FREQUENTLY ASKED QUESTIONS
On OHANA Triathlon Online Store, every purchase is made with maximum security. We only use protected connections, as demonstrated by the « https » URL prefix and the lock symbol that appears in the browser’s address bar.
To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order.
Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (Carte Bleue, E-Carte Bleue, Maestro, MasterCard, Visa, Visa Electron) and PayPal.
DO YOU SHIP INTERNATIONALLY?
We currently ship worldwide.
CAN I PICK UP AN ORDER OR DROP OFF A RETURN FROM YOUR BRUSSELS LOCATION?
Yes sure! We would love to have a chat with you. Please get in touch with us to plan this.
WHAT COURIER PROVIDERS DO YOU USE?
It really depends on the destination. We are working with many different service providers.
CAN I USE A PO BOX FOR MY DELIVERY ADDRESS?
No, we do not ship to PO boxes at the moment.
CAN MULTIPLE ORDERS BE COMBINED?
Due to the high volume of orders we cannot combine orders. Please be sure to place all desired items in the cart before checking out.
HAS MY ORDER BEEN SHIPPED?
If you are purchasing a product from a made to order collection, please refer to shipment specifications on the particular product’s details.
If you are purchasing a product that is currently in stock, please expect it to be shipped within a week for Europe and within 10 days worldwide, unless it is purchased along with a product from a made to order collection. In that case, when the made to order products are ready, the products will be shipped all together.
UNTIL WHEN I CAN 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.
HOW LONG WILL IT TAKE MY ORDER TO ARRIVE?
Shipments usually take 1-5 business days to arrive. Please note, time may vary due to weather, customs, or any unforeseen variables.
If you did not find the answer to your question, please contact customer service directly at: firstname.lastname@example.org
I JUST PLACED AN ORDER, CAN I CANCEL IT?
Unfortunately, we are unable to cancel orders once your order has been submitted.
WILL I BE CHARGED DUTIES AND TAXES?
OHANA is not responsible for any import fees, customs, duties, or other taxes imposed by your respective country.
WILL I HAVE TO PAY 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.
WHEN WILL I RECEIVE MY STORE CREDIT?
Once returned items are received, we can either issue store credit for you within 2-3 business days or refund your payment within about 10 days.
CAN YOU HOLD PRODUCT FOR ME?
Due to limited quantities we are not able to hold products.
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.
WHERE ARE YOU PRODUCING ?
We are working with multiple suppliers from different countries depending on the type of product. Today we have about half of our production in Asia and the other half in Europe. We work with small production studios located in Honk Kong, Lettonia, Spain and the Netherlands. Our ambition is to work with a network of local partners 100% European to reduce further our carbon footprint.
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. This is the reason why the waiting time might be a bit longer for some of our products.
DO YOU USE SUSTAINABLE MATERIALS?
We make a commitment to use the most sustainable fabrics in both our products and our packaging. In order to do so, we are focusing on three main criterias: resisting, recycling and composting.
Resisting: our premium quality fabrics are intended to last long. The swim collection is chlorine and seawater resistant and the cycling chamois are made for very long distances. It’s been tested for many kilometers in various extreme climate conditions and we are proud to say, no need to change every year…
Recycling: on the one hand, we use recycled materials whenever possible. This is the case of our upcoming swimsuits for example. On the other hand, we also avoid the blended fabrics so that it’s easier to recycle the product. Instead of throwing it away, please send it back to us (we will offer you a 10% discount) so that we can give it a second life.
Composting: when possible, we always opt for biodegradable materials. So all of our packaging is compostable but this is also the case with our water bidons. They are made of bioplastic which can go to the compost.
WHAT ELSE DO YOU DO TO LOWER CARBON FOOTPRINT?
We are doing the most that we can to limit our footprint but at the end of the day, we do use some resources and our packages have to travel too. So in order to reduce our footprint even more, we decided to plant one tree for each and every single order.