Find the answers to your questions here.
If you have any further questions, you are always welcome to contact our customer service at contact@ddigroup.com
Delivery & Returns
What is the deadline for returns/cancellation?
You can return your order within 14 days of receipt.
When you shop online at www.oyoylivingdesign.net you have 14 days to cancel, where you can inform us that you regret your purchase and then return the item(s) to us. Some items are not covered by this right, and it will appear in the ordering process. Right runs from the day you received the goods. If the period expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve deadline is extended to the following Monday. In the case of multiple goods ordered in one order but are delivered separately, or a product that comes in several batches, the period from the receipt of the last item.
Where should I return my order to?
If you regret your purchase, please contact contact@ddigroup.com
Remember to fill out our returns form. You can find it here at this link return form.
How do I return?
When returning your order, please fill in the return form you received with your package. Do you have questions, please contact contact@ddigroup.com. We expect you to return as soon as possible after receiving your order. You must return them within 14 days.
Note: Customers are responsible for the costs of returning goods.
Please write in uppercase letters "RETURN LABEL" on the outside of the box/package.
When returning, make sure the items are securely packaged. You are responsible for the package/items until we receive it, so keep the postage receipt and tracking number.
We do not accept packages sent cash on delivery.
DOCUMENTATION FOR YOUR PURCHASE AND RETURN FORM
You must include a copy of the order confirmation or other documentation of your purchase. Additionally, it will facilitate our processing if you include a completed return form.
REFUNDS
When we receive the goods, we check it and you get paid back the amount you have paid to us upon purchase (including freight cost). The amount is always transferred to the same payment as you paid the purchase. Have you, for example, paid by card, reversed the purchase amount to the payment card you used for the purchase.
NOTE: You may lose your purchase amount, in whole or in part. This happens if the product is impaired because:
- You have actually taken the goods in use
- It has been damaged while you were responsible for it
- You have handled goods otherwise than was necessary in order for you to determine the nature, characteristics and the way they operate
- You have not followed the restrictions on the right of withdrawal resulting from sealing, product type etc.
RETURN RIGHTS ON USED ITEMS
There is a 14 days return policy on items that you have used. If the item has been used it can still be returned. As a consumer you have the right to take the goods into ”eyesight”, which is the same right that applies to a purchase realised in a physical store*. You may after receipt only use the goods in a way so that you can maintain the shape, characteristics and the way they function. If the product is used, you can get back the price paid only partly or not at all. It is the consumer who has to pay for a potential depreciation of the item. We preserve the right to value the item according to what we can get for it in a resale.
*We are always happy to help you on returns, however remember: costumers must pay the costs of returning the goods when they regret.
When can I expect my order to be delivered?
We dispatch your order as soon as possible and aim to deliver it within 3-5 business days. Once your order is processed, you will receive an email with your order confirmation, invoice, and a Track & Trace link so that you can always track your package.
What is the cost of shipping?
There is free shipping for orders over 78,99 EUR.
In addition, our shipping costs may vary depending on the shipping method you choose.
What shipping options do I have?
DPD, ChronoPost, and Colissimo
Please note that pick-up point is automatically selected, so you must actively select something else if desired.
Do you offer free returns?
No, we don't offer free returns.
The return price will be deducted from the total amount of your order.
When can I expect my money back on a return?
It can take up to 5-7 working days.
The return price will be deducted from the total amount of your order.
My order shows it is being returned to sender, why?
If you do not pick up your package or the delivery is refused, your purchase will automatically be refunded, except for any shipping charges.
Claims
What do I do if my item are defect?
Your purchase is covered by the Sale of Goods Act, including lack rules. This means, that the consumer has 24 months warranty, that you can either have a faulty product repaired or replaced, refund or reduction in price, depending on the specific situation. Of course it is a requirement that the complaint is justified and that the defect is not caused by an incorrect use of the product or other injurious behaviour.
In January 2016 there were adopted a new legislation in relation to the Consumer Complaints Act. We will always suggest to contact us and solve any complaints but in case there is a dispute we can't solve. We refer to the EU commission's home page - Online Dispute Resolution > http://ec.europa.eu/consumers/odr/
When you return the item(s), please simultaneously as detailed as possible indicate what the problem is. Please use our complaint/return form. It is not a requirement, but it eases our casework, and minimises the processing time for complaints.
YOU MUST CONTACT US WITHIN "REASONABLE TIME"
You must complain within "reasonable time" after you have discovered the defect. We recommend that you advertise as soon as possible, and within 2 months after the defect was discovered.
You can complain by contacting us via email: contact@ddigroup.com.
Please attach images when contacting our customer service. This way we can optimize your time and ours, and together improve our service.
Depending on the specific situation, you will receive further instructions.
If the return is due to a complaint, do I have to pay for the shipping costs myself?
If the complaint is justified, we will refund your reasonable shipping costs to send the product back to us. Otherwise, you must bear all costs of transport, including our freight costs for returning the item after the investigation. Remember that the product must always be in good packaging and get a receipt for shipment. You have the responsibility of the package / goods up to our reception. So keep postal receipt and tracking number.
Note: We do not accept packages sent COD (cash on delivery) or the like.
Payment
When do you withdraw the money for my order?
The purchase amount will be deducted from your account when the product/products are shipped.
What payment options do I have?
You can pay with the following:
VISA/Dankort, VISA, VISA Electron, Maestro, MasterCard, MasterCard Debit & JCB
Alternative payment methods:
PayPal
We cover the credit card fee for all online orders.
