Help

 

Q: Are you still accepting online orders?

Yes, we are still accepting online orders during this time and your payment method will not be charged until the order is ready to ship.

Due to local mandates regarding COVID-19 and OGIO Europe employees at our various facilities doing their part to combat the ongoing pandemic, OGIO Europe are operating a much reduced service so will be shipping out online orders on a one day per week basis for the foreseeable future. During this restricted period you can expect to experience delays with shipping product, processing returns and trades.

 

Q: What can I do to keep track of the progress of my order?

As soon as your order is shipped you will receive a shipment confirmation e-mail. This will include all necessary tracking information so that you can stay up to date with the latest progress of your delivery.

For questions, please contact us at europecustomerservice@ogio.com. We are always here to help.

 

Q: How are OGIO Europe looking after their customers and staff during COVID-19?

In order to help fight the COVID-19 outbreak, we are following all government orders and mandates for your safety as well as that of our employees.

Our offices are closed and office staff members are working remotely to ensure that we are still able to support and provide you with the best possible service.  

We have taken additional steps to ensure our warehouse is a safe space for our staff to work in by putting the following measures in place:

• Limited the number of days in the week that our warehouse is operational.
• Limited the number of staff working at any one time, giving them significantly more distance from each other than the 2-metre minimum.
• Considered the other members of staff households, particularly any vulnerable groups.
• Adapted the working environment to help ensure social distancing can be maintained at all times
• Additional cleaning routines with more frequent cleaning of high traffic areas
• Providing hand sanitiser and ensuring all our staff are washing their hands on a regular basis & distancing in shared spaces; i.e. break rooms, canteens and smoking areas

We are also working closely with our staff and onsite Health and Safety teams to understand any concerns that they have.

 

Q: Is it safe to receive parcels?

According to the World Health Organization (WHO), the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 (Coronavirus) from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.

All of our warehouse staff and delivery couriers are fully informed of the precautionary safety measures in place to avoid the spread of COVID-19.

 

Q: Are you still accepting returns?

Yes, we are still accepting returns. However, due to our reduced service during this period, you can expect delays with the delivery and processing of all returns.

 

Q: Can I receive a refund if my order can’t be delivered?

Yes, we can either refund your order or help you to reschedule the delivery for another time.

 

Q: How will they deliver my parcel if I am in isolation?

All delivery couriers have been advised to reduce contact with customers. Orders can be requested for safe place delivery (where available).

 

Still need further support?

Our teams are available and ready to help.

CONTACT US HERE