Frequented asked questions

Overview

This website is operated by Oh Lilou. Throughout the site, the terms “we”, “us” and “our” refer to Oh Lilou.
By visiting our site and/or purchasing something from us, you agree to be bound by these Terms of Service, including any additional policies referenced here or available via hyperlink.
These Terms apply to all users of the site, including customers, vendors, and browsers.

Please read these Terms carefully before using our website. By accessing or using any part of the site, you agree to follow these Terms. If you do not agree, you may not access the website or use any of our services.

Our store is hosted on Shopify Inc., which provides us with the online e-commerce platform that allows us to sell our products to you.

1. Online Store Terms

By using this website, you confirm that you are of legal age in your country or have permission from a parent or guardian to use the site.
You may not use our products for any illegal or unauthorized purpose, and you must not violate any laws in your jurisdiction.

2. General Conditions

We reserve the right to refuse service to anyone for any reason at any time.
Your content (not including payment details) may be transferred unencrypted over various networks. Payment data is always encrypted during transfer.
You agree not to reproduce, copy, or resell any part of the Service without our written permission.

3. Accuracy of Information

We try our best to ensure all information on this website is accurate and current, but we cannot guarantee it.
The material here is for general information only and should not be the sole basis for making decisions.
We reserve the right to modify the contents of this site at any time without notice.

4. Modifications to the Service and Prices

Product prices may change without notice.
We also reserve the right to modify or discontinue any part of the Service at any time without prior notice.

5. Products and Services

Certain products may be available exclusively online and may have limited quantities.
We make every effort to display product colors and images as accurately as possible, but we cannot guarantee your device’s screen will reflect colors perfectly.
We reserve the right to limit sales by person, region, or jurisdiction, and to discontinue any product at any time.

6. Billing and Account Information

We may refuse or cancel any order at our discretion.
You agree to provide current and accurate purchase and account information, and to update it as needed so that we can complete your transactions.

7. Third-Party Tools and Links

We may offer access to third-party tools or websites over which we have no control.
Your use of those tools or links is entirely at your own risk. Please review any third-party terms and privacy policies before using their services.

8. User Comments and Feedback

If you send us feedback, ideas, or suggestions, you agree that we may use them without restriction, in any format or medium.
We have no obligation to maintain comments in confidence or to compensate you for them.

9. Personal Information

Your submission of personal information through our store is governed by our Privacy Policy.
By using our website, you consent to the collection and use of your personal data as outlined there.

10. Errors and Omissions

From time to time, there may be information on our site that contains errors or inaccuracies, such as product descriptions, pricing, or availability.
We reserve the right to correct such errors and to update or cancel orders if needed, without prior notice.

11. Prohibited Uses

You are not allowed to use this site for unlawful purposes, to infringe on intellectual property rights, to spread malware, or to harass or harm others.
We reserve the right to terminate your access to our services if you violate any of these Terms.

12. Disclaimer of Warranties & Limitation of Liability

Our products and services are provided as is and as available.
We do not guarantee that your use of the service will be uninterrupted or error-free.
Oh Lilou shall not be liable for any indirect, incidental, or consequential damages arising from your use of our products or services.

13. Indemnification

You agree to indemnify and hold harmless Oh Lilou, its partners, employees, and affiliates from any claims or damages arising from your breach of these Terms or violation of any law.

14. Governing Law

These Terms of Service and any related agreements are governed by and construed in accordance with the laws of France.

15. Changes to Terms of Service

You can review the most current version of these Terms at any time on this page.
We reserve the right to update or change any part of these Terms by posting updates here. Continued use of the website after such changes constitutes acceptance of those changes.

16. Contact Information

Questions about these Terms of Service?
Reach out to us anytime 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.