Shipping Policy
At Oheylo, we’re committed to making your shopping experience as smooth and enjoyable as possible. Please review the information below to understand how your order will be processed and delivered.
1. Order Processing
Orders are typically processed within 1–2 business days after payment is confirmed.
Orders placed on weekends or public holidays will begin processing on the next business day. During holidays, sales or other busy periods, processing may take slightly longer.
Once your order has been dispatched, you will receive a shipping confirmation email with your tracking information.
2. Shipping Destinations
We currently ship worldwide.
Shipping availability may vary for certain remote locations.
3. Estimated Delivery Time
Estimated delivery usually takes 10-14 business days after dispatch.
Delivery times are estimates and may vary depending on your destination, customs clearance, local courier operations, public holidays, weather conditions and other circumstances outside our control.
Please note that processing time is separate from delivery time.
4. Shipping Costs
Any applicable shipping charges are calculated based on the weight, dimensions, and destination of your order. It will be clearly displayed during checkout before you complete your purchase.
If free shipping is offered as part of a promotion, the applicable terms will be shown on our website or at checkout.
5. Order Tracking
Once your order has been dispatched, you will receive an email containing your tracking number or tracking link.
Tracking information may require 2–5 business days to update after dispatch. If you do not see an immediate update, please allow a little more time for the courier’s system to refresh.
6. Orders Arriving Separately
Some products may be stored and dispatched from different fulfilment locations. If you order multiple items, they may arrive in separate packages and on different dates.
You will not be charged additional shipping fees when an order is divided into multiple packages.
7. Incorrect Shipping Addresses
Please check your shipping information carefully before submitting your order.
If you notice an error, contact us as soon as possible. We will do our best to update the address, but changes cannot be guaranteed once an order has entered processing or has been dispatched.
Oheylo is not responsible for orders delivered incorrectly due to incomplete or inaccurate information provided during checkout. Additional shipping charges may apply if an order needs to be resent.
8. Customs Duties and Taxes
International orders may be subject to import duties, customs fees or local taxes imposed by the destination country. These charges are not included in the product price or shipping fee and are the customer’s responsibility. We recommend checking your country’s import regulations before ordering.
9. Delayed Orders
Occasional delays may occur due to customs clearance, courier disruptions, severe weather, public holidays or increased seasonal demand.
If your order has not arrived within the estimated delivery period, please contact us with your order number. We’ll assist you in checking its delivery status.
10. Packages Marked as Delivered
If your tracking information shows that your package has been delivered but you cannot locate it, please:
- Check around your property, mailbox or designated safe place.
- Ask household members, neighbours or building management.
- Contact the local courier for further delivery details.
If you still cannot locate the package, please contact us within 3 days of the delivery date and we’ll do our best to assist you.
11. Lost or Damaged Packages
If your package appears to be lost in transit or arrives damaged, please contact us promptly with your order number.
For damaged items, include clear photographs of the product and its packaging so we can review the issue and provide an appropriate solution.
12. Questions About Your Delivery
If you have any questions regarding your order or delivery, please contact us through our website’s contact form or email us at contact@oheylo.com.
Please include your order number in your message so we can assist you more efficiently.