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FAQ
Hi! How can we help you?
In this section you can find the answer to your questions.
Should you not find the answers to your questions in this section, you can always contact our customer service at customercare@oofwear.com, or call +39 0418380055
ORDER
How do I place an order?
Choose your favourite products, selecting the colour and size, and add them to your cart.
Check your cart to make sure you have added only the items you want to purchase. If you want, you can still change quantities, delete or add some items.
Go to "Proceed to checkout" or "View cart"; you can access your reserved area if you have registered on our site or continue as a Guest. Now fill in the form with your delivery address and payment method.
If you have a promocode, you can add it now: you will find an appropriate field in your shopping cart or directly at check-out.
If you have a promocode, you can add it now: you will find an appropriate field in your shopping cart or directly at check-out.
Before confirming your payment, if you would like to request an invoice, please note that you must check the invoice request box and enter all the data in the appropriate fields.
Now you can confirm your order: if the order has been registered correctly, a confirmation message will appear with the order number.
After a few minutes, you will receive an e-mail at the address you provided when placing your order. If you do not see it, please also check your Spam folder. Once the order has been confirmed, you will have the possibility to check it in your Reserved Area (insert link) or on the Guest page.
How to choose the correct size?
To find the correct size and get more information about the fit of our articles, go to the size guide section.
Can I modify my order? Can I add/remove an article?
It is not possible to modify your order. However, it is possible to completely cancel an order while it is still being processed. To check whether it is still possible to cancel your order, please contact our Customer Care.
What can I do if an article is out of stock?
Should the product you are interested in be "sold-out", we suggest that you leave your e-mail address in the box on the product page, so that you can be informed promptly by e-mail should the product become available again. Alternatively, check our " Store Locator " section to find out our nearest retailers.
Can I place an order by phone?
Yes, you can place an order by phone by contacting our customer service at +39 0418380016 Monday to Friday, 9am to 1pm and 2.30 pm to 6pm
Where should I enter the promotional code?
To be able to use your promocode, place the products in the shopping cart and go to checkout. At this point, you will find a field where you can enter your promocode.
Please note that the promotional code field is not a mandatory field.
Why doesn't my promotional code work?
Please check that your code has been entered correctly, without spaces. Please also note that promotional codes may not be combined with other online promotions and therefore cannot be used at checkout. If the problem persists, please contact our customer service.
Is it possible to add a promotional code after finalising an order?
It is not possible to add a promotional code after the order has been finalised.
Can an order be cancelled?
It is only possible to cancel the order if our logistics has not yet processed it.
To check whether it is still possible to cancel your order, please contact our customer service department
PAYMENTS
Which payment methods are accepted?
Accepted payment methods are available at the following link
What is the EU PSD2 Directive?
From 28 December 2020, online payments are even more secure thanks to the new European PSD2 regulation introducing new authentication rules. From now on, when you place an order using a card payment, your bank may ask you to confirm your identity using 3D Secure authentication. There are many ways to authenticate online payments and you may be asked to confirm your identity via SMS, email or TouchID. We recommend contacting your bank to ensure they have your correct contact details in case you are asked to use SMS or email for 3D Secure authentication. If you have any questions, please contact our Customer Care.
What can I do if payment is refused?
After entering your credit card details and confirming your order, your bank is asked to validate the payment to obtain authorisation to proceed. If payment is refused, please contact your bank directly.
For any other needs, please contact our Customer Service.
SUBSCRIBE NWL
What advantages do I have by subscribing to the newsletter?
Sign up for the OOF WEAR newsletter to keep up to date with our collections, be the first to discover what's new and not miss out on any promotions! Subscribing is very easy: just go to the dedicated section on the home page, and enter the requested data.
If you wish to unsubscribe, you can do so directly from the last newsletter you received, from the Newsletter section on the site, or from your account.
Should you have any difficulties or doubts, please do not hesitate to contact Customer Service.
I no longer want to receive newsletters, what should I do?
If you no longer wish to receive OOF WEAR newsletters, you can unsubscribe by clicking on the link at the bottom of the last newsletter you received.
Should you have any difficulties or doubts, please do not hesitate to contact Customer Service.
SUBSCRIBE - ACCOUNT
Is it necessary to create an account?
To complete an order, please note that it is not mandatory to have an account.
You can choose between two options:
- Create an account, if you do not already have one. Having an account allows you to store your shipping details, view your order history and the chance to track an order and register a return yourself.
- Place your order as a guest without creating an account
How can I create my account?
To create your personal account, simply click on the dedicated image at the top right of the homepage, click on register, and enter the required data. Having an account allows you to store your shipping details, view your order history and the chance to track an order and register a return yourself.
What do I do if I have forgotten my password?
If you have forgotten your account password, use the "Forgotten your password?" function. The system will then send an automatic e-mail with a link to your registered e-mail address. By clicking on this link, you will be able to create a new password. Should you have any difficulties or doubts, please do not hesitate to contact Customer Services.
What do I have to do to delete my account?
If you wish to cancel your account, you can send your request by writing to our customer service: customercare@oofwear.com
SHIPMENTS
Where do you ship products?
You can find the list of shipping countries by clicking the appropriate link at the top left.
Before placing your order, please make sure that you have selected the correct storeview.
If a destination country does not appear in the list, it means that it is currently not possible to place an order with shipping to that specific country. Please consult our "Store Locator" section, where you can find all the OOF WEAR shops in your area and all contact information.
When will my order be shipped?
Your order will be prepared by our warehouse in 1-2 working days and will be handed over to the courier. Please be aware that external factors such as postal or courier delays, logistical problems, adverse weather conditions or the inability to access the given address may affect the punctuality of delivery.
Once the order has been placed, it will no longer be possible to change the shipping address.
Where is my order, how can I track it?
Once your order has been shipped, you will receive a confirmation e-mail containing a tracking number and courier information, which you can use to track your package.
I checked the status of the shipment and found some problems. What should I do?
If you experience any problems with the shipment of your order, please get in touch with our Customer Care team as soon as possible so that we can carry out the necessary checks. If the tracking information indicates that your order has been delivered but you have not yet received it, please contact our Customer Care within a maximum of 2 days after the supposed delivery of your package so that we can check with the courier company the status of your shipment.
What should I do if I have entered an incorrect delivery address?
If you experience any problems, please contact our Customer Service at customercare@oofwear.com or +39 041.8380055
What should I do if I receive a damaged parcel or if some items are missing?
In the event of damage to the packaging or if the tracking number does not correspond to your order, immediately notify the courier upon delivery, indicating the nature of the problem on the delivery note, which must be returned to the courier (delivery signed subject to control).
Any problems with the physical integrity, correspondence or completeness of the items received must be reported immediately to our Customer Service by sending an email to customercare@oofwear.com , also giving some picture of the parcel received. In case of damaged items, please forward to our Customer Care some photos showing the problem, specifying the order number and code (sku) of the item concerned.
RETURNS AND REFUNDS
I wish to return one or more products from my order, how can I do so?
You may return a product within 14 days from the date of delivery. The goods must be returned undamaged, complete with all parts and in their original packaging (including packaging materials and any documentation, labels, tags, or seals, etc.). Your item must be kept or used only for the time strictly necessary to establish and verify its nature, characteristics and size and must not show signs of wear, tears or stains.
If you have completed the order from your account, you can request the return directly from your reserved area. section 'orders'.
If you do not have an account, you can view your order and open a return request at the following link.
Once your package has been received and the quality checks have been completed, our Customer Care will send you a refund authorisation. This process may take a few days, depending on the workload of the warehouse.
Refund:
Once your return has been accepted, we will notify you by email and complete the refund within 14 days, to the same payment method used to place the order.
I received a faulty or wrong product, can I return it?
To submit your request for return due to a fault, promptly contact our Customer Service by e-mail at customercare@oofwear.com or +39 041.8380055, indicating what has happened. You will be asked for the order number and some photos of the product, where the faulty item is clearly visible. In case of a faulty item, you will also be asked for photos of the labels/barcodes.
Is it possible to exchange a product purchased online directly in shops?
No, it is not possible to return a product purchased online from a shop.
When will I receive my refund?
The refund will be issued on the same payment method used to make the purchase within 14 days after your return to our warehouse. Our Customer Care will notify you of the return and the successful quality control as soon as it is completed.
GENERAL INFO
Where can I find all current offers and promotions?
To stay up-to-date on all active promotions, please subscribe to our newsletter or visit our home page.
How can I find the nearest shop to me?
Visit our Store locator section Store Locator. Simply enter the name of the city, province or postal code you are interested in to view the OOF WEAR shops nearest to you. You can contact them, or visit them in person, to check the availability of the product you are looking for.
GIFT CARD
What is a Gift Card?
A Gift Card is an online voucher that you can purchase and give to someone you care about. Gift Cards are sent digitally to the email address of the gift recipient (provided during purchase) and can be used as a payment method on our official online store, until credit has been used up.
How can I purchase a Gift Card?
You can purchase your Gift Card online directly from this link Link. Select a gift card depending on the amount you want to give; enter your personal details, along with those of the person receiving the gift card and complete the order.
What amount can I select?
You can purchase your Gift Card online directly from this link.
Select a gift card depending on the amount you want to give.
Do I have to activate my e-Gift Card after purchase?
No: once received, the recipient will be able to use their gift card immediately.
How do I place an order online with a gift card?
Enter the code from your Gift Card in the field provided at check out.
If your purchase exceeds the Gift Card balance, you can combine it with any other available payment method.
Please note that only one Gift Card can be used per order.
Do I have to spend the full amount of the Gift Card in a single transaction?
No, you do not have to spend the full amount of the Gift Card. The remaining credit stays as a balance on the card for you to spend on a future purchase.
Can I use the Gift card in a store?
Gift cards can only be used on our official online store OOF WEAR and are not spendable in shops.
How can I check the balance of my Gift card?
PYou can check the balance of your gift card by contacting our Customer Service at customercare@oofwear.com or +39 041.8380055 or Customer service is available Monday to Friday, 9 to 1pm and 2.30pm to 6pm
How long is my Gift Card valid?
The validity of the Gift Card is 12 months. The expiry date is also specified in the email you received. If the gift card credit is not spent by the expiry date, it will not be refunded, in accordance with the regulations. For more information, please contact our customer service.
Can Gift Card-purchases be refunded?
Refunds relating to a return of items purchased with a Gift Card will be made by issuing a parvalue promocode to be spent in our digital store.