Help and Questions
Welcome to our help section. We have compiled answers to the most common questions to assist you in your experience with OWL. If you cannot find the answer you are looking for, please do not hesitate to contact us directly.
Order and payment
Has my order been successful?
Once your order has been confirmed, we will send you a confirmation email containing your order number and a summary of your cart.
You can also find the details of your order in your account. If you haven't received the summary within an hour, please check your spam folder. If you still can't find it, email us at support@onlywinnerslose.com and we'll check the status of your order with you.
How do I cancel or change my order?
Your orders are sent for preparation and shipped within 24 to 48 hours so that we can deliver them to you as quickly as possible. It is therefore very difficult for us to cancel or modify an order once it has been confirmed.
If you encounter a problem with an order, please send an email to our customer service department at support@onlywinnerslose.com, and we will do our best to help.
Delivery
What are the delivery methods, conditions, and fees?
Deliveries are available to pick-up points and homes in France and the European Union.
Orders are shipped within 24/48 hours.
We deliver to the following countries :
- France
- Belgium
- Germany
- Spain
- Portugal
- Luxembourg
- Netherlands
- Italy
Delivery fees are calculated automatically based on the order's destination.
Your order will be delivered within 3 to 8 days. You will receive an email with your tracking number. If you do not receive this email, please check your spam folder or contact us at support@onlywinnerslose.com.
If a package is delivered in a visibly damaged condition, it is best to refuse it and write to us at support@onlywinnerslose.com so that a new package can be prepared and shipped as soon as the damaged package is received.
Defective product or order error, how to proceed?
If the item you received does not match what you ordered or appears to be defective, click here. Please provide your order number* and email address.
If an item is missing from your package, please email us at support@onlywinnerslose.com with the name of the missing item and your order number.
Our customer service team will contact you within 24/48 hours to resolve the situation.
*Your order number, which begins with #, can be found in the top right corner of your order confirmation email.
Return, exchange and refund
How do I make a return ?
To make a return, click here.
Enter your order number* and your email address.
How do I return my package?
- Pack your item.
- Print the return label.
- Stick it on the package.
- Drop it off at a Chronopost drop-off point.
How do I change the drop-off point for my exchange?
For any changes, contact us at support@onlywinnerslose.com
How much do returns fee?
In case of exchange, the return and shipping fees for the new order are completely free of charge.
In case of a refund request, the return fees are the responsibility of the buyer and will be deducted from the total price of the item.
What are the return terms and conditions ?
Returns are accepted within 14 days after receiving your order.
Products must be returned in their original condition and packaging, unwashed and unused.
What are your return and exchange policies ?
Once we have received your return, your refund will be processed within a maximum of 10 to 15 days.
For exchanges, the processing time will be 8 days.
You will receive an email for tracking the shipment.