ORDER PROCESSING & DELIVERY TIMES

INTERNATIONAL ORDERS

All international orders are processed within 5 - 7 business days.

International shipping outside Colombia and the US has a flat rate cost of USD 20 for orders under USD 300. Shipping rates over USD 300 are complimentary.

Orders are shipped Monday to Friday excluding holidays.

Delivery times vary depending on the country of destination, usually between 5 - 10 business days from the shipping day.

Same-day delivery is currently unavailable for international orders.

Once your order has been placed, you will receive a confirmation email with all the details of your order. Once the order is processed and ready to ship, another email will be sent directly from our shipping partner, DHL, with a tracking number and estimated delivery date.

In the case of any delays or issues regarding your order, you will be notified by email.

We do not deliver to PO Box or Freight Forwarder addresses. Orders to these addresses will be cancelled.

Orders with multiple items may be shipped in different deliveries. You will receive multiple shipping confirmation emails.

We currently ship to Mexico and the US. If you live in another country and are interested in our clothes, please contact us at info@oucollection.co.

ORDERS WITHIN COLOMBIA

All national orders are processed within 3-5 business days. All orders are made-to-order.

Orders within Colombia have a flat rate of USD 5.

Orders are shipped Monday to Friday excluding holidays.

Delivery times may vary depending on the city of destination, usually between 5 - 7 business days from the shipping day.

Same-day delivery is currently unavailable, but you can contact us directly at info@oucollection.co or call us at +57 324 4375150 to arrange in-store pick-up if the item is available in our store in Cartagena.

Once your order has been placed, you will receive a confirmation email with order information and details. Once the order is processed and ready to ship, another email will be sent directly from our shipping partner, which may vary depending on the destination, with a tracking number and estimated delivery date.

In the case of any delays or issues regarding your order, you will be notified by email.

We do not deliver to PO Box or Freight Forwarder addresses. Orders to these addresses will be cancelled.

Orders with multiple items may be shipped in different deliveries; you will receive multiple shipping confirmation emails.

SHIPPING PRICES

International shipping flat rate: USD 20 for orders under $300.

Orders within Colombia: USD 5.

CURRENCY, DUTIES & TAXES

All product prices indicated and payments made on the International site are in USD currency.

All taxes and/or duties are included in Mexico and US orders.

For international orders, duties and taxes are calculated based on the items ordered, your shipment destination, and the value of your purchase. These are not added to your order total in the checkout and must be paid upon arrival of the shipment to the destination country.

OÙ Collection is NOT responsible for any duties and/or taxes.

This charge is determined by your local customs authority.

Consult with your local authorities and customs office regarding costs, minimum amounts, payments, and more.

ITEM AVAILABILITY

All items are made to order on a basis, so kindly check dispatch dates on specific product descriptions. Some items take between 3-5 business days to produce, process, and ship.

If you want an item that appears Sold Out on the website, contact us immediately at x to verify if the item is available in one of our stores or if it can be made by our production team. We will notify you by email as soon as possible.

CHANGES TO YOUR ORDER

If you require any changes to your order, including incorrect address details and/or item sizing, contact Customer Service immediately at info@oucollection.co.

If your order has already been processed and shipped out, OÙ Collection accepts no responsibility for incorrect details entered. However, you may proceed and request a return or exchange within the first 3 days upon arrival to change incorrect items.

Shipments that are rejected by the receiver will result in the clients incurring redirection fees. OÙ Collection reserves the right to cancel any order after purchase.

ORDER DETAILS & PAYMENTS

Order details are available in order confirmation emails and in your Account for clients who were logged in when placing their order. Alternatively, contact Customer Service via email info@oucollection.co for all Online Store and order enquiries.

The following payment methods are accepted on the Online Store: credit card (Visa, Mastercard, American Express), PayPal, and PSE for orders within Colombia.

Transaction processing for is based in Colombia; if your order is from another country, your bank may apply international transaction fees.

SALES POLICY

Final sales are final; no returns or exchanges accepted.

Gift cards are final sale and have an expiration date of 3 months.

Sales in pop-ups or physical stores are not valid online and vice versa. OÙ Collection and Stores do not offer sale price adjustments or any form of price matching.

RETURNS & EXCHANGE POLICY

To request a refund or exchange, you must email us at info@oucollection.co with the order number to request the Returns & Exchanges form to fill out and send back within the first 3 days upon order arrival.

All returns and/or exchanges must be requested within 3 days upon receiving the merchandise and sent back within 7 days. Items returned outside their respective period will not be accepted.

Personalized/Custom items cannot be returned nor exchanged. These items are final sale.

The client may request a prepaid shipping return label to us through Customer Service, which will be deducted from the refund or utilize the transportation carrier of preference, in this case, send us the tracking number.

All requests are processed within 3-5 business days upon arrival back to our warehouse. Once processed, you will receive an email with all shipping and tracking information.

If you wish to return an item, OÙ Collection does not refund any money, taxes, and/or duties paid at the time of customs entry when the order was originally shipped. Contact your local customs office to obtain your tax refund.

OÙ Collection is not responsible for any shipping charges nor duties that may incur by Colombian authorities upon the entrance of the merchandise back to Colombia or the US.

OÙ Collection is not responsible for any loss and/or damages occurred when returning items back.

Items must be in their original condition (including labels) and must not have been worn, altered, or washed. Items must not have been used in photography shoots, Instagram posts, online, commercially, or for personal gain. All packaging shipped with your order must be returned.

Once items are received in our warehouse, our fulfillment team will process the refund in a gift card/voucher or exchange within 3 to 5 business days and reserves the right to accept or deny if items don’t meet the requirements above. If these don’t meet the requirements, the client will be informed by email and items sent back.

Once processed, you will receive a confirmation email and gift card/voucher number to utilize in future purchases.