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FAQ
Try looking through our Frequently Asked Questions. If you still can’t find what you’re looking for, feel free to contact us and we’ll be happy to help.
There are two shipping options available: standard, and express. Standard delivery is free shipping worldwide. Express shipping with DHL Express is available worldwide for an additional fee.
As long as an item is still in its original condition, we accept returns. There is a different return fee for each country we ship too. You can find these rates in the return table shown HERE.
When we’ve received your return, we will refund the total amount minus the shipping costs of the return.Â
- Register your return at our online return portal HERE.
- Attach your return label and returns note, lost your returns note? CONTACT OUR CUSTOMER CARE.
- Leave the package with the selected shipping carrier.Â
- Remember to save your proof of postage receipt.
Done! We’ll send you a return confirmation email as soon as your return is registered, and then proceed to process your refund.  When we’ve received your return, we will refund the total amount minus the shipping costs of the return.
NOTE: Make sure the item(s) is in the same condition as it was upon reception, i.e. in the original packaging, with all labels and tags attached. If the item returned is not in sellable condition, you won’t be refunded for your return. If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return.
If you wish to return an item and you are located in Norway, Switzerland, Monaco, or the United Kingdom, please note that you can do so at your own expense within 14 days after your package has been delivered. Follow the steps below:
- Please notify us of your intention to return: Before sending your item back, kindly contact our customer service team by email. Please indicate your name, email address, and order number in your correspondence. You can reach us at mail@ogycollection.com and we will respond within 24 hours on business days.
- Await return instructions: Once we have received your return request, we will provide you with the specific address of our warehouse to which you should send your return. Please do not send any items back until you receive this information.
- Prepare your return: Ensure your item is securely packaged for the return journey. Remember, you are responsible for the item until it reaches our warehouse in satisfactory condition.
- Send your return: After you’ve received the warehouse address from us, you can send your item back. Please keep your postal receipt and tracking number as proof of your return shipment.
Done! We’ll send you a return confirmation email as soon as we’ve received your return and proceed to process your refund.Â
NOTE:  Make sure the item(s) is in the same condition as it was upon reception, i.e. in the original packaging, with all labels and tags attached. If the item returned is not in sellable condition, you won’t be refunded for your return. If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return.
If you wish to return an item and you are located in United States, Canada, Australia, New Zealand or the United Arab Emirates, please note that you can do so at your own expense within 14 days after your package has been delivered. Follow the steps below:
- Please notify us of your intention to return: Before sending your item back, kindly contact our customer service team by email. Please indicate your name, email address, and order number in your correspondence. You can reach us at mail@ogycollection.com and we will respond within 24 hours on business days.
- Await return instructions: Once we have received your return request, we will provide you with the specific address of our warehouse to which you should send your return. Please do not send any items back until you receive this information.
- Prepare your return: Ensure your item is securely packaged for the return journey. Remember, you are responsible for the item until it reaches our warehouse in satisfactory condition.
- Send your return: After you’ve received the warehouse address from us, you can send your item back. Please keep your postal receipt and tracking number as proof of your return shipment.
Done! We’ll send you a return confirmation email as soon as we’ve received your return and proceed to process your refund.Â
NOTE:  Make sure the item(s) is in the same condition as it was upon reception, i.e. in the original packaging, with all labels and tags attached. If the item returned is not in sellable condition, you won’t be refunded for your return. If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return.
Our size chart is based on body measurements, not garment measurements. To find the best size for you, find the measurement on the size chart that is closest to your own. If you’re between sizes, we recommend ordering the smaller size.Â
PLEASE NOTE:Â Different fabrics, different model fits, and adjusting collections can all affect sizing. Our size charts are specific to each product and can be found on the product page under the description tab: Find the correct size.
We offer free standard home delivery worldwide. Need your order asap? Simply select the DHL Express delivery option during the checkout process. For full pricing details check out your country HERE.
To see if we ship to your country please consult our delivery info table HERE.
The product prices on our website are shown including 21% (Dutch) VAT.Â
For countries outside the European Union, additional costs may have to be paid. As the recipient of the order, you are liable for all import duties, customs and local sales taxes levied by your country of residence. Payment of this is necessary to release your order at customs upon arrival.
The final amount of your order is therefore exclusive of any additional costs that must be paid before you can receive your order.
If you refuse to pay the additional cost for your order, your order will be returned to OGY. Apart from the shipping and handling costs, we will refund the amount of your order to your account.
By law, OGY is required to state the correct payment price for orders shipped internationally. Any request to make changes to this will be denied.
Which shipping options are available?
There are two shipping options available: standard, and express. Standard delivery is free shipping worldwide. Express shipping with DHL Express is available worldwide for an additional fee.
When will my order be dispatched?
Have you placed your order before 2 PM (CET*) on a business day? Then your order will be shipped the same day. If you place your order after 2 PM (CET*), it will be shipped the next working day. As soon as your order is on the way, you will receive a shipping confirmation e-mail with a tracking number. Remember that the delivery may take longer during our sales periods.
*Central European Time
Where is my order?
We will keep you informed of your order status by e-mail, you will receive a notification when your package has been dispatched and you will receive a tracking code.Â
If you didn’t receive confirmation of your order right after you placed the order, something may have gone wrong during the online checkout. In this case, please contact us so that we can take a look with you.
One or more items from my order are sold out?
If you had the bad luck of items turning out to be sold out due to an incorrect stock balance, then unfortunately we will not be able to ship them to you when/if they are eventually restocked. You will be refunded for the cancelled items in the usual maner.
What are the delivery costs?
We offer free standard home delivery on orders over a certain value. Need your order asap? Simply select the DHL express delivery option during the checkout process. For full pricing details check out your country HERE.
Do you ship to my country?
To see if we ship to your country please consult our delivery info table HERE.
What should I do if my order hasn't been delivered yet?
If you have not received your parcel within ten working days and no delivery attempt notice has been left, please check the status and location of your order.
You will find the tracking link allowing you to track your order in the email received upon shipment of your order. You can also contact our customer service team.
What if the tracking number on my package does not work?
You can contact our customer service team. Provide your order number to allow us to track your parcel.Â
How can I track my order?
We will keep you informed of your order status by e-mail, you will receive a notification when your package has been dispatched and you will receive a tracking code.
What should I do if my package cannot be found?
You can contact our customer service team. Provide your order number to allow us to track your parcel.Â
Where can I find my order status?
We will keep you informed of your order status by e-mail, you will receive a notification when your package has been dispatched and you will receive a tracking code.
What about VAT and import duties?
The product prices on our website are shown including 21% (Dutch) VAT.Â
For countries outside the European Union, additional costs may have to be paid. As the recipient of the order, you are liable for all import duties, customs and local sales taxes levied by your country of residence. Payment of this is necessary to release your order at customs upon arrival.
The final amount of your order is therefore exclusive of any additional costs that must be paid before you can receive your order.
If you refuse to pay the additional cost for your order, your order will be returned to OGY. Apart from the shipping and handling costs, we will refund the amount of your order to your account.
By law, OGY is required to state the correct payment price for orders shipped internationally. Any request to make changes to this will be denied.
What is your return policy?
As long as an item is still in its original condition, we accept returns within 14 days after your package has arrived. There is a different return fee for each country we ship too. You can find these rates in the return table HERE.
When we’ve received your return, we will refund the total amount minus the shipping costs of the return.Â
How do I return an item from Europe?
- Register your return at our online return portal HERE.
- Attach your return label and returns note, lost your returns note? CONTACT OUR CUSTOMER CARE.
- Leave the package with the selected shipping carrier.Â
- Remember to save your proof of postage receipt.
Done! We’ll send you a return confirmation email as soon as your return is registered, and then proceed to process your refund.  When we’ve received your return, we will refund the total amount minus the shipping costs of the return.
NOTE: Make sure the item(s) is in the same condition as it was upon reception, i.e. in the original packaging, with all labels and tags attached. If the item returned is not in sellable condition, you won’t be refunded for your return. If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return.
How do I return an item from NO, CH, MC and UK?
If you wish to return an item and you are located in Norway, Switzerland, Monaco, or the United Kingdom, please note that you can do so at your own expense within 14 days after your package has been delivered. Follow the steps below:
- Please notify us of your intention to return: Before sending your item back, kindly contact our customer service team by email. Please indicate your name, email address, and order number in your correspondence. You can reach us at mail@ogycollection.com and we will respond within 24 hours on business days.
- Await return instructions: Once we have received your return request, we will provide you with the specific address of our warehouse to which you should send your return. Please do not send any items back until you receive this information.
- Prepare your return: Ensure your item is securely packaged for the return journey. Remember, you are responsible for the item until it reaches our warehouse in satisfactory condition.
- Send your return: After you’ve received the warehouse address from us, you can send your item back. Please keep your postal receipt and tracking number as proof of your return shipment.
Done! We’ll send you a return confirmation email as soon as we’ve received your return and proceed to process your refund.Â
NOTE:  Make sure the item(s) is in the same condition as it was upon reception, i.e. in the original packaging, with all labels and tags attached. If the item returned is not in sellable condition, you won’t be refunded for your return. If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return.
How do I return an item from US, CAN, AUS, NZ and UAE?
If you wish to return an item and you are located in United States, Canada, Australia, New Zealand or the United Arab Emirates, please note that you can do so at your own expense within 14 days after your package has been delivered. Follow the steps below:
- Please notify us of your intention to return: Before sending your item back, kindly contact our customer service team by email. Please indicate your name, email address, and order number in your correspondence. You can reach us at mail@ogycollection.com and we will respond within 24 hours on business days.
- Await return instructions: Once we have received your return request, we will provide you with the specific address of our warehouse to which you should send your return. Please do not send any items back until you receive this information.
- Prepare your return: Ensure your item is securely packaged for the return journey. Remember, you are responsible for the item until it reaches our warehouse in satisfactory condition.
- Send your return: After you’ve received the warehouse address from us, you can send your item back. Please keep your postal receipt and tracking number as proof of your return shipment.
Done! We’ll send you a return confirmation email as soon as we’ve received your return and proceed to process your refund.Â
NOTE:  Make sure the item(s) is in the same condition as it was upon reception, i.e. in the original packaging, with all labels and tags attached. If the item returned is not in sellable condition, you won’t be refunded for your return. If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return.
Have you received my return?
You will receive a return confirmation via email as soon as we have received your return. It may take up to 14 days for a return to be received and processed.
Can I return sale items?
Absolutely!
Can I exchange an item?
No. We do not technically exchange items. If you would like to exchange an item, we recommend you return the unwanted item(s) through the process described above. Then proceed to place a new order for the item in the size/color you want. No replacement will be sent to you automatically.
When will I receive my refund?
Your return must be approved in order for your refund to be completed. To do so, you must send the product(s) back (undamaged, in the original packaging and with all tags attached) within 14 days.
- Debit and Credit Cards, 1-5 working days (Mon-Fri). The refund will be transferred to the card used for payment.
- PayPal, 1-5 working days (Mon-Fri). The refund will be transferred to the same PayPal-account used for payment.
What should I do if my product is damaged?
We carry out numerous checks to guarantee the quality of our products. If, despite our vigilance, you observe a flaw, we apologise and invite you to contact our customer service team who will deal with the issue as quickly as possible.
What if I have not received the ordered product?
We carry out numerous checks to guarantee the quality of our products. If, despite our vigilance, you observe a flaw, we apologise and invite you to contact our customer service team who will deal with the issue as quickly as possible.
Warranty
Remember it is you, the customer, who is responsible for the return until we have received and registered it, so always save your deposit slip. It can sometimes take up to 14 days for a return to come to us and be processed at our store.
What do I do if I have received a faulty item in my order?
As soon as you discover a fault, please contact us with:
- The order number
- The faulty item’s name and number
- A description of the fault
Can I have items sent to someone as a gift?
I'm missing an item from my order, what do I do?
What should I do if my order hasn't been delivered yet?
Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. You’ll be able to get the latest updates on your order by clicking the tracking link in your shipping confirmation email.
Can I return more than one order in the same parcel?
How do I get my invoice?
Please contact our customer care, so we can send you an e-mail with the invoice.Â
Can I change or cancel my order?
Have you changed your mind, or do you want to cancel an order shortly after you placed the order? Please let us know as soon as possible by contacting our customer care. Unfortunately, once your order has already been packed and ready for shipment, we can no longer adjust or cancel your order.
Can I get an e-mail update when items are back in stock?
If a product is ‘out of stock’, you can leave your email on the product page. We will send you an email as soon as the product is back in stock.
When will I be notified when a product is back in stock?
You will receive an email from us as soon as we have entered the new stock on the webshop. We cannot guarantee how long these products will be in stock, so be quick!
As soon as the product goes ‘out of stock’ again and you have not yet completed the purchase, you have to leave your email on the product page again to receive a notification when this product is back in stock.
Why have I received an email saying the item I've ordered is out of stock?
Why did I receive the email?
When this happens, it means we thought we had stock of the item when you placed the order. However, when we went to pack your order up we realised we didn’t have the item available anymore. We are very sorry! We will refund your money and hope you leave your email on the product page so we can email you when this product is back in stock.
What are my payment options?
We accept Visa, MasterCard, Maestro, Paypal, Bancontact and Debit Card payments thru Ideal.
Please note: we do not accept credit card gift cards; we cannot split payments between credit cards. Please note orders are subject to review.
When will I be charged for my order?
Has your order been successfully completed? Then we will debit the amount from your account.
Does OGY have acces to my payment information?
No we don’t. We work with professional hosting, automatic software updates for our CMS and extra security settings and backups. HTTPS is set up for payments. We also do not store payment data other than anonymized data from Ideal and Bancontact, so that your important financial personal data is completely protected from the online environment.
OGY Sportswear will only receive an email when a payment has been successfully completed. This e-mail contains your first and last name, address, telephone number and e-mail address. Together with the total checkout amount for the order.
Can someone help me place my order online?
Of course! Contact us and send an email, we are happy to help you!
What is the privacy policy of OGY?
Our customer’s privacy is important to us; read all about our PRIVACY POLICY.
Does OGY have access to my payment information?
No we don’t. We work with professional hosting, automatic software updates for our CMS and extra security settings and backups. HTTPS is set up for payments. We also do not store payment data other than anonymized data from Ideal and Bancontact, so that your important financial personal data is completely protected from the online environment.
OGY Sportswear will only receive an email when a payment has been successfully completed. This e-mail contains your first and last name, address, telephone number and e-mail address. Together with the total checkout amount for the order.
Is ordering from OGY over the internet secure?
Yes, we have made arrangements to provide assurance that all information of customers who order online from us is securely protected.
We work with professional hosting, automatic software updates for our CMS and extra security settings and backups. HTTPS is set up for payments.
In addition, our ordering system is integrated with our website, so we store personal information for which we take security measures.