Frequently Asked Questions

Orders

Of course! While we love chatting to our customers, we encourage placing your orders online to ensure all details have been entered correctly and the items are delivered as ordered. If you prefer to speak with us, please call our Customer Service team at 02 9502 6300.

We currently do not allow "Click and Collect" at this time. All orders purchased online are only available for delivery to a valid Australian address only.

All purchases through OshKosh.com.au will need to be processed online. If you're having difficulty placing an order, we can help process it for you over the phone by calling 02 9502 6300.

Delivery

All our orders are delivered using Australia Post E-parcel. At this time we only accept express post options by requesting it via our customer service at 02 9502 6300

The delivery address for an order must be a valid residential address. Unfortunately, the delivery address cannot be amended once the order has been paid for. In the event that the wrong address is indicated in the order, and the package is delivered, OshKosh will not be liable for any replacement or refund if missing. On a rare occasion may charge an additional cost for change of address for undelivered parcels with wrong/invalid address.

You may track the status of your package anytime with Australia Post using the tracking number provided via email. You may contact Australia Post if you feel the package hasn't arrived in the given window from dispatch, as it may be waiting at the post office or delayed.

All deliveries and packages require a signature upon delivery. Australia Post will leave a card to either pick it up at the nearest post office or may be re-delivered. With Corona COVID-19 many of these procedures have changed, Australia Post is practicing safe contact and this may differ from location to location.

Returns

All online orders must be processed online using our return instructions. In-store returns for online orders are not currently permitted. You may return any item purchased in-store to any of our locations. We do not accept in-store purchases to be returned using the online method.

We want you to be happy with your purchase so please check your order as soon as you receive it. If you are unhappy with your order including size, product delivered or any other details, please email customerservice@oshkosh.com.au within 30 days of receipt of your order to initiate the return process.

We currently only offer free returns for our Gold and Silver Club customers. We have amended our Club Membership program and there may be changes to this policy on July, 1 2020.

Account Information

If you can't remember your website login or password please navigate to theforget password tool.

If you receive an error using the forget password tool using the instructions above, please email us with your email address, full name and member number if applicable to help reset your account.

Firstly, please check your spam to see if the email has appeared in that location. If you still haven't received the forget password email using the instructions above, please email us with your email address, full name and member number if applicable.

Club Membership

Please Note: Our Carter's | OshKosh Club Membership has come to an end on June 1st, 2020. Members will no longer be earning or receiving vouchers, rewards, and/or benefits. A new and exciting program will be launching on July 1st 2020 with the more details to come.

On Monday June 1st, 2020 we removed our Club Membership program and all of its rewards and benefits. While we currently don't have a launch date of a new program, please stay tuned to our newsletter for more information.

Spend & Save Vouchers

All customers that have joined our Membership Club are entitled to their spend and save vouchers prior to June 1st 2020. All current valid vouchers and rewards must be redeemed by July, 1st 2020.

These vouchers were based on the total net spend of a customers spend both in-store and online. When a Club Member reached $100 Total Spend they will receive a $10 voucher for use on their next transaction of $80 or more.

Spend and Save vouchers will expire on July 1st 2020.

Upgrade vouchers will expire on July 1st 2020.

Once you log in to your Carter's | OshKosh Membership account using the login page, you can apply a voucher(s) to your order during the final order confirmation page of the checkout process. You can also view your available rewards from your membership account area found here. Please note: that these features will be removed on July 1, 2020.

The Carter's | Oshkosh Membership is ending on July 1 2020.

Base

This applies to customers who have joined our membership program in-store or online that have spent less than $100 and entitles them to the spend and save vouchers.

Bronze

Applies to customers who have spent $100 - $199.99 (excluding the use of Vouchers, Rewards, Gift Cards, taxes and/or shipping fees)

Silver

Applies to customers who have spent $200 - $399.99 (excluding the use of Vouchers, Rewards, Gift Cards, taxes and/or shipping fees)

Gold

Applies to customers who have spent $400 or more (excluding the use of Vouchers, Rewards, Gift Cards, taxes and/or shipping fees)

Please note: When items are returned you may be downgraded as your total spend will degrease. If a downgrade occurs all vouchers associated with the upgrade will be removed.

If a voucher was used during a transaction and the order is credited or refunded you will not receive your applied voucher back on your account. After June 1st 2020, vouchers will be back dated or re-applied to a members account.

If a return is processed for a full refund or credit, the associated spend will be deducted from your overall member spend. If you drop below the member tier threshold for the class (Bronze, Silver, & Gold) you will be downgraded and all voucher will be removed from your account. Your membership will be upgraded once you redeem your credit or increase your spend.

Only Silver and Gold customers are eligible for free return shipping for online transactions of $60 or more. Online orders cannot be returned in-store. This exclusive benefit is valid until July, 1st 2020.