FAQ - Frequently asked questions

1. Order and payment
2. Size
3. Vouchers
4. Shipping and returns:

1. ORDER AND PAYMENT:

Which payment methods are accepted? 

In our shop you can choose from various payment options: PayPal, credit card (Amex, Visa, Master, Maestro Google Pay and Apple Pay. You can easily choose the payment option that suits you best.

I have not received a confirmation email.
Don't worry, after you submit your order, we will send you a confirmation email within 24 hours. If you still don't see an email from us after 24 hours (please also check your spam folder), then simply write to our support: customercare@oh-april.com .

How can I check the shipping status of my order?
From the moment your order leaves our warehouse, you will receive a shipping confirmation from us by email with a DHL tracking number. With this number you can track the shipping progress of your order and always stay up to date.

Can I subsequently change something about the order I have already placed?
Unfortunately, due to current systemic and logistical circumstances, we cannot change individual items from an order that has already been placed.

Can I cancel an order that has already been placed?
Unfortunately you cannot cancel your order. This is because we have optimized our shipping process and make every effort to process, inspect and pack all orders as quickly as possible. A cancellation would interrupt the ongoing shipping process, which would affect all further processes. We therefore ask you to refuse to accept the shipment or return your order if you do not want to keep it. Thank you very much for your understanding.

Do I need an account to place an order? 
No, you don't need to create an account. You can complete the ordering process, but make sure that your details are correct during checkout (also note the auto-fill settings).


2. SIZE:

What size does Carmen wear?
Carmen, who is 170 cm tall, usually wears a size S (36) in most of our styles. She sometimes chooses a size larger to create a particularly casual look.

Please note that many of our items are generously cut and have a loose fit.

Find the perfect fit: We are happy to support you!
Not sure which size is best for you?
Just take a look at our size chart: 

• International Size: XS, S, M, L, XL
• EU size: 34, 36, 38, 40, 42
• Chest circumference (cm): 80, 84, 88, 92, 96
• Waist circumference (cm): 66, 69, 72, 76, 80
• Hip circumference (cm): 89, 93, 97, 100, 103

Measuring made easy – here’s how:

Chest circumference:
Place the tape measure horizontally under your armpits and over the fullest part of your chest. 

Waist size:
Measure your waist circumference at the level of your natural waist, i.e. between the highest point of your hip bone and the lowest point of your ribcage. 

Hip circumference:
Wrap the tape measure around your hips and measure the circumference at the fullest part of your buttocks.

You can easily calculate your size when you are on the product page. Simply click on the “Calculate your size” button and enter your details. This will give you even more accurate recommendations and ensure that your selection is the perfect fit for you

And if you're still unsure or have any further questions, don't hesitate to contact our friendly customer service. We are happy to assist you! 

3. VOUCHERS:

How can you purchase a voucher?
You have the option to purchase our gift vouchers worth EUR 25, EUR 50, EUR 100 or EUR 150. Each voucher comes with a voucher code that is automatically generated upon purchase. You will receive the voucher code in a separate message, which you can also pass on.

If you don't spend the entire amount at once, the remaining amount will remain on your voucher balance. It is important to know that our gift vouchers do not have an expiry date. Please note that we only send gift vouchers by email. It is therefore important that you enter the correct email address when placing your order.

How can you use a voucher?
If you have a voucher, you can redeem it at the checkout at the end of your order by entering the voucher code. Please check the invoice amount of your order to ensure that your voucher has been applied correctly.

If the voucher was not honored, contact our customer service at customercare@oh-april.com so that we can make manual adjustments.

Please note that the gift voucher balance may not cover the entire order amount. If your order exceeds the value of the voucher, you can choose another payment method to pay the remaining balance. For refunds, credit will be issued in the same manner as the original payment. However, note that the refund method cannot be changed.

What should you do if you haven't received a voucher?
A voucher will usually be sent within a few minutes to the email address you provided when purchasing. If you don't find the email in your main mailbox, please also check your spam folder. Some email providers may experience delayed deliveries.


4. SHIPPING AND RETURNS:

What shipping methods are there?
We only use the DHL shipping service. Unfortunately, we are currently not able to offer express shipping.

Which countries are available for shipping?
Our products can be shipped to the following countries: Germany, Belgium, Netherlands, Poland, Czech Republic, Austria, Ireland, Denmark, Finland, France, Sweden, Spain, Portugal, United Kingdom, Luxembourg, Italy, Greece, USA and Switzerland. You can find an overview of shipping costs here .

How can I check the shipping status of my order?
From the moment your order leaves our warehouse, you will receive a shipping confirmation from us by email with a DHL tracking number. With this number you can track the shipping progress of your order and always stay up to date.

Can I also have it delivered to a DHL Packstation?
We are happy to enable your order to be delivered to a DHL Packstation. Please enter the required information as follows during the ordering process:

• First name and last name
• Packstation and number (please enter in the street field)
• 9-digit postal number (please enter in the additional field)
• Postal code and city

We recommend not using the autofill function to ensure that the information can be transferred correctly.

How long does it take for my order to be delivered?
We aim to process orders received during our normal business hours within 3-5 business days. Please note that during drops, holidays and special promotions, processing and shipping times may increase to a few days.

If your delivery takes longer than expected.
You can easily track your delivery using the tracking number included in the shipping confirmation. Please understand that we have no influence on DHL's delivery process. If your package still hasn't arrived after more than 10 days, don't hesitate to contact our support at customercare@oh-april.com.

But please note that in the case of a drop or restock, 10 days for shipping can sometimes be normal.

If your package is lost in transit, rest assured that we will do our best to help you. However, we would like to point out that we are not liable for packages for which proof of delivery has been created. However, your satisfaction is very important to us and we are available to resolve any issues you may have.

How much does the shipping cost?
Your order will be shipped free of charge within Germany as soon as the value of the goods reaches 150 EUR. We charge shipping costs for orders within Germany under 150 euros and for deliveries abroad, regardless of the order value. You can find the exact shipping costs in the table below. In addition, the costs are also listed separately in the shopping cart and on the checkout page to ensure maximum transparency.

Germany	€5.90
Belgium, Austria, Netherlands, Poland, Czech Republic	€9.50
Ireland	€11.50
Denmark	€12.50
Finland, France, Sweden, Spain	€13.00
USA	€49.90
UK, Portugal	€13.50
Italy, Luxembourg	€14.00
Greece	€15.00
Switzerland	€20.50

Can I return my order?
Of course, we really hope that you like our products as much as we do. However, we understand if the items do not fit or suit you and will give you the option to return within 14 days of receipt. Please note that the return shipping costs are borne by the customer.

So that we can process your return smoothly, we ask you to use our returns form. You can find detailed instructions and our return guidelines here (https://oh-april.com/a/returns).

Is it possible to exchange products?
Unfortunately, an exchange is not possible due to system limitations. We hope for your understanding. However, you have the option to return items and order new ones.

How do I initiate a return?
For your returns, please use our returns portal and enter your details in the form. You will then receive an email that you can print out and use as a shipping label. We do not cover the shipping costs for returns. You are welcome to use the package we use for returns.

How do I initiate a return from a non-EU country?
If you are returning a package from a country outside the EU, you will need to fill out a customs declaration. This document must be enclosed with your parcel if you are sending it to us from a non-EU country. You are responsible for providing all necessary information accurately and completely on the applicable form. This includes details about the contents of the package, the value of the goods, the weight as well as your and our identity. This ensures that exactly what is being transported is recorded.

You can find the forms you need either online from the transport service provider of your choice or at a stationary acceptance point. Please don't forget to include our invoice with your shipment. If you need your invoice, please contact us at customerservice@oh-april.com .

It is also advisable to ask the transport service provider directly to clarify the exact process and to ensure that all necessary steps can be carried out properly .

How do I find out if my return has been received?
Once we receive your return, we will immediately inspect the returned items and issue a refund as quickly as possible. It is always advisable to keep the receipt of your return in case there is a loss and you need to contact the carrier.

Our logistics processing time, from receipt of the return to reimbursement, can take up to 14 days. If you have not received a notification after this period, please do not hesitate to contact our support at customercare@oh-april.com. We are happy to be at your disposal.

When will my return be refunded?
We will process your refund within 14 days and credit will be issued to the original payment method. Unfortunately it is not possible to issue refunds to another payment method.

If you sent multiple returns in one package, credit for those returns may occur at different times. Please note that depending on the payment method you choose, it may take a certain amount of time for the payment to appear in your account.

How are gift vouchers refunded after a return?
Did you pay for your entire order with a gift voucher? In this case, the amount will be refunded to your voucher and it will remain active. The voucher code does not change.

Did you combine the gift voucher with another payment method?
We will then apply the gift voucher to the items you keep. We will refund the remaining voucher value to your voucher balance. Here too, the voucher code remains unchanged. If the value of the items you keep is higher than the voucher value, the gift voucher will be fully credited towards the items you keep. The difference will be charged to the payment method you used for the gift voucher.

Are certain conditions to be taken into account?
Please note that our headquarters / office in Cologne is not a return address. Unfortunately, we cannot accept returns there and therefore acceptance will be refused on site and the shipment will be returned to the sender. We regret this very much, as we would also like to avoid this. We therefore always ask you to use the returns portal. Simply click here .