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ORDER ISSUES

How do I change or cancel my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our Easy Returns Policy once your order has been delivered to you.

What payment method do you accept?

We accept Visa, MasterCard and PayPal

Why was my order canceled?

1. Payment failure: It will be canceled if your order is in failed payment.

2. Problem order: It will be canceled if we fail to contact you about Address issue of your order; COD order: It will be canceled if we fail to contact you to confirm the order within 3 days;

3. Out of stock: It will be canceled if all the items are out of stock.

Note: To prevent your COD order from being canceled, please be attentive to our messages and calls.

Why have I received an email saying the item I've ordered is out of stock?

One or more of your items may have sold out since your order was processed. But don’t worry! The rest of your order is on its way and you have been refunded for the cost of the out of stock item(s) minus any applicable discount codes used on the order.

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

 

Oops! I was so excited to place my order that I forgot to use my code.

Regrettably, orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. Instead, please use your code on your next purchase!

Why was my order overcharged? 

1.Please confirm whether it has customs fee or shipping fee(not meet free shipping) in your order;

2.It may be currency conversion fee from bank because some banks just support dollars to pay;

3.Check the order status as well as the unit item price and total goods amount;

(Note: Item price will be changed into a new price after the end of sales promotion)

4.It may be the clearance handing fee (service fee, handing fee) charged by customs.

If you was overcharged, please send us the order number and your payment record, then we will check it for you.

Why was my order split?

OEYES is an international company and has different warehouses around the world. The order will be priorly distributed from the nearest warehouse to you for fast delivery, but some items will be shipped from other warehouses if there is out of stock in the related warehouse. Therefore, if your order is from different warehouses, it will be split into several orders.

RETURNS AND EXCHANGES

What is your return policy?

If you are unhappy with your purchase or would like to return your items to receive credit, please send your item(s) back to us in accordance with the following Return Policy:

  • Items must be sent back within 30 days of the delivery date.
  • Items must be unworn, unwashed, and have original tags attached.
  • Items must be free of stains, makeup, deodorant, or wear.
  • Bodysuits, swimwear, and undergarments are non-returnable.
  • Beauty products, cosmetics, and accessories are non-returnable.
  • Oeyes reserves the right to apply a 50% restocking fee for Final Sale or stale items.
  • Returns are processed within 5-7 business days after your item(s) are received at our Distribution Center.
  • Oeyes does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
  • Damaged, defective, or incorrect items must be reported within 2 days of delivery. (Note: If such items are not reported in a timely fashion, we will not issue store credit. Please email info@oeyes.com for assistance.)
  • Return packages must include a completed return request form and original packing slip to ensure processing. (Note: If the return request form is not filled out correctly, your return may experience delays in processing. You may use the return request form included in your original packaging.)
  • Return drop-offs are not accepted.

 

How long does the return process take?

Returns are processed within 5-7 business days after your item(s) are received at our Distribution Center. Depending on the shipping method and carrier selected, your return package may take several days to reach us. Please keep the return tracking number for your records.

Once your return has been processed, the refund will be transferred to the original form of payment used.

Note: If you are still waiting to receive the refund for your return(s), please email info@oeyes.com with your Order Number and proof of postage or return tracking number.

Can I exchange an item?

Presently, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) by mail in accordance with our Easy Returns policy and repurchase the item(s) in your desired size or style.

I received my order but my item is defective, incorrect, or missing. What do I do?

We know how frustrating this can be. Rest assured, we want to make every order perfect for you!

Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email info@oeyes.com within 2 business days of delivery. Depending on the circumstance, we may be able to extend this timeframe up to 5 business days; please report your item as soon as possible for assessment.

Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible so that you can show off your style!

 

SHIPPING

Do you ship to my country?

We ship orders to

Australia, Austria, Belgium, Brazil, Denmark, France, Germany, Italy, Luxembourg, Netherlands, new Zealand, Poland, Spain, Sweden, Turkey, United Kingdom, United States.

If you want to know more detailed information, please check the dedicated “Shipping Info”.

How long will it take to receive my order?

Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)

You can refer to the related information here for more details.

How can I track my order?

As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that you will be able to track your order under “My Orders” when you log in to your account or by clicking the tracking link in your shipping confirmation email. Please allow up to 24 hours for tracking to activate.

I received a damaged item. What do I do?

Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (info@oeyes.com) along with a description of the damaged item and your Order Number.

Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.

REFUND

When can I expect my refund?

Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

If you have any questions or concerns regarding refunds, please email info@oeyes.com and we will be more than happy to assist!

Can I get a refund if the price of an item has changed since I ordered it?

As a fast fashion retailer and eCommerce business, our prices may fluctuate and change in response to fashion trends, current stock on-hand, demand from our customers, and various sales or promotions. This being the case, we will not issue a refund or store credit for the difference between your purchase price and the current price advertised on our website.

Do you refund shipping fees?

Shipping fees are non-refundable unless you have received a damaged item and would like to return it. To report a damaged item, please use the following process before returning:

Take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (info@oeyes.com) along with a description of the damaged item and your order number.

Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.