Questions on orders and returns

How long will it take for my order to arrive?

We ship with UPS. Delivery takes two to three working days.

Although we try to get your order to you as quickly as possible, it may take two to four working days until we can transfer the package to UPS. So, it will take between four and seven working days from when we receive your order until you receive the products.

Odlo does its utmost to meet the stated delivery times. However, Odlo is not liable for any delivery delay, irrespective of the causes.

How can I find the status of my order?

As soon as the order leaves our stock, we will e-mail you a tracking number. On the UPS website you can find the exact location of your package using this number.

What if I’m not at home when the package is delivered?

Someone has to sign for the package. If you aren’t there when UPS brings it, they will leave a note in your mailbox. At the top of the note is the delivery date and whether it was the first, second or last try. If UPS doesn’t find you home on the third try, they will keep the package for five days at the nearest UPS centre for you to pick up. After that they’ll return it to the sender.

How do I return an item?

If a product does not meet your expectations, proceed as follows:

IF ORDERING ON A CUSTOMER ACCOUNT
  1. Log on to www.odlo.com with your username and password.
  2. Click on ‘Return order’.
  3. You will need to tell us the following:
    1. Select the article and quantity you are returning
    2. Indicate whether you want a replacement or a refund
    3. Select a reason for the return
    4. If you want a replacement, enter the new size and/or colour
    5. If you are returning more than one product, click on ‘Add return items’
  4. After you have entered all the items you are returning, click the ‘Submit’ button at the bottom.
  5. Now click ‘Print’ and add the printout to your return shipment.

Send the products at your own risk to:

Odlo Logistik GmbH, Returns, Christenfeld 11a, 41379 Brüggen

Return shipping costs must be paid by you. To fall under our satisfaction guarantee, products must be returned within 14 days after receipt.

As soon as we receive your return shipment, we will send the replacement items or refund your purchase. In case of replacement, you are responsible for paying for shipment of the returned articles to us, while we pay for shipment of the replacements to you.

IF ORDERING AS A GUEST
  1. Send an e-mail with the subject line ‘Return guest order’ to our customer service (customerservice@odlo.com) with the following information:
    • Order number (starts with UK...)
    • For each article you want to return:
      • Item number, colour and size
      • Number of items you are returning
      • Reason for the return
      • Type of return (replacement or refund)
      • If you want a replacement, enter the size and/or colour you want
  2. As soon as we have processed the return request, we’ll send you an e-mail with a return form attached. Print and fill out the form and add it to your return shipment.

Send the products at your own risk to:

Odlo Logistik GmbH, Returns, Christenfeld 11a, 41379 Brüggen

Return shipping costs must be paid by you. To fall under our satisfaction guarantee, products must be returned within 14 days after receipt.

As soon as we receive your return shipment, we will send the replacement items or refund your purchase. In case of replacement, you are responsible for paying for shipment of the returned articles to us, while we pay for shipment of the replacements to you.

One or more products in my order are defective. What should I do?

Our products are subject to careful quality control. But it is still possible that there are hidden defects that only become apparent in use. If you receive a defective product, call or e-mail our customer service: 

customerservice@odlo.com

Can I cancel or change my order after I’ve placed it?

Once your order is complete and paid for, it goes to our warehouse system. At that point it is unfortunately no longer possible to make changes to the order.
So, before completing your order, we recommend that you recheck the shipping address and articles (size and colour).

What are the shipping costs?

Shipping costs are GBP 10.

What countries does Odlo deliver to?

On this website you can order products for delivery to the United Kingdom. On our other webshops you can place orders for the following countries:

Germany

Austria

France

Belgium, Luxembourg and the Netherlands

I need more information

If you have a problem or questions, e-mail our customer service:

customerservice@odlo.com