Return and Cancellation Policy

Last updated: 12 August 2026

We hope you are satisfied with your Octavello purchase. If you wish to return an item or report a problem, contact support@octavello.com before sending anything back.

Change-of-Mind Returns

You may request a change-of-mind return within 30 days of receiving your order.

To be eligible, the item must be:

• Unused, unworn and unwashed;
• In its original condition and packaging;
• Complete with all tags and accessories; and
• Suitable for resale.

To request a return, email us with your order number, the item concerned and the reason for your request. Returns sent without our prior approval or to an unauthorised address may not be accepted.

Excluded Items

We do not accept change-of-mind returns for:

• Opened or used beauty, personal-care or hygiene products;
• Products with broken hygiene or protective seals;
• Clearance or final-sale items;
• Gift cards;
• Personalised or made-to-order products; or
• Items damaged, washed or altered after delivery.
• Discounted, promotional and clearance items are excluded from our voluntary product-specific results or satisfaction guaranteed.

Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged or incorrect, contact us as soon as possible. Include your order number, a description of the problem and, where reasonably possible, clear photos or video.

We may inspect the item or request further information before approving a remedy. Depending on the circumstances, we may offer a repair, replacement, refund or another appropriate solution.

Return Address

Do not return an item to the address shown on the original parcel.

Octavello works with multiple international fulfilment centres. The authorised return address may be located outside Australia, including in Asia. We will provide the correct address and instructions after approving your request.

Return Shipping

For change-of-mind returns, all return shipping costs are your responsibility and are non-refundable.

Use a tracked shipping service and retain your postage receipt. Octavello is not responsible for an authorised change-of-mind return that is lost, damaged or misdirected during return transit.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, return costs will be handled as required by applicable law.

Refunds

Approved refunds will be issued to the original payment method after the returned item has been received and inspected, or after we have otherwise approved the claim.

We aim to process approved refunds within five business days. Your bank or payment provider may require additional processing time.

Original delivery charges and return costs are not refundable for change-of-mind returns.

Exchanges

Exchanges are subject to availability. Where the requested item is unavailable, we may offer an alternative or a refund.

Any price difference or additional delivery cost will be communicated before processing the exchange.

Order Cancellations

To request cancellation, contact support@octavello.com immediately.

We will attempt to cancel orders that have not yet entered processing or dispatch, but cancellation cannot be guaranteed. Once processing or dispatch has begun, the order must be handled under the return conditions above.

Refusing delivery does not automatically cancel an order and may delay any return or refund.

Mandatory Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable consumer law.

Contact

Octavello Customer Support
Email: support@octavello.com