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.

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Frequently asked questions

Delivery FAQ

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.

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

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. 

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.

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.

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.

To see if we ship to your country please consult our delivery info table HERE.

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.

You can contact our customer service team. Provide your order number to allow us to track your parcel. 

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.

You can contact our customer service team. Provide your order number to allow us to track your parcel. 

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.

The product prices on our website are shown including 21% (Dutch) VAT. 

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.

Returns and refunds FAQ

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. 

  • 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. 
  • 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:

  1. 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.
  2. 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.
  3. 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.
  4. 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. 

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:

  1. 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.
  2. 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.
  3. 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.
  4. 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. 

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.

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.

Absolutely!

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.

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.

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.

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.

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.

Order issues
We want to sort out any issues with faulty items straightaway.

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
If you want to send something to someone as a gift then you can use their address as the delivery address for your order. We don’t offer a gift wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a warning so they know to expect a parcel!

In the unlikely event that there’s a problem with the order, we won’t be able to discuss any details with the recipient of the parcel. We can only discuss order with the person who placed the order. 
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.

If an item is missing, please contact us with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

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.

Your tracking link will be able to provide up to date information on the status of your order. If your estimated delivery date has passed and you haven’t received your order, please contact us so we can help you further.
If you need to return items to us from different orders then you can send them back to us in one parcel. However, both orders must have been placed using the same OGY account.
 
When returning your items, make sure that you include a separate returns note in your parcel for each order you are returning to us. If you no longer have the returns note that was included with your delivery, please contact our customer support. We will send you a new one that you can print off. Just fill in the details including the order number and items you are returning to us so our Returns Team can deal with your return as quickly as possible.

Please contact our customer care, so we can send you an e-mail with the invoice. 

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.

Stock and waitlist

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.

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.

We’re really sorry if you’ve received an email saying one or more of the items you’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.

Payments

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.

Has your order been successfully completed? Then we will debit the amount from your account.

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.

Of course! Contact us and send an email, we are happy to help you!

Privacy and security

Our customer’s privacy is important to us; read all about our PRIVACY POLICY.

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.

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.

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