How do I make a return?

I wish to withdraw: You have 14 days from receipt of your order to exercise your right of withdrawal, and 28 days from delivery to return the item to us physically.

The product is damaged upon delivery: You have 3 working days from delivery to report any anomalies or damage to your order. Specific reservations must also be made to the carrier upon receipt of the parcel.

Item(s) missing from the parcel: You have 3 working days from delivery to report any missing items to us. Specific reservations must also be made with the carrier upon receipt of the parcel.

Important: Without specific reservations communicated within the aforementioned time frame, we will unfortunately be unable to provide any compensation or cover the damage observed.

Return costs: Return costs depend on the reason for your request.

• If the return is at your initiative (e.g. exercising your right of withdrawal or an error in your order), you are responsible for the return shipping costs.

• However, if the return is due to an error on the part of Ouikeep, the return shipping costs will be covered by us, provided that the request is made within the time limits mentioned above.

Refund: Your order will be refunded within 14 days of receipt and verification of your return by our services. If the return is at your initiative (e.g. exercising your right of withdrawal or an error in your order), the delivery costs will not be refunded.

How do I exchange or return an item?

1. Log in to your customer account and go to the ‘My order history and details’ section.
2. Go to the relevant order and click on ‘Details’.
3. Select the product(s) to be returned and the quantity.
4. Describe your return request (if you wish to ship the parcel using your own carrier, please specify this).
5. Click on ‘Return a product’ to confirm your request.

Next steps in the process

• Once our teams have confirmed your request, you can arrange for a carrier to return the item to us.
• Carefully prepare your parcel, include the invoice, and hand it over to the carrier.

Thank you for your trust. Our team remains available to assist you with the process.
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Here is an illustration of the process to follow to make a return: