FAQ

Most frequent questions and answers

In the online store, payment can be made with: Payment with payment cards via the Stripe payment system. Stripe ensures maximum transaction security. Credit card authorizations are carried out in real time with immediate verification of data from banks. Payment is possible with the following: Mastercard, Visa, American Express, Diners, Maestro (if the payer’s Maestro payment card allows this), ApplePay etc.

The reasons why the credit card payment was not finalised successfully can be varied. Potential reasons include: data entry error, insufficient credit card balance, invalid or blocked card, missing identification, or technical error on our part. For security reasons, the name and address of the payer must be the same as the name and address of the card owner. If the details of the payer on the account and the person on the payment or credit card do not match, the provider reserves the right to cancel the order. After confirmation of receipt of the order, it is not possible to change the content of the order or of the final amount of the order, except in exceptional cases with the approval of the provider.

Registration is not necessary as you may shop as a guest as well. However, registered users have certain advantages. These are:

  • As a registered customer, you will be able to make quicker and easier selections in the future. Your address will be saved, and you will not have to re-enter it when placing a new order.
  • As a registered customer, you have the option of reviewing the summary of all previous orders and their status. This way you can check if your payment was received, if your parcel was shipped, etc.
  • Upon logging in, a single click is enough to apply to the Oduduwa Europe e-newsletter, which allows you to stay on top of upcoming events, new publications, e-shop offers, posts, and our newsletter via e-mail.

After received order and payment, Oduduwa Europe Shop sends you an invoice in pdf format to your’s e-mail address. The invoice contains a breakdown of the price and all costs related to the purchase, as well as a notice of the right to withdraw from the contract. The buyer is obliged to check the correctness of the data. We do not take into account objections made later regarding the correctness of the issued invoices.

You can cancel the order if the product has not yet been shipped. You do that by informing us via the contact form as soon as possible. Write in the text box that you want to cancel your order. If the parcel has already been shipped and you reject it later, incurred delivery costs are your responsibility, meaning that the costs of delivery are paid by you. In such a case, when you cancel the order and return products, we refund your money.

You can change the delivery address if your parcel has not yet been shipped. Inform us of the changed address via the contact form and enter the new delivery address into the text box. If the parcel was already sent, you receive a message from the delivery service to your phone/e-mail address, and you have to contact them to change the delivery address.

The confirmation e-mail sometimes winds up in the spam folder! If you fail to locate it there, it is possible that a wrong e-mail address was entered upon registering or placing the order. You may contact us via the contact form.

After logging in to your user account (My Account in Footer), you can review or edit your data, such as your address or password. If you want to change your e-mail address, write to us at shop@oduduwaeuropeshop.com.

The delivery time for the European Union for items in stock is usually 7-14 working days. In Slovenia, the delivery time for items in stock is usually 2-5 working days. If an item is not in stock in our central warehouse, the delivery time for the entire order is extended. 

Shipping costs are calculated and listed on the order and the invoice for issued goods. You pay the shipping costs together with the price of the order.

If you want to check the status of your order, you can do so through My Account. Also the shipment confirmation sent to you includes a link for tracking the shipment. Once the delivery service receives the package, an SMS message will be sent to your number containing a link for tracking the shipment. This allows you to know at all times where your shipment currently is and when it will be delivered to you. If you fail to receive an e-mail or an SMS message, reach us through the contact form.

Prior to the delivery, you receive an e-mail and an SMS message informing you that the delivery service received the parcel and that it is on its way. If there are any complications with the delivery, the delivery service calls you to arrange for the collection of your parcel. If you are not at home, the delivery service leaves a notification of the arrival of the parcel with contact data and information on where to collect your parcel.

If you do not receive the parcel within the outlined delivery time frame and your package was shipped, check the location of the parcel using the parcel tracking number sent to you by the delivery service. If this fails to help, please contact us via the contact form.

Please use the contact form to send us information on the missing item. If we determine that an incomplete parcel was shipped, we will send the missing item as soon as possible and cover the delivery cost.

Please use the complaint e-form to send as much information as possible about the damaged item (including a description, photos, and videos). Expect to receive our response within 1-2 working days. 

Please use the complaint e-form to send as much information as possible about the damaged item (including a description, photos, and videos). Expect to receive our response within 1-2 working days.

You can arrange the return via the withdrawal return form. The return is possible within 14 days after receiving the parcel as long as the product is packaged in the original, undamaged packaging and has no visible signs of use. If the product was used, shows signs of use, or was damaged after delivery, we cannot issue a refund. Return delivery costs are NOT covered by the company AKCS d.o.o.

It is possible to exchange a product for the same product in a different size, but only under the following conditions:

The product returned by the consumer must be unused, undamaged, in the original packaging, and in unchanged quantity. The goods must not be worn, washed, or tailored to one’s personal needs in any way. If the goods are damaged, dirty, without the original packaging, or if signs of wear are visible (on the inside or outside of the product), the provider reserves the right to reject the return.

The consumer does not have the right to withdraw from the contract when the subject of the contract are goods that were made in accordance with the consumer’s specific instructions or tailored to the consumer’s personal needs, when the subject of the contract are goods that are not suitable for return due to their very nature, and when the subject of the contract are goods that are highly perishable or past their expiry date. It is impossible to return or exchange personalised clothing as well!

The consumer must return the product to the seller undamaged and in the quantity supplied, unless the product has been destroyed, damaged, lost, or reduced in quantity through no fault of the consumer. The consumer must not freely use the products until the withdrawal from the contract. The consumer has the right to review and test out the products to the extent that is necessary to determine the actual state of the products. The consumer is liable for any diminished value of the products resulting from the handling other than what is strictly necessary to establish the nature, characteristics, and functioning of the products.

Damaged products cannot be returned.

You can arrange the return of the products via the size exchange e-form.  When returning products, you must enclose a completed withdrawal return form. Return delivery costs are NOT covered by the company AKCS d.o.o.

Send the products to the address:

AKCS d.o.o.  
P. P. 229
SI-1236 TRZIN 
EU-SLOVENIA 
EUROPE 

Do not forget to attach the withdrawal return form, which you fill in.

If your country is not on the shipping list, please contact us using the contact form.