FAQ
FAQ
Questions before ordering
Answers for ordering, payment, shipping, returns, product care and personalization. Each section is separated so it can be edited later in Shopify.
Ordering
Do I need an account to place an order?
No. You can check out as a guest. An account can make future checkout and order tracking easier.
Can I change or cancel an order?
Contact us as soon as possible at ouiathome@gmail.com . Once an order has shipped, changes or cancellations may not be possible.
I did not receive an order confirmation.
Check spam or promotions first. If it is missing, email us with the checkout email and we will help confirm the order.
Payment
What payment methods are available?
Available payment methods appear at checkout and may vary by country, currency and payment provider.
Is online payment secure?
Checkout is handled through secure payment providers. OUI does not store full card details in the store database.
Why was my payment declined?
Please check with your bank or card issuer first. If another checkout error appears, email us with a screenshot if possible.
Shipping
How do I track my order?
Tracking information will be sent by email after shipment when tracking is available.
When will my order arrive?
Delivery time depends on destination, courier and product availability. Estimates and costs are shown at checkout where available.
Will I pay duties or import taxes?
International orders may be subject to local duties, taxes or customs fees. These charges are the customer’s responsibility where applicable.
Returns
Can I return an item?
Items should be unused, in original condition and packaging, and returned within the policy window.
How do I start a return?
Email your order number and reason for return to ouiathome@gmail.com before sending anything back.
Products and care
How should I choose a piece?
Choose by the room problem first: a tray for scattered objects, divided storage for work tools, or a catchall for items you set down daily.
Will natural materials vary?
Yes. Wood, ceramic, stone and textile details may vary slightly. This is part of the natural material character.
How should I care for OUI objects?
Wipe gently with a soft cloth, keep pieces dry where possible, and avoid harsh cleaners unless a product page gives specific instructions.
Personalization
Can I request a custom size or material direction?
Yes, where construction allows. Send the product reference, dimensions, room photos and material direction through Contact.
Will personalization cost extra?
Some requests may require extra time or cost. We will confirm feasibility and pricing before you commit.
What makes a good custom request?
Explain where the piece will live, what it needs to hold, approximate size, preferred mood and any deadline.
Contact Us
If you have any questions, feel free to reach out. We’ll make a note of them so we can help more people.