & SALES

Discount offers require a promo code to be entered at your shopping cart check out.

Each promotion will have a unique set of terms & conditions which will affect the usability of the promo code. If you’re having issues using your promotion code please check the T&C to confirm the item you’re wishing to purchase applies to the promo code. For instance, promo codes won’t work for sale items, if your total spend doesn’t meet the minimum spend needed or after the expiry date.

One time use promotions must be used in their entirety in a single purchase. Any amounts not redeemed in the applicable purchase will be forfeited. Promotions can’t be combined with other promotions.

Please Contact Us if you have issues using your promo code, before purchasing your item online, as the promotion can’t be applied to any orders that have been complete.

PROMOTION & SALE RETURNS

  • ALL ITEMS ON SALE OR DISCOUNTED USING A PROMO CODE CAN BE RETURNED OR EXCHANGED. 
  • For promotions that require you to spend over a certain amount to use the promotion, your total spend, after the return is processed, must remain above the minimum spend. If your total spend (after returning an item) falls below the required minimum spend you will be refunded the minimum spend amount.
  • If you are returning items for a refund that received a free gift, you must include the free gift in the return parcel or you will be charged the full RRP of the free gift.
  • Promo codes will be honoured for size or colour exchanges. If your size or colour is out of stock, the promo code is not necessarily extended to your new order.
  • Please see Return Policy to understand more.
  • If you return a gift that was purchased with a Promotion and the Promotion has expired, you cannot apply the expired Promotion to a replacement or future order.