1. I have placed an order but have not yet received an order confirmation email, what should I do?
Please first check whether you have entered your correct email address.
The order confirmation is always sent to the email address that you provided when placing your order or that you used to log into your customer account.
If the email address is correct, please check whether the order confirmation may have ended up in your spam filter.
If you cannot find your order confirmation there, please contact our SUPPORT.
2. How long does a delivery take?
We strive to pass orders on to our shipping partner as quickly as possible. Of course we are bound to its quick delivery. However, if everything goes smoothly as always, your package should arrive with a delivery time of 3-4 working days.
Exceptional cases such as delivery abroad differ from this.
3. How does package tracking work?
You can track the path of your package at any time using package tracking. You will receive the tracking number created for your order and the corresponding link by email on the day of shipping.
Here you can track the delivery status of your order at any time.
The tracking number only becomes active once the package has been scanned by the parcel service. So if it is not active yet, please be patient.
4. What can I pay attention to so that the delivery goes smoothly?
In order to guarantee smooth and fast delivery, we ask you to note the following points:
- Be sure to provide your delivery address in full.
The following applies: name, street, house number, postal code, city, country
- Specify a delivery address where someone will be on site to receive the package immediately. For example, you can also provide the address of your place of work or a neighbor or acquaintance if you are not at home on the expected delivery date.
- To track your package. This means you can see right away when your package will be delivered and you will be informed straight away if there are any delivery problems.
5. I would like to return an item, how do I do it?
You have a 14-day right of withdrawal. You therefore have the opportunity to exchange or cancel your order within 14 days of receiving the goods.
To exercise your right of withdrawal, you must announce the withdrawal via our returns portal and use the returns label available there.
Please only use the returns portal provided by OLA KALA to return your goods!
Click here to go to the returns portal.
6 . The product delivered is damaged or not the correct item, what now?
If you find products in your order that are damaged, do not work as intended or do not correspond to the products you ordered, we ask you to notify us by email and to announce the return via our returns portal and the return label available there to use.
Click here to go to the returns portal.
Please only use the returns portal provided by OLA KALA to return your goods!
In the case of a damaged or incorrect product, we ask you to take pictures of the damaged/incorrect product and send them to support@olakala.de along with a description of the damage to send.
We will take care of the problem immediately and try to find a solution.
