Questions?

Shipping and Delivery

• What is pre-order?

  We get it - you guys can’t get enough of the Oodie, literally! Sometimes when our Oodies start selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put those Oodies up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favourite pattern and ensure they get their hands on the Oodie of their dreams.

• How does shipping and delivery work?

  You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your Oodie is on its way - now what?

  Once an order is placed, our team will carefully collect your Oodie from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.

  Your Oodie will then gently be sent via the Oodie Stork (or Australia Post, if the storks are unavailable), and then it should be safely in your patiently waiting hands within 2-8 business days**.

  As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.

  Although we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the Australia Post’s delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.

  *Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
  
  **Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!

• How much do I pay for shipping?

  If you’re located in Australia, standard shipping is free on all orders over $50. For orders under $50, standard shipping is $9.99.

  Multiple shipping options are available at check out. These include Express Shipping and On Demand shipping so you can get your order even FASTER! 

• When will my order arrive? 

  Once your order is picked and packed, the magical journey from Oodie HQ to your front door begins. We have three shipping options for you to choose from. 

  Our new On Demand delivery gets your Oodie order to you super-fast with same or next day delivery. This option is perfect for last-minute gifts or when you need your order delivered ASAP. Please note that On Demand delivery is only available if your Oodie items are available at the fulfilment center closest to you. 

  Express Shipping is available for all regions in Australia with an expected delivery between 1-3 days.

  Standard Shipping is included free on all orders over $50. Expected delivery is between 2-8 business days. 

  	On Demand	Express Shipping	Standard Shipping
  Metro	Same Day or Next Day	1-2 business days	2-4 business days
  Regional	-	1-3 business days	3-8 business days

  *Please note: Although Australia Post quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date. 

• How do I track my order?

  Yay, time to celebrate – it’s on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!

  Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.

• What is covered shipping?

  Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue with Australia Post (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase covered shipping, after our Australia Post investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straightaway. If you choose not to purchase covered shipping, we are unable to guarantee a replacement for your stolen item.

• Help, I think my order is lost/hasn’t been delivered?

  Think your order might be lost in transit? Although Australia Post quote us 2-8 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date. 

  If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post. 

  *Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.

• Can I change my shipping address?

  Oops, Oodie not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

  If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.

  *Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

• Do you ship internationally?

  Whilst we started in Australia, our Oodies are loved all over the globe! If you are looking to send to a different country, you’ll need to purchase from the specific store for that location.

  NZ: theoodie.co.nz

  UK: theoodie.co.uk

  Canada: ca.theoodie.com

  USA: us.theoodie.com

  Norway: theoodie.co.no

  France: theoodie.fr

  Germany: theoodie.de

  Europe: oodie.eu

• Are there any customs/import fees?

  All of our Oodies are shipped right here in Australia, out of our distribution centres. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard.

Product Questions

• How is my Oodie packaged?

  We are just as excited as you are for you to receive your Oodie, and we’ve dressed it up for the occasion! Your Oodie will be tied up in a beautiful ribbon bow - we want everyone to feel like their Oodie delivery is special, even if it's a gift to yourself! All Oodies come packaged in a branded mailing satchel, so you know exactly what item has turned up on your doorstep.

• Size Guides

  Our awesome Oodies (adult size) are currently a one size fits most design, which is loosely based on a size 6XL hoodie. This design is ideal for those 14 years and above for the perfect fit. The Kids Oodies are 30% smaller than the original Oodie and are designed for children aged from 3 to 13 years old. Please see below for further details of our sizing! All of our Oodies are made individually with love so there may be a slight size variation per Oodie.

  
  

  ADULT OODIE	KIDS OODIE:
  Waist: 193cm	Waist: 152cm
  Front length: 97cm - 102cm	Front length: from 70cm - 75cm
  Back Length: 100cm - 105cm	Back Length: from 71cm - 76cm
  Sleeve Length: 53cm	Sleeve Length: 50cm

   

  OODIE TRACKIES:
  Medium Pants Size	XL Pants Size
  Trouser Length:  97cm	Trouser Length: 110cm
  Waist:  68cm	Waist:  84cm
  Hip size:  96cm	Hip size:  116cm
  Thigh size:  58cm	Thigh size:  68cm
  Hem size: 21cm	Hem size: 26cm

      

  OODIE x UGG BOOTS

  

• Care Instructions

  Been living, sleeping, and eating in your Oodie for 3 weeks non stop and only taking it off to go in the shower (hopefully!)? You can find all care instructions on the inner tag of your Oodie, however standard care options for our Oodies are as follows:

  - Hand or machine wash in cold water

  - If machine washing, ensure a gentle cycle is selected

  - Use only mild detergents (approved for wool/ silk)

  - Avoid mixing with other colours

  - Do not tumble dry

  - Do not iron

  - Do not dry clean

  However if you really want to best preserve the cuddliness and softness of the Oodie for as long as possible, we recommend hand washing it in cold water.

• Will you restock an item?

  Missed out on your favorite pattern, and now the world just seems that little bit colder? Don’t worry, we continuously restock all patterns, so keep an eye out on the website for when they will be available again.

• Are your Oodies vegan?

  We love our furry friends, and we know you do too! All Oodies are made with cruelty-free vegan Sherpa-fleece and flannel-fleece. So it feels like you’re cuddling a fluffy sheep, but nicer :)

  *Please note:Our Ugg Boots are in collaboration with UGG Australia and are made using their own Ugg Boot design with our patterns and prints, the products are not vegan however they are made using responsibly-sourced materials.

• Is it overpriced?

  Oh dear, you can definitely tell the ones who haven’t experienced the Oodie themselves yet! We can promise you, the Oodie is worth every penny. Gone are the days of shivering in your pajamas with holes in them that you can’t quite justify throwing away - we ensure to source only the best possible materials for our adorable Oodies so that they are designed to last! Once you put that soft, marshmallow-y fluff blanket over you, you’ll know exactly what we’re talking about.

• Do you take suggestions or customs designs?

  We’re here to take your suggestions – the weird, the wonderful, and the just plain wacky! Feel free to suggest your artistic vision (unfortunately an animal that’s half meerkat/half mermaid has already been suggested, before you ask!). Unfortunately we can’t guarantee your design will be made, and are not yet offering custom Oodies at this point – sorry Oodie friends!

• What are the Oodies made from?

  Apart from being made with clouds and marshmallows, our Oodies are made from a premium sherpa fleece interior and soft flannel fleece exterior. Don’t be fooled by the word ‘sherpa’ though - this is a completely cruelty-free and vegan version of sheep’s fleece made from polyester, so rest assured no fluffy friends are now hairless from the making of your Oodie.

• Do you offer wholesale or bulk purchase discounts?

  Our Oodies are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase (like for all the mums on the Under 10’s footy team who are shivering on the school sport sidelines) please email us at help@theoodie.com for more information!

  *Please note: This is subject to stock availability.

• Can I send an order as a gift?

  Have a special someone who you think needs an Oodie in their life (or just trying to earn some major brownie points)? An Oodie is the perfect gift! You can ship an Oodie directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. All Oodies come automatically wrapped with a beautiful ribbon bow, plus we don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!

  *Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry! We think sending an Oodie is a message of love enough though.

• Are you stocked in any stores anywhere?

  Nope, it’s just us! Our Oodies are only available on our online stores, and we have Oodie representatives in all corners of the globe - just make sure you are purchasing from our trusted Oodie sites.
  
  NZ: theoodie.co.nz

  UK: theoodie.co.uk

  Canada: ca.theoodie.com

  USA: us.theoodie.com

  Norway: theoodie.co.no

  France: theoodie.fr

  Germany: theoodie.de

  Europe: oodie.eu

• I can’t add a product to my cart?

  Nobody panic! If you can’t add an item to cart, it may unfortunately be a sold out item. Try your equal-first or second-favourite pattern, otherwise we update our website regularly so that pattern you have your heart set on should be available again and on our website when they will be available again.

Returns and Exchanges

• Do you have a returns policy?

  Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer free returns for 30 days from date of delivery/receiving of order.

  However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

  
  

  1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

  2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

  3. Item(s) must be in the original packaging, which must be in original condition.

  
  

  This includes attached swing tag, shoe boxes and jewellery packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

  *Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

• Extended Free Returns Policy

  Purchase between 1st November to 25th December and receive our extended 60 day returns policy from date of delivery/receiving of order.

  
  However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return::

  
  

  1. Item(s) have to be initiated for return and placed in the post within 60 days of the delivery/receiving of order.

  2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

  3. Item(s) must be in the original packaging, which must be in original condition.

  
  

  This includes attached swing tag, shoe boxes and jewellery packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

  *Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

• How long do I have to return my Oodie?

  We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.

• Can I return my order for a refund?

  Sadly, we know that sometimes the Oodie is just not quite the right fit for some people. You can certainly return your Oodie to us for a full refund, provided it is returned within 30 days.

  *Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All Oodies must be returned in as new condition, with the swing tag and bow to be eligible for a return.
  
  **Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

• Can I exchange my order for a different product?

  Another pattern caught your eye? It happens – trust us, our wardrobes are full of them! You can certainly return your Oodie to us for an exchange to a new pattern, provided it is returned within 30 days.

  *Please note:all Oodies must be returned in as new condition, with the swing tag and bow to be eligible for a return.

• Do I have to pay for returns?

  We’ve got you covered here too. All eligible returns (for both refunds and exchanges) within Australia will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team at help@theoodie.com and they will be able to help you along the way.
  
  *Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.

• How long does it take for my return/exchange to be processed?

  We are working hard behind the scenes to get the Oodies in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

• How long does it take for my refund to be processed?

  We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.

Payment

• How secure is your payment?

  All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

• What payment types do you offer?

  We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!

  Need a little longer to pay for your Oodie order? We offer Afterpay and ZipPay payment plans for Australian customers only.

• Do you have payment plan options?

  For when payday is just that bit too far away, we have 2 payment plans available. You can select from either Afterpay or ZipPay, provided you are located in Australia.

  *Please note: These are separate companies to us and you will need to create an account with either of them.

• How do I use a discount code?

  Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

  *Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Oodie orders only).

• I forgot to use my discount code!

  Made your Oodie purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely Oodie team at help@theoodie.com and they will be happy to help correct this for you.

  *Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Oodie orders only).

• What currency is the store in?

  All pricing for our Australian store is listed in Australian dollars (AUD). Still kind of sad that the petition to call them ‘dollary-doos’ didn’t work though…

Contact Us

• I have an issue with my order, what can I do?

  Something not quite right with your order? Don’t worry, our Oodie team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

• I need to cancel or change my order!

  These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.

  As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

• How do I contact you?

  Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is help@theoodie.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from Melbourne to Malta, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

  *Please note: These are separate companies to us and you will need to create an account with either of them.

• How do I provide feedback?

  We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful Oodie stories, as it warms our hearts to see our Oodies being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us at help@theoodie.com.

• Where are you located?

  Our Oodie HQ and Customer Service team are located in Adelaide, South Australia. Your Oodie starts its journey out into the wide world from our multiple fulfilment centres across Australia - they love to get those frequent flyer points.

  *Please note: Our Oodie HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.

• Emailing list

  Want fun, pun-filled, and always adorable emails straight to your inbox (plus stacks of awesome offers and discounts!)? Of course you do! You can sign up to our mailing list by emailing us at help@theoodie.com and asking to jump on board.

  Inbox hitting 1k and doing a spring clean of all those businesses you’ve signed up for? You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link - (we’ll miss you though!).

Gift Cards

• Where can Oodie Gift Cards be purchased?

  Want to get someone you love wrapped in a cuddly cloud, but unsure which pattern will tickle their fancy? Have no fear, Oodie E-Gift Cards are here!
  
  We currently have three Gift Card options for all of your Oodie needs.

  Our newly launched Oodie Gift E-Cards are available now on our website here*. These are available to purchase for yourself or as a gift for someone special. Simply select any pre-selected value from a range up to $500.
  
  Available for purchase from The Card Network online (www.thecardnetwork.com.au) and in store (Coles, Woolworths, Big W & Target) on their HER, GIFT, TEEN & LOVE cards. These are curated physical and digital Gift Cards with multiple leading retailers on each card.
  
  Specialised Oodie digital Gift Cards are also available on Prezzee (www.prezzee.com.au/store/the-oodie-gift-card/) as well as Prezzee Smart eGift Cards (https://www.prezzee.com.au/store/prezzee-gift-card/) which can be exchanged on the Prezzee site for any participating retailer’s card, including The Oodie.

  *Please note: Oodie E-Gift Cards are only redeemable in the applicable country store that is purchased in.

• How do I send an Oodie Gift Card as a Gift?

  The perfect gift for someone picky, we are here to make your life as simple as we can. To send an OodieGift Card directly to someone and make it special, simply press ‘SEND AS A GIFT’ and enter the recipients’ information as well as a personalised greeting. If you’re ahead of the game and are preparing for a later date, simply select the specific day that you would like the Gift Card to be sent to the lucky recipient. Once the recipient opens the Gift, a message will be sent to you to let you know that it has landed with them safely (and comfortably).

• Can I purchase an Oodie Gift Card with a discount code?

  Because we treat our Oodie Gift Cards like digital cash, we are sadly unable to offer discounts while purchasing a Gift Card. Don’t worry though, the recipient can use a discount code when redeeming their Gift Card, so it all works out!

• How do I redeem a TCN or Prezzee multi-brand card?

  So, you’ve decided to use your Gift Card on us (excellent choice), and you need a hand figuring out how to redeem it. No need to stress!
  
  All that you must do is follow the instructions provided with the Gift Card you have received to exchange this for an Oodie
  Gift Card code. Once this has been completed, you can shop on our site as usual. Simply enter the Oodie Gift Card code where indicated at checkout. It’s that easy, we promise!
  
  For further assistance on redeeming these codes, see
  below for TCN and Prezzee FAQs:
  
  https://thecardnetwork.com.au/pages/faqs
  
  https://help.prezzee.com.au/hc/en-us/categories/202165358-Frequently-Asked-Questions

• How do I redeem The Oodie Gift Card?

  After the difficult task of choosing which Oodie to buy, simply add to cart as usual and enter the Gift Card Code where indicated at checkout to complete your purchase. If only everything could be this easy…

  

• What happens if I don't spend the whole value of the Gift Card?

  Don’t panic! There is no need to spend your whole Gift Card in one go (even though it may be difficult not to). The balance remains on the card to be used another time, but it must be used before the card expiry date.

• Can I check the balance remaining on my Gift Card?

  Know that you already spent some of your Gift Card dollars but can’t remember how many you have left? Follow the link bellow to check your balance on our website, how good is that!
  
  https://theoodie.myshopify.com/apps/gkt/checkBalance
  
  Please note that this will only be able to check balances on Oodie Gift Cards/codes. Prezzee and TCN Gift Card balances may be checked on these sites respectively.

• Refunds, Exchanges and Cancellations

  Now for the boring stuff, we assure you it is still important none the less:
  
  - Cards cannot be refunded for change of mind
  - Cards cannot be replaced or refunded if lost, stolen or altered
  - Balances remaining on the card at expiry cannot be refunded

• Can the Gift Card be used in conjunction with a discount code?

  Absolutely! We want you to get the best discount possible at every turn, even while using a Gift Card. Simply enter the discount code in the same box as your Gift Card code, and Bob’s your uncle!
  
  *Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Oodie orders only).

• What happens if I have more than one Gift Card?

  Lucky you, we’re not jealous we swear! You can use an unlimited number of Gift Card codes in a transaction. So, spend until your heart is content. We certainly do.

• What happens if the item I want to buy costs more than my Gift Card?

  So close and yet so far, but no need to fret! The Gift Card can be used up to its value and the remaining balance can be paid with another payment type. We have you covered!

• I don’t have enough credit on my Gift Card to buy the item I want. Can I top up my Gift Card?

  Unfortunately, Gift Cards can’t be topped up. Sorry to disappoint!

• How long are Gift Cards valid for?

  You have three years from the date of purchase to use your Gift Card on our site, so you have time to wait for your favourite pattern to come back in stock! But don’t slack too much, blink and you’ll miss it.

• What happens if there’s a balance left on the card when it expires?

  The three years have passed, and although you may be older and wiser, the balance left on your Card will expire. Sorry, we warned you!

Our cuddle consultants are available 24/7 so you can expect to receive a reply within 24 hours! Please note that email is the best method of contacting us as it allows us to keep a paper trail of any issues you may have had with your order.