Ohpolluy Customer Service Policy

At Ohpolluy, we strive to make every step of your shopping journey—from browsing our womenswear to post-purchase support—smooth, reassuring, and tailored to your needs. This policy outlines our commitment to serving you, so you can shop with confidence and focus on finding pieces that make you shine.

1. Order & Shipping Inquiries

Order Tracking: Once your order ships, you’ll receive an email with a tracking number and link to monitor delivery progress. If you don’t receive this email within 2 business days of placing your order, or if tracking shows no updates for 3+ days, please contact us at [email protected] with your order number (found in your confirmation email).
Shipping Delays: We work with reliable carriers to ensure timely delivery, but delays may occur due to weather, logistics, or peak seasons. We’ll proactively notify you of any unexpected delays, and our team is available to help resolve issues (e.g., missing packages) within 1-2 business days of your inquiry.

2. Returns & Exchanges

We want you to love your Ohpolluy pieces as much as we do. If a garment doesn’t fit, or isn’t what you expected, we offer flexible returns/exchanges under the following terms:

Eligibility: Items must be returned within 30 days of delivery, in unused, original condition (tags attached, no stains, odors, or alterations), and with the original packaging. Final-sale items (marked “Non-Returnable” on product pages, e.g., limited-edition styles or clearance) are excluded.
How to Request: Email [email protected] with your order number, the item(s) you wish to return/exchange, and the reason (e.g., “size too small,” “color mismatch”). We’ll respond with a pre-paid return label and step-by-step instructions.
Refunds & Exchanges: Refunds are processed to your original payment method within 5-7 business days of us receiving and inspecting returned items. For exchanges, we’ll ship your new size/color for free (if in stock) once we confirm the return.

3. Sizing & Fit Support

We understand finding the perfect fit is key to loving your womenswear. To help:

Our product pages include detailed size charts (with bust, waist, hip measurements) and fit notes (e.g., “runs slightly small—we recommend sizing up”).
If you’re unsure about sizing, email [email protected] with your measurements (bust, waist, hips) and style preferences—our team will share personalized recommendations to help you choose the right size.

4. Product Issues & Quality Assurance

All Ohpolluy garments are crafted with premium fabrics and strict quality checks. If you receive a defective item (e.g., loose stitching, fabric flaws, incorrect style/color), please contact us within 7 days of delivery with:

Your order number
Photos of the issue (clear shots of the defect and product tags)
A brief description of the problem

We’ll offer a free replacement, full refund, or store credit (your choice) at no extra cost, and cover all return shipping fees for defective items.

5. Contacting Our Team

Our customer service team is here to help Monday-Friday, 9:00 AM–6:00 PM (local time, e.g., EST/CET). You can reach us via:

Email: [email protected] (we aim to respond within 24 business hours)
Order Notes: For follow-up questions about an existing order, reply directly to your confirmation or shipping email—we’ll link your inquiry to your order for faster resolution.

At Ohpolluy, your satisfaction is our priority. We’re here to listen, resolve issues, and ensure your experience with our womenswear is as wonderful as the pieces you choose. Thank you for trusting us with your wardrobe.