frequently asked questions.

have you got your heart set on a particular style but it's out of stock? You can submit a pre-order and we will put your order in the priority delivery list before they've arrived at our warehouse. This allows ogies to secure their dream product so that they can be repping it at their local studio before anyone else! Everyone loves a trendsetter ;)

you can absolutely place an order as a guest with no obligation to subscribe to the ogi movement mailing list. We do recommend that you do subscribe, however, if you're someone who likes to save time and money and stay up to date with our new releases, discounts and giveaways!

if you are interested in joining the ogi movement, visit our homepage https://oginest.com/ and scroll down to the bottom where the email subscription prompt is :) Alternatively, you can visit https://oginest.com/account/register to register an account. Once you have done this, you will then have the ability to join the ogi movement from your profile settings! This will also save your information for faster checkouts with all future orders.

this is automatically sent to your email adress when you place an order. If you haven't received your order confirmation within 24 hours, please do not hesitate to email us directly at hello@oginest.com or message us using the contact form in case there's a problem with your order. Before contacting us, ensure that your order confirmation has not been diverted to your mailbox's spam or junk folder, as this does happen occassionally.

unfortunately, life doesn't always go as planned and for whatever reason your parcel may be delayed. Because this is an issue on our couriers' end, we are no longer in control of your delivery or any extended processing times. Sendle and Australia Post provide excellent customer service and they suggest first checking their parcel tracking page (Sendle) / parcel tracking page (Australia Post) prior to getting in touch (Sendle) / getting in touch (Australia Post) for further support.

on the rare occasion that we cancel your order it is typically due to a problem with stock, or if you've asked us to cancel, provided your request is submitted before we have shipped your order. Please accept our apologies if your order is canceled because of a problem on our end. We'll always offer an alternative product or process your refund in full as quickly as possible.

there is only a short window between the time you place your order and the time we ship it! Please email us directly at hello@oginest.com or message us using our contact form as soon as possible and we may be able to cancel your order or find an alternative solution! If it has already been despatched, then you can apply for an exchange or a full refund if you still wish to upon recieving it within 30 days.

oops, is your product being delivered to your neighbour due to a misclick? We can definitely help modify this for you :) Provided your order has not already been shipped, please send us the new details by emailing hello@oginest.com or by using our contact form and we can change this over for you pronto!

PLEASE NOTE: unfortunately, Sendle does not offer a redirection option once the parcel is in transit to its destination. Click here to find out why. Because of this, we're unable to modify your order details at this stage. It is absolutely crucial that you provide us with the correct address as we are unable to retrieve it once it is in transit.

one hundred percent! In your delivery confirmation email you'll receive a tracking reference number which you can use in Sendle's parcel tracking page / Australia Post's tracking page to check the progress of your order.

the eager ogies really stand out, don't they?! Orders are shipped from the Gold Coast, QLD, Australia. Depending on your location within Australia, shipping can take anywhere between 2-14 business days. For a more detailed estimate, please refer to Sendle's instant postage calculator / Australia Post's instant postage calculator. If your order hasn't been delivered according to the expected timescales, please do not hesitate to email us directly at hello@oginest.com or message us using our contact form.

that's not good! Firstly, please refer to Sendle's parcel tracking page / Australia Post's parcel tracking page to check the progress of your order timeline. Sometimes life doesn't quite go to plan and Sendle or Australia Post may not be able to deliver within their 2-14 business days estimated timeframe. When this happens, they will update your tracking number with an expected 'delayed' delivery date. If your order still hasn't been delivered within 30 days please do not hesitate to email us immediately at hello@oginest.com or message us using the contact form and we will launch an investigation with Sendle or Australia Post.

PLEASE NOTE: as soon as we ship your product, it is now in the hands of a different provider and any issues need to be investigated by Sendle or Australia Post. We are able to contact them on your behalf and we can assure you that we will do our best to resolve any issues as quickly as possible.

please refer to our domestic and international shipping rates below:

• free domestic standard shipping Australia-wide
• domestic flat express shipping rate of $15 for all orders
• international flat standard shipping rate of $30 NZD for all orders to New Zealand

for more information, please see our delivery and returns policy. Alternatively, you can contact us directly at hello@oginest.com or by using our contact form.

step 1: your order is inspected for quality control purposes,

step 2: you order is carefully packaged,

step 3: your order is picked up from our warehouse and delivered directly to your doorstep or nearest post office via Sendle or Australia Post.

it's that easy!

if you require your order to be delivered to a post office or PO box, we will use Australia Post. This is because Sendle only specialises in door-to-door delivery. Please click here for more information.

we currently only ship to Australia and New Zealand. We will definitely let you know when we plan on further expanding internationally!

sometimes a product is just not the right fit for some people... and that's life. You can absolutely return your product to us for a full refund, provided it is returned within 30 days. However, please be mindful that we accept no responsibility for lost or damaged products during transit. To organise a full refund, please do not hesitate to email us directly at hello@oginest.com or message us using our contact form.

PLEASE NOTE: items purchased as a bundle are only exchangeable and not refundable. Your returned product must be undamaged, unused and contained in its original packaging

so you've made a purchase, it's been delivered and yet another product has caught your eye. This is not unheard of! You are more than welcome to return your product to us for an exchange provided it is returned within 30 days. However, please be mindful that we accept no responsibility for lost or damaged products during transit. To organise a product exchange, please do not hesitate to email us directly at hello@oginest.com or message us using our contact form.

PLEASE NOTE: items purchased as a bundle are only exchangeable and not refundable. Your returned product must be undamaged, unused and contained in its original packaging

that feeling you get when you have been so excited about opening a new delivery and it's not quite what you were expecting. A simple change of heart is completely understandable. If this is the case, please do not hesitate to email us directly at hello@oginest.com or message us using our contact form and we will discuss your options with you. Provided your order is returned within 30 days, we offer full refunds or exchanges, however, please be mindful that we accept no responsibility for lost or damaged products during transit.

PLEASE NOTE: items purchased as a bundle are only exchangeable and not refundable. Your returned product must be undamaged, unused and contained in its original packaging

PLEASE NOTE: in the rare event that your order arrives damaged or faulty, please take photos of the product in question and email us with the details. We'll respond within 48 hours and discuss where we will go from there

to organise a return of your product, please do not hesitate to email us directly at hello@oginest.com or message us using our contact form. Provided your product is 1) undamaged, unused and contained in its original packaging, and 2) returned within 30 days, we will either issue an exchange for another product or a full-refund. Please be mindful that we accept no responsibility for lost or damaged products during transit.

PLEASE NOTE: items purchased as a bundle are only exchangeable and not refundable

part of our 30 day guarantee is that we will cover any return shipping costs!

PLEASE NOTE: we accept no responsibility for lost or damaged products during transit

PLEASE NOTE: items purchased as a bundle are only exchangeable and not refundable. Your returned product must be undamaged, unused and contained in its original packaging

from the date your order is delivered, you will have 30 days to initiate the return by emailing us directly at hello@oginest.com or by messaging us using our contact form and placing your product in the post.

PLEASE NOTE: we accept no responsibility for lost or damaged products during transit

PLEASE NOTE: items purchased as a bundle are only exchangeable and not refundable. Your returned product must be undamaged, unused and contained in its original packaging

this partially depends on the carrier or shipping method that you choose when returning your product. Upon receiving your order, you will have 30 days from the delivery date to contact us to initiate the return of that product and place it in the post. Once it is received on our end, we'll notify you by email. We aim to process refunds within 3 days after receiving them at our warehouse. Depending on your bank or credit card provider, it can take several days for them to process the refund into your account, or onto your card. 

for product exchanges, we request that you email us with the style that you would like instead when you are initiating the return of your current product. Once it is received on our end, we will inspect it and notify you by email of our decision on whether it follows our return policy. If it is cleared then we will ship your new product by Sendle or Australia Post.

PLEASE NOTE: we accept no responsibility for lost or damaged products during transit

PLEASE NOTE: items purchased as a bundle are only exchangeable and not refundable. Your returned product must be undamaged, unused and contained in its original packaging

your privacy and security is our number one priority. We use Shopify Payments, who's compliance covers all six categories of The Payment Card Industry Data Security Standard (PCI DSS):

1. Maintain a secure network

2. Protect cardholder data

3. Maintain a vulnerability management program

4. Implement strong access control measures

5. Regularly monitor and test networks

6. Maintain an information security policy

these standards are designed to protect you and hold us accountable for every payment.

we offer various standard payment methods, such as credit cards (Mastercard/Visa/American Express) as well as debit cards that can be used for online transactions. 

everything is done with a click of a button nowadays, isn't it? GooglePay and ApplePay is also supported for those who love a quick and easy check out!

we also understand that life comes with so many other expenses... if you need a little longer to pay for your order, we also offer interest-free payment plans through Afterpay!

first and foremost, welcome to the ogi movement! 

we will send you an email confirmation once you have subscribed and include your free jute carry strap in your next order with us.

no one likes missing out on saving money... guess what though, you're not missing out! Simply email us directly at hello@oginest.com or message us using our contact form and our team will correct this for you :)

PLEASE NOTE: discount codes are not applicable to bundles

we currently operate an Australian store which presents its currency in Australian Dollars (AUD), and a New Zealand store which presents its currency in New Zealand Dollars (NZD).

we're sorry you couldn't find an answer to your question! Don't worry, you can email us directly at hello@oginest.com or message us using our contact form.

PLEASE NOTE: we answer emails 24/7, however, please remember we're only human so we can sometimes have some sight delays in response time during peak hours. Rest assured we are working as quickly as possible to get back to you!

are you loving your product? Sharing it with others means the absolute world to us! Head back to the product page you ordered from, scroll down past the product details and you will find a section dedicated for writing your own ogi product review.

should you have any feedback that you would like to communicate directly with us, please do not hesitate to email us directly at hello@oginest.com or message us using our contact form.

we are an online Australian business and our headquarters (HQ) is located in Gold Coast!

PLEASE NOTE: our HQ is not a retail store and we are unable to offer collection at this location

we are proud of those who love our products. Why? Because they're not just signing up to boost their credibility at their local studio by repping our unique and illustrative designs, they're committing to living consciously about the impact that their everyday choices have on the environment and also their health. In our books, that means practicing your exercise routine using eco-friendly, biodegradable exercise equipment whilst giving back to Earth by planting trees and taking a stand against deforestation!

we encourage people to come forward and express their interest in joining this movement by subscribing to our email. We'll be able to keep all of our fellow ogies updated with new releases, discounts and giveaways... because who doesn't love to save?! Looking for a free jute carry strap? We'll throw that in too!

PLEASE NOTE: an ogi has zero tolerance for spam, but if you're wanting a break you can also unsubscribe by clicking on the 'unsubscribe' link down the bottom of any of our emails :)