Customer Support & FAQ's

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FAQs

About ORTC?

What is ORTC?

ortc Clothing Co is an Austrlian lifestyle brand with a simple philosophy: we craft timeless garments that are made to last and transcend generations. Quality is at the heart of everything we do. Our garments are constructed from premium natural fibres, such as cotton and linen, and our swimwear range is created from high quality recycled yarn.

Where is ORTC located?

ortc Clothing Co is located in Norwood, South Australia.

Shipping

What is the Shipping Policy?

We use Australia Post for delivery of all orders in Australia and FedEx Express and DHL Express for delivery of all international orders. The orders are dispatched from Adelaide within 24 hours of the order being placed excluding weekends and public holidays. 

Australia
Standard Shipping
 (2 - 8 Days) - Free for all AU orders

Express Shipping (1 - 4 Days) - $12

USA
Standard Shipping
 (5 - 9 Days) - $10 USD or Free over $100 
Express Shipping USA
 (2 - 4 Days) - $15 USD or Free over $100 

UK
Express Shipping (3 - 5 Days) - £12 GBP or Free over £100

International
Express Shipping
 (4 - 5 Days) - $20 or Free over $150

For more shipping information and a breakdown of international rates, click here.

If you have any questions regarding shipping, or you are in need of something urgently please email us at hello@ortc.com.au or chat with us in the bottom right corner and we will assist you as best as we can.

How do I track my order?

If you wish to track an order, simply open the chat window in the bottom right corner and follow the prompts.

Do I need to pay for shipping to return items?

No, all Returns and Exchanges are free. You will receive a shipping label once you have created your return using our returns portal.

If you are located outside of Australia, you will be required to pay a portion of the return label fee.

Do you ship DDP (Delivered Duties Paid)?

If you are located in the Australia, the United States, Canada or New Zealand your order will ship DDP, so you will not be required to pay any additional duties and taxes.


For all other countries we will ship using DDU (Delivered Duties Unpaid).

Returns & Exchanges

What is the Returns policy?

We offer Free 30 Day Returns and Exchanges on all Australian orders and all items excluding Peckers. Final sale items can be returned for an exchange or store credit only.

To read our full returns and exchanges policy click here.

How do I make a return?

All returns are to be lodged via our returns portal here.

If you require any assistance with this, please get in touch with as at hello@ortc.com.au

Can I exchange my order for another size or style?

Yes, you may exchange your order for another size in the same style or for a different style.

Exchanges are subject to availability and selected items may not be in stock by the time we receive your return at our warehouse. In this instance you will be offered a refund via original payment method.

Can I return clearance items?

Items listed under our 'Clearance' section are available for exchange or store credit only. Refunds are not available for clearance items.

When will my exchange be shipped?

Once your exchange has been received and processed at our warehouse, a new order will be created and your exchange will be shipped.

What is the processing time for returns & exchanges?

Once your return or exchange has arrived at our warehouse, please allow 1-2 business days for it to be processed. Please note during sale periods this processing time may be extended.

Orders

What size should I wear?

All of our garments are based off a similar size chart so that there is consistency across the entire range. The products run very true to size.

If you are having trouble figuring out what size would work best for you, please reach out to us via email at hello@ortc.com.au or chat with us in the bottom right hand corner.

To view our size guide for all Women's products, click here.

To view our size guide for all Men's products, click here.

To view our size guide for all Unisex products, click here.

To view our size guide for all Kid's products, click here.

I haven't received a confirmation email?

If you haven't received a confirmation email please check all junk folders as they can frequently be hiding in there. If you still can't find your confirmation email, please email us at hello@ortc.com.au or chat with us in the bottom right corner.

I received a faulty or incorrect item?

In the unlikely event you receive a faulty or incorrect item, please get in contact with us at hello@ortc.com.au or chat with us in the bottom right hand corner. 

What is the Pre Order process?

All Pre Order items are processed and paid for like a normal sale, but the order will not be dispatched until the estimated delivery date listed in the product description.

Orders containing both Pre Ordered items and In stock items will be held and dispatched once all items are available. If you would like to split ship an order, please get in touch with us at hello@ortc.com.au

Are Duties & Taxes included in the price?

If you are located in the United States, Canada, Australia or New Zealand all duties and taxes will be included in the price.

For all other countries, duties & taxes are excluded. These will be determined by the respective countries at the time of import.

Bundles & Discounts

Can I use a discount code in a Storewide Sale?

Unfortunately no, you cannot use any discount codes in conjunction with a storewide sale when the discount is automatically applied.

What is a price slashed sale item?

Price slashed sale items are those items that appear in the Clearance collection at a discounted price. These items are considered to be final sale and are only available for exchange.

Why is my discount code note working?

There are a number of reasons your discount code may not be working. It could be that it has expired, is invalid or it is being used in conjunction with another discount code or product bundle discount. If you are having trouble understanding why, please get in contact with us.

Can I return items purchased in a sale?

You can return and exchange items that were purchased in a sale.

Can I use a discount code with a bundle discount?

Unfortunately no, you cannot combine a discount code with a bundle discount, however it will allow you to apply your order discount code if it provides greater savings.

ORTC Rewards

How do I join ortc Rewards?

You can join ortc Rewards by visitng the ortc Reward page here

If you have created an account in the past, you will be part of ORTC Rewards by default.

Can I collect and claim rewards in store and online?

Yes, ortc Rewards applies to all purcahses whether they are made in store or online. You can claim these rewards in store or online when you reach the checkout.

Where do I enter my reward discount code?

ortc Rewards are claimed at the checkout and are applied to the discount code field.

Where do I find my active rewards?

If you have claimed a reward but have not yet used it, you can find the discount code on the ortc Rewards page.

Can I use a discount code with my reward?

No, unfortunately other discount codes can not be used in conjucntion with rewards as they are both a form of discount codes. However, you will be able to claim your rewards with sitewide bundle deals.

Get in touch

Have questions about your order, or a general enquiry?

Our Store

66 The Parade
Norwood, SA, 5067

Mon - Fri: 10am - 5pm
Sat: 10am - 4pm
Sun: 11am - 3pm