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常見問題解答

Returns
Ordering
Shipping
Size Guide

 

Returns


What is your Return Policy?

Your return must satisfied all of the following requirements:

  • Items must be returned within 14 days after the order has been received.
  • Items must be returned in their original condition.
  • Items must be in its original packaging, tags and tickets attached.

For more, please visit our customer care area or Returns policy, alternatively, contact us.


Can I return sale items?

Yes, all Items including sale items can be returned within 14 days after the order has been received.


How do I return my order?

  1. Fill in the return form provided with your order.
  2. Pack your order back into the original packaging and paste the return sticker onto the packaging.
  3. Arrange parcel pick up or drop your parcel at the nearest Post office/courier station.
  4. You will be notified on email once your parcel reaches us.

How do I exchange an order/item?

If you would like a different style, size or color - simply return your unwanted item and place a new order online. We will issue a full refund for your original order upon receiving your return at our warehouse. You may follow return instructions as stated above “How do I return my order?”

Alternatively, you may email us on customerservice@odbo.com, stating your order number and reason for exchange.


Will odbo refund tax and shipping costs to me?

All return shipping and import fees are at the sole responsibility of the customer. These fees will be deducted from the final refund and will not be reimbursed.

Taxes and duties will depend on the country delivered.

All items ordered and shipped to Hong Kong are DDP (Delivery Duties Paid), meaning all duties and VAT/Taxes are included in the displayed price.

Deliveries to other countries DDU (Delivery Duties Unpaid), meaning all customs, duties and VAT/Taxes are responsibilities of the client.


My order has been sent back to sender, what now?

Parcels that have been refused by the receiver, failed attempted delivery or have not been collected from the access point in time, will be charged with a return fee. The fee may vary from location to location. If you want us to resend your package, please contact customer service team and we will arrange for a new shipment.


Something is wrong with my order, who do I contact?

Parcels that have been refused by the receiver, failed attempted delivery or have not been collected from the access point in time, will be charged with a return fee. Unfortunately, this fee will be the client’s responsibility.

If you want us to resend your package, please contact customer service team through and we will arrange for a new shipment at our earliest convenience.


Ordering


How do I search for something?

To search for desired items, You may browse our collections on home page, and filter items via specific variables such as size, color, product categories. Alternatively, you may search for what you like via keywords on the top right corner.


Where can I learn more about the product?

On each product page, you will find all available sizes and colors, a description and the composition of the item. Click on the product image to zoom in and see all of the details.


How do I order?

From the item page, select the desired color and size of the product.

Add the product to your Shopping Bag.

Once you have finished shopping, click on Shopping Bag.

Select a shipping method and a payment method.

Enter your shipping details and on the following page, your payment details.

Check that the information you entered is correct and click "Buy Now".

After a few minutes you will receive a confirmation email with the details of your order. From this moment on our warehouse will take care of everything and as soon as the order ships we will notify you with another confirmation email.


Can I change/ cancel my order?

To Cancel order:

We always do our very best to make sure that your order is shipped as fast as possible, which means your order normally dispatches the same day as the order is made. Therefore we unfortunately can not cancel any orders that has been successfully placed.

To Change Size or color:

If your purchase has been completed, there is unfortunately nothing we can do. Once you receive your order you are welcome to use the prepaid return label that came with your package and send the order back to us. You will receive a full refund including shipping fees once the package is back at our warehouse.

To Change order information (Address/Contact):

Please contact us through LINK and our customer service team will assist you. Please note that once the package has been shipped we cannot guarantee an address change. Please also note that we can never change the country of the shipment.


I did not receive my order confirmation, who do I contact?

If no money has been deducted from your account - your order was not fully completed and you need to place your order once again.

If the money has been deducted from your account and you’re still not getting a confirmation email there can be several reasons for why the email has not reached you:

Always make sure that the email address is correct as an incorrect email address is the most common reason for not receiving an order confirmation. Another reason may also be that your email provider has a applied a SPAM filter on your inbox that blocks certain emails. If If you are still unable to find the email, please contact our customer service team and we will assist you further.


Shipping


When will my order arrive?

Our Warehouse operates 9AM-4PM CST Monday to Friday. We aim to dispatch your item within 24 hours upon receiving your order. Once dispatched, we will send you an email with your tracking number and estimated delivery time.

During Promotions and sale periods we may experience high order volume. Please allow an additional 1-3 business days.


How much is shipping?

Shipping fee is charged at a fixed flat fee of HKD$ 50 per order.


Where is my order/ where is my tracking number?

An Email with Tracking number will be sent to you once payment is received and shipped from our warehouse, you may follow the link to track your delivery via the courier tracking system.

If you have not received a tracking email, it’s most likely that your order has not yet been shipped. Please also check your Spam filter in your mailbox.

If you still can’t find it, please contact our customer service and they we assist you further.


Which countries do you ship to?

For the moment, our website is designed to take orders from Hong Kong. However, if you would like to receive your order in other countries, Kindly contact our customer service team and we will try our best to arrange a special delivery.


Are Tax and duties included in the given price?

All items ordered and shipped to Hong Kong are DDP (Delivery Duties Paid), meaning all duties and VAT/Taxes are included in the displayed price.

Deliveries to other countries are DDU (Delivery Duties Unpaid), meaning all customs, duties and VAT/Taxes are responsibilities of the client.


Shipping during Promotions and Sales period:

During sale periods or other promotions the demand on our products are higher than normal. This means we might not be able to deliver your goods in the time frame listed above. Please add 1-3 business days to above delivery terms.

Size Guide


To find your fit, please refer to the links below:

Women: Women's International Size Conversion

Top: Spring/Summer  OR  Autumn/Winter

Bottom: Regular  OR  Slim

Shoe

 

Men: Men's International Size Conversion

Top: Spring/Summer  OR  Autumn/Winter

Bottom: Spring/Summer  OR  Autumn/Winter

Shoe


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