Customer Service

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Returns Information

Exchange Policy

What is our exchange policy? How long is it valid?

Should you wish to return anything bought from us online, we will be happy to exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 30 days) and in original, undamaged packaging along with the invoice. If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse the exchange. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods. Returns can be made through either of these options:

  • Returns via courier collection

Complete our online form including the following details

  • order and stock number
  • Reason for return
  • If you wish to refund or replace your item

We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return - free of charge if the goods are incorrect, damaged or faulty.

  • Returns via the Main ODEL store

Simply take the despatch note and the product you wish to return or exchange to the main store and tell the sales assistant you bought it online.

Thank you for shopping with us. We hope you enjoy the experience.

 

Exchanges

If you would prefer to exchange products, you can do it at any ODEL outlet. If you wish to contact us please call our HOTLINE +94 (0)11 4426400 any time between 10 a.m. and 8 p.m., from Sunday to Saturday, 7 days a week to assist with exchange. We will be unable to release the exchanged product until the original product has been received. However, we can reserve the product to ensure you receive the product of your choice. A delivery charge will apply unless the goods are incorrect, damaged or faulty.

 

When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply. Additionally any free promotional gift issued with an order must also be returned if you are returning those goods.

 

Products we are unable to refund or exchange

The following goods may not be returned except pursuant to your statutory rights: personalised good or goods made to a customer's specifications, goods which, by reason of their nature, are liable to deteriorate or expire rapidly, beds and associated bedding, toiletries, perfumery, cosmetics, pierced earrings, accessories, lingerie, hosiery, millinery, swimwear, food, drinks, periodicals, books and magazines. We are unable to offer a refund or exchange on perishable goods such as food or flowers unless they are faulty. We are also unable to offer a refund or exchange on swimwear or lingerie for reasons of hygiene.

 

If you wish to exchange an item you purchased from our Brands page (Insomnia/Yoland Collection);

 

1. Call us +94 (0)11 4426400 or E-mail us: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

2. Please provide us the codes for the items you are;

  • Returning
  • Replacing

3. Our delivery policies for exchanged goods;

  • Within Colombo City limits and suburbs: You will need to visit the nearest Odel outlet with the item you wish to return and we will have the replacement available for immediate exchange.

  • Outside Colombo and suburbs : You will need to order the item you want exchanged. Then return the original purchase to the delivery person.  Please note that you will have to bear the delivery charge in this instance. If you wish to visit one of our branches in order to make the exchange, we can arrange this so that you will not be subjected to a delivery fee.

 

Delivery charges

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.

 

Change or cancel an order

If you wish to change or cancel an order, contact our online Customer Service Officer +94 (0)11-4625700 any time between 9am and 5.30pm, from Monday to Friday, 5 days a week. Please have the order number and date of order at hand. If your products have already been delivered, then you will need to follow our returns procedure.

Please note: The above policies are subject to change by ODEL management at anytime without prior notice.