FAQ

ORDERS
 
WHEN WILL I RECEIVE MY ORDER?
We process orders within Europe in 3-5 business days. In some situations, the lead time may extend to a maximum of 7 business days, and we will inform you by email.

I RECEIVED MY ORDER BUT THE PACKAGE IS DAMAGED
Please contact our Customer Service as soon as you discover your package is damaged. We will do our best to find the solution of this situation. Additionally, we also recommend contacting the carrier delivering your package to write a protocol, in which the condition of the shipment and the circumstances of the damage should be noted.

IS IT POSSIBLE TO CHANGE THE DETAILS OR ADDRESS IN A PLACED ORDER?
Yes, it is possible. Please contact our Customer Service as soon as possible. If your order has not yet been packed, we will edit your details or shipping address.

CAN I PLACE MY ORDER BY PHONE?
We do not conduct phone sales. To place an order, please visit our website or one of our shops.
 
CAN I CANCEL MY ORDER?
This is only possible if the order has not yet been processed. Please contact our Customer Service as soon as possible. They will inform you about the status of your order and next steps.

I FORGOT TO ENTER THE DISCOUNT CODE WHILE PLACING THE ORDER. CAN I STILL ADD THE CODE?
Unfortunately, there is no such option. You can use the discount code on your next purchase. 

I DID NOT RECEIVE AN ORDER CONFIRMATION TO MY E-MAIL. WHAT SHOULD I DO?
We encourage you to check the SPAM folder. If you still can't find your order confirmation, please contact Customer Service, who will help you in this situation.
 
MY ACCOUNT
 
CAN I EDIT MY DATA IN THE CUSTOMER PANEL?
Yes, just log in to your account and make changes in the customer panel.

CAN I DOWNLOAD THE INVOICE IN THE CUSTOMER PANEL?
We send the invoice to the email address from which the order was placed. If you have not received the documents, please contact Customer Service.

I WANT TO MAKE A RETURN. SHOULD I MARK THIS INFORMATION IN THE CUSTOMER PANEL?
You do not need to do this. Return the products with a completed return form to the following address:
THE ODDER SIDE
Kopytów 44F /Procan

05-870 KOPYTÓW
 
ARE RETURNS FREE OF CHARGE?
We offer free returns from European countries. A return label is included with each order.

IS IT POSSIBLE TO EXCHANGE PRODUCTS?
Unfortunately, it is not possible to exchange, as the products in our collections sell out very quickly. Therefore, we are not able to guarantee that a particular product will be available, when you want to exchange it. 

THE RETURN SHIPMENT HAS ARRIVED AT THE WAREHOUSE, BUT I HAVE NOT RECEIVED A REFUND.
Our warehouse processes returns regularly. Once we receive confirmation of the perfect condition of the returned products, we will issue a refund within a maximum of 2 business days

I RECEIVED MY ORDER BUT IT IS FAULTY/DAMAGED. WHAT SHOULD I DO?
Please contact Customer Service by email, describe the situation, and attach photos showing the product defect. When sending back items, please include information (written on paper) about the faulty item. If the model of the product you sent back is still available, we will replace it. If the item is out of stock, we will refund the funds.

I RECEIVED MY ORDER, BUT IT CONTAINS THE WRONG PRODUCT. WHAT SHOULD I DO?
We apologize for the situation that has occurred. Please contact Customer Service to resolve the problem.

I DID NOT RECEIVE THE PRODUCT I PAID FOR
We apologize for the situation that has occurred. If you have any problems with the product, please contact Customer Service.

HOW TO FILE A COMPLAINT ABOUT THE PRODUCT?
If the purchased item turns out to be defective, please send it to the address of our warehouse with a completed complaint form. We will review your complaint within 14 business days.

WHAT IS THE RETURN PERIOD?
Any purchases made on our website can be returned within 14 days from the date of receipt of the shipment.

WHEN WILL I RECEIVE MY REFUND?
When your return is received at our warehouse, we will process it as soon as possible. Once processing is complete and the refund has been issued, it may take up to 5 business days before the amount is credited to your account. However, in most cases, it takes only 2 business days.

IN WHAT FORM WILL I RECEIVE THE REFUND?
We will issue the refund in the same form of payment originally used for the purchase.

I DID NOT RECEIVE A RETURN FORM IN MY SHIPMENT. WHAT SHOULD I DO?
You can find the return form here.

I PLACED AN ORDER IN THE ONLINE STORE. IS IT POSSIBLE TO RETURN IT IN ONE OF THE BOUTIQUES?
Unfortunately, that is not possible. Please send the products ordered online back to our warehouse address.
  
BOUTIQUES
 
ARE THE PRICES IN THE ONLINE STORE THE SAME AS IN THE BOUTIQUES?
Yes, the prices of our products are consistent, whether you shop online or in our boutiques. 

IS IT POSSIBLE TO RESERVE A PRODUCT IN A BOUTIQUE?
Absolutely! To reserve a product, we encourage you to contact our boutique for booking. You can find all contact numbers here.

I BOUGHT AN ITEM FROM AN ONLINE STORE AND WOULD LIKE TO EXCHANGE THE SIZE OR RETURN THE ORDER AT THE BOUTIQUE. IS THAT POSSIBLE?
Unfortunately, there is no such option. To return a product purchased online, please follow our procedures and send the package back to our warehouse. Additionally, we do not facilitate exchanges due to limited quantities of items.

IS IT POSSIBLE TO SHIP AN ORDER FROM A BOUTIQUE?
Unfortunately, that's not possible. We encourage you to place your order on our website.
 
NEWSLETTER
 
I SIGNED UP FOR THE NEWSLETTER BUT DID NOT RECEIVE A DISCOUNT CODE FOR MY FIRST PURCHASE.
We recommend checking your SPAM folder. If you haven't found our email there, please contact Customer Service.

HOW TO UNSUBSCRIBE FROM THE NEWSLETTER?
It's straightforward. In the footer of each Newsletter, there is an option to unsubscribe from our customer base. If you can't find it, please contact Customer Service. We will promptly remove your data from our mailing list.
 
OTHERS
 
CAN I PLACE AN ORDER WITHOUT REGISTERING AN ACCOUNT?
Certainly, it is possible. Add items to your shopping cart and complete your shipping information. However, we encourage you to sign up for our Newsletter, where you will receive a discount code for your first purchase and stay up-to-date with all our news.

CAN PRODUCTS ON THE WEBSITE BE RESERVED?
Unfortunately, it is not possible to reserve products in our online store.

THE PRODUCT I LIKED IS SOLD OUT. IS IT POSSIBLE TO SIGN UP FOR NOTIFICATIONS?
Of course! Simply go to the product you liked, select a size, and enter your email address. Once the product is back in stock, you will receive an email notification. 

IS MY PERSONAL INFORMATION SAFE WITH YOU?
Yes, we prioritize the security of your data and process it in accordance with the provisions of the General Data Protection Regulation (RODO) and applicable laws.