We want you to love every piece from Ownci. Crafted with care in Florence, our garments are meant to be cherished. However, if something isn’t quite right, we’re here to help make it right.
Items Not Eligible for Return
For hygiene reasons and for your protection, we are unable to accept returns on the following items:
- Bikinis
- Swimwear / Swimsuits
- Underwear
- Select accessories (e.g. earrings, stockings, body piercings, etc.)
Additionally, returns are not accepted if the original label or tag on any garment has been cut or removed.
30-Day Product Guarantee
You have 30 days from the date you receive your item to request a return or exchange. The delivery date is determined by the logistics tracking record.
How to Return an Item
- Contact us within 30 days of receiving your order at [email protected]. Please include your order number, a description of the issue, and clear photos or a video.
- Our team will review your claim and may reach out if further information is needed.
- Once approved, we will provide you with the return shipping address and further instructions.
- Please send the items back within 30 days of receipt, in their original condition with all tags attached.
- After we receive and inspect the returned item — ensuring it does not affect secondary sales — we will process your refund or replacement.
Exchanges
If you receive a defective or incorrect item, we take full responsibility. We will replace it with a new, correct piece at no additional shipping cost to you. Please reach out immediately with your order number and supporting photos.
For all other exchanges — such as a different size or color — simply follow the return process above and place a new order for your preferred item. In these cases, return shipping costs are the customer’s responsibility.
Refunds
Once your return is received and inspected, we will email you to confirm its arrival and let you know whether your refund has been approved.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.
A few important notes:
- If the return is due to a change of mind or a customer error (e.g., wrong size ordered), you are responsible for the return shipping fee. The exact cost depends on the courier you choose.
- We do not charge any restocking fees.
- We do not pay taxes or customs duties on returns.
- Original shipping costs are non-refundable, except in cases where the item arrived defective or incorrect.
Unclaimed or Refused Packages
If a parcel is returned to us because of an incorrect address, failed delivery attempts, or because it was not claimed, please contact us at [email protected] to verify the status. We will work with you to find a suitable solution. Please note that in such situations, original shipping charges are non-refundable, and any redelivery costs may be your responsibility.
We’re Here to Help
Our customer care team is available Monday to Friday, 9am – 5pm AEST. We do our best to reply to every inquiry within 24 hours.
Please note: our offices are closed on weekends and public holidays, so replies may take a little longer during those times.