Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

Ordering

Can I change the items ordered or the delivery address after placing an order?

Changing order details or the delivery address depends on the seller's policies and the stage of order processing. Typically, if the order hasn't been shipped yet, there might be a chance to modify the information. Contact us and request changes as soon as possible.

Why was my order cancelled?

Payment Issues: If there was a problem processing your payment—such as insufficient funds, payment method verification failure, or suspected fraud— the order might be cancelled.

Out-of-Stock Items: Occasionally, items may show as available at the time of purchase but might actually be out of stock or unavailable. In such cases, the order might be cancelled, and you'll be notified about the issue.

Address Verification Problems: If the shipping address provided doesn't match the information on file with your payment method, the order might get cancelled as a security measure.

Cancellation Request: You or someone with access to your account might have initiated a cancellation request.

System Error: Sometimes, technical glitches or errors in the ordering system might lead to accidental cancellations.

Non-compliance with Terms: If the order violates the company's terms of service or policies, they might cancel it.

Products

How to solve the problem of broken items?

Take photos or videos clearly showing the damage to the item and its packaging and contact us and we will give you a reasonable solution

Product Expired

Reach out store@oulaccosmetics.com to explain the situation and provide details about the product, including its expiration date and any evidence you have (like photos).

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners.

My package was lost, stolen, or damaged!

Check with Neighbors or Family: Sometimes, carriers leave packages with neighbors or in less obvious places. Check around your property and ask neighbors if they received it by mistake.

Contact the Carrier: Get in touch with the delivery carrier (UPS, FedEx, USPS, etc.) and provide them with your tracking number. They might have more details about the delivery or be able to initiate a search or investigation.

Contact the Seller: Reach out to store@oulaccosmetics.com. Inform them about the situation; we might assist in tracking the package or offer a replacement or refund.

Why has my order been returned to carrier?

If your order has been returned to the carrier, several reasons could explain this:

Incomplete or Incorrect Address: The shipping address might have been incomplete, inaccurate, or unreadable. This can cause the carrier to return the package to the sender.

Failed Delivery Attempts: If the carrier couldn't deliver the package after multiple attempts or if there was no one available to receive it, they might return it to the sender.

Refused by Recipient: Sometimes, recipients refuse to accept a package, leading the carrier to return it to the sender.

Customs Issues (International Orders): For international shipments, customs clearance problems or issues with import regulations could result in the package being returned to the carrier.

Undeliverable Package: If the package is damaged or if there's an issue with the contents, the carrier might consider it undeliverable and return it to the sender.

When can i expect my refund?

Processing Time: Once a refund is initiated by the seller or company, it often takes some time for the transaction to be processed. This period might range from a few days to a couple of weeks.

Payment Method: The speed of the refund might also depend on the payment method used. Credit card refunds, for example, usually take a few business days to reflect on your statement. However, it can vary based on the card issuer.

Seller's Processing Policies: Some sellers have specific processing timelines outlined in their policies. Check their website or contact their customer service to understand their typical refund processing time.

Return Shipping Time: If you're returning a physical item, the refund might be processed after the seller receives and inspects the returned item. This process can take some additional time.

Where are my points?

Due to the change of the points system, some points have not been updated, please contact store@oulaccosmetics.com for updates.

Free gifts

How do I get free gifts?

Please follow the instructions to complete the registration: Collabs

You can also register to our ambassador program and get free samples: Ambassador

How can I try Oulac for free?

You can try maximum 3 free items at a time by using our coupon code at: Try Oulac

Why is my free gift canceled?

To prevent fraudulent orders.

For free gifts order addressed to the same name and location, we will fulfill a maximum of three orders.

Get in touch

Have questions about your order, or a general enquiry?