FAQ's

About us

Where are you based?

We are based in Belgium.

What is your production system?

We avoid having large inventory for the simple reason that we want to make sure that every single product made will actually be sold and used. We are careful to produce only what is strictly necessary to avoid waste. 

Shipping 

Do you ship worldwide?

Yes. We already have contributors from all over the world.

What happens if I indicated an incorrect address?

Ohana Triathlon is not responsible for return shipping if the customer enters the wrong shipping address during checkout. Please make sure you include your COMPLETE address when entering it in the checkout process. This includes your apartment number and correct postal code.

Are shipping times guaranteed?

We partner with service providers who take charge of shipping until your door. We do our best to send your order as soon as possible but we can not guarantee arrival times on international shipments. Note that with the current sanitary situation, we might experience unpredictable delays.

How can I track my items?

In order to easily track the status of your package we will send you an email with all the information as soon as we receive the order.

 What are the taxes and duties I will have to pay?

This depends on your country.

Please note all taxes and duties charged from their local Government are the sole responsibility of the buyer and will not be refunded or reimbursed by OHANA TRIATHLON for any reason. Whatever each country decides to charge for duties is a governmental decision, something we do not have any influence or control over.

OHANA TRIATHLON will not accept returns due to an objection with the custom charges. If the client refuses to pay the fees and the package is lost in transit or abandoned by the carrier, OHANA TRIATHLON will not be held responsible and will not refund the client for the missing objects.

 

Until when can I cancel my order?

As long as the products didn’t leave our facility the order can be cancelled or modified. After that, you will need to accept the package, then contact us to initiate a return.

 

Why is my order late?

Due to the impact of COVID-19, shipping carriers are not able to guarantee delivery dates at this time. Please note that shipping fees will not be refunded if your order does not arrive in the estimated delivery window. 

 

Can I get a refund or exchange my order if the size doesn’t fit me? 

If the clothes don't fit you, you can request a refund or an exchange as you want.

Please email us at olivier@ohana.boutique with your order information and reason for return.

Ensure the order was purchased within the last 30 days. Items must be unused and in the same conditions as you received it (unwashed, with tags, unworn, original packaging). Shipping on returning items will be covered by client.

 

What if my package was refused or undeliverable?

If your package cannot be delivered, is unclaimed, or is refused, you are responsible for the original and return shipping costs, as well as any duties, taxes, and/or customs charges that may be incurred on the package on the original and return shipments. The amount of these charges will be subtracted from your merchandise refund.

In some cases, your package may be abandoned and no refund will be issued for the refused package. 

 

Want to reship a refused or undeliverable package?

The new shipping costs depend on which new shipping method you choose. If you would like to cancel an order that has been returned to us, you are subject to the above return shipping costs.

 

When will I be refunded?

Please allow up to 10 business days for your return to be processed once it reaches our warehouse. We will send you a confirmation email once your refund has been issued.

 

Will I get charged for return shipping?

We are unable to provide return labels to customers located outside of the European Union. If you are located outside of the European Union, you are responsible for return shipping fees.

 

Sustainability

Where are you producing? 

We are working with multiple suppliers from different countries depending on the type of product. As we want to continually improve our products quality and footprint, we are also constantly looking for new manufacturers. 

 

Custom & tax

Do I have to pay custom & tax?

We are not responsible for eventual custom taxes from your local authorities.

The customer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.