Orders

If an item is out of stock, can I order it later?

Most CLADDIO pieces are available only in limited quantities. If an item is sold out, it may not be restocked. You can contact us at onnicaau@gmail.com and we will let you know if similar styles are available.

Do you place items on backorder?

No. We do not place items on backorder. Items must be available at the time you place your order.

Can I place an item on hold?

No. We do not offer a hold service. Items must be ordered and paid for at checkout.

Can I view products before buying?

CLADDIO is an online store and does not have a physical showroom. Product photos, descriptions, sizing notes and care information are shown online. If you have a product question, contact us at onnicaau@gmail.com.

Can I change or cancel an order?

Please contact us as soon as possible at onnicaau@gmail.com. If your order has not been dispatched, we will try to help. Once an order has been packed or shipped, we may not be able to change or cancel it.

What if I entered the wrong delivery address?

Contact us immediately. If the order has not been dispatched, we will try to update the address. If the parcel has already been sent, we cannot guarantee that the address can be changed.

Sizing and care

Where can I find sizing information?

Please check the Size guide and the measurements shown on product pages. Because boutique labels can vary in fit, product-specific measurements are often the best guide.

Where can I find care instructions?

Main care information is shown on product pages where available. Always read the care label attached to the garment before washing, drying or ironing.

Shipping

How much is shipping within Australia?

Standard shipping within Australia is free for orders of AU$150 or more. Orders under AU$150 are shipped via Australia Post Standard Service at a flat rate of AU$8.95.

Do you ship internationally?

Yes. Standard international shipping is free for orders of AU$1000 or more. Orders under AU$1000 are AU$29.95, except New Zealand orders under AU$1000, which are AU$12.95.

When will my order be dispatched?

Orders placed before 12 pm ACDT Monday to Friday are usually shipped the same business day. Orders placed on weekends or public holidays are shipped on the next business day.

How long does delivery take?

Metro Australia usually takes 2-3 business days. Regional Australia usually takes 3-7 business days. New Zealand usually takes 5-9 business days. Other international destinations usually take 10-20 business days.

How do I track my order?

We will email tracking details once your parcel has been dispatched. If you cannot find the email, please check your spam or junk folder, then contact us at onnicaau@gmail.com.

What if my parcel is delayed, lost or damaged?

Contact us at onnicaau@gmail.com so we can investigate with Australia Post or the courier. This does not limit your rights under the Australian Consumer Law.

Returns and refunds

Can I return an item if I change my mind?

You may return an item for a refund within 15 days of receiving your order, provided it is returned in new, unused condition, with original tags attached, and has not been worn, washed, damaged or altered.

What if I miss the 15-day return timeframe?

Please contact us at onnicaau@gmail.com. We may offer store credit if the item is returned within 30 days of receipt.

Do you offer exchanges?

We do not offer direct exchanges. If you need a different size, colour or style, return the original item and place a new order.

What should I do if an item is faulty, damaged or incorrect?

Contact us as soon as possible at onnicaau@gmail.com. Please include your order number and photos of the issue where possible. We will assess the item and provide a remedy in accordance with the Australian Consumer Law.

How do I lodge a return?

Log in to your account, go to Order History and Details, select the relevant order and submit a return request. Please wait for confirmation before sending the item back.

Where can I read the full returns policy?

Please read our Returns and refunds policy for full details.

Payments

What payment methods do you accept?

We accept PayPal, credit and debit cards processed via PayPal, bank transfer, and store credit or vouchers where available.

How do bank transfer orders work?

Bank transfer orders are dispatched within 2 business days after payment is received in the CLADDIO / ONNICA Pty Ltd bank account. If payment is not received within 5 business days, the order may be cancelled.

Do you store my credit card details?

No. We do not store full credit card details on our website. Payments are processed by third-party payment providers.

Contact

How can I contact CLADDIO?

Email us at onnicaau@gmail.com. Please include your order number if your question relates to an order.