FAQ's
• WHEN WILL MY ORDER SHIP?
Orders normally take 1-5 business days to process. This does not include transit time. For more information, please contact our customer service regarding the status of your order: care@omolara.ca
• HOW CAN I TRACK MY ORDER?
We offer tracking on all shipments. You will receive an email from us with tracking once your order has been shipped. Please kindly allow a maximum of 7 days for your tracking number to be updated after you receive your shipping confirmation via email.
• CAN I MODIFY OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
We start working on your order as soon as we receive it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed, so make sure all information is accurate before ordering. In the event where your order has shipped, and you are not satisfied, visit our Return Policy to see how we can help.
• I CREATED AN ACCOUNT AND CANNOT SEE MY ORDER.
Please note that any order placed prior to creating an account will not appear on your account. Only orders placed after the account has been created will be visible. Should you require any information on an order that is not appearing on your account; please feel free to email us at care@omolara.ca
• MY ORDER SAYS SHIPPED BUT I TYPED IN MY ADDRESS INCORRECTLY.
Please contact care@omolara.ca immediately within 24 hours of placing your order, we cannot guarantee that we will be able to make the necessary adjustments.
All orders that have been shipped to an incorrect address will be the customer’s responsibility. The customer will have to submit a new order.
OMOLARA will not be responsible for packages and/or additional fees that are associated with shipment to an incorrect address.
• HOW DO I MAKE A RETURN/EXCHANGE?
Please note that you have a 30-day time from when you have received your order to contact us at care@omolara.ca
When returning an item to OMOLARA kindly provide us with a tracking number for our preference and to speed up the process. For returns/exchanges, customers are responsible for returning the item(s) at their own expense.
• LOST/UNKNOWN CAUSES IN SHIPPMENT.
Packages that are either stolen, lost or undelivered are NOT our responsibility. If your packages do not arrive within or after the estimated delivery date, then you should contact the courier used to deliver your package to explain the situation and provide them with your tracking number.
Please also be aware that there may be rare occurrences where customs may delay the transit time of some packages.
• HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY REFUND ON MY CREDIT CARD?
You will see your refund within 2-5 business days from the processing date. However, depending on your financial institution, it could take up to 10 business days for your funds to be reflected in your statement.
• CAN I RETURN AN ITEM PURCHASED ON SALE?
Please note that all sale items are FINAL SALE and cannot be returned.
• WILL I BE REFUNDED FOR ANY ADDITIONAL FEES?
Custom/International fees; the receiver of the package is responsible if any of these fees occur on your credit card statement. Please refer to our Duties and International fee policy under “shipping and Delivery” for further information.
OMOLARA is not responsible for any additional fees that your country may charge for importing goods, and it is the sole responsibility of the customer to pay any additional custom fees.
Bank institution fees: OMOLARA does not charge any bank fees (e.g., international bank fees) nor collect any of these fees, any additional fees charged by your bank are to be paid by the customer. If you notice any unusual bank charges, we suggest contacting your credit card company for further information.
Packaging your returned item; we do not ask our customers to purchase new components (e.g., new delivery box, or shipping accessories) from their transportation company to ship an item back, as we are not responsible for shipping packages fees. Please try to use the original shipping box/bag and material.
• WHY IS MY DREDIT CARD INFORMATION NOT BEING ACCEPTED?
It is important that the billing address you entered on your order matches the one on your credit card statement. Please note that we only accept Visa, Mastercard, or Amex.
• WHAT DO I DO IF I RECEIVED A DAMAGED ITEM?
Please contact customer service within 24 hours of receiving the defective item by emailing us at care@omolara.ca
• I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?
In the rare scenario that you receive a different product, we want to resolve any issue with incorrect items immediately. Please contact us at care@omolara.ca with the order number and the correct item’s name and number.
• MY PACKAGE WAS RETURNED TO THE SENDER, WHAT DO I DO?
Once your package(s) are received and processed at our warehouse, we will try to contact you to reship the order. If we do not get an answer within the next 24 hours prior to reshipment, a refund will be issued. To avoid having the package return to the sender again, we encourage you to track your order very closely to make sure your availability matches the arrival date.
Please note that the customer is responsible for the cost of reshipping the order.
• IS THE ITEM I WANT GOING ON SALE SOON?
Although we cannot provide information regarding future promotions or sales, you can be the first to find out when a promotion or sale is launched by signing up for our OMOLARA newsletter.
• HOLIDAY RETURN POLICY.
All full priced items purchased between November 1st and December 24th are eligible for exchange only up until January 15th.
No refunds. No refunds or exchanges on Black Friday, December 26th, or December 27th.
Orders normally take 1-5 business days to process. This does not include transit time. For more information, please contact our customer service regarding the status of your order: care@omolara.ca
• HOW CAN I TRACK MY ORDER?
We offer tracking on all shipments. You will receive an email from us with tracking once your order has been shipped. Please kindly allow a maximum of 7 days for your tracking number to be updated after you receive your shipping confirmation via email.
• CAN I MODIFY OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
We start working on your order as soon as we receive it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed, so make sure all information is accurate before ordering. In the event where your order has shipped, and you are not satisfied, visit our Return Policy to see how we can help.
• I CREATED AN ACCOUNT AND CANNOT SEE MY ORDER.
Please note that any order placed prior to creating an account will not appear on your account. Only orders placed after the account has been created will be visible. Should you require any information on an order that is not appearing on your account; please feel free to email us at care@omolara.ca
• MY ORDER SAYS SHIPPED BUT I TYPED IN MY ADDRESS INCORRECTLY.
Please contact care@omolara.ca immediately within 24 hours of placing your order, we cannot guarantee that we will be able to make the necessary adjustments.
All orders that have been shipped to an incorrect address will be the customer’s responsibility. The customer will have to submit a new order.
OMOLARA will not be responsible for packages and/or additional fees that are associated with shipment to an incorrect address.
• HOW DO I MAKE A RETURN/EXCHANGE?
Please note that you have a 30-day time from when you have received your order to contact us at care@omolara.ca
When returning an item to OMOLARA kindly provide us with a tracking number for our preference and to speed up the process. For returns/exchanges, customers are responsible for returning the item(s) at their own expense.
• LOST/UNKNOWN CAUSES IN SHIPPMENT.
Packages that are either stolen, lost or undelivered are NOT our responsibility. If your packages do not arrive within or after the estimated delivery date, then you should contact the courier used to deliver your package to explain the situation and provide them with your tracking number.
Please also be aware that there may be rare occurrences where customs may delay the transit time of some packages.
• HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY REFUND ON MY CREDIT CARD?
You will see your refund within 2-5 business days from the processing date. However, depending on your financial institution, it could take up to 10 business days for your funds to be reflected in your statement.
• CAN I RETURN AN ITEM PURCHASED ON SALE?
Please note that all sale items are FINAL SALE and cannot be returned.
• WILL I BE REFUNDED FOR ANY ADDITIONAL FEES?
Custom/International fees; the receiver of the package is responsible if any of these fees occur on your credit card statement. Please refer to our Duties and International fee policy under “shipping and Delivery” for further information.
OMOLARA is not responsible for any additional fees that your country may charge for importing goods, and it is the sole responsibility of the customer to pay any additional custom fees.
Bank institution fees: OMOLARA does not charge any bank fees (e.g., international bank fees) nor collect any of these fees, any additional fees charged by your bank are to be paid by the customer. If you notice any unusual bank charges, we suggest contacting your credit card company for further information.
Packaging your returned item; we do not ask our customers to purchase new components (e.g., new delivery box, or shipping accessories) from their transportation company to ship an item back, as we are not responsible for shipping packages fees. Please try to use the original shipping box/bag and material.
• WHY IS MY DREDIT CARD INFORMATION NOT BEING ACCEPTED?
It is important that the billing address you entered on your order matches the one on your credit card statement. Please note that we only accept Visa, Mastercard, or Amex.
• WHAT DO I DO IF I RECEIVED A DAMAGED ITEM?
Please contact customer service within 24 hours of receiving the defective item by emailing us at care@omolara.ca
• I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?
In the rare scenario that you receive a different product, we want to resolve any issue with incorrect items immediately. Please contact us at care@omolara.ca with the order number and the correct item’s name and number.
• MY PACKAGE WAS RETURNED TO THE SENDER, WHAT DO I DO?
Once your package(s) are received and processed at our warehouse, we will try to contact you to reship the order. If we do not get an answer within the next 24 hours prior to reshipment, a refund will be issued. To avoid having the package return to the sender again, we encourage you to track your order very closely to make sure your availability matches the arrival date.
Please note that the customer is responsible for the cost of reshipping the order.
• IS THE ITEM I WANT GOING ON SALE SOON?
Although we cannot provide information regarding future promotions or sales, you can be the first to find out when a promotion or sale is launched by signing up for our OMOLARA newsletter.
• HOLIDAY RETURN POLICY.
All full priced items purchased between November 1st and December 24th are eligible for exchange only up until January 15th.
No refunds. No refunds or exchanges on Black Friday, December 26th, or December 27th.