FAQ Page
1. How do I know that my order got registered?
The order confirmation is sent immediately to the e-mail address you provided when you placed the order. If you are unsure whether your order has been registered or not, please contact customer service before placing a new order.
2. Can I change or cancel my order once it’s registered?
If you want to cancel your order, please contact customer service as soon as possible! If our warehouse has already processed your order, it is unfortunately not possible to cancel it. Then you can make a return. Read our return policy on how to make an eligible return. Unfortunately, it is not possible to add products to an existing order. The alternative is to place a supplementary order.
3. How can I pay for my order?
We offer a variety of online payment methods to ensure our customers can place orders with ease. You can pay by Visa/Mastercard or Klarna. For further payment options or questions regarding payment by Klarna see their policys at Klarna.
4. I wan’t to use a discount code, how do I do it?
If you have a discount code that you want to use, enter it in the checkout and click Update. It is important that you distinguish between upper and lower case letters when entering the code and feel free to look through the terms of the discount if you are unsure of what applies. If you have any questions regarding a specific code, you can contact our customer service via our contact form.
5. When will I receive my order?
We usually ship your order within 7-9 business days. Once it is on its way to you, you will receive an email notification containing your tracking information, along with an estimated delivery date from our partner courier.
Please note: Our fulfillment warehouse and shipping carriers are external partners. While all of our partners work hard to deliver on time, occasional delays can happen. Packages are not shipped nor delivered on weekends and local public holidays and may vary due to external factors outside of Ouges control. Shipping timelines are estimates, and delivery dates are not guaranteed.
Additionally, please note that during promotional campaigns, delivery times may be longer than usual.
6. I have not received my package. What has happened?
The same day the order is shipped you will receive an email with delivery information. Often the package is at the delivery point even if the notification has not arrived. If the package has not arrived after a week, we recommend that you contact customer service immediately so that we can investigate the matter more closely.
7. How can I return my order?
Sometimes you regret your purchase, that’s ok! But this is important to keep track of: According to the Purchasing Act, you as a customer have the right to cancel your purchase within 14 days after receiving your order. This applies under the condition that the product is sent back in unchanged condition and in the original packaging. In cases where the product is sealed, this seal must be unbroken. If your order includes a gift, you also need to return this together with your return. Use the box your order was delivered in or other impact-resistant packaging when returning. Remember to package your item well so that it is not damaged during shipping. See the full return policy in our Refund and Returns Policy.