FAQ's

I need to change something on my order. How can I do that?

Unfortunately, we are not able to change out the items in an order once the order has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product. 

How do I cancel my order?

Please contact us by email (support@ohlalakids.com) IMMEDIATELY with your order number, and state that you would like to cancel your order.  Please also include Cancel Order as the subject so we can take care of the cancellation as quickly as possible. 

We can cancel your order as long as it has not been processed or shipped. If we're contacted right away, we can generally catch the order before it begins processing. 

Once your order is canceled you will receive a refund via your original payment method. Please keep in mind the refund may take up to 10 business days to fully process through your bank/appear in your account.  You will receive a refund email once your refund is processed by us.

When will my order ship?

Most orders ship within 1-2 business days of purchase. Shipping times may vary due to availability of merchandise and the shipping option requested at checkout. Keep in mind:  Delivery time = Processing Time + Shipping Time. Refer to our shipping policy for more details about shipping and delivery. Orders are not shipped on the weekends or holidays.

Where is my order confirmation?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add support@ohlalakids.com or ohlalakidshop@gmail.com to your safe sender list. You can also check your order status by signing into your account on our website.

How can I track my order?

You can check on the status of your order at any time by using the tracking number and link provided in your order fulfillment email. Please check your "Order Has Shipped" email. If you can't find it, please reach out to us by navigating to the Contact us page and sending us a message. Also, you can track your delivery by going into your order history within your Account, then choose ‘track my order” where your courier information will appear.  

Why was my order canceled?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, we will contact you within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

The item that I want to purchase is Out Of Stock!  What can I do?

New items can sell out quickly, but we may get more soon! Send us an email with product code, size, color of the item you are interested in, and we will contact you as soon as the item becomes available.

Can I return  items that were purchased on Sale?

A small number of heavily discounted items may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit. 

How long does it take to process my return?

Once we have received your package, your refund will be processed within 7-10 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 EXCHANGES

We're not able to offer an exchange on returned items at this time and all returned items will be refunded once they've been received. If you need a different size or color of an item, then you'll need to place a new order.