FAQ
How can I contact Olozen?
You can send us an email at info@olozen.com , where our customer service team will be happy to help you with anything you need!
Do you ship worldwide?
We ship worldwide!
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing the order. All requests after this time will be refused. Your order may be returned for a full refund upon receipt.
What payment methods do you accept?
Currently we accept all of the following payment methods:
- American Express
- VISA
- MasterCard
- Maestro
- PayPal
- Google Pay
- Union Pay
How long does it take to ship orders?
Order shipping times may vary between 2 and 4 weeks.
When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow additional time for your order to be processed. during holiday and sales seasons. We process orders Monday through Friday. Orders will be processed within 1-2 business days from the order date and shipped the day after the processing day. Please note that we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take 2-4 weeks to arrive.
What should I do if I don't receive my order?
If you do not receive your order within 30 days of shipment, you are eligible for a full refund. See our return policy.
Will I be charged for customs and taxes?
The prices displayed on our site are tax-exempt in Swiss Francs (CHF), which means you may be responsible for paying duties and taxes once your order is received. Import taxes, duties and related customs fees may be charged when your order reaches its final destination, and are determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us. For more details on charges, please contact your local customs office.
How to return an item?
Check our return policy on our page return policy , or contact us at info@olozen.com .
What if the items I received are defective/incorrect/damaged?
Please contact us if you have received goods that are incorrect, missing and/or defective. Please include your order number, photographs of the items and all relevant references when receiving your package. We will do our best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original method of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.
Are the tripod and stand sold together?
No , we sell these two products individually: the Tripod Stand and the Support Plate. If you wish to order either of these products, please confirm that you wish to purchase both items separately. Check out our terms and conditions of services page for more information.