Customer Service - O'Neill Australia

Shipping & Delivery

AUSTRALIA

Shipping to an Australian address is FREE when you spend $30 or more 
If you spend less than $30 you will be charged a flat rate $4.99
We ship Monday to Friday from our warehouse in Brookvale, NSW.  Most deliveries go with Startrack.

Orders placed with O'Neill  before 2:00pm AEST will usually arrive next day for Sydney, Brisbane & Melbourne Metropolitan addresses.  Please allow 1-3 business days.  South Aus, West Aus & rural areas can expect to get their gear in 3 - 5 business days.

We will provide a tracking number via email once the product has been shipped so you can track your shipment on the Startrack website, http://www.startrack.com.au/, if you like.  Once the parcel has been delivered to your shipping address it is your responsibility.  If you have any concerns about an order, you are welcome to contact our customer service crew eorders@oneillaustralia.com.au or call us on 1800 107 766 Monday - Friday, 9am - 5pm (Sydney time AEST). Outside these hours, we're at the beach.

NEW ZEALAND

Shipping to an NZ address is FREE when you spend $100 or more 
If you spend less than $100 you will be charged a flat rate $9.99

Orders placed with O'Neill before 2.00pm will depart from Sydney the following day with DHL.  Please allow 2- 4 days for delivery to NZ.

PLEASE NOTE: Import Duty

NZ customs will determine if duties & GST are payable on purchases from O'Neill.  If duties are less than $60 the charges are waived, but if they are more than $60 the duties are to be paid by you, the customer. O'Neill will not pay NZ import duties on your behalf under any circumstance. Currently, wetsuit duty is 5% & clothing duties are 10%.  

Please use the What's My Duty calculator to help work out if duties are payable on your purchase.  General rule of thumb to avoid duties is wetsuits under approx $260 are OK & clothing under approx $200 is OK.

http://www.whatsmyduty.org.nz/whats-my-duty

 

Privacy & Security

O'Neill Australia credit card information security policy
O'Neill Australia uses the DPS Payment 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 online payment service.
• Payments are processed in real-time
• O'Neill Australia does not have access to your full card number, this credit card payment is secured by DPS
• DPS have bank grade security. All transaction details are stored in their PCI-DSS compliant Data Centre
• DPS Payment Express Software is certified with over 200 banks globally
Visit www.paymentexpress.com for more info on online credit card payments

Returns & Replacements
You are welcome to return any full price product, purchased from our web shop, within 30 days of purchase, for any reason.
Sale items can not be returned, except in the case of a warranty claim.
If you want to return something please refer to our Shipping and Returns page for instructions

*The shipping cost fine print - Its boring but we want to be totally clear with you on this so you can make an informed decision

O'Neill Shipping -Who pays

Shipping

from O'Neill to you

Returns

from you to O'Neill

Days allowed

for returns

Full Price Items
     
O'Neill ships product from warehouse to you O'Neill pays    
You return product - It wasn't what you ordered   O'Neill pays** 30 days
You return product - Warranty claim   O'Neill pays**

Wetsuits 365 days, Clothing 30 days

You return product -You changed your mind   You Pay 30 days
O'Neill re-ships replacement from warehouse to you   O'Neill pays    
Sale items
     
O'Neill ships product from warehouse to you O'Neill pays    
You return product - It wasn't what you ordered   O'Neill pays** 30 days
You return product - Warranty claim   O'Neill pays** Wetsuits 365 days, Clothing 30 days
You return product -You changed your mind     No Returns
O'Neill re-ships replacement from warehouse to you O'Neill pays    

** When you return product to O'Neill, you will have to pay for the shipping costs, if you are returning because we sent you the wrong stuff or you are making a warranty claim,  we will reimburse you for your shipping costs to a maximum of $10.00 (once we have assessed your returned goods).  We will only re-imburse shipping costs when you include an original receipt for the shipping cost, with your return.  You are responsible for packaging costs.  O'Neill is not responsible for any items lost in post.

 Ordering

If there's anything you are unsure about, or would like someone to talk you through the ordering process, you can call us on 1800 107 766, Mon -Fri 9am to 5pm AEST.

Payment, Pricing & Promotions
All prices displayed on this site are Australian dollars (AUD)
Viewing Orders
To see your order history and individual order status, click on the 'My Account' link, at the top of each page, and log in with your email address and password.
Updating Account Information
Click on the 'My Account' link, found at the top of each page, log in with your email address and password and you are in the right spot to amend account details, such as:
  • Your contact email
  • Your delivery address(es)
  • Your newsletter subscription(s)
  • Your password