Frequented asked questions

Privacy Policy

This Privacy Policy describes how ohlilou.com (“the Site”, “we”, “us”, or “our”) collects, uses, and discloses your personal information when you visit or make a purchase from our website.

Collecting Personal Information

When you visit our Site, we collect certain information about your device, your interaction with the Site, and the data needed to process your purchases. We may also collect additional details if you contact us for customer support.

In this Privacy Policy, any information that can be used to identify an individual (including the data listed below) is referred to as “Personal Information.”

Device Information

  • Examples: version of web browser, IP address, time zone, cookie information, the products you view, search terms, and how you interact with the Site.

  • Purpose: to properly display our Site and analyze how visitors use it, so we can improve user experience.

  • Source: automatically collected when you access our Site using cookies, log files, web beacons, tags, or pixels.

  • Disclosure: shared with our e-commerce platform, Shopify.

Order Information

  • Examples: name, billing and shipping address, payment details (including credit card numbers), email address, and phone number.

  • Purpose: to provide and deliver products to you, process payments, arrange shipping, issue invoices or confirmations, communicate with you, screen for potential fraud, and, when you consent, send information or offers about our products and services.

  • Source: provided directly by you.

  • Disclosure: shared with Shopify.

Customer Support Information

  • Examples: name and email address.

  • Purpose: to provide you with support and respond to your inquiries.

  • Source: collected directly from you.

Text Marketing Terms and Conditions

We respect your privacy and only use the information you share with us for SMS notifications related to your order (including abandoned cart reminders), marketing offers, and transactional updates such as review requests.

Our website also uses cookies to track items added to your cart, including abandoned checkouts, so that we can send helpful reminder messages via SMS when applicable.

Minors

Our Site is not intended for individuals under the age of 16. We do not knowingly collect personal data from minors. If you are a parent or guardian and believe your child has provided us with personal data, please contact us at support@ohlilou.com so we can delete it.

Sharing Personal Information

We share your information with trusted service providers to deliver our services and fulfill our contract with you. For example:

  • We use Shopify to power our online store. You can learn more about how Shopify handles your data here: https://www.shopify.com/legal/privacy.

  • We may also share your information to comply with legal obligations or respond to lawful requests (such as court orders or subpoenas).

Behavioural Advertising

We use your personal information to deliver targeted ads or marketing that we believe may be relevant to you.

For example:

  • We use Google Analytics to understand how visitors use our Site. Learn more at Google Privacy Policy. You can opt out of Google Analytics here: Opt-out Tool.

  • We may share information about your activity on our Site with advertising partners, either directly or via cookies and similar technologies.

To learn more about targeted advertising, visit Network Advertising Initiative.

You can opt out of targeted ads here:

You can also visit the Digital Advertising Alliance’s opt-out portal for broader control.

Advertising and Data Sharing Preferences

As described above, we may collect data from your interactions with our website, including through cookies or similar tools. This information can be shared with third parties, including advertising partners, to display ads that better match your interests and for other purposes detailed in this Privacy Policy.

We understand that sharing personal data for targeted advertising based on browsing activity may be considered a “sale,” “sharing,” or “targeted advertising” under certain privacy laws. Depending on where you live, you may have the right to opt out of these activities.

If you wish to exercise this right, please contact us at support@ohlilou.com.

If you visit our website with the Global Privacy Control (GPC) setting enabled, we will treat this as a request to opt out of activities that may be considered “selling” or “sharing” of data, or any form of targeted advertising, for the device and browser you use.

Using Personal Information

We use your data to:

  • Offer and deliver our products and services;

  • Process and fulfill your orders;

  • Communicate updates, promotions, or product information;

  • Improve our Site and customer experience.

Lawful Basis (GDPR)

If you are located in the European Economic Area (EEA), we process your information under these lawful bases:

  • Your consent;

  • Performance of a contract between you and us;

  • Compliance with legal obligations;

  • Protection of vital interests;

  • Legitimate interests that do not override your fundamental rights.

Retention

We keep your personal information for our records unless and until you request its deletion. To exercise your right of erasure, please contact us at support@ohlilou.com.

Automatic Decision-Making

We do not engage in fully automated decision-making that produces legal or significant effects on you.

Shopify uses limited automated systems to prevent fraud (for example, temporary deny-listing of suspicious IP addresses or cards).

Selling Personal Information

Oh Lilou does not sell personal information.

Your Rights (GDPR)

If you are a resident of the EEA, you have the right to:

  • Access the personal data we hold about you;

  • Request correction, update, or deletion;

  • Request data portability to another service.

To exercise these rights, please contact us at support@ohlilou.com.

Your information will be processed in the European Union (France) and may be transferred internationally as necessary for our operations.

Cookies

Cookies are small text files downloaded to your device when you visit our Site. They help the Site remember your actions and preferences, improving your browsing experience.

We use both session and persistent cookies for essential functions, analytics, and advertising.

You can manage or disable cookies through your browser settings, but please note this may affect your experience on our website.

Learn more at www.allaboutcookies.org.

Do Not Track

As there is no consistent industry standard for responding to “Do Not Track” signals, we do not modify our data practices when we detect such a setting.

Changes

We may occasionally update this Privacy Policy to reflect operational, legal, or regulatory changes. The latest version will always be available on this page.

Contact

For questions, concerns, or to exercise your privacy rights, please contact us at:
📧 support@ohlilou.com

Shipping
✦ What countries do you ship to?

We’re happy to say that we ship worldwide! ✈️
No matter where you are, we’ll do our best to get your order to you. Please note that delivery times may vary depending on your location. 💌
✦ How much is shipping ?

Shipping fees are automatically calculated and displayed at checkout, so you’ll always know the total before confirming your order.
✦ When will my order arrive?

All orders are carefully prepared and shipped within 24–48 hours after being placed. ✨


Estimated delivery time is 5–12 business days, depending on the destination.
Please note that delivery times may vary during holidays, weekends, or due to customs delays.+

You can track your order here
✦ Can I track my order?

Once your order has shipped, you’ll receive an email with your tracking number.
You can follow your parcel here.

Payment
✦ What payment methods do you accept?

We accept the following credit cards: Visa, MasterCard, American Express, and PayPal.

If you decide to use Paypal, you’ll be taken to either the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

All payments are processed securely and encrypted for your protection.
✦ Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery
✦ Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@ohlilou.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
✦ How do I cancel my order ?

Once you’ve placed your order, we start preparing it pretty quickly.
If you reach out to us right after ordering at support@ohlilou.com, we’ll do our best to cancel it before it’s processed.
If it’s already on its way, don’t worry — you’ll still be able to return it once it arrives 💖
✦ When will I get my order?

All orders are carefully prepared and shipped within 24–48 hours after being placed. ✨


Estimated delivery time is 5–12 business days, depending on the destination.
Please note that delivery times may vary during holidays, weekends, or due to customs delays.+

You can track your order here

Returns and refunds
✦ What is the return policy?

Of course! You can request a return within 30 days of receiving your item.
Just email us at support@ohlilou.com with your order number and reason for return, and we’ll guide you through the process.
Please note: return shipping costs are covered by the customer.
✦ My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@ohlilou.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.
✦ Where is my refund?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds 3 days after receiving the item into our warehouse, but it can take up to 10 days for your bank or credit card provider to process the refund into your account, or onto your card.

About us
✦ About us

Ohlilou is a bag brand made for real life.

We create vegan leather bags designed to look good, feel good and actually fit everything you need. Timeless shapes, thoughtful details and that effortless vibe you can wear every day.

More than bags, it’s about how you move, what you carry and how you show up.

Carry more. Live more.