Customer Help

If talking to a real-life human is more your thing,
you can reach our Customer Happiness Team via email (below).

SHIPPING

DO YOU SHIP GLOBALLY?

Yes we do! We offer international shipping to most destinations worldwide. 

Shipping to Russia has been temporarily suspended by Fedex.

We ship orders from our team in Shanghai, China.

HOW MUCH IS SHIPPING?

Shipping is divided by Ready to Wear and Outerwear.

 

Ready to wear is our clothing collections for dresses, tee shirts, etc.

Outerwear is our Fur Parkas, Full Fur Coats, Teddy Coats, etc.

 

Ready to Wear orders are charged at at a flat rate of $20 AUD for global  shipping.

Our shipping price is a flat rate regardless of location or how many pieces you
order.



We are currently offering free global shipping on Ready to Wear orders over $300 AUD!

 

Outerwear orders are charged a flat rate delivery fee of $90 AUD
for global shipping.

 

*Please note: Shipping
costs are exclusive of any import tax or customs duties which may be payable on
delivery to your country. For more information see below.

HOW LONG DOES SHIPPING TAKE?

Please leave up to one week for your order to be processed, and between 1-2 weeks for your order to be delivered to you.

HOW LONG AFTER PLACING MY ORDER WILL IT BE SHIPPED?

Please allow up from two days to maximum to one week for us to process your order! It will usually be faster, but delays during collection launch may incur delays. Please note we are based in Australia, so we may be on a different timezone to where you are placing your order.

Some items are marked as Pre-Orders, and require a 20 day processing period. These items are marked as such on each item page – most usually for our Parkas.

HOW CAN I TRACK MY ORDER?

You will receive an email with a tracking number. You will be able to use the link and number provided to track your order through FedEx or Australia Post.

WHICH COURIER DO YOU USE?

We send out via FedEx and AusPost!

WHAT CURRENCY IS YOUR WEBSITE IN?

Our prices are displayed in AUD (Australian Dollars).

Please be aware of your local currency conversion rates when calculating the value of your order.

WILL I HAVE TO PAY ANY TAXES OR DUTIES?

OZLANA
ships orders directly from Shanghai,  China. Regulations for import duties and taxes vary from country to country. We have no control over these charges and we cannot predict their amount. Unless otherwise stated, our garment prices and shipping costs are exclusive of all import duties and taxes. All orders are sent on a Delivery Duty Unpaid (DDU) basis.

OZLANA does not cover any duties, taxes or associated handling fees which may be applied to your order by your local government. Please be aware that you will be responsible for payment of these costs upon delivery of your order. Please contact your local customs office for more information. We are not responsible for replacing or refunding any orders that are stuck in customs clearance. 

Our prices are charged in AUD (Australian Dollars). Please be aware of your local currency conversion rates when calculating the value of your order.

Australia: Orders shipped to Australian addresses are inclusive of GST. Orders over the value of $1000 AUD will incur additional import duties and taxes.

 

WHAT ARE YOUR RETURN POLICIES?