Return & Exchange
At Ouah, each piece is prepared with care.
Return and exchange requests are reviewed on a case-by-case basis and in
accordance with the policy below.
Non-Returnable / Non-Exchangeable Items
- Gift cards and e-vouchers
- Sale items
- Items purchased using vouchers or gift cards
- Underwear, lingerie, and swimwear (including one-piece swimsuits and
swimwear sets) - Products bundled with underwear or intimate garments
- Items that are no longer in their original condition, including:
- Items with tags removed or missing
- Items returned without original packaging
(box, bag, card, complimentary gifts, etc.) - Items showing signs of wear or use, including perfume, smoke,
deodorant, or body odor - Items with stains, marks, or damage caused by cosmetics, deodorant,
self-tanner, or similar substances
Ouah does not offer returns, exchanges, or refunds for subjective reasons,
including but not limited to:
- Change of mind after purchase
- Personal preference
- Dissatisfaction with the style
- Incorrect size selection
- Dissatisfaction with appearance, expectations, or personal fit preferences
Size Exchange Policy
Vietnam Orders
Size exchange requests must be submitted within 3 days of successful delivery.
This size exchange policy does not apply to international orders.
Eligibility for Size Exchange
- The item must be unused, undamaged, and in its original condition.
- All original tags, labels, and packaging must remain intact.
- The item must not fall under the Non-Returnable / Non-Exchangeable
Items list. - Proof of purchase is required.
- We may request try-on photos or actual garment measurements to
assist with the evaluation process.
Conditions
Original shipping fees and a 10% processing fee are non-refundable.
This fee helps cover
payment processing, packaging materials, and order
preparation costs that are incurred once
an order has been placed.
All return shipping costs and any related fees (shipping, import/export
taxes, customs duties,
etc.) are the customer's responsibility.
Each item is eligible for one (1) size exchange only.
Product Value Difference Policy
( Unavailable Size Exchange)
- If the exchanged item is of higher value, the customer must
pay the difference. - If the exchanged item is of lower value, the difference will not be refunded
to the original
payment method.
The remaining balance may be:
- Applied toward applicable shipping fees associated with
the exchange request. - Issued as a store credit (e-voucher) for future purchases.
- Each item is eligible for one (1) exchange only.
- Store credit is non-refundable and cannot be exchanged for cash.
Import Duties (International Orders)
Import duties and taxes are mandatory and are the
customer's responsibility.
After the order is placed, Ouah will contact the customer via email
to confirm the customs
declaration value and estimated duties.
If the customer chooses not to proceed after customs duties have been
confirmed, the order
may not be eligible for a refund. Store credit
may be issued instead.
Additional Notes
If the requested item is unavailable, we will contact you to arrange:
- An exchange for another item
- An e-voucher
- Provide an estimated restock timeline
Exchange items will be shipped only after the returned item has been
received and inspected.
We reserve the right to refuse any return that does not comply
with our policies.
Refused items will be sent back to the customer, and shipping costs must be
paid in advance.
Defective Items Policy
If you receive a defective or damaged item, please notify us within the
following timeframe:
- Within 3 days from the date the order is marked as delivered (applicable to
both Vietnam and
international orders).
All claims relating to defective items must be accompanied by a clear and
continuous unboxing video for review.
If the item is confirmed to have a manufacturing defect or was incorrectly shipped, Ouah will
provide support according to the policies below:
For Vietnam Orders
Ouah will send a replacement item and cover all related shipping costs.
For International Orders
Ouah will refund the product value once the case has been
reviewed and confirmed as
eligible for support.
Any approved refund will typically be processed within 10 business days
after approval.
Please note that the actual time required for the funds to appear in your
account may vary
depending on your bank or card issuer.
We will notify you by email once your request has been reviewed
and approved.
If more than 15 business days have passed since your refund was approved
and you have not
received the funds, please contact us at:
dearest@ouahbella.com
