FAQ - FREQUENTLY ASKED QUESTIONS

Delivery

All information on the delivery of your parcels.

We deliver all over the world, mainly in Europe, Asia and North America (USA, CANADA). Depending on the location, delivery costs vary. This is all calculated at checkout.

We offer Standard Delivery with tracking in 5 to 7 days. Our products come directly from our warehouses in Europe.

You WILL NOT PAY customs fees .

All our items are dispatched within 1-3 working days from our various warehouses/factories in Europe. Delivery is then made via Colissimo 48/72 working hours for France and for the rest of Europe.

All our packages have a tracking number . Our packages are delivered by your local post office once delivered by our warehouses. After delivery of the parcel, La Poste is responsible for it and manages its flow independently.

Delivery OUTSIDE Europe : ( America , Asia , Oceania and Africa ): Delivery takes between 1 to 2 weeks. Shipping costs at €14.90 and delivery between 2 to 3 weeks for the DOM-TOMs.

Delivery is free from 85€ of purchases. Below 85€
in your basket, it is €4.90 for the Europe zone and €14.90 for
the rest of the world.

More information

Some good pointers.

Tracking is available 2-3 days after shipment. You can EITHER:

Track the package on our website by clicking here

Track the package on the official website of La Poste for France by clicking here

You can track your parcels on the site of your local post office ( Swiss Post , Bpost , etc.)

To know :

If your order includes
several articles, it is possible that you receive several packages depending on the storage location in our different warehouses in Europe. You only pay once for delivery (below €85), or
nothing (above 85€, with the exception of the zone outside Europe).

If you entered a wrong
address and the parcel does not return to us, we are not responsible for this and reimbursement will not be possible in the event that your parcel is not returned to us. If it comes back to us, a refund deducting the price of the delivery according to your area will be given to you. A return is possible only if you contact our after-sales service (payment for postage will be requested).

If the package is returned to us or you have not picked it up at the post office or relay point within the time allowed, you must contact us for a return package. We will charge you the delivery cost, the cost will be different depending on your area.

Payments

All the information concerning the means of payment.

Your security is our priority : our site only offers
secure and guaranteed safe, verifiable means of payment
with your browser's HTTPS certificate.


We accept :
Credit Cards, Debit Cards and VISA

Our online payment services:
Paypal, Stripe & Shopify Payments

Your bank or card details will NEVER be shared with us. All payments are protected through our
128-bit SSL encrypted payment processor, Stripe or Shopify Payments. We do not accept checks or hand delivery.

Returns, Exchanges and Refunds

All the information necessary for returns, exchanges and refunds.

To make a return, here are the different steps:

To benefit from a return, please fill out our form first and send it to us by scan/pdf at info@ouzosan.fr. Caution ! Certain promotional items are not eligible for returns unless it is a defective item.

First, you must meet certain conditions. Returns are accepted within 14 days of receipt of the package. All returned products must be in perfect condition , including labels and/or packaging .

Download the return form by clicking here. (don't forget before opening)

Returns are accepted within 14 days of receipt of the package and if they also meet our conditions below.
All returned products must be in perfect condition , labels and/or
packaging included. The return costs are your responsibility and
refundable only under certain conditions (see after-sales service ). To benefit from a return, please fill out our form first and send it to us by scan/pdf at info@ouzosan.fr. Caution ! Some promotional items are not
eligible for returns unless it is a defective item.

Depending on the item and the reason, a refund of the return costs may be made (defective items, error on our part or other reasons communicated to the after-sales service , etc.).

The exchange is possible within 14 days of receipt of your package, you must return the order to us in perfect condition , labels and/or packaging included and we will send you back the exchange item. To do this, contact our after-sales service who will explain the procedures to you. After the 14 days, this is no longer possible.

Unfortunately no. All items that have left our warehouse
are permanently sent and cannot be changed. However, you can request an exchange or return. Contact our after-sales service .

Refunds can take up to 14 working days before
to arrive on your initial means of payment, according to the system of
payment on purchase. Usually it only takes 1-3 days. If 14 days have been exceeded, contact our after-sales service .

Other tips

A few other possible questions.

If you haven't received an email confirming your purchase, check your spam first. Add the address info@ouzosan.fr in your contacts on your e-mail box. If you placed an order via PayPal, complete these steps with your account.

If none of these solutions work, contact our after-sales service via our contact form with your full name, order number (if you have the number), address and city of delivery and we will help you resolve the problem as soon as possible.

Sometimes our emails may end up in your junk mail or be blocked by Hotmail or Outlook, we ask that you check your spam before contacting us.

No, only one promo code can be used at a time. Whether it's an ambassador code, or a promotional code!

We make your purchases as easy as possible.

  • Select the desired product(s) and your size if necessary.
  • Click "add to cart".
  • Click on the bag-shaped icon at the top right (your "basket") to finalize your purchases.

We also offer you the possibility of creating an account in order to
make this process even easier (and access your information) for future times.

There is no minimum quantity required and all our deliveries are free from €85 (Europe zone only), whether it is a single item or several items. If you wish to order in large quantities, send us an e-mail to info@ouzosan.fr with the subject "PARTNERSHIP" or via our contact form.

During working hours, 7 a.m. to 7 p.m., our team gives you 30 minutes before starting the treatment of a
order (only during working days).

You have this time to contact us via our "CONTACT" form if an error has been made or a change must be made! Our team will do their best to meet your needs.

With our secure delivery and partnerships , OUZOSAN |ウーゾさん will help you find your package in case of loss. It is possible that a package takes longer to be processed or delivered, you can precisely follow the progress of the latter on our site .

If you think there is a problem, contact us via our form . There
satisfaction of our customers is our priority.

OUZOSAN |ウーゾさん ships its products worldwide legally. No customs tax is possible for a country belonging to the EU. However, the buyer is responsible for their country's import taxes to international, we disclaim all responsibility and do not
do not reimburse these costs. Contact our after-sales service to report this tax.