Upon receiving your order, please inspect it and contact Ondou immediately 48 hours of delivery at studioondou@gmail.com if the item is damaged or if you received the wrong item.

Receiving Damaged Items

Please inspect your order upon delivery and contact Ondou as soon as possible if the item arrives damaged. To help process the issue and file a claim with the postal carrier, please email within 48 hours of delivery and include the following:

• Clear photographs of the entire shipping box, including all labels and tape
• Photos of the internal packaging
• Photos of the damaged item

This documentation is required in order to file a compensation claim with the postal service. Depending on the situation, Ondou will offer a replacement or a refund once the damage has been verified.

Please keep all packaging materials until the claim process is completed.

Lost Package

For shipments within the European Union, please wait at least 20 days from the shipping confirmation email before reporting a parcel as lost. This allows sufficient time for the postal service to complete delivery, as delays may occasionally occur, especially during busy periods.

Before reporting a shipment as lost, please check the tracking information provided in the shipping confirmation email or contact Ondou for assistance. Also, make sure to check with household members or neighbours and verify that the shipping address provided in your order is correct.

If after this time you believe your order may be lost, please contact Ondou. To proceed with the investigation, you will be asked to provide:

• Written confirmation stating that the shipment has not been received
• Official confirmation from the destination country’s postal service declaring the parcel lost

Once the shipment has been confirmed as lost, Ondou will initiate a claim with the postal carrier for compensation and will offer either a replacement or a refund.

Receiving Incorrect Items

Oops! This has never happened so far, but if that unfortunate day comes (Ondou is a one-person studio, not run by robots), please email studioondou@gmail.com within 48 hours of delivery. Ondou will provide instructions on how and where to return the package.

Once the incorrect item has been received, Ondou will cover the return shipping costs and will either ship the correct item or issue a refund.

When returning the incorrect item, it must be unused and in its original condition, including the original packaging. When returning the item, it should be carefully packed in a shipping box with sufficient packing materials to protect it during transit (at least 5 cm of cushioning on all sides of the item). The original cushioning materials and shipping box may be reused if they are still sturdy and in good condition; otherwise, a new sturdy cardboard box should be used. The package should be sealed securely with packing tape, similar to how the original box was sealed.

Returns for Personal Reasons

As an independent artist brand, Ondou strives to communicate each piece as clearly as possible — from updated photographs to detailed technical information, so, naturally, it is unfortunate if it didn’t meet your expectations. However, European Union consumer law allows customers to withdraw from their purchase within 14 days of receiving the item. This right does not apply to custom-made or personalised items.

If you decide to return a product within the 14-day cooling-off period, you are responsible for the cost of return shipping and packaging. The item must be unused and returned in its original condition, including the original packaging.

Please email Ondou within 14 days of delivery to notify about the return. Instructions on where to send the package will then be provided.

The refund will be processed once the returned item has been received and inspected by Ondou.

When returning the item, it should be carefully packed in a shipping box with sufficient packing materials to protect it during transit (at least 5 cm of cushioning on all sides of the item). The original cushioning materials and shipping box may be reused if they are still sturdy and in good condition; otherwise, a new sturdy cardboard box should be used. The package should be sealed securely with packing tape, similar to how the original box was sealed.

For orders shipped outside the European Union, returns for personal reasons are not accepted.

Refund Processing

Once Ondou receives and inspects the returned item, you will be notified whether the refund has been approved. If approved, the full amount paid, including standard shipping charges, will be refunded to the original payment method within 15 working days.

If the item is being returned, the refund may be issued only after the item has been received. Please note that banks and credit card providers may require additional time to process and post the refund.

If more than 15 working days have passed since your refund confirmation, please contact studioondou@gmail.com

Need help?

Contact studioondou@gmail.com for questions related to refunds and returns.