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 favorite 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 USPS & DHL 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. Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.

  **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!

  **Coronavirus impact: Please note couriers are experiencing significant international delivery delays due to limited flights, social distancing requirements and increased parcel volumes.

• How do I track my order?

  Yay, time to celebrate – it’s on its way! After we pass your order to the courier, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to their website 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 (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 investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straight away. 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?

  Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue (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 insured shipping, after our investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straight away. If you choose not to purchase insured shipping, we are unable to guarantee a replacement for your stolen item.

  If your item still hasn’t been delivered within 8 days, please contact us and we can launch an investigation.

  *Please note: Once we pass your Oodie order to our courier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by our courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

• 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.

  *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.

  AU: theoodie.com

  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

   

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, and 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: 76 Inches	Waist: 59 Inches
  Front length: 38 Inches - 40 Inches	Front length: from 27 Inches  - 29 Inches
  Back Length: 39 Inches - 41 Inches	Back Length: from 28 Inches  - 29 Inches
  Sleeve Length: 20 Inches	Sleeve Length: 19 Inches

   

  OODIE TRACKIES:
  Medium Pants Size	XL Pants Size
  Trouser Length:  38 inches	Trouser Length: 43 inches
  Waist:   26 inches	Waist:  33 inches
  Hip size: 37 inches	Hip size:  45 inches
  Thigh size:  22 inches	Thigh size:  46 inches
  Hem size: 8 inches	Hem size: 10  Inches

   

   

• 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 :)

• 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 football 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.

  AU: theoodie.com

  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: 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 returns (for both refunds and exchanges) within United States 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 a help@theoodie.com and they will be able to help you along the way.

• 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 PayPal too!

  Need a little longer to pay for your Oodie order? We offer Sezzle payment plans for United States customers only.

• Do you have payment plan options?

  For when payday is just that bit too far away, we have 1 payment plan available. You can select Sezzle as your payment option at the checkout, provided you are located in the United States.

  *Please note: This is a separate company to us and you may need to create an account with 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 United States store is listed in United States Dollars (USD).

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!

  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:

  Whilst we understand that some issues are frustrating, we value our Oodie family - any profanities or abuse will not be tolerated, so please treat our team with respect.

• 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 big wide world from our multiple fulfilment centres across the USA - they love to get those frequent flyer points.

  *Please note: We are unable to offer collections 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!).