Customer Service

Odel | shop for latest fashion online | customer FAQ | Sri Lanka

FAQs

Online Shopping

If you have purchased a product online or are planning to, please click here.

In order to ensure that you have the ultimate Odel shopping experience, our list of Frequently Asked Questions is compiled with you in mind! If you have any queries that are not answered here, please drop us an e-mail on This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We will respond as soon as possible.

 

 

What will be my delivery cost?

The delivery cost of the package depends on;

  • Weight
  • Destination

To determine the exact cost of your package, you can go through our 'trial order' process, by using our web shop. Please note that you do not need to make a payment for this procedure.

Follow these steps to complete your 'trial order';

  • Select your items
  • Specify the delivery address
  • Select shipping method
  • Choose delivery date

Once you have completed this, our system will calculate your exact delivery cost.

We carryout deliveries worldwide.

 

How do I change or cancel an order?

Once an order has been confirmed you cannot change/cancel it. However, once you receive the item and wish to exchange it – you may bring the product to any one of our Odel outlets. For help, contact our customer service advisers who will assist you with your request.

Please read our Returns Policy for more information.

 

My purchase history

To find out more information on your previous orders, please click here to sign into your Account

  • Order Tracking page.

 

Will I receive confirmation of my order?

Yes, you will be notified via e-mail.

 

What if my order is only partially delivered?

If your order has only been partially delivered, this may be because other items are being dispatched from a different location. However, if your order is incomplete or damaged, or if you wish to change or cancel your order contact us on;

Tel: + 94 114426400

For Live Support click here

To send an e-mail using our Customer Feedback Form click here

Between 10 a.m. - 7 p.m.

7 days a week (Sri Lankan time: +5.5hrs GMT).

 

Your order did not arrive?

If your order has not arrived, please contact us immediately by phone or e-mail. We will see that our delivery specialists locate it. On receipt of location confirmation, we will contact you with details as to when it can be expected. In the instance that the order has not been dispatched or received, you will have the option of cancelling the order.

If your order has not arrived, please contact us on;

Tel: + 94 114426400

For Live Support click here

To send an e-mail using our Customer Feedback Form click here

Between 10 a.m. – 7 p.m.

7 days a week (Sri Lankan time: +5.5hrs GMT).

 

What if I have received incorrect or faulty goods?

We are sorry that your delivery has not gone smoothly.  Please read our Returns Policy to find out how to return the item to us. Once we have received your item, we will process your request. Please note that faulty goods must be returned within 14 days, as of the date of delivery.

If your order is damaged please contact us on;

Tel: + 94 114426400

For Live Support click here

To send an e-mail using our Customer Feedback Form click here

Between 10 a.m. – 7 p.m.

7 days a week (Sri Lankan time: +5.5hrs GMT).

You will be refunded in the instance of incorrect, damaged or faulty goods.

 

I have been informed that there is a delay with my order. When can I expect to receive the item?

Occasionally, due to circumstances outside our control, you might experience a slight delay. During this time we will keep you updated by e-mail or phone. You can check the status of your order by accessing your Odel Account.

If the delay occurs after your item has been dispatched and while waiting for delivery, please inform us after 10 working days (in order to take into account for postal delays we may not be aware of).

 

Can I find out when a product that is currently out of stock is available again?

You may re-check our website to see if the item you wish to purchase is back in stock. Or you can leave your contact details with customer services and we will notify you once your item is available again.

 

 

In-store shopping

If your enquiry relates to a product you have bought or a service experience at one of our stores, select this option to e-mail or call our customer service hotline on 0114625800 (between 9 am-8 pm).

 

What are your opening hours?

Daily from 10am to 8pm.

Monday-Sunday

(Including public, bank and mercantile holidays)

 

How long is a gift voucher valid? Can gift vouchers be utilised at all branches?

A gift voucher is valid one year from the date of purchase and can be utilised at all branches except the Airport outlet.

 

How long is a credit voucher valid?

A credit voucher is valid for 14 days from the date received. Once issued, it will not be issued for the second time.

 

What are your gift voucher values?

Rs. 500, Rs. 1000, Rs. 2500, Rs. 5000, Rs. 10000 and Rs. 15000.

If you are unable to redeem a voucher within a year of purchase, please note that it can be re-valued.

 

How can we purchase a gift voucher and where can it be redeemed?

You can purchase gift vouchers at any Odel outlet. These can be redeemed at all Odel stores except for the Airport branch. Gift vouchers can be purchased by all means of cash.

We also have special vouchers for Backstage, which can be only redeemed at the said department.

 

What is the size guide?

  • Extra small
  • Small
  • Medium
  • Large
  • Extra large
  • XX Large

Please note, these sizes may vary according to availability.