The return and refund policy terms apply to all products on our website based on the conditions below. We will adjust and update the terms when deemed necessary and appropriate from time to time without prior notice.

HOW DO I CHANGE OR CANCEL MY ORDER?

In case, you want to modify or cancel your order, you must contact us within 2 hours since your purchase.

Please provide us with an order number and the adjustment that you would like to make. We’ll review and send a confirmation once the changes have been made.

REFUND POLICY

A “full refund” means the its value includes transaction fee and shipping fee.

Customers can either choose between a “full refund” request and/or an free order replacement (free replacement only available without any order modifications)

Before the parcel arrives

Our close relationship with top carriers ensures that parcels are delivered on time (within the estimated time range). Nonetheless, due to force majeure causes delayed arrival might be occurred.

A full refund requirement is accepted if you haven’t received the parcel after 60 days from the ordered date as recorded on our tracking system.

After the parcel arrives

If the parcel arrives with on of the following conditions, please kindly reach us for a free order replacement (without modification) and/or a full refund within 5 business days:

  • Printed products are not clear, they are blurry ( send a replacement product, without any fees )
  • The print position is not as described on the website ( send a replacement product, without any fees ).
  • The wrong product was delivered in the order, or part of the order was wrong ( send a replacement product without any fees or refund part of wrong ).
  • Damaged by transportation: torn, stretched…. ( send a replacement product without any fees or refund part of damaged ).
  • The product received is not the right color or size as described in the description ( send a replacement product without any fees, don’t offer if the customer chooses the wrong size )
  • If the customer chooses the wrong size, we will give 50% off to reorder with the correct size.

The material of the order is not as described. Please note that any claims related to quality issues or garment defects must be filed within 5 business days from the date of receipt with full and clear evidence as below:

  • Photo(s) of any quality issues or damaged parts of the actual product received;
  • Photo(s) of the incorrectly delivered product (in the case of an incorrect color/design from the original order);
  • Photo(s) of the size tag and the entire item when measured with a ruler (in the event that the original order was incorrectly sized);
  • Photo(s) of the original shipping label of the received product

Our customer service department will receive information from you and handle your case. We will provide replacement services or refunds if the claim is valid and reasonable with the refund policy. To file a claim, please send us an email to cs@owlohh.com and include the following information (this is a must):

  • If it is a replacement order, we will send it after receiving the confirmation email, the delivery time is the same as the original order time.
  • If the order is eligible for a refund, we will refund it to your payment account. This refund will go back to your account within 5 to 7 business days. Besides, we will be responsible for checking the transaction on the payment gateway if you have not received the refund in that time. 

RETURN POLICY

    • Under any circumstances, there is no need to return your item. We will send a replacement product if it is a manufacturer defect.
    • For products you don’t like. If you would like to return the item and receive a 100% refund instead of sending a replacement, please send us your proof of return. If you do not want to return the goods, we will refund up to 75% of the order value, excluding gifts, free items.
    • If you return an item without notifying us or requesting it from us, we will not be responsible for the shipping costs of this shipment.
    • Thus, if you have an issue with your order, please contact us via cs@owlohh.com within 5 business days of delivery to explain your grievance. We will check and process your claim quickly.
    • Our return & refund policy lasts 60 days since your delivery date. If the 60-day period has gone, we can’t offer you a refund or exchange.

FILE A CLAIM

To file a claim, please send us an email to cs@owlohh.com or use contact us and include the following information (this is a must):

  • Order number
  • Video/ photo of the defective product(s)
  • Full delivery address

Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).

DISCLAIMERS

  • You must provide all information and/or documentation related to your order(s) placed in our store upon request. If we become aware of the fraud when you provide information, we reserve the right to stop assisting with your complaint.
  • We will not be liable for any damages, claims, liabilities, costs, damages, inconveniences, business interruptions, or expenses of any kind in connection with products that customers have used or previously purchased.
  • We shall not take any liability for any loss or shipment delivery failure due to the recipient’s unavailability, incorrect or insufficient addresses, or package refusal. Therefore, you need to make sure that you provide the correct information before paying.

Happy Shopping with us!

Owlohh Customer Service Department

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FS SERVICE TRADING COMPANY LTD

UK Business Office: 7 Coronation Road, Dephna House, Launchese, London, United Kingdom, NW10 7PQ

Representative Office: 1077 N Willow Ave Clovis, CA, United States, 93611

Business Hours: 9 A.M – 5 P.M EST (Mon – Sat)

Head Design Office: No. 35, Alley 50, Nguyen Huu Tho St., Hoang Liet Ward, Hoang Mai Dist., Hanoi, Vietnam, 100000

Contact us: cs@owlohh.com