FAQ

For any enquiries or assistance with a specific order, please do not hesitate to contact our team at customercare@ochretouch.com.au.

How long will it take for my order to arrive?
We will pack and dispatch your order within two business days. For estimates on shipping times based on your location, please refer to our shipping and returns information.

How much will shipping cost?
$18 for express, and FREE standard shipping for all domestic orders. For a full breakdown of pricing and estimates on shipping times based on your location, please refer to our shipping and returns information.

Where do you ship to?
We ship worldwide using Australia Post.

How do I track my order?
To track your order, simply use the tracking number provided on your order dispatch email. If you require further assistance in tracking your order, please contact our team at customercare@ochretouch.com.au.

What is your returns policy?
At Ochre Touch, your satisfaction is our top priority (in more ways than one). In the event that you receive a damaged or defective product, please reach out to customercare@ochretouch.com.au within 30 days of receiving your order so that we can assess the issue and get you back on track with a replacement or refund. You will be requested to send a video of your product demonstrating the fault and that your product is in an unused condition along with a copy of your receipt. Refunds will be processed using your original payment method, and the timing of the refund may vary depending on your financial institution. Due to health and hygiene considerations, we are unable to accept returns on any of our products due to a change of mind. This policy ensures the safety of all our customers. Because of this, we encourage you carefully consider your order before completing it. If you want to know more about our products, we're always here to help. Please reach out to customercare@ochretouch.com.au if you have any questions prior to placing your order. For any enquiries regarding our refund policy or assistance with a specific order, please don't hesitate to contact our team at customercare@ochretouch.com.au.

Do you offer discreet postal packaging?
Absolutely! All Ochre Touch orders will arrive in unbranded, recyclable packaging.  

How do I charge my device?
Each device comes with a USB charging cable. Please do no operate your device or come into contact with water whilst your device is connected to power.

I lost my charger! Can I buy a new charger separately?
Yes! We sell replacement chargers here.

Which device is best for beginners?
New to this? Our Boutique range is the best place to start exploring. These devices are designed with aesthetics in mind whilst also being easy to navigate.

How do I clean my device?
To clean your Ochre Touch device, we recommend using Ochre Touch Clean. Simply spray the device liberally and wipe clean with a microfibre cloth. Alternatively, use warm water and a gentle, antibacterial soap.

Can I use the Body Oil and Intimate Gel internally?
Yes! Both our Body Oil and Intimate Gel can be used externally and internally with your Ochre Touch device.

How should I store my Ochre Touch products?
Ochre Touch Clean, Intimate Gel, and Body Oil should all be stored in a cool, dry space away from direct sunlight and extreme temperatures. Your Ochre Touch devices should also be stored in a cool, dry area and away from direct sunlight. Your devices should be stored on their own in the antibacterial pouch provided - they should not be stored touching other devices.

Ochre Touch offers full warranty on devices for a period of 12 months. In the unlikely scenario where your product experiences a malfunction resulting from a flaw in craftsmanship or materials, the Ochre Touch team will, at its discretion, provide a replacement of your product with either an identical or a comparable item, all covered under the provided 12-month warranty. If any faults or defects arise within that time frame please contact customer care via customercare@ochretouch.com.au.