Order cancellation
All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, please contact us within 12 hours.
Refunds
We want you to shop with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure your customers will receive a purchased item on time and as described.
Our highest priority is to make you happy, so everyone who shops on owleys.com receives the following guarantees:
- full or partial refund if the product is not as described;
- full refund if the product wasn’t delivered (I.e. the shipping company received the product from us, but did not deliver it to the customer).
Please note that if the product is delivered according to the tracking of the shipping company, we cannot issue a refund. In this case, try contacting the shipping company.
Full refunds are not available under the following circumstances:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address);
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster, etc.).
All our products are backed with 30-day money-back guarantee. Just send us a message on Contact Us page or contact us at support@owleys.com and we will refund the purchase price.
How do refunds, returns, and exchanges work?
- In case your report a damaged or incorrect product, you are required to submit photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.
- If the product packaging is damaged but the product itself is intact, you must submit a claim to the shipping carrier directly.
- Missing order / missing product: in case a package is delivered (based on the tracking number update), but you claim that you did not receive the item, you must submit a claim to the shipping carrier directly.
If you experienced any of the above scenarios, report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.
How to request a return or exchange?
Please contact us to help you process and complete all the necessary steps. Do not send the item back to us without first contacting us and receiving feedback from us! Here we’ve put together all the steps to make the process easier for you:
- In the event of a return or exchange request, contact our support team via email at support@owleys.com and include the evidence if required.
- After your order return or exchange is approved, you ship the product back to our warehouse at the following address: 15795 Rockfield #G, Irvine, CA 92618, USA. You either do it with our label or at your own expense.
- You ship the product and provide us with a tracking number.
- Once we receive the package, we process a refund or ship a replacement to the original payment method. Please note that it takes up to 7 business days to process a refund or ship a replacement after receiving the package back to our warehouse.
If you have any questions, please don’t hesitate to contact us at support@owleys.com!
