FAQ
1. General Questions
What is your return policy?
We aim for you to be completely satisfied with your purchase. Therefore, we accept returns of all items within 14 days of the purchase date. For detailed instructions on the return process, please refer to our Returns Page.
How can I track my order?
Once your order has been shipped, you will receive a tracking number via email. With this number, you can track the status of your order either on our website or on the carrier's website.
Can I cancel or modify my order?
We understand that sometimes changes are necessary. If you wish to change or cancel your order, please contact our customer service team as soon as possible. We will do our very best to accommodate your request.
2. Product Questions
What is the material of this product?
Material information for each product can be found under the "Product Description" section on the product page. If you have additional questions about materials, feel free to contact us.
How should I care for this product?
Care instructions are listed under the "Product Description" section on each product page. Following these instructions is important to ensure the longevity of your product.
Can I see this product in other colors?
If the product is available in other colors, they will be listed on the product page. If you don't see the color you're looking for, please contact us — we'll do our best to help.
3. Payment Questions
What payment methods do you accept?
We offer various payment methods including credit cards (Visa, MasterCard, Maestro, Cartes Bancaires, American Express), Google Pay, PayPal, and Apple Pay.
Do you offer installment payments?
Yes, we offer installment payment options for certain purchases through Klarna. For more information, please visit our website or contact our customer service.
Is my payment information secure?
Absolutely. We take the security of our customers' payment information very seriously. All transactions are processed securely, and we use industry-standard encryption technology to protect your data.
4. Shipping Questions
How long does it take to receive my order?
Delivery times depend on your location and the selected shipping method. You can find detailed information about shipping times in our Shipping Policy.
How much does shipping cost?
Shipping costs vary depending on your location and the selected shipping method. Within the Benelux, we offer free shipping. For more details, please refer to our Shipping Policy.
Do you offer free shipping?
Yes, we offer free shipping for orders within the Benelux. More information about our free shipping policy can be found in our shipping information.
Do you ship to P.O. boxes?
Yes, we do ship to P.O. boxes. Please ensure that you provide the full and correct shipping address to avoid delivery delays.
5. Contact Questions
How can I contact customer service?
You can contact our customer service team by sending an email to support@owelly.com or by using the chat function at the bottom right of any page on our website.
What are your opening hours?
Our customer service is available from Monday to Friday, from 9:00 AM to 5:00 PM. We aim to respond to questions outside of these hours via chat and email as well.
How can I provide feedback?
We truly appreciate your feedback. You can send us a message via our Contact Page or by emailing us at support@owelly.com.
Do you have a physical store?
At this time, we do not have a physical retail location. We work with a warehouse partner to keep our operational costs low and offer you the best possible prices.