1. I have received a damaged product or garment, what do I do?
If your item is delivered to you broken or faulty you can either exchange, or refund that item. Please follow our normal returns procedure.
2. How long does it take for me to get a refund?
It can take 4-5 business days for your return to reach the O’Neills Returns Department. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your payment method within 3-4 working days.
Please note that depending on your card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
3. My account states that I have been refunded but I have not received the money.
Ensure you're checking the bank or PayPal account you used to place your order and allow up to 10 working days for it to be credited. Customer Service is on hand to answer any questions.
4. I am returning an item purchased with a Gift Certificate or Gift Card, how does that work?
Your right to return an item is exactly the same regardless of whether you bought it with a gift card, a payment card, or a combination of the two. Should you decide to return an item you have bought using vouchers or if it is faulty, return it to within 14 days of purchase following the returns policy.
If you paid for your whole order with a Gift Card, your order will be refunded on to a Gift Card. If you paid with a combination of payment card and Gift Card, we'll refund anything you paid for with your Gift Card first, and then refund any outstanding credit you are owed on to your original payment card.
5. I didn’t receive a returns form in my parcel?
You should have received a returns form in your parcel, if you didn’t please accept our apology. Please contact Customer Service by email at firstname.lastname@example.org who will be happy to assist.