Question: I have received a damaged product or garment, what do I do?
We sincerely apologise if you have received a damaged or faulty item. If this is the case, please let us know and we will provide you with either an exchange or a refund. Please ensure that you follow our normal returns procedure linked just below.
Question: How long will it take for me to get a refund?
It may take 4-5 business days for your returned parcel to arrive at O’Neills Returns Department. Once we have received and inspected your returned order (usually within 72 hours of arrival), your refund will be processed and automatically applied within 3-4 business days. This refund will be applied to the payment method used when you placed the original order. Please note, depending on your card company, it may take an additional 2-10 business days after your credit has been applied, for it to appear in your account. We greatly appreciate your patience and understanding, please rest assured our team will resolve the matter as promptly and carefully as possible.
Question: My account states that I have been refunded but I have not received the money, what do I do?
We understand that online technologies can cause frustration, however, please ensure that you continue to check the account that you used to purchase the original order and allow up to 10 working days for it to appear. If you have any further concerns or questions, we would love to help so please contact our Customer Service Team!
Question: I am returning an item purchased with a Gift Certificate or Gift Card, how does that work?
If you wish to return an item purchased with a Gift Certificate or a Gift Card, we kindly ask that you return the faulty items within 14 days of purchase. If you have paid for the item entirely on a Gift Card, we will refund it onto a Gift Card again. If you have made a combination payment of both a payment card and a Gift Card, we will refund the amount you paid on the Gift Card first, and then refund any outstanding credit you are owed to your original payment card.
Question: I didn’t receive a Returns Form in my parcel, what do I do?
Please note, to do our part for the environment, we are actively reducing the amount of paper we use here at O’Neills. This includes sending a Returns Form in your parcel. Please print and complete the Returns Form below and package it along with the items you are returning.
Our Customer Service Team are here to answer any questions or queries you may have, please do not hesitate to reach out to us, we’d love to hear from you!
We sincerely hope that this article was helpful and informative. Should you have any further questions or queries please contact our Customer Service Team who are always here to assist you!