Refund policy

Returns & Exchanges

We are pleased to accept returns of new and unused pieces within 14 days of delivery.

How to Return

Contact our Client Care team at eshop@oggo.com.tr or via WhatsApp at +90 533 486 6446 within 14 days of receiving your order. Please include your order number, the piece you wish to return and the reason for your return.
Our team will confirm your request and share the return address and instructions.
Please send your return within 10 days of notifying us, using DHL Express.

Returns sent without prior confirmation from our Client Care team, or to an address other than the one provided, may not be accepted.

Return Conditions

To be eligible for a return, your piece must be:

unused, unworn and in its original condition, with all tags attached;
returned in its original packaging, together with its box, dust bag and all accessories;
accompanied by a copy of the invoice.

Footwear: We kindly ask you to try on your shoes indoors, on a clean and soft surface. For reasons of hygiene, we are unable to accept shoes that show any sign of outdoor wear, including marks or scratches on the soles.

Every return is carefully inspected upon arrival at our atelier. Returns that do not meet these conditions will not be eligible for a refund and will be returned to you, with the shipping costs charged to you.

What Is Refunded

Your refund covers the price of the piece. Please note that the following are not refundable:

The original delivery cost. Although delivery is offered to you with our compliments, the shipping cost is incurred by OGGO at the time of dispatch and cannot be recovered once an order has been delivered.
Import duties and taxes paid on your behalf. These are set and collected by the customs authorities of your country and are not returned to us when a piece comes back.

These amounts will be deducted from your refund. Return shipping is arranged and paid for by you, in addition to the above.

This does not apply where a piece is faulty or where we have sent you the wrong item. In that case, we cover every cost, including return shipping, and you receive a full refund.

Return Shipping

We ask that all returns be sent using DHL Express, the same carrier we use to deliver to you. This ensures your parcel clears customs smoothly and reaches our atelier without delay.

Return shipping costs and any customs charges arising on the return are the responsibility of the customer. We cannot be held responsible for returns lost or damaged in transit, so we recommend an insured service.

When sending your return, please declare the parcel as "Returned Goods", state Türkiye as the country of origin and include a copy of your invoice. A parcel that is incorrectly declared may be held at customs, which prevents us from receiving and processing your return. Any charges we incur as a result may be deducted from your refund.

Where any return shipping cost or customs charge is billed to OGGO rather than paid by you, that amount will also be deducted from your refund.

Faulty or Incorrect Items

Every OGGO piece is inspected by hand before it leaves our atelier. If you believe your piece is faulty or is not what you ordered, please contact our Client Care team with photographs before sending anything back. Our team will review them and confirm the next steps.

Once the piece arrives at our atelier, it is examined by our craftspeople. Where a fault is confirmed, we cover all costs and issue a full refund, or replace the piece, as you prefer. Where no fault is found, the return is processed under our standard returns terms above.

Season Sale & Final Sale

Pieces purchased during our Season Sale, as well as any piece marked "Final Sale", are not eligible for return or exchange.

Refunds

Once your return has arrived at our atelier in Istanbul and passed our quality inspection, your refund will be issued to your original payment method within 14 days. Depending on your bank, it may take a few additional business days for the amount to appear on your statement.

Exchanges

To ensure you receive your preferred piece as quickly as possible, we recommend returning your original piece and placing a new order. Your new order is dispatched with complimentary delivery, and all duties and taxes included, as always.

Order Cancellations

If you wish to cancel your order, please contact us as soon as possible. Orders that have not yet been dispatched can be cancelled with a full refund. Once an order has been dispatched, it can no longer be cancelled, but you may return it in accordance with this policy.

Fair Use

Our returns policy is designed to offer a considerate experience to all our clients. We reserve the right to decline returns or future orders where we identify an unusual pattern of returns or misuse of this policy.