FAQs

REGISTERING
  • Why do I need to register?

    You only need to register on our site if you are making a purchase. By registering you are initiating an account that only you may access.

    You may access your account by using your email address and a password that you have created. Only you will have access to this information. If you are signed up on our email list, this does not mean you are registered.

  • How do I register?

    Simply click on “my account” and you will be provided with a direct link that will walk you through the process.

    If you have never purchased from us before, you must register with us to place an order. If you already have items in your cart and are ready to complete your order, simply click on “checkout”, and this will automatically direct you to our register page.

  • What if I forget my password?

    If you ever forget your password there is always a link on the “my account” page. By providing your email address, via a secure, encrypted connection, offtherunway.com.au will email you a new password that you may later change by visiting “my account” once you log-in successfully.

    Please remember that passwords are case sensitive.

  • How do I change my password?

    Once you log-in to your account, you may change your password by clicking on “my account”. Then click on “Account Information”. Next click on the link that says: “Change password”. Enter your new password and click on “Submit”.

    “My account” is a useful destination for configuring your offtherunway.com.au account to your liking.

  • How do I make changes to my account profile?

    Log into your account, and click on “Account Information” located at the top of your account page. Make the necessary changes to your account, (i.e. email address, password, billing address, etc.) Scroll to the bottom of the page, and click on “Submit”

    The changes you have made will now be saved to your profile.

SHOPPING ONLINE
  • How do I make a purchase?

    Shopping with offtherunway is easy.

    • Search by Bags, Shoes, Sunglasses, Jewellery or directly by designer to find the item you are looking for.
    • Once you have decided on an item click the "Add to Cart" button
    • Review the items in your shopping cart and then proceed to purchase following the simple prompts
    • At every stage throughout the purchase process you can review and edit your details on the right hand side of the page
    • If at any point you experience any problems or have any questions please contact our customer care department at orders@offtherunway.com.au 
  • What payment methods does offtherunway accept?

    We accept payment via Visa, Mastercard and American Express. Payment can be made via PAYPAL using the email address info@offtherunway.com.au

  • All prices quoted on this website are in Australian Dollars (AUD)

  • Is it safe to pay with my credit card online?

    Your personal security and the ability to shop safely at offtherunway.com.ai is of the upmost importance to us. To help ensure that your shopping experience is safe and secure, offtherunway.com.au uses SSL (Secure Socket Layer) technology. This encrypts and protects the data you send to use over the internet. If the SSL is enabled then you will see a padlock at the top of your browser.

  • Can you guarantee that the products you sell are authentic?

    offtherunway.com.au is an authorized retailer for all of the labels available for purchase on the site and as such every product available on the site is 100% authentic

    How do I know if an item is in stock? 

    All items are in stock unless "Sold Out" appears under the item. If you are after a specific size you will need to check sizes available in the drop down menu. If a size is out of stock it will say, "sold out" next to the size. Please note that while an item may be in your shopping cart it can still be bought by another customer until you have completed the checkout procedure Some items may be re-stocked so if there is something that appears as “Sold Out” that you are specifically interested in please contact us on orders@offtherunway.com.au

  • Can I modify an existing order?

    If you wish to modify an order email customer service at orders@offtherunway.com.au to see if this is possible. This will depend on which stage of the ordering process you are at.

    Please be advised that once an order has been finalised we are unable to make any modifications or cancellations. 

  • How will I know if you have received my order?

    Once an order has been placed you will be sent an email from offtherunway confirming that we have received your order. If you do not receive this email please contact us on orders@offtherunway.com.au

  • When will payment be deducted?

    Payment will not be processed until your order has been despatched. How long it takes for the transaction to appear on your statement will depend on your card issuer.

  • Can I purchase a gift certificate?

    Yes, gift certificates are available for purchase through the website. You will find gift certificates for purchase by clicking on the Accessories link, and you can purchase in denominations of $100, $200, $250 and $500

  • Will offtherunway.com.au have seasonal sales?

    Yes, seasonal sales will be held throughout the year. If you are registered for our email newsletter you will be notified of sale events. Due to the exclusive nature of the stock sold on offtherunway.com.au, we cannot guarantee that an item will still be available late in the season.

SHIPPING AND DELIVERY
  • CHRISTMAS ORDERS PLACED BEFORE 4PM ON THE FRIDAY 21ST DECEMBER WILL BE RECEIVED IN TIME FOR CHRISTMAS. Deliveries within Australia are sent via Express Post, and to other countries via the Express Post International Courier Service. We offer a variety of delivery options to suit your needs including the following;

    Destination

    Despatched

    Cost

    Delivered

    Australia – Sydney

    Same Day

    $20.00

    By 6pm

    Australia – Capital cities

    Next Day

    $10.00

    By 6pm 2 business days after order is placed

    Australia – Rest of

    Next Day

    $10.00

    By 6pm 2 business days after order is placed

    New Zealand

     

    Rest of World

    Next Day

     

    Next Day

    $40.00

     

    $50.00

    By 6pm up to 6 business days after order is placed

     

    5-7 business days after despatch

    Orders placed will be dispatched on the next business day. If your order is for delivery within the Sydney metropolitan region and you place an order after 12pm but would like your order delivered that day, please contact us on info@offtherunway.com.au

  • Do you deliver to PO boxes?
    No, we cannot deliver to PO Boxes. Due to the high value of the goods being shipped we require proof of delivery which means you must provide us with a delivery address at which there will be someone available to sign for your delivery.
  • Can I track my order?

    Yes, once you have placed your order you will receive an email confirming your purchase. Once your order has been shipped an email will be sent to you providing you with a tracking number for your shipment. You can use this tracking number via the “Order Status” link on the home page to track your order at every stage of it’s progress to you. Alternatively, go to http://www.auspost.com.au/track/ and enter your tracking number.

  • Is my package insured?

    Yes, all packages are insured from the time of despatch to the time they are signed for upon delivery. We cannot take responsibility for items that are damaged or lost once they have been signed for. It is your responsibility to ensure that there will be a contact at the delivery address you provide that is authorised to sign for your delivery.

  • What packaging will my order be sent in?

    All full price orders will be delivered in our signature black or white boxes. If the item is a gift we can include a hand written gift card at your request. Sale items will be delivered in basic packaging which does not include the gift box. Please note that due to the size of some items, they may only be delivered in their basic packaging. All care will be taken to ensure that these goods are protected whilst in transit to you.

RETURNS AND EXCHANGES
  • Can I return or exchange an item?

    Yes, you are able to return and / or exchange items as per the below instructions;

    • All items must be in new and unused condition with all tags attached to be eligible for return or exchange. Shoes must be returned in their original, undamaged shoebox as this is considered part of the product.
    • Any items that are deemed to have been used or worn will not be eligible for a refund or exchange
    • Contact us at returns@offtherunway.com.au within 7 days of receiving your order and we will issue you with a Returns Merchandise Authorisation Number (RMAN). Please note that a RMAN does not guarantee that a return will be accepted if the merchandise is found to be damaged or otherwise not in original condition.
    • An item returned without a RMAN cannot be accepted
    • Once you have received your RMAN returned items must be returned and received within 10 working days. We ask that you send your return in an Express Post satchel, as this will enable us to track it should it go missing.
    • You will receive an email notifying you once your return has been received.
    • Once returned items have been inspected and we are satisfied that the item has not been used or worn, your refund will be processed in the original form of payment within seven business days. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the refund request from offtherunway.com.au
    • We are only able to offer size exchanges, which means that we can only accept exchanges on shoes and some rings. If you wish to exchange your item for an alternative style we suggest that you return your item for a store credit and then purchase the new style
    • We are unable to accept returns on earrings for hygiene purposes.
    • PLEASE NOTE, ALL SALE ITEMS MUST BE RETURNED AT THE EXPENSE OF THE BUYER. WE PREFER THAT YOU USE EXPRESS POST TO MAKE THESE RETURNS AND IF ITEMS ARE SENT BY ANY OTHER MEANS AND ARE RETURNED DAMAGED THIS WILL ALSO BE THE RESPONSIBILITY OF THE BUYER AND A REFUND WILL NOT BE ISSUED.
    • Returns should be sent attention to 
    • offtherunway pty ltd
    • PO Box 219
    • Leichhardt, 2040
    • Sydney
    • Australia