Frequently Asked Questions
FAQ’S
How can I change address or phone number in Order?
If you wish to change the shipping address or phone number, you can do it through "My Order" section before the products are dispatched. You will see an edit icon on the order detail page. Please note that you cannot change the address once the order is shipped.
Please click the following link to view order history - https://www.ohsogo.com/sales/order/history
How do I check the current status of my order?
You can review the status of your orders and other related tracking information by visiting the "My Orders" section. You can instantly see the status of a specific order and all your past orders.
- Once the order is shipped, you can see a button "Track" which will give you more detailed information about your order status.
- If you have placed the user as guest, you can signup/signing using the email through which you have placed the order. You can track the order through the steps mentioned above.
- If your order has been shipped and you are still not able to know the order status through tracking link, wait for 12 hours. In some rare cases, courier partner take up-to 12 hours to activate the tracking link. Kindly check after the mentioned time frame.
Why is my order not showing?
If your most recent order is not showing after successful payment, please be rest assured & try checking the same after 10 minutes.
If you still face the issue, then kindly contact Ohsogo support team via the following link - https://support.Ohsogo.com/submit-request.php
What do I do in cases of failed delivery?
In case the delivery gets failed, kindly reach out us via:
- Helpcentre - https://support.Ohsogo.com/submit-request.php
- Write an email with your concern to 'support@Ohsogo.com'
Cancellation Policy
Click on the following link to see Ohsogo's cancellation policy - https://www.Ohsogo.com/cancellation-policy
How do I cancel an order? (before it has been shipped)
If the order or the item(s) that you want to cancel have not been shipped yet, you can cancel the order directly through your "Order" section.
If you have placed the order as a guest, signup/sign in with the email that you have used while placing an order and you can then cancel order through "Order" section.
In such cases, the order will be cancelled and the money will be refunded to you within 48 business hours after cancellation.
How do I cancel an order? (once it has been shipped)
If you wish to cancel an order that has been shipped but has not yet been delivered
Kindly do not accept the delivery of the order
Once we receive the product(s) back and verify its packaging/condition, we will refund your money within 24-48 business hours.
Check the status of the order or the item(s) under ‘Orders’ section.
Will shipping charges be refunded if I cancel ?
Shipping charges will be refunded if the complete order is cancelled. However, in case of part order cancellation, shipping charge will not be refunded.
What if I used coupon codes or gift card or reward points for payment and I have to cancel my order?
Coupon codes are intended for one-time use only and shall be treated as used even if you cancel the order.
If you had redeemed reward points for an order, the same will be credited back to your account in the case of a cancellation.
In case you used gift card amount, the same would be credited back to your gift card in the case of a cancellation.
Returns and Refunds
Return Policy
Returns will not be accepted under the following conditions:
If the request is initiated after 15 days of order delivery
Product is used or altered
Product is damaged due to misuse/overuse by the customer
Returned attempted without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged Serial Number is tampered
Defective products that are covered under Seller/Manufacturer’s warranty
Categories not eligible for Return:
Electronic products / Personal care appliances cannot be returned due to hygiene issues
Consumables (e.g health supplements, pills, baby products)
Sanitary pads and Diapers - Products should not be used, washed or dirty, The product must also be in its original box/packaging with all tags attached, to be eligible for returns.
Promotional products (eg: Promotional lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand Lingerie, shape wear, swimwear and underwear
Accessories (under Glam & Fit category)
For questions regarding a particular item, you can read the product's 'Description' on the Ohsogo App for a more detailed return policy.
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.
CANCELLATION AND RETURN POLICY - https://www.Ohsogo.com/cancellation-policy
How do I return an item purchased on Ohsogo?
Returns on Ohsogo are currently accepted only in the following cases:
- You have received a damaged product
- You have received a defective product
- Wrong product was delivered to you
- The product ordered was missing in the delivered shipment
In any of these cases, you could either request a replacement or a refund within 15 days of receiving the order.
Step 1: Follow one of the following steps:
- Via My Orders section
Click on 'Orders'. Go to Order and select 'Have a Concern'. Proceed with reason for return.
2. Via Help Center
Click on 'Have a Concern'>Click on 'Submit a Request' > Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference
Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.
Returns will not be accepted under the following conditions:
- If request is initiated after 15 days of order delivery
- Product is used or altered
- Product is damaged due to misuse/overuse by the customer
- Returned attempted without original packaging including, price tags, labels, original packing, freebies and 5. other accessories or if original packaging is damaged
- Serial Number is tampered
- Defective products that are covered under Seller/Manufacturer warranty
Categories not eligible for Return:
- Electronic products
- Personal care appliances cannot be returned due to hygiene issues Consumables (e.g health supplements, pills)
- Promotional products (eg: Promotional lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand
For questions regarding a particular item, you can read the product's 'description' on the Ohsogo App for a more detailed return policy.
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.
I have received a damaged /defective /wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or refund within 15 days of receiving the order:
Step 1: Follow one of the following steps:
- Via My Orders section
Click on 'My Orders'. Go to Order and select 'Have a Concern'. Proceed with reason for return.
2. Via My Orders section
Click on 'Have a Concern'>Click on 'Submit a Request' > Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference.
Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.
NOTE: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.
Can I return a Personal Care Appliance that I bought on Ohsogo?
Personal Care Appliances bought on Ohsogo cannot be returned due to hygiene issues.
However, in the case of a damaged/defective product, you will be eligible to an exchange directly by the brand. Please contact the brand's customer support for the same.
How can I track my Return Status?
You can track the return status under 'Orders' section on Ohsogo app/website. We will notify you on the status of your refund or replacement via email/SMS.
When will I get my return refund?
You can track the Refund status in our 'Chat With Us' option (available on Ohsogo App). Also, an email & the SMS is sent to your registered details once the refund is processed.
To check the status of your return, kindly visit 'Orders' section in Ohsogo app/website.
Can I return part of my order?
Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement for any individual item.
Returns/Replacements on Ohsogo are currently accepted only in the following cases:
- You have received a damaged product
- You have received a defective product
- Wrong product was delivered to you
- The product ordered was missing in the delivered shipment
In any of these cases, you could either request for a replacement or a refund within 15 days of receiving the order.
Step 1: Follow one of the following steps:
1. Via my Orders Section
Click on 'My Orders'. Go to Order and select 'Have a Concern'. Proceed with reason for return.
2. Via Help Centers
Click on 'Have a Concern', Click on 'Submit a Request' > Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference
How will I get refunded for the returned orders and how long will this process take?
- In the case of a return/replacement, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
- For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
- In addition, we also provide the hassle-free option of refund through Ohsogo Wallet, which can be used during future purchases.