Frequently Asked Questions
Everything you need to know about your order, shipping, returns, and customer support.
π Shipping
Do you offer free shipping?
Yes. We offer FREE shipping on orders delivered within Poland.
How long does delivery take?
Orders are normally processed within 1β2 business days. Once shipped, delivery typically takes 5β8 business days.
Which carriers do you use?
We use trusted postal and courier services. The carrier may vary depending on your location, parcel size, and logistics availability, and is normally shown in your tracking information.
Do you ship internationally?
We currently offer shipping within Poland. If additional destinations are enabled, they will appear during checkout with the applicable delivery options.
How can I track my order?
Once your order ships, youβll receive shipping or tracking information where tracking is available.
What if I entered the wrong shipping address?
Please contact us immediately at support@oulani.com. Once an order is processed or shipped, we cannot guarantee that an address change will be possible. If the parcel is returned, weβll contact you about reshipment.
β©οΈ Returns & Refunds
What is your return policy?
We offer a 30-day commercial return policy. In addition, consumers buying online in Poland generally have a statutory 14-day right to withdraw from the contract after receiving the goods, subject to legal exceptions.
How do I start a return?
Email us at support@oulani.com with your order number. Weβll provide return instructions and, for eligible returns within Poland, a return shipping label.
Are there items that cannot be returned?
Statutory exceptions may apply to certain goods, including clearly personalized products, rapidly perishable goods, and certain sealed hygiene goods after opening. Discounted items still retain statutory consumer rights.
How do exchanges work?
For a standard exchange, the simplest process is usually to return the original item and place a new order once appropriate. Defective or non-conforming goods remain covered by statutory remedies.
When will I receive my refund?
For a statutory withdrawal, refunds are made within the legal deadline, generally no later than 14 days after we are informed of the withdrawal, subject to the permitted right to wait for the returned goods or proof of return. Other approved commercial returns are refunded as soon as reasonably possible after inspection.
My item arrived damaged β what do I do?
Contact us promptly at support@oulani.com with your order number and photos of the damaged item and packaging. Weβll help arrange the appropriate remedy.
What legal guarantee applies to faulty goods?
Consumer goods sold in the EU are generally covered by a minimum two-year legal guarantee of conformity. These rights are separate from our 30-day return policy.
π¦ Orders
Can I modify or cancel my order?
Contact us as soon as possible at support@oulani.com. Once an order has been processed or shipped, operational changes may no longer be possible. Any statutory right of withdrawal remains unaffected.
What payment methods do you accept?
Available payment methods are displayed at checkout and may include major credit/debit cards and other payment services supported by the store.
π Privacy & Security
Is my personal information safe?
We use reasonable security measures and secure checkout technology to protect personal data. Please see our Privacy Policy for full details and your GDPR rights.
Do you use cookies?
Yes. Essential cookies may be used to operate the site. Other cookies for analytics, personalization, or advertising are subject to applicable law and your cookie/privacy choices.
Still have questions? π¬
Our team is happy to help!
π§ support@oulani.com
π +48 787 589 234
π Monday β Friday: 9:00 AM β 6:00 PM (Europe/Warsaw)