FAQ

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Can I cancel my order?

Unfortunately, it is not possible to cancel or change your order. Once you have placed your order, we are already processing it. If you want to add additional products, you can place a new order.

Do you want to cancel? After receiving your order, you can return it to us.

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Once we have transferred your order to the carrier, you will receive an email with the Track & Trace information. Please note that the sender will be Surlogic. After the carrier receives your order, you can track it using the Track & Trace link provided in the email.

My order is on delivery but I haven't received anything.

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If you have not yet received your order, we advise you to contact your neighbors first, as deliveries are sometimes left with them. Also check if a delivery notice was left in your mailbox with details about the delivery. Please note that some deliverers do not leave a message, but you can also check the Track & Trace code, which you received by email, to verify the status and location of your order.

If the package is not with your neighbors and the Track & Trace code indicates that delivery has taken place, the delivery driver may have marked the delivery as completed, but the delivery has not yet been fully completed. If your order has still not been received by the next day, please contact us at klantenservice@oemaayah.com. Our team will assist you further and resolve the issue as soon as possible.

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We make every effort to deliver your order as soon as possible. For standard delivery within the Netherlands and Belgium, the delivery time is 1-2 business days after receipt of order confirmation. For deliveries within Europe, we have a delivery time of 3-7 business days.

Click for RETURNS FORM

You may return your order up to 14 days after the delivery date. Please make sure the products are returned unworn, undamaged and with the tags in the original packaging.

Returns must be notified via the RETURNS FORM This is a requirement. After you have notified the return, you will receive a return label. Please note that you are responsible for the return costs. You will also receive a confirmation email. Please note! This confirmation email must be printed out and attached to the package. Without this confirmation our returns department cannot trace who the package came from, so the return cannot be processed.

Please ask the carrier for a return receipt and keep the Track & Trace code until we have received and processed your return.

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Where can I find the return form?

Please use the form available at this link (click here) to submit your return request. Please note that this is a required part of the return process.

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What are your return conditions?

You have 14 calendar days after receiving your package to register a return. Also, you must actually return the items within 14 days of the return notification.

Please use the form available at this link. to submit your return request. Please note that this is a required part of the return process.

The customer is responsible for the cost of returning the items.

Returned items must be clean, unworn and in original condition, including tags and packaging.

Keep the track & trace code of your shipment as proof of shipment. This is necessary for any investigations into missing returns.

Is it possible to merge different orders when returning?

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For a smooth return experience, please do not merge deliveries of different order numbers into one package. Merge only selected items from the same order into one package, regardless of delivery. If you do return multiple orders together in one package, it will be refused because it does not meet the conditions. Our returns portal is linked to the order number of one order.

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We do not charge a return fee for defective, incorrect and/or damaged items. Returning these items is then free of charge. We ask you to register your return through our return portal and follow the steps of our return policy. In case of an incorrect product, please add photos and all relevant information to your return notification.

You will cover the return cost. After we receive your return, we will assess the situation. If it turns out that you have received a defective or wrong item, we will refund the return costs.

RETURN FORM

The return address will be provided after you have made the return notification and paid the shipping cost. Please note that return notification is a mandatory part of the return process.

Have you received my returned package yet?

After creating your return, you have received a confirmation email. The link in this email will allow you to access your returns portal, where you can track all updates regarding your return.

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When will I be refunded?

Once we receive your return, we will process it within 14 days. After that, it may take up to 5 business days for the paid amount to appear in your account. You will receive the amount via the same payment method you used, and the refund will be carried out by MOLLIE.

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Email: klantenservice@oemaayah.com

We aim to respond to your inquiry within 3 business days.

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