Delivery

How much is shipping for Australian orders?

Orders under $50 incur a $5.95 shipping cost

Orders over $50 receive FREE SHIPPING

How much is shipping for New Zealand orders?

Orders under NZD$100 incur a NZD$10.95 shipping cost

Orders over NZD$100 receive FREE SHIPPING

How long does delivery take?

Orders placed before 2pm on weekdays will ship that same day. Orders placed on weekends and public holidays will ship the next business day.

Australian orders:

Once shipped, Australian orders deliver in 1-2 business days to Sydney/Melbourne/Brisbane and 2-5 days for all other areas throughout Australia.

New Zealand orders:

Once shipped, New Zealand orders deliver in 1-5 days, depending upon the location and customs processing times.

Delivery time frames are estimates only. We will not be held accountable for late deliveries or loss or damage relating to late deliveries.

How do i track my delivery?

Once we’ve dispatched your order you’ll receive an email from us which includes your tracking number. Occasionally the tracking number gives an error if the parcel has not yet been scanned in by the shipping company. If you see an error, often this resolves itself within a few hours once the shipping company has scanned in hour order.

Can i pick my order up from your warehouse?

No, unfortaunately it is not possible to pick your order up from our office or warehouse.

What is the deadline for same day delivery?

Typically, orders received before 2pm on business days will be shipped that same day. During peak shopping times such as Black Friday some orders might ship the following day.

What days does your warehouse operate?

Our warehouse runs every day of the year excluding weekends and public holidays.

How will my order be shipped?

Orders to AU and NZ are dispatched from our warehouse in Sydney. When multiple items are ordered, partial deliveries may be made where the stock is not available. Using the details you provided, all reasonable attempts to notify you will be made. Please ensure you enter the correct delivery address. We cannot be held responsible for incorrectly entered delivery addresses.IMPORTANT: A customer who chooses to leave their order unattended agrees that their goods will be left at their own risk. The customer gives up their ability to request assistance with tracking or POD when they request to leave their order unattended on a delivery. O'Neill is not responsible after a package is dispatched.

Do you ship internationally?

Yes, O’Neill ships internationally to New Zealand, partnering with DHL to provide reliable, competitive and fast service. IMPORTANT: CUSTOMER & DUTY CHARGES Imports over NZD$250 will generally incur customs and import taxes in New Zealand. This also includes separate orders arriving into NZ customs the same day. O'Neill has no control over these taxes and cannot advise what they will be once your parcel has arrived in New Zealand. All charges are to be paid by the customer on delivery of an order. Orders cannot be returned to sender and O'Neill will never pay these customs charges on your behalf. If you refuse to pay these charges your parcel may be abandoned, and O'Neill will not be held responsible for any loss of funds as a result of this occurrence. We cannot mark International orders as a gift in order to bypass or reduce any customs fees.

Do New Zealand orders incur customs, GST or Import charges?

IMPORTANT: CUSTOMER & DUTY CHARGES Imports over NZD$200.00 will generally incur customs and import taxes in New Zealand. This also includes separate orders arriving into NZ customs the same day. O'Neill has no control over these taxes and cannot advise what they will be once your parcel has arrived in New Zealand. All charges are to be paid by the customer on delivery of an order. Orders cannot be returned to sender and O'Neill will never pay these customs charges on your behalf. If you refuse to pay these charges your parcel may be abandoned, and O'Neill will not be held responsible for any loss of funds as a result of this occurrence. We cannot mark International orders as a gift in order to bypass or reduce any customs fees.

Returns

Can i return my order?

Yes! We accept returns within 30 days from the date of purchase. The customer is responsilbe for return postage costs. Click here to view the complete returns policy

What do i do if my product is faulty? Is there a warranty?

O'Neill Wetsuits have a 12 month warranty and other items may also have a warranty. Please read our Warranty policy for details and instructions on how to send back your faulty item.

What Do I Do With My Return Form?

Please print the Return Form, make sure your handwriting is eligible to read and all sections of the form are complete. Your Return Form is on the back of your invoice/receipt and you can use this if you still have it. Include the Return Form in the satchel you’re returning your goods through your selected carrier. The Return Form is the key to processing your return promptly.

What Happens If I Don’T Have Access To A Printer To Print The Return Form?

If you’re unable to print your form, please include a note in your return parcel that specifies the same information and layout as the Return Form. It’s very important you include ALL the information from the Return Form.This information is the key to processing your return promptly.

How do i post a wetsuit back?

All return orders must be in a satchel, box or similar. Should 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.Wetsuits being returned for warranty must be dried before sending. We will send back wetsuits that arrive damp or wet as we do not have space and facilities to dry your wetsuit out.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.

I’Ve Sent Items Back From My Order. Have You Received Them?

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. During peak periods, the processing of refunds and exchanges may take more than a few business days.

If I Bought An Item On Sale Does This Affect My Ability To Return My Item?

No. Buying an item on sale doesn’t affect your ability to return or exchange that item. The return procedure for sale items is handled as per non-sale items. Please see Returns Policy for more information.

I Used A Promo Code On My Order. Will This Affect My Ability To Return Or Exchange My Item?

No. Using a promo code to purchase an item doesn’t affect your ability to return or exchange items. The return procedure for sale items is handled as per non-sale items.Return:If you’re returning items for a refund, you’ll be refunded the discounted price you paid. For promotions that require you to spend a minimum amount, your total spend must remain above the minimum spend after returns are processed. If your total spend falls below the required minimum spend you’ll be refunded the minimum spend.If you’re returning items for a refund and received a free gift with purchase, you must include the free gift in the return parcel or you’ll be charged the full RRP of the free gift.Exchange:For promotions that require you to spend a minimum amount, your total spend must remain above the minimum spend after returns are processed. 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.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 are able to process your return.For more information see the Return Policy or start your claim now with the Return Form.

I Received The Wrong Item, Colour Or Size. What Should I Do?

Our orders are manually handled and processed so there is the risk of an incorrect item being shipped. We take this issue very seriously. If you’ve received the incorrect size, colour or item please follow the How To Return instructions.Please Contact Us to discuss postage and handling – we will cover postage costs when the wrong product has been sent to a customer.

How do i exchange my delivery for another size, colour or style?

To exchange your product, simply order the new product you would like via the website and send back the original item to be credited. Standard returns policy applies such as must be within 30 days and customer pays for return shipping.

Checkout / Payment

Help, my promo code doesn't work

Any promotional offer that requires a promo code to be applied must be completed at the cart stage of the checkout. 1. Enter your promo code in the bottom of your cart in the Promo Code field and press Apply

2. Providing your order meets the terms of the offer the discount or free item will appear and be reflected in the order total.

3. Continue through the checkout and complete your order!

Promotions cannot be added after your order number is issued, so please contact our customer service team before finishing the order if you are having any trouble with a promo code.

What Happens As Soon As I Have Confirmed My Order Online?

Once you have placed your order, you will receive email notification to confirm that your order has been received. We will verify the payment information you submitted for completeness and validity. If you do not receive your email check your junk mail or spam folders.

What Forms Of Payment Do You Accept?

At checkout, we accept Afterpay, Visa, Mastercard, Amex and PayPal as forms of payment.

Contact us

How can i get in touch with O'Neill?

Australian / New Zealand customers can contact us though our contact form, or through Live Chat during business hours

How can i get support if i am outside of Australia / New Zealand

Our customer service team services Australia and New Zealand only. For support in the rest of the world, please visit https://www.oneill.com

Ordering

When will my size be back in stock?

Unfortunately we do run out of stock occasionally. Generally speaking, our stock gets replenished every 4 months when a new season lands. Often sizes in wetsuits come back into stock each season (or a newer version replaced it) however clothing styles are sometimes discontinued and replaced with new season styles.

Is this product definately in stock?

The website updates its stock levels constantly and only displays stock in sizes and items that are available to purchase.In rare cases, an item is sold out while you complete your order, or your item can’t be located in the warehouse, we’ll refund you immediately and any remaining items in your order will be shipped to you. In this case, you’ll receive contact from customer service to advise you of the situation.

What Is My Size?

All our products have a Size Guide link below the size selection. By clicking this link, you’ll be taken to the relevant sizing information for that product category. These size charts are only a guide but will give you a good idea of what size to select. Shop confidently, we accept returns within 30 days of the date of purchase. See Returns for more information.

What If I Need To Add Or Change Something To My Order?

Unfortunately, once your order has been placed we’re unable to make changes. This ensures our warehouse can handle and dispatch all our orders in a prompt and efficient manner. If you’ve decided you want another product, we recommend placing a new order online. Alternatively, if you’ve decided you want to return a product, don’t worry our products have a 30-day return policy. See Returns Policy for more information.

I’M Having Trouble Using A Promo Code On The Site. Can You Help?

Always check the terms & conditions of the promo code. For instance, some promo codes won’t work for sale items, if your total spend doesn’t meet the minimum spend needed or after the expiry date. If the promo T&C’s do apply to your order please Contact Us for assistance.

Orders and Payments

I Just Placed An Order But Didn'T Receive An Email Confirming The Order. How Do I Know You’Ve Received My Order?

As soon as you’ve placed your order online an automated invoice will be sent to you from O’Neill Customer Service called ‘new order’. If you didn’t receive an automated email after you place your order, check your junk emails. If it doesn’t appear there, please Contact Us via email to resolve the issue, there could be a chance your email address was entered incorrectly.

Can I Change The Delivery Address Of My Order?

We cannot be held responsible for an incorrect address being entered on your order. We will attempt to update any incorrect order details, however due to the speed of our warehouse operations, some orders cannot be adjusted.In the case that your order is processed and cannot be updated, please refer to our returns and exchange section for more information

What Do I Do If An Item Is Missing From My Order?

During peak periods of processing a large volume of orders, there may be occasions when stock is no longer available at the time of handling and dispatching your order. If this is the case we’ll notify you via email or phone and offer you a full refund for the unavailable item(s) or suggest an alternative.