FAQ
Most frequent questions and answers
ORDERING
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions
On the login page, click “Lost password?” and you’ll be redirected to a new page where you can begin the process of password recovery.
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
We accept PayPal. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
At OUISMART, your payment is secure every step of the way. When purchasing online with your credit card, all of your information is entered into a SSL secure web page of Paypal. Your information is then encrypted and sent directly to our credit card provider’s network (where your card and transaction are authorized and approved). Your credit card information is NOT stored on our servers.
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, at our discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment through Paypal.
Any cancellation made after an order has been placed, will be subject to a cancellation fee of EUR 1.00 regardless of the time the order has been placed as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be cancelled.
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. If you are on vacation, please have your purchase sent to your residential address rather than your vacation address. Occasionally it can take some time to clear customs and you don’t want to miss your purchase!
The delivery time is based on the shipping option that you have chosen. In general, here is how we process your order and the associated delays.
We process your order
We pick up all the ordered articles in our warehouse and pack them so it can be picked up by our shipping partner. This step usually lasts 1 to 3 working days.
Shipping
Your order is then shipped and you will receive the associated tracking number to check your order status and whereabouts. This step usually lasts 1 to 5 working days
Delivery
Our shipping partner will take care of your order deliver it right to your door, according to the shipping method you chose during checkout. This step usually lasts 2 to 4 weeks
We will email you the tracking information as soon as your order has shipped. (Please allow 48 hours for the tracking number to appear in the tracking system).
You can track your order here.
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
If something is still missing, please contact us immediately!
SHIPPING
All orders are handled and shipped out from our warehouse in France. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 2-8 business days from the order date and shipped the day after the processing date. Please note that we don’t ship on weekends.
You can track your order here.
Your order will be shipped by 1OO% secured airmail. You will be able to track your parcel the whole time and you will receive your order within 2-4 days.
RETURNS
If you are not happy with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Please provide us with your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Return Policy. All returns must be in the original condition with packaging intact.
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
All refunds will be credited by Paypal to your account.
