FAQ
Frequently asked questions and answers
Do you need help shopping in the Oui online shop? We have summarised the most frequently asked questions for you in the following overview. If you have any further questions, please feel free to contact our customer service via our contact form.
Orders
Is there a minimum order value?
No, you are not bound to a minimum order value at Oui.
How can I pay?
We accept payments with your preferred credit card (Mastercard or Visa), invoice, Amazon Pay, PayPal, or PayPal Express. Please note that payment by invoice is not always available.
Use of vouchers and promotion codes
Vouchers and promotion codes can be redeemed directly in the shopping cart. Please note the respective conditions. For technical reasons, only one voucher can be redeemed per order.
When is my invoice due?
In case of purchase on account the invoice amount is due within 10 days from receipt of the goods.
How can I add an item to my order later on?
Unfortunately, it is not possible to change or add items to your order later on. Please place a new order for any additional items.
Price changes after an order has been placed
On occasion, item prices may be reduced temporarily during promotions or if they are remnants. These price changes are determined on a case-by-case basis. When placing an order, the price displayed at the time of the order applies. Subsequent price changes cannot be applied to the ordered products.
Delivery
How much are the shipping costs?
The shipping costs are 4,95€ within Germany and for all countries outside of Germany the shipping costs are 6,95€.
When will I receive my order?
Normally you will receive your order after 3-5 business days. We will inform you about the shipment of your order by e-mail, you can also monitor the status via the tracking of the delivery service.
Where do you deliver?
For logistical reasons, we currently only delivery to the countries Germany, Austria, Belgium, Netherlands, France, Spain and Ireland. Please always use your residential address as the order address. If you would like us to send the goods to a different delivery address, please enter it under “Delivery address” in the corresponding category when placing the order. Please note that a different delivery address is not permitted when buying on account. PO boxes are not permitted.
When ordering, I am transferred to a different website, is that safe?
Yes, in this case it is a question of transfer to a secure server in order to provide particular security for your credit card or Paypal details. This is for the special security of your payment data. The registration data are not made known to Oui.
You can obtain further information from your credit card provider and/or PayPal.
Why do I have to provide my telephone number when placing an order?
The sole purpose of providing your telephone number is to enable us to contact you directly in the event of any queries.
Are all the items I see on the site actually available?
All items in the Oui Shop are constantly checked for stock and updated within seconds. This means that the products displayed are normally actually available. In exceptional cases it can happen that at the time of your order items were ordered at the same time and are then out of stock. In these cases a delivery of the article is no longer possible. If an order cannot be fulfilled due to a sell-out, we will of course inform you as soon as possible.
Are the items in my shopping cart reserved
Adding an item to the shopping cart does not mean that the item is reserved. We therefore recommend that you always complete your order as soon as possible. As soon as we process your order in the warehouse, you will receive an e-mail from us informing you about the items of your order that are actually available for delivery.
Returns
How can I return items?
For orders within Germany, you can return the goods within 14 days after receipt, free of charge and without giving reasons to the address below (Barth + Co Kontraktlogistik).
For orders outside Germany, we ask you to return the goods within 14 days after receipt, with a self-generated return label of the carrier of your choice to the address below (Barth + Co Contract Logistics). For returns from outside Germany, we do not assume any return costs.
For returns, please use the return slip that you received by e-mail or enclosed in the shipment. If you do not have the return slip at hand, you can contact our customer service.
And this is how you proceed with the return:
RETURNS WITHIN GERMANY
1) Preparation: Please fill out the return form and enclose it with the package.
2. packing: stick on the return label and make it ready for shipment.
3. return shipment: take the package to the nearest Deutsche Post branch or to a DHL partner store.
4. refund
As soon as we receive your return, you will be informed by e-mail about the amount of the credit. The refund of the returned amount will be made in the same payment method. Please note: Returned items must be unworn, in their original packaging and in perfect condition. Please keep the delivery bill as proof of your return until you receive your credit bill. Please always use the enclosed return slip, as this is the only way we can track your return. If you return your order by other means, you do so at your own risk.
RETURNS OUTSIDE GERMANY
1. preparation: Please fill out the return form and enclose it to the package.
2. packing: Put on your own return label and make it ready for shipment. Please note that you have to bear the costs of the return, we do not accept freight collect shipments.
3. return shipment: take the package to the carrier of your choice and keep the proof of tracking in a safe place. In case of loss of the shipment, the liability and investigation is on you, as you are the customer of the return shipment.
4. refund: The refund of the amount for the returned items will be made in the payment method used. (For invoice purchase and prepayment, please provide your bank details).
In the following still the appropriate legal references:
1. right of return:
You can return the received goods without giving any reason within 2 weeks by returning the goods. The period begins after receipt of this instruction in writing (eg as a letter, fax, e-mail), but not before receipt of the goods by the consignee (in the case of recurring deliveries of similar goods not before receipt of the first partial delivery) and also does not fulfill our obligations under § 312 c Abs. 2 BGB in conjunction with. § 1 Abs. 1, 2 und 4 BGB-InfoV as well as our obligations according to § 312 e Abs. 1 Satz 1 BGB in conjunction with. § 3 BGB-InfoV. The timely dispatch of the goods shall be sufficient to meet the deadline. The return shipment or the request for return must be sent to:
BARTH+CO KONTRAKTLOGISTIK GmbH & Co. KG
Return Oui
Lindberghstrasse 8
85399 Hallbergmoos
As soon as we have received your return, we will issue a credit note which we will send to you by e-mail. Please keep the delivery bill as proof of your return until you receive this credit bill.
2. return consequences:
In the event of an effective return, the services received by both parties are to be returned and, if applicable, any benefits derived (e.g. advantages of use) are to be surrendered. In the event of deterioration of the goods, compensation may be demanded. This does not apply if the deterioration of the goods is due exclusively to their examination - as would have been possible for you in a store. In addition, you can avoid the obligation to pay compensation for a deterioration caused by the intended use of the goods by not using the goods as your property and refrain from doing anything that could reduce their value. Obligations to refund payments must be fulfilled within 30 days. The period begins for you with the dispatch of the goods or the return request, for us with the receipt."
What needs to be taken into consideration when returning an item purchased on account?
If you have placed an order on account, the value of the item to be returned is to be deducted from the total invoice amount.
How much are the shipping costs?
Our highest goal is that your new favorite items continue to reach you as quickly as possible.
Due to the worldwide increase in logistics costs, we now charge shipping costs of 4,95€ within Germany and 6,95€ for international shipping.
Our highest goal is that your new favorite items continue to reach you as quickly as possible. Due to the worldwide increase in logistics costs, we now charge shipping costs of 4,95€ within Germany and 6,95€ for international shipping.
Your return within Germany is free of charge. Please use the enclosed return label. Outside Germany, the return is subject to a charge and we ask you to take care of the correct return on your own.
Our Satisfaction Bonus
If you do not return any of the items in this order, you will receive after a 15 € voucher for your next order from our Oui online shop after 4 weeks. Your personal bonus is valid for 8 weeks, one time only after receipt of the voucher in our online shop with a minimum order purchase of 100 €. This bonus may not be combined with other promotions, is not transferable and is non-refundable.
Account
How do I register?
You have the option to create a customer account in the Oui Shop at any time. You can do this within the order process or via the menu item "Login", which is available on every page of the online store.
How can I log in?
There are two ways to do this: You log in via the menu item "Log in", which is available to you on every page of the store. Or, you can log in during the ordering process, after you have placed your items in the shopping cart and clicked on the "Proceed to Checkout" button.
I have forgotten my password. What should I do?
If you have forgotten your password, you can generate a new password under "Login" and have it sent to you. To do this, simply enter the e-mail address you used to register with us under "Forgot your password?
Which functions are available to me in the customer account?
Various functions are available to you within the customer account. Among other things, you can view all your orders, check your package status, change your password or your personal data and delivery and billing address. Your contract data/orders are also stored here, a copy of our general terms and conditions is attached to your order confirmation and can be viewed here at any time.
Who can I contact if I have questions about the Oui Shop?
If you have any questions regarding our Oui Shop, please do not hesitate to contact our call center:
Per E-Mail:
contact@oui.com
Per Phone& Fax:
Telefon: +49 (0)89 - 904 06 868
Fax: +49 (0)89 - 2555 13 00 23
You can reach our service team
Mon-Fri from 9:00 a.m. to 7:00 p.m,
Sa from 9:00 a.m. to 4:00 p.m,
Per Post:
Oui Gruppe GmbH & Co. KG
Moosacherstraße 26a
80809 München
Questions concerning technical problems with the Shop can be sent directly by e-mail to:
E-Mail: contact@oui.com
For legal information concerning the Shop, please refer to the legal notes section of the website.
Should you have general questions (jobs, press etc.) about the Oui company, please contact the following address: contact@oui.com or find us on the Internet at www.oui.com
Sizeadvisor
Our size advisor for your personalised recommendation
Use our size advisor, which will recommend your ideal size for each item after entering your details, thus avoiding unnecessary returns.
You don't see the size advisor?
Please check your cookie settings: You will only see our size advisor if you allow it.
Do I have to provide all the data requested?
The more data you provide to the size advisor, the more accurate your size recommendation will be. All voluntary information about your gender, weight, height and age enables us to estimate your body measurements. These are compared with the exact item data for each of our products in order to recommend your ideal size based on the data.
Why is it relevant how often I exercise?
The number of hours of sport per week is a guide to the probability of the ratio of body fat to muscle mass and is therefore relevant for a better assessment by the size advisor. However, you can also leave the question unanswered if you feel uncomfortable with it.
Do I have to enter my data again for each product?
No, it is sufficient to enter your data once. The size advisor uses this as a basis to show you a recommendation for every product you are interested in - regardless of the product group, whether top or bottom. You can click on "Size advisor" for your desired product and receive a size recommendation based on the data you have entered.
Will my returns be taken into account in a future size recommendation?
We analyse our returns as a whole and, if there are similarities between individual products, this information is included in the size recommendation.
What happens if I log in with another device, e.g. mobile - do I have to enter everything again?
Only the session ID is stored, with which we recognize you as a user. Please note that if you delete your cookies, the data you entered will be deleted.
Will my data be stored in my customer account?
Your data is 100% anonymous, it is not stored anywhere and is never passed on. You can find more information on this in our detailed privacy policy.
Do I have to re-enter all my data if I log in with a different device, e.g. mobile?
No. Only the session ID with which we recognise you as a user is saved. If you delete your cookies, the data you have entered will also be deleted and you will have to enter it again for a size recommendation.
Ratings
Customer reviews to help you with your purchase
In addition to our image and video material and the product descriptions, the feedback from our customers about our products should help you with your purchase decision in our online shop.
How can I see the ratings of other customers?
To see the ratings, simply visit the product page of the desired item. Under Ratings you will find an overview of the existing reviews for this product. The date shown indicates when the review was received.
How can I leave a customer review myself?
You can only leave a review if you have made a purchase in our online shop. You will receive a separate e-mail from us 7 days after the dispatch confirmation. Fill in the requested information and share your experience with our products. You can enter your first name, but this is not mandatory.
What information should my review contain and what not?
This is a product review, so it should reflect your personal experience with our products, their quality and fit. The more detailed your information is, the more helpful it will be for other customers. Please avoid offensive language, personal information, false information and irrelevant content.
How are reviews checked and moderated?
New reviews are regularly reviewed by us to ensure that they comply with our guidelines. We try to show every review, but to ensure the authenticity and quality of reviews and to filter inappropriate or irrelevant content, moderation takes place. In the event of a negative review relating to the product, we will also publish it transparently.
Can I change or delete my rating afterwards?
No, once you have submitted your review, neither you nor we can change it. To delete your review, please send an email to contact@oui.com with the item and colour number and, if possible, the date and content of your review.
Are reviews taken into account for improvements?
Yes, your feedback is important to us and we value your opinion. We actively use the reviews to improve our products and to enable our customers to make a better purchase decision.
Shop
How is my personal data protected when ordering from the Oui store?
The protection of your data is of the highest priority for us. During the ordering process, all personal data is transmitted securely through "Secure Socket Layer" (SSL) with an AES 256-bit encryption, so that it cannot be read by outsiders.
Are sold-out items available again at a later date?
It is quite possible that we will receive new stock of sold out items, so it is worth checking back on our site at regular intervals. Unfortunately, we can not give information about the availability of individual products. However, we offer you the service to inform you by e-mail about the availability. Click on the article in the desired size and on "request size" and follow the instructions. If the desired item is available again, you will receive an e-mail from us - but then quickly, because there may be others waiting for the item and it could quickly be out of stock again!
What is the fastest way to find reduced items?
By clicking on the button "Sale", which you will find in the upper navigation bar, you will get an overview of reduced items in the Oui Shop. You can find more products in the specific sale categories. In addition, we offer you discontinued models at special prices in our outlet.
What is the fastest way to find out what is new in the Oui Shop?
Under the menu item "Products" you will find the category "What's New", where you can find weekly news. With our e-mail newsletter we keep you up to date about the latest offers and promotions. You will find the non-binding registration for the newsletter at the bottom of our page.
How do I find Oui items near me?
Use the Storefinder to find your nearest Oui retailer. Select your country and enter your postal code in the corresponding field. Then click on the "Search" button. You can find the store finder at the bottom of our page under the heading "About Oui".
How do I find my desired item?
At the top right of our page you will find our search bar, with which you can search for a specific product. If you don't find the article under the name, click on the "Products" button in the upper menu bar. After clicking on it, all product groups belonging to it will appear one below the other. By clicking again on the product group you get a complete overview of all available articles of this product group. Hereby you can select an article and get an enlarged view with all relevant information. Please understand that the assortment in the online store may vary slightly from the assortment in the stores. If you can't find an item, color or size in our store, you can use the Store Finder to find an Oui retailer in your area. You might find your desired item there. If you still haven't found the right item, our customer service will be happy to advise you by phone or e-mail.
What are cookies? And what are they used for?
In order to place an order at the Oui Shop, your browser security settings must permit the generation of so-called cookies on your PC. Cookies are small datasets that are saved from our website to your hard drive and facilitate recognisability. We use cookies in order to perform frequency, page usage and marketing evaluations. For all evaluations, we use cookie information exclusively without connection to personal address data so that they are fully anonymous. The use of cookies on the Internet is standard practice and improves the ease of use for site visitors, in that web pages can be better tailored to their requirements. The cookies generated by us remain on your computer for an undefined period and can be deleted by you at any time. You can change cookie acceptance at any time or prevent their use in advance using the security settings of your browser. Please note, however, that making purchases from the Oui Shop will no longer be possible.
What steps do we take to protect your data security?
The security of your data is of greatest importance to us. Generally, you can visit our website without having to use personal data. We do however need your personal data under the following circumstances: However, when placing an order or subscribing to a newsletter, we need your personal data to provide the best possible service and a range that is tailored to your requirements. The details that you make concerning yourself and your interests are exclusively used by us.
UNDER NO CIRCUMSTANCES WHATSOEVER DO WE PASS ON YOUR DATA TO THIRD PARTIES FOR THE PURPOSES OF MARKETING!
The data that are required to process the business transaction are saved and passed to associate companies or our service partners within the scope of the ordering process. All personal data are naturally treated as highly confidential. In order to check credit or creditworthiness a data exchange may take place with the appropriate companies. If, when registering your for our newsletter, you accept the use of your data for advertising purposes, you can always cancel this use of your data at any time by sending an E-mail to our Call-Center (E-Mail: contact@oui.com). Upon receipt of your cancellation we shall refrain from the further use and processing of your data and/or cancel the further transmission of promotional material to you.
