Frequently Asked Questions

Online Ordering

Can I place an order by telephone?

No, we do not take orders on the telephone.

Can I place an order by email?

No. All orders must be placed online through our website.

Do I have to create an account to place an order?

No. You do not need to create an account to place an order. Once you have put all of your items in your shopping bag, select ‘Guest Checkout.’ Please note that placing an order using ‘Guest Checkout’ will not allow you to track the status of your order online.

How do I change my account details?

To change your account details, go to My Account, and sign in to your account using your email address and password. Click ‘Account Details’ and update your details and remember to ‘Save Changes’.

What do I do if I have forgotten my password?

To reset your password, please visit My Account, select ‘Sign in’ and ‘Forgotten Password.’ You will be asked to enter your email address and answer a memorable security question. An email will be sent with a new temporary password.

Can my order be gift wrapped and/or include a gift message?

We do not currently offer gift cards or gift messages. All orders are packed within the box, the items are packed in tissue and, where relevant, shipped with a garment bag, a dust bag, or a box.

How will I know that Oujeer has received my order?

Once you have placed an order, we will send you an order acknowledgment email. Please contact the customer service with your order details if you do not receive this email.

If an item is out of stock, can I be notified when it becomes available?

No. If an item is listed as out of stock it is no longer available to purchase. For selected items, you can place a pre-order or back-order.

Can I pre-order any items before they come into stock?

Yes. At certain times during the year, selected items from the new season collection will be available for pre-order up to four weeks prior to dispatch from our Distribution Centre. To keep informed about the launch of the new season collection, please subscribe to our regular newsletter.

What is a pre-order?

Pre-order items are selected items from our new season collection that are available for order up to four weeks prior to dispatch from our Distribution Centre. Pre-order items will have an estimated dispatch date shown on the product details page. Please note that this is an estimated date and actual delivery may be earlier or later. Once pre-order items are added to ‘your basket,’ they will also be marked at checkout with the estimated dispatch date. Pre-order items will be authorized for payment at the time they are ordered. Full payment will be charged upon dispatch. You will receive an email from us when the item is dispatched from our distribution center. Please note that we can only accept payment by credit or debit card for pre-orders.

What is back-order?

Back-order items are items that we are awaiting delivery of into our Distribution Centre. Back-order items will have an estimated dispatch date shown on the product details page. Please note that this is an estimated date and actual delivery may be earlier or later. Once back-order items are added to ‘your basket,’ they will also be marked at checkout with the estimated dispatch date. Back-order items will be authorized for payment at the time they are ordered. Full payment will be charged upon dispatch. You will receive an email from us when the item is dispatched from our distribution center. Please note that we can only accept payment by credit or debit card for pre-orders.

What is a Contact to Order?

During the season a selection of products will be available to purchase through our online special order service. Products are clearly marked on the product details page as ’contact to order’. These items are not available to purchase directly online but through our Customer Service team.

By clicking on the ‘contact to order’ button on a product detail page you will be directed to complete an online form. Our Customer Service team will call or email you to confirm stock availability, estimated delivery date, payment and returns policy.

It may be necessary for you to visit an Oujeer store to ensure that the correct size for a special order is ordered. Click here to view a full list of our stores.

Is shopping online with OUJEER secure?

Yes. Our site features state-of-the-art security systems to encrypt your payment details, making it virtually impossible for them to be read over the Internet. For full details, see our Privacy Policy.

How do I find out more information about an item(s)?

We include as much information as possible within the product page for each item. On each product page, there is a complete description and a number of tabs which include detailed information about the fabric composition, care instructions, country of origin, and exact dimensions. We also show the product in great detail through images with a full zoom option. If there is any further information that you require about an item(s) please contact Customer Service.

How do I know what size to order?

To check which size to order please refer to our size charts. Detailed product information is listed on each product page and can assist in giving a sense of fit. If you are still unsure which size to order please contact Customer Service for guidance.

How do I pay for my order?

Payment can be made using the following credit or debit cards: Visa, Mastercard, Amex. You can also pay via Paypal.

Can I cancel my order?

Yes. All orders can be canceled at any time before they are dispatched. Typically, all in-stock items will be dispatched within 24 hours of order confirmation. It is not possible to cancel an order after an item is dispatched. You can check the status of your order online at any time using My Account. Sign in to your account and click the ‘Order’ tab. To cancel an order please contact our Customer Service team.

How do I check the status of my order?

You can check the status of your order online at any time using My Account. Sign in to your account and click the ‘Order’ tab. All orders placed will be shown with the newest order first. Select the order that you wish to view to see the full details.

Shipping

What are the delivery charges?

Please see here for the current shipping charges.

How much will I be charged in import taxes and duties?

We deliver to the following countries on a DDP (Delivery Duty Paid) basis: US and Canada. This means all import duties/customs taxes and local sales taxes are calculated and included in your final checkout payment. Applicable duty will be displayed once all the shipping information has been entered.

When will I receive my order?

Please click here for the latest delivery times

We aim to ensure that all orders pass through customs as quickly as possible, but we cannot be held liable for any orders held in customs.

Where does Oujeer deliver?

New delivery destinations have arrived! Oujeer now serves over 100 countries worldwide. To see where we deliver to please view our Shipping Destinations.

Can I collect my order in store?

No, we do not have a physical store.

Can I track my order?

Yes. Once your order is dispatched from our Distribution Centre, you will receive an email with order details, payment confirmation, and a tracking link. Click the link to track the status of your parcel. The status of your order will also be updated in My Account. Sign in to your account and click ‘order’ to check status. If you require any further assistance please contact our Customer Service team.

Do you ship to multiple shipping addresses?

No. We can only ship your online order to one location. Please place separate orders for multiple delivery addresses.

Does Oujeer deliver to Post Office Boxes, Military Bases, or Freight Forwarding Addresses?

No. We do not deliver to PO Boxes, Military Bases, or Freight Forwarding Addresses.

Can I change my address on an order I have placed?

Unfortunately, we are unable to change the address on an order already placed. However, if your order has been placed within 24 hours it may be possible to cancel it and replace your order using another address. Please contact Customer Service to find out more.

My order has been damaged on delivery, what should I do?

If your order has been damaged on delivery, please contact our Customer Service team within 48 hours of delivery.

Returns

How quickly do I need to return an item(s)?

A returns authorization request to return a full-price purchase must be submitted within 14 days of receipt of the order.

How do I return an item(s) I’ve ordered online?

Returns are simple and complimentary. For details on how to complete a return please visit our returns section.

Are there any item(s) that I cannot return?

Unless faulty, we are unable to accept returns on the selected item(s) that are made to order.

Can I exchange an item(s)?

Yes. Please visit our returns and refunds page for further information. Please note we can only exchange for a different size of the same product/style.

Customer Service

How do I contact Oujeer Customer Service?

Please visit our Customer Service page for full contact details.

How do I take care of my Oujeer item(s)?

We include as much information as possible within the product page for each item. On each product page, there is a complete description and a number of tabs which include detailed information about the fabric composition, care instructions, country of origin, and exact dimensions. If there is any further information that you require about an item(s) please contact Customer Service.

Where can I have Oujeer items repaired?

Please contact Customer Service for further advice.

How do I unsubscribe from your newsletter?

To unsubscribe from our newsletter Visit My Account, sign in, select ‘Account Details’, ‘Email Settings’ and then select ‘Unsubscribe’, remember to ‘Save Changes’. You can also unsubscribe by clicking on the unsubscribe link in our newsletter.