At O’Neills, we do everything we can to ensure your order is delivered safely and on time. However, if you experience an issue, please follow the guidance below so we can resolve the matter as quickly as possible.
If Your Order Is Delayed
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If your order has not arrived within the quoted delivery timeframe, please allow some extra time as delays may be caused by couriers, customs checks, or other external factors.
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If your order is still not delivered after this time, please contact our Customer Service team so we can investigate.
If Your Tracking Shows “Delivered” but You Cannot Locate the Parcel
If you receive a delivery notification but cannot find your parcel, please:
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Check your property for a safe or concealed location where the courier may have left it.
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Check with neighbours or others in your household who may have accepted the delivery.
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Review your courier tracking link for delivery confirmation and proof of delivery images (if available).
If you still cannot locate your parcel, please contact our Customer Service team immediately and no later than 14 days after the delivery date.
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After this timeframe, we may be unable to raise an investigation with the courier.
If Your Parcel Arrives Damaged
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If your parcel is visibly damaged or unsealed, take photographs before opening it.
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You may also refuse delivery with the courier at the time of receipt.
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Photographs of the parcel’s condition are essential in helping us resolve the issue.
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Please retain all packaging until the matter has been resolved.
Our Commitment
Our Customer Service team is dedicated to resolving delivery concerns as quickly as possible. If you experience any issues with a delayed, missing, or damaged order, please notify us by contacting our customer service team - Submit a request – O'Neills Help Centre
We will work directly with the courier on your behalf to resolve the matter.