1. Order processing
Orders placed on the OGANILA website are carefully prepared once payment has been confirmed.
Order processing usually takes 24 to 72 business hours. This timeframe is indicative and may vary depending on product availability and order volumes.
2. Minimum order
The minimum order value on OGANILA is €18.00, excluding delivery charges.
3. Delivery charges
Delivery charges are calculated according to the total order value, as follows :
- For orders between €18.00 and €34.99, delivery costs €6.90.
- For orders of €35.00 or more, delivery is free.
The applicable delivery charges are displayed before the order is finally confirmed.
4. Delivery areas and times
OGANILA delivers to the countries available during the checkout process.
Delivery usually takes an estimated 6 to 10 business days after dispatch. This timeframe is indicative and may vary depending on the destination, the carrier and any logistical constraints.
The stated delivery times do not guarantee delivery on a specific date. In the event of an unusual delay, customers may contact OGANILA for information about their order.
5. Order tracking
When a tracking number is provided by the carrier, it is sent to the customer so they can follow the progress of their parcel.
Customers are advised to check that the delivery details entered when placing their order are accurate to help ensure successful delivery.
6. Customs duties and additional charges
For deliveries within the European Union, Switzerland and the United Kingdom, customers should not incur customs duties or additional import-related charges, in accordance with OGANILA’s delivery arrangements.
The amount displayed at checkout is the amount payable by the customer, with no subsequent additional charges relating to customs formalities for these destinations.
7. Right of withdrawal
Where customers are entitled to a statutory right of withdrawal, they may generally exercise this right within 14 days of receiving the products, subject to the provisions and exceptions laid down by the applicable legislation.
To exercise this right, customers must inform OGANILA of their decision to withdraw by sending a clear statement by email to hello@oganila.com within the applicable period.
Products may be handled to the extent necessary to establish their nature, characteristics and functioning. Customers may be held responsible for any reduction in value resulting from handling beyond what is necessary.
Certain products may be excluded from the right of withdrawal, including sealed products that cannot be returned for health protection or hygiene reasons once unsealed after delivery, under the conditions provided by applicable law.
8. Returns procedure
Before returning any product, customers are advised to contact OGANILA at hello@oganila.com, providing their order number and the reason for the return request.
The return instructions will then be provided to facilitate the processing of the request.
Products should be returned with their accessories and, wherever possible, their original packaging. Customers are advised to package items carefully to minimise the risk of damage during transport.
The absence of the original packaging alone cannot remove a consumer’s statutory rights.
9. Return costs
Unless otherwise required by law, the direct costs of returning products when exercising the right of withdrawal are borne by the customer, provided this information was communicated before the order was placed.
If a product is defective, damaged or does not conform to the order, customers are invited to contact OGANILA so that their request can be reviewed in accordance with applicable warranties and statutory rights.
10. Refunds
Where the right of withdrawal is validly exercised, OGANILA will refund the amounts due within the time limits set by applicable legislation.
Refunds are generally made using the same payment method as that used for the original order, unless the customer expressly agrees to another method that does not incur additional costs.
Where permitted by applicable law, OGANILA may withhold the refund until the products have been received or until the customer has provided proof that the products have been sent back, whichever occurs first.
Refunds relating to defective or non-conforming products are handled in accordance with the consumer’s statutory rights.
11. Damaged parcels, missing items or defective products
Upon receipt of an order, customers are advised to check the condition of the parcel and its contents.
If a parcel is damaged, an item is missing or a product appears to be defective, customers are advised to contact OGANILA promptly at hello@oganila.com, providing their order number and, where possible, photographs showing the issue.
This helps OGANILA process the complaint efficiently without limiting the customer’s statutory rights.
12. Contact
For any questions concerning delivery, order tracking, returns or refunds, customers may contact OGANILA using the following details:
OGANILA
Lionel Stebler
Rue de Lorette 35
2900 Porrentruy
Switzerland
Email: hello@oganila.com