Customer Service image

Customer Service

CUSTOMER SERVICE

We are here to help you in ay way we can. For all enquiries regarding buying online, styling advice, finding a product of just to feedback on your experience please email customerservice@odlo.com or phone us on 0800-102328.

OUR OPENING HOURS

Monday - Friday:         08:00 - 20:00 (CET)
Saturday:                      09:00 - 12:00 (CET)
with the exception of public holidays

Our Customer Service team does the best to respond to all enquiries within 48 hours. We thank you in advance for your patience.

Returns Address

When returning any orders for a refund, please forward to the below address:

Odlo Trading AG
Retouren E-Commerce
Bösch 47
6331 Hünenberg
Switzerland



FREQUENTLY ASKED QUESTIONS

SHIPPING & DELIVERY


If you order until 11:00 (CET), we will ship your order on the same day (except weekends and public holidays). We ship with Swiss Post and the delivery takes two to three business days.

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


We deliver free of shipping costs within Switzerland.


The minimum order value is 20 CHF.


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

  •     – Austria
  •     – France
  •     – Belgium, Luxembourg and Netherlands
  •     – Germany
  •     – Norway
  •     – Italy
  •     – Spain
  •     – United Kingdom
  •     – Rest of EU
  •     – United States


As soon as the order has left the ODLO warehouse, you will receive a tracking number from us by e-mail. Live tracking allows you to track your package online at any time. Note: It can take up to 24 hours for the tracking information to be visible via the parcel delivery service.

If a status remains unchanged for a longer period of time or the package has not been delivered within the specified period, please contact Swiss Post directly or us (customerservice@odlo.com) (stating the tracking number).


If you are not at home when Swiss Post delivers your parcel, you will receive a collection invitation. Collect it from your local post office within the specified time or choose an alternative that suits you.

Note: The parcel cannot be collected from the post office until the following day.


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).


RETURNS

Send the products at your own risk to:

Odlo Trading AG
Retouren E-Commerce
Bösch 41
6331 Hünenberg
Switzerland

Return shipping costs must be paid by you. To fall under our satisfaction guarantee, products must be returned within 30 days after receipt. As soon as we receive your return shipment we will refund your purchase.


PAYMENT


Odlo accepts the following payment methods:

  •     – Visa
  •     – Mastercard
  •     – American Express
  •     – PayPal
  •     – Invoice

Payment will only be performed if you authorise the relevant credit card company or PayPal to do so. If payment is rejected, Odlo reserves the right to cancel the order and halt dispatch of the products. In this case, you will be contacted by Odlo as soon as possible.


After payment for the order, this is verified by our payment portal Adyen and accepted by the bank. Once this process has been concluded without any issues, the amount will be charged to your credit card immediately (except debit cards).


If your payment is refused, first check whether all credit card details are correct. If it still doesn’t work, please contact your credit card company or our Customer Service team (customerservice@odlo.com).


This option is available to you if it has been possible to verify you by means of a check by our payment partner Payolution. If it has not been possible to offer payment on invoice, this may be for various reasons, over which Odlo has no influence whatsoever. The only option that is then available to you is to use one of the other means of payment listed. We ask for you understanding on this matter.


For one thing, the invoice is sent to you by email, together with the order confirmation. However, you can also find the invoice if you log into the customer account and select the order history under ‘My Profile’ . This takes you directly to you order overview. Then click on the "Order details" button for your desired invoice. All information for this order now appears on the page that opens. Here you can download and print your invoices. You only receive the delivery note upon delivery.


If you withdraw from this contract, we must refund to you all payments that we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you selected a form of delivery other than the cheapest standard deliver offered by us), immediately and no later than within fourteen days from the day on which we receive the notification of your withdrawal. For this refund, we use the same method of payment as you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged fees on account of this refund. We can refuse the refund until we have received the goods back from you or until you have provided evidence that you have sent back the goods, whichever occurs earlier. You must hand over or return the goods immediately to

Odlo Trading AG
Retouren E-Commerce
Bösch 41
6331 Hünenberg
Switzerland

and in any case within no more than within fourteen days. The deadline shall be deemed to have been met if you dispatch the goods prior to the expiration of the fourteen-day deadline.


During the ordering process, the data is encrypted via SSL protocol and transmitted to our partner Adyen. You hereby agree that this data for completing the order is transmitted to an Adyen company (head office in the Netherlands, branches in the USA, Brazil, Singapore, etc.).


QUESTIONS ABOUT MY ACCOUNT


By opening a customer account you benefit from the following advantages:

  •     – TRACK YOUR ORDER:
           View details about your order and track its progress.

  •     – FAST CHECKOUT:
           Your information will be securely saved for faster checkout next time you order.

  •     – GET EXCLUSIVE OFFERS:
           Opening an account and subscribe to our newsletter to receive exclusive offers and
           decide what type of communication you would like to receive from us

  •     – SAVE YOUR INFORMATION:
           You can keep an order history detail of your orders


Creating an account is easy. Just fill out the form here 'to register' and enjoy the benefits of being a registered customer.

Please check your e-mail address before completing registration; this e-mail address must be valid in order for Odlo to send you information and contact you on that address.


If you already have a customer account, click 'here' to log in.


You can click on ‘Forgot your Password?’ and enter your e-mail address. You will then be sent an e-mail with a new password, which, of course, you can change.


Go within your customer account to ‘My Profile’. There you can change your surname, first name, e-mail address and date of birth.


You can add, change or delete addresses under 'Adress Book'. If you want to add a new address, click on "create new address" above, fill in the form and click on “apply”. To change an address, click on "edit" and then on "update". To delete the address, click "delete".

You can define an address as the default address. This is automatically selected as the address when you place an order, so that the checkout process is faster.


Go to the homepage and enter your e-mail address in the field ‘Sign up for our newsletter’. Then click ‘Register’. You will now be sent the latest information and can take advantage of our great offers.

Under subscription preferences in ‘My Profile’ you can tell us your interests so that we can send you relevant newsletters.


The subscription settings refer to the newsletter you subscribed to when you registered. The subscription settings can be found under ‘My Profile’.

You can define which sports activities and products you are interested in and how often and about what you would like to receive a newsletter. You can also tell us your birthday so that we can surprise you on that day.


Go to the bottom of the newsletter you have been sent and click ‘Unsubscribe’ in the footer. As soon as you have done this, you will stop receiving the newsletter.

If you no longer wish to receive the newsletter, you can also unsubscribe from the newsletter in the subscription settings under ‘My Profile’.


Contact our Customer Service team and request that your data is deleted: customerservice@odlo.com


When you visit the Odlo website, information may be automatically saved on your computer. This is done in the form of what are known as ‘cookies’ or a similar file that assist Odlo in a number of ways, for example to establish the preferences of the visitors to the Odlo website and to improve the Odlo website. Most browsers enable cookies to be deleted, their installation prevented or a warning generated before a cookie is installed. You can find further information on this in the browser instructions.


BRAND STORES & OUTLET


If you are looking for one of our stores, please use our Store Locator.


PROMOTIONS & CAMPAIGNS


During sales, promotions or public holidays, delivery may take more time than usual. Odlo always strives to meet these delivery times. We will inform you of any deviations on a daily basis during the ordering process when selecting the parcel delivery service.

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