Frequently Asked Questions

Shipping Information

How long will it take to dispatch my order?

We process orders on business days, with a standard turnaround of 24 - 48 hours, excluding public holidays in Victoria and Queensland. If you purchase any of the products on a non-business day, we will process the order on the next business day.

Delivery times may vary, especially during peak periods at Christmas.

How long does shipping take?

We offer free standard shipping on all orders over AUD $99 to QLD, NSW, VIC & TAS. Shipping is free to WA & NT for orders over $399, otherwise shipping rate is calculated in checkout cart. 

Express and international shipping options are available.

Important: Orders ship from two warehouses in Australia. Items in your orders may arrive separately.

Warehouse - Victoria

Direct Mail Corporation, 24 Jersey Drive, Epping, VIC 3076

Warehouse - Queensland

PO Box 5551, Manly Queensland 4179 

Returns, Refunds & Exchanges

Do you have warranty?

Our range has been thoughtfully designed in Australia and manufactured to our highest standards to withstand the Australian elements and the daily demands of celebrating in the outdoors. We are committed to making life as relaxed and enjoyable as possible, so we want to hear about any little niggle. 

If your product is not performing to your expectations, please: 

  • carefully read the assembly and care information under each product on our website 
  • talk to us  

Our products have a manufacturer's warranty of twelve months. This covers any manufacturing defects such as issues with parts or materials.

 Everyday wear and tear, and care issues including ripping, spills, mould and stains (i.e issues NOT caused by a fault in the manufacturing process) along with not following care instructions are not covered under manufacturer warranty. Replacement parts will be utilised to address defects where available. 

Do you offer refunds?

We will happily refund within 30 days.

To be eligible for a refund, your item must:

  • Be unused and in the same condition that you received it in the original packaging
  • Be accompanied by your order number
  • Returned within 30 days, at your cost, using a trackable method of postage with the tracking method and tracking number emailed to Our Time quoting the order number
  • In the case of a warranty claim, it needs to be accompanied by a description and images of the fault

To lodge a refund or warranty request, email us at sales@ourtime.com.au.