FAQs

Although we try to accommodate our customers, unfortunately we are unable to make any changes to an order once it has been placed. If you wish to cancel your order and proceed with a new one, please urgently email our Customer Care Team at customercare@oroton.com and they will do their best to assist. 

Unfortunately, Oroton does not offer click and collect in stores. If you require assistance in looking for a particular product, please contact our Customer Care team to assist.

If you have entered the incorrect delivery address at the time of processing your order, please contact us urgently email us at customercare@oroton.com and our customer care team will do their best to assist. 
 
*Please note if you contact us outside of business hours, we will try and get back to you as quickly as we can, however we cannot guarantee our team will be able to action your enquiry before your order is processed. 
 
Unfortunately, once an order has been picked and packed, we are unable to make any changes and Oroton is not accountable for any errors made at the time of entering your address when placing an order. 

Unfortunately, once an order has been picked and packed, we are unable to any orders and Oroton is not accountable for any errors made when placing your order. 

Your tax invoice can be accessed and downloaded at any time under the My Account section on our site.

Go to My Account > click order history > select order > print invoice.

If you opt to checkout as a guest, you will not be able to access your tax invoices this way. Please contact us for a copy of your tax invoice.

Order confirmation emails are automatic.

If you have not received your order confirmation please:

• Allow up to 30 minutes for the email to arrive
• Search your junk or spam email folders
• Check you have been charged for the order
• Check that the email provided at checkout is correct
  
  *If you can confirm you have not received your order confirmation email and you have been charged, please contact our customer care team at customercare@oroton.com to assist further.

Any order that presents a risk of fraud, may be held until your identity can be verified. To verify a payment's authenticity, we will ask for proof of identity (listed below). This process is to minimise credit card fraud and fraudulent activity. If you have any concerns or questions with this procedure, please contact our customer service team at customercare@oroton.com before making a purchase.

If your order presents a risk of fraud, our team will require the following as proof of identity:

• 2 x versions of photo ID for the owner of the card / payment method used to process the order (Ie. passport, driver's license, or state identification card).
• A copy of the statement for the card / payment method used to process the order, showing the banks name, the cardholders name and address, and the last 4 digits for the card used.

*Any personal information provided will be deleted once verified.

Oroton offers a variety of different payment methods available for you.

Online

Oroton accepts Credit Cards (Visa, Mastercard, American Express, Union Pay), PayPal, Paypal Pay In 4, Afterpay, Klarna, Oroton Gift Cards/Store Credit, Google Pay, Apple Pay and WeChat Pay and Alipay.

In-Store

Oroton accepts Credit Cards (Visa, Mastercard, American Express, Union Pay), Afterpay, Oroton Gift Cards/ Store Credit, Google Pay and Apple Pay.

Online Store Credits

Are valid for 12 months from the date of issue and can only be used online.

Split Payments

If you have a Gift Card or online credit, you are eligible to pay the remaining amount through any accepted payment method.

Unfortunately split payments are unavailable with WeChat Pay and Alipay. If you have placed a split payment order, using a Gift Card/online store credit, and any of these outlined payment methods, customer care will contact you and issue a refund accordingly.

You will be able to access your online store credit once you log into your online account. Once you've logged in, you will be able to view the balance of your online credit along the top menu bar. To use this simply add the items to your cart and proceed to the checkout. The credit will be applied to your purchase (unless you select to untick the 'pay with online credit box') and the balance for your new order will be shown.Your Oroton credit can be used online only at oroton.com and will be valid for 12 months from the date of issue.

*In-store store credits can be used online.

Promotions available online are automatically applied at checkout unless otherwise stated. Sale prices, final sale prices and promotions are the same online as they are in store. If you have a coupon code and it isn't applying, please check the following:

• Require you to Login or Checkout as a guest
• Have a minimum spend
• Have been redeemed already
• Not be valid on certain items and or in conjunction to any other offer
• Have expired
• Have been misspelt

Oroton Gift Wrapping Terms & Conditions

To add our Gift Wrapping and Gift Message, at checkout under your shipping details is where you can add a Gift Packaging and Card.

We’ll choose the most suitable gift box for your order from our available styles, so your items may arrive in one of the pictured designs based on availability.

Once your order has been placed, we’re unable to make any changes to your gift message or order details. Please double-check everything before completing your purchase.

Each order includes one gift box, with all items packed together inside. If you’d like items wrapped individually, please place separate orders.

Some products may not be eligible for gift wrapping. These exclusions may change over time, as we aim to provide the best experience for each item.

Gift messages are limited to 199 characters. We also reserve the right to edit any messages deemed inappropriate to ensure they’re aligned with our standards.

Gift packaging is non-returnable and non-refundable, as it is a custom item that can’t be resold.

Thank you for choosing Oroton gift wrapping to make your gift even more special!

Dust Bags: Oroton no longer provides dust bags for the following Outlet items:

• All items under $299 after promotional price, including crossbody bags
• All non-leather collections

Online we have eGift Cards, and in store we have Physical Gift Cards.

eGift Cards can be purchased here and will be delivered to your specified email within the hour of purchasing.

Physical Gift Cards can be purchased in any Oroton store (excluding concession stores).

Online

At checkout enter the unique gift card number and hit 'apply'. Note the total amount will be used from the gift card.

In store

By displaying the Gift Card or eGift Card email so the sales assistant can scan the barcode.

Enter in the 12 or 20 digit gift card number to check your balance.

EG: 111-111-111-111 or 60000000000000000000

All gift cards are valid for 3 years from date of issue (or date of purchase for eGift cards), if your card has expired we cannot extend. Please contact us if you have any concerns.

eGift Cards

On the eGift Card email, it is valid 3 years from the scheduled date.

Physical Gift Cards

on the back of the gift card, and or on the receipt.

*please note that store credits may come in the form of a card from time to time, depending if it is apart of our older systems. Please be advised these aren't Gift Cards and only have an expiry date of 12 months. Please be advised that all expiry dates are input in our systems to avoid fraudalent tampers or where the date rubs off.

We only offer Gift Cards in AUD. Gift Cards redeemed in store and online and will be processed in local currency at the daily exchange rate, this rate is set by a third party provider.

Yes, you can pay the remaining amount using a credit card, PayPal or Afterpay method at checkout. Wechat and AliPay split payments are not accepted and your order will be cancelled.

No, you cannot purchase a Gift Card using BNPL, another Gift Card or Store Credit.

Gift cards are not redeemable for cash. If you wish to return an item(s) from your order purchased with a Gift Card, the refund amount will be reissued as an online credit for any online returns, or a store credit for any returns to a store, valid for 12 months from the date of issue.

Always test any protector, cleaner or conditioner product on a discreet area before applying it to the entire product. Every few months, apply a small amount to your microfiber cloth, working in circular motions. Allow the leather to air dry.  

To clean, use a dry or slightly dampened (warm water is best) delicate microfiber cloth, to gently wipe away any marks. While cleaning, make sure that the item does not get to damp as that can effect the leather and stain the product with water marks.

We suggest to dampen the cloth first rather than the product. Always dry it off completely.

*Please note that leathers such as Saffiano are more delicate, so handle with care.

The Oroton Leather Conditioner is a specially formulated cream made with the addition of tea tree oil to help you clean and condition all types of smooth leather and synthetic material.

With regular use, it helps to resist soiling, and add gloss and natural lustre. It is suitable for most darker coloured leather, but is not to be used on suede.

With the right amount of love and care your Vegan leather bag will be enjoyed for seasons to come.

We recommend the following steps to care for your Vegan product:

• Use a soft, slightly damp microfibre cloth to wipe away and dust.

*Please note that the Oroton Leather conditioner is not vegan but can also be used on the product in moderation.

Unfortunately, Oroton does not offer a repair service or any spare parts. If you have a previous season or vintage Oroton product that requires repair, please feel free to contact your closest Oroton store for a recommendation for a local repair service.

Alternatively, you can check it Sole Heeled, click here to obtain a quote on your repair. Please note that Oroton is not responsible for items damaged by repair centers.

The effects of wear and tear, such as accidents, treatment which is inconsistent with our care instructions, and dismantling or repairs by persons other than recommended repair specialists. Damage incurred during normal and intended use of the product that has rendered the garment/leather bag/jewellery unwearable or significantly hindered the expected performance of the product falls in line with wear and tear.

Just like any other material, leather is also prone to wear and tear. It may fade in colour or dry out and crack over time. This is due to lack of proper leather care and environmental influences such as dust, sunlight, oils and rain damage and other things.

Example: A common effect of wear and tear is colour migration from denim or dark materials onto light coloured leather. This effect of wear and tear is usually irreversible, thus we recommend when purchasing Oroton products that you seek care advice from our Oroton staff members.

Oroton are able to cover the failure of hardware, components or workmanship which is classified as manufacturing faults. Generally a manufacturing fault could potentially occur within the first use or less than a year.

Oroton's sterling silver jewellery is made from 100% recycled 925 sterling silver. To achieve a longer lasting finish and to protect against tarnishing, our silver jewellery is plated with rhodium. Rhodium is a member of the platinum group of metals and is extremely rare, it is also one of the hardest, most durable metals.

Your Sterling Silver & Gold Vermeil pieces are designed to be worn every day. Not to be confused with regular gold plating, gold vermeil is a thick, long-lasting, durable layer of 18k solid gold over high-quality precious sterling silver. We use 18k gold that is a minimum 2.5 microns thick, to classify vermeil, layered over 925 sterling silver. Second to solid gold, Gold Vermeil and Sterling Silver is the most premium, long lasting type of jewellery.

The hallmarking process is an industry-regulated means of identifying the purity of a metal. You will note that jewellery made from precious metals will often be stamped with a set of numbers. Our Oroton gold vermeil and sterling silver pieces are finished with the 925 Hallmark - this applies to our necklaces and bracelets, finished with a custom tag noting the hallmark and Oroton branding, while our rings and earrings feature a finely debossed hallmark.

Caring for your sterling silver and gold vermeil jewellery is important as your jewels will naturally develop a patina over time. Patina is created when the surface of the metal comes in to contact with oils, makeup, perfumes and chemicals on your skin.

We recommend putting your jewellery on last, removing it first. Take off your jewels before you bathe, swim or exercise and avoid direct contact with chemicals such as creams, perfumes, salt and chlorinated water.

It is possible to restore the shine of sterling silver and gold vermeil jewellery by cleaning your pieces with a soft, damp microfibre cloth. Take care not to over-polish as extensive buffing may remove the gold vermeil over time. For tricky areas, such as clasps and settings, you can use a small soft natural bristle brush and warm water. Apply gentle pressure and be sure to thoroughly dry your piece when finished.

Gemstones and pearls are also delicate. Exposure to chemicals and abrasives should be avoided as these can damage colour and lustre. We recommend cleaning your gemstones and pearls with a soft, damp, non-abrasive cloth.

Please follow the ring guide for measurements. Our rings come in Small, Medium and Large sizing.

This range of accessory products, designed for our pets include dog collars and dog lead.
 
All dog collars come in sizes: small, medium, and large.

To select the perfect size dog-collar, we have added a helpful dog weight index below. Make sure to select the collar that best corresponds with the weight range of the dog you are purchasing for. All dog pet accessories are suitable for puppies, adult or senior dogs depending on their size and weight, fitting within our guidelines.

• Our size S leather and webbing collars are not suitable for dogs over 9kg.
• Our size M leather and webbing collars are not suitable for dogs over 22kg.
• Our size L leather and webbing collars are not suitable for dogs over 35kg.

*Refer to circumference details on sizing chart. All weight information denotes maximum weight and not to be exceeded.

Oroton does not assume any liability or responsibility for the accuracy, completeness, reliability or usefulness of the dog breed information provided in the table below. All weight information denotes maximum weight and not to be exceeded.

Cat collars comes in one size and can be adjusted by using the buckle, it also has a safety break away clip. Our cat collars can be used for all cats up to 6kg, - refer to circumference details on sizing chart below.

To select the perfect size cat-collar, we have added a helpful cat weight index below. Make sure to select the collar that best corresponds with the weight range of the cat you are purchasing for.

*Denotes maximum weight.

We have performed extensive in-house testing of this product at factory level as well through independent external laboratories.

The Dog/Cat Collar has been successfully tested for tensile strength, clip/closure mechanism reliability, hardware drop, bucket torque, resistance to corrosion, tension, colour fastness, flex and abrasion resistance, and leather and textile material chemical testing.

We have obtained certified testing reports for all external laboratory testing.

We have performed extensive in-house testing of this product at factory level as well through external independent laboratories.

The Dog Lead has been successfully tested for tensile strength, clip/closure mechanism reliability, hardware drop, bucket torque, resistance to corrosion, tension, colour fastness, flex and abrasion resistance, and leather and textile material chemical testing.

We have obtained certified testing reports for all external laboratory testing.

We extensively test all products to ensure goods are safe and commercially acceptable within the Australian Standards and Australian and Global regulatory testing guidelines.

Whilst every effort has been made to ensure this product is safe for your dog, we understand all animals are different, please follow our size and weight guide provided.

*Oroton does not assume any liability or responsibility for the accuracy, completeness, reliability or usefulness of the dog breed information provided in the size guide.

We extensively test all products to ensure goods are safe and commercially acceptable within the Australian Standards and Australian and Global regulatory testing guidelines. Whilst every effort has been made to ensure this product is safe for your dog, we understand all animals are different, please follow our size and weight guide provided.

*Oroton does not assume any liability or responsibility for the accuracy, completeness, reliability or usefulness of the dog breed information provided in the size guide.

This design is created from a vegetable-tanned leather, a process that uses natural tannins to colour the hide. Expect this beautiful leather to develop a rich patina and darken over time depending on frequency of use and environmental conditions.

All pet accessories can be wiped clean with a cloth or sponge, ensure leather is dry before applying leather wax or conditioner. If hardware is in water for long periods of time or in various water conditions like Chloride or saltwater this will accelerate the wear and tear and may cause the hardware to corrode or tarnish sooner.

Oroton is not liable if the pet chews and breaks products, if product is left outdoors in direct sun when not being used or if the product and becomes damaged from weather conditions including rain or water.

Take care with webbing to ensure it does not get caught on rough surfaces that might pull the fibers. Where possible, do not allow the webbing and leather to become wet, but in the case the webbing and leather become wet, leave to dry in a cool place and away from direct contact with the sun.

Note: applying care products, wax or conditioners will also create a darker tone. Your leather is designed to soften with wear – a lived-in look we love.