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CGV copy: FAQ
Shipping & Returns
FIND THE ANSWER TO YOUR QUESTIONS ABOUT
DELIVERY AND RETURN CONDITIONS.
DELIVERIES
IN WHICH COUNTRIES DO YOU SHIP ?
We deliver your order in metropolitan France (including Corsica), Monaco and Andorra, as well as in Europe and abroad in the following countries:
Austria, Belgium, Czech Republic, Denmark, Estonia, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Australia, China, South Korea, United States, Hong Kong, Japan, Singapore, and South America.
WHERE CAN I GET MY OUHLALA ORDER ?
In France: you can have your order delivered to your home or to a Colissimo pick-up point.
In Europe and abroad: we deliver at home only.
PRICES AND DELIVERY TIMES
Delivery charges and deadlines depend on the destination, the total weight of the package and the chosen delivery option (Home or Point of withdrawal, for France only).
We invite you to refer to the table below to know the details.
HOW TO TRACK MY ORDER ?
A tracking number will be sent to you by email at the time of shipment of your order. This tracking number will allow you to track your package on the sender’s website. If in doubt or problem, do not hesitate to contact customer service.
WHAT HAPPENS IF I AM NOT HOME ?
In case of absence of the recipient of the order, your parcel will be delivered to the point of contact indicated on the notice of passage deposited in your mailbox. It will be kept for a period of 15 calendar days from the day after the day of filing of the notice of transit. At the end of this period, the package will be returned.
In the event that the delay is attributable to you (the delivery address that you communicated to us was not correct, or you did not pick up the package within 15 days), the fees return the package will be your responsibility.
WHAT IF I DO NOT RECEIVE MY ORDER ?
If your order is not dispatched within the announced deadlines and you have no information from us informing you of a delay in shipment or a possible breakage of stock, please contact our customer service by specifying your order number so that we find together a solution.
RETURNS
WHAT IS YOUR RETURNS POLICY ?
You can return any item within 14 days of receiving your order.
All returned items will be inspected. They must be new, unused and in their original state. Any returned product that is incomplete, damaged, worn or soiled, without your notifying us when you have received it, will not be returned and will be returned to you.
For more info on how to return an article please read the article below. If you wish to cancel your order in accordance with the right of withdrawal, please contact our customer service.
HOW CAN I RETURN AN ITEM ORDERED ON OUHLALA ?
We hope the products will please you! Nevertheless, be aware that you have a period of fourteen days after receipt of your order to return your purchases against payment if they are not suitable. Items must be returned to us in their original packaging and condition, along with the packing slip initially received with your package. Returns from Metropolitan France (only) are free.
To make a return:
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Send a message to contact@ouhlalaleshop.com stating your order number and your identifier and the reason for your return;
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We will send you a message containing a return form to be filled in the package, as well as a pre-filled and pre-paid Colissimo return label to be affixed to the package;
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Deposit the package in a post office.
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Once we receive the return package, we will refund you as soon as possible. You will receive an email to inform you when the refund has been made.
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We do not trade products. For a new model or a new color, we invite you to reorder.
MY ARTICLE HAS FLAWS. WHAT SHOULD I DO ?
We pay the utmost attention to the quality of our products. However some of them are handmade and slight marks and deformations may appear. We do not see this as a flaw but as the signature of a handmade job.
If you find this fault too troublesome, please contact our Customer Service by email and mention your order number, the detail of the defective item, and the description of the defect (photo ideally). We will get back to you soon and will return the item and replace it (subject to availability of the item).
I RECEIVED A BROKEN ARTICLE. WHAT SHOULD I DO ?
What a pity ! Some of our products are fragile and we pack them for it with all the care possible, but it happens that the manipulations of the carrier are too brutal and the products break.
We first apologize for this inconvenience. In this case we invite you to take a picture of the damage from the opening of your package and to report it to us as soon as possible by immediately contacting customer service.
HAVE YOU RECEIVED MY RETURN ?
We will send you an email as soon as we receive the returns to our warehouse. In the event that you have not received a confirmation of receipt by email within 14 days of your return, we invite you to contact customer service and we will get back to you as soon as possible. We advise you to attach the reference of your parcel to your message.
The refund will be automatically within 5 to 10 days after receiving your return, on the account that you used to place your order initially.
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