The questions we are asked most often. If yours is not here, email support@ouzala.com and we will answer it personally.
How long will it take to receive my order?
Orders are processed within 1 to 2 business days, and standard shipping takes 6 to 12 business days in transit. That puts most orders on your doorstep 7 to 14 business days from the day you order. Full detail is in our Shipping Policy.
Do you offer free shipping?
Yes. Standard shipping is free on every order to Canada and the United States, with no minimum spend and no surprise duties at the door.
Where is Ouzala located, and where do you ship from?
Ouzala is operated by Outfinity Advertising from Kitchener, Ontario, Canada. Our orders are fulfilled through international logistics partners and warehouses, so your parcel may ship from a facility outside Canada. This is how we keep our range wide and our prices sensible.
What if I receive a defective or damaged product?
Email support@ouzala.com within 7 days of delivery with your order number and photos of the item and packaging. We will send a replacement or issue a full refund, including shipping, at no cost to you.
Can I cancel my order after it is placed?
Yes, for a full refund, at any point before the order ships. Because we begin processing within a day or two, email us as soon as you can. Once a parcel is in transit it cannot be cancelled, but you can still return it.
What is your return policy?
You have 30 days from delivery to request a return. Items must be unused, unworn and in their original condition and packaging. Contact us first so we can approve the return and give you the correct address. See our Refund Policy for the full terms.
When will I get my refund after returning a product?
Once the warehouse receives and inspects your return, approved refunds are issued to your original payment method within 5 to 10 business days. Your bank may take a few additional days to show it.
Do you offer any guarantees on your products?
Every item is covered by our 30-day satisfaction guarantee. If a piece is not what you hoped for, or does not hold up as it should, tell us and we will make it right with a replacement or a refund.
How can I contact customer support?
Email support@ouzala.com or call +1 (226) 783-2243. We are available Monday to Friday, 9:00 AM to 5:00 PM ET, and we respond to every message within 24 business hours.
Do you ship internationally?
Right now we ship to Canada and the United States. We are working on opening more destinations and will announce them here and to our email subscribers as they go live.
Do you have a physical store I can visit?
No. Ouzala is online only, and deliberately so. Not carrying the cost of a shop floor is part of what lets us keep our range considered and our prices where they are. Our address in Kitchener is a business office, not a showroom, and it does not accept returns without an approved return request.
Are your lighting products compatible with my voltage and plug type?
Our lighting is supplied for North American use, at 110 to 120V with a standard Type A or B plug. Bulb type and wattage are listed on each product page. If you are ordering for a different region, email us before you buy and we will confirm compatibility.
What if I need help choosing a product or styling a room?
Ask us. Send a photo of your space or a note about what you are dressing for, and we will point you to the pieces that actually fit. There is no charge and no obligation to buy.
How can I track my order?
As soon as your parcel ships we email you a tracking number and a link. You can also enter your order number on our Track Order page. Tracking can take 2 to 4 business days to start updating after you receive the email.
Is it safe to pay on your site?
Yes. Checkout is encrypted and payments are handled by established, PCI-compliant payment providers. We never see or store your full card details. See our Payment Policy.