Service / FAQ

Is there a minimum order value?

No, your Oui orders are not subject to a minimum order value.

When will I receive my order?

We usually tranfer your order to our logistic service provider on the same day, but no later than on the next working day. That means you can expect to receive your order within 48 hours. You will be updated on the status of your order by email at all times, and you can also track it via the shipment tracking system of the delivery service.

How and when is my payment?

Generally, you have the option to select different payment methods. The debit from your credit card account or bank account occure immediately after processing your order, usually on the same business day.

*Please note:
To date, there have been no reported cases among the millions of completed transactions of end consumers who have entered their PIN and TAN number into the systems of Payment Network AG and encountered a problem with the instant transfer process. As a precautionary measure, however, we must point out that, in Germany, certain banks and savings banks consider that the use of instant transfers may lead to a shift of liability in the event of misuse, due to the PIN and TAN numbers being used outside their own online banking systems. This may mean that, in the event of misuse, the bank refuses to bear the cost which must then be borne by the end consumer. As yet, no end customers have found themselves the victims of fraud. However, as a precautionary measure, Payment Network AG has taken out its own policy insuring itself against cases of liability for up to €5,000 (for which the customer would otherwise be liable, should a PIN or TAN number be misused). Customers can therefore rest assured that, in the unlikely event of loss, potential liability claims against Payment Network AG are covered. The holder of the insurance policy is Payment Network AG.

Are my selected products always available for delivery?

Normally, only those items that are actually available are displayed in the Oui Shop. Even though our product database is updated in very short intervals, it may happen in exceptional cases that a product is already sold out when you submit your order. In the event that several customers order an item that is available once only, we regret that it is not possible to determine whether the chosen product can be delivered until after the order has been placed. If an order cannot be completed because an item is sold out, we will of course notify you as soon as possible. The chance of a reduced item being sold out increases the longer the period of time between adding the product to your shopping basket and submitting the order. As soon as your order is being processed in our warehouse, you will receive an email with a definite and reliable update on your order.

Will items that are sold out be available for delivery at a later point in time?

Unfortunately, we are unable to provide information on the subsequent availability of individual products. Please check the stock overview displayed on the product view pages – as soon as a size/colour combination is back in stock, it will be displayed here immediately. Items that are sold out may become available again, so it is always worth checking our online shop for your desired product.

What is the quickest way for me to find reduced items?

Click on the “SALE“ button in the upper navigation bar for a complete overview of all reduced items in the Oui Shop. Our newsletter also keeps you updated on all current reductions. It is therefore worthwhile subscribing to our newsletter free of charge and without obligation to remain up-to-date.

Price changes after an order has been placed
On occasion, item prices may be reduced temporarily during promotions or if they are remnants. These price changes are determined on a case-by-case basis. When placing an order, the price displayed at the time of the order applies. Subsequent price changes cannot be applied to the ordered products.

Use of vouchers
There are vouchers in different denominations that you can use to pay for your orders in our shop. They are standard gift vouchers, which you can purchase and redeem in the shop at any time. They may also be promotional vouchers, which we distribute within the scope of marketing activities such as competitions, etc. Please note that not all types of vouchers or promotional codes can be used for all items in the shop. For technical reasons, only one voucher can currently be redeemed per order. Please refer to the respective campaign to see which voucher can be redeemed for which item. Vouchers are managed in your customer account.

Can I have my order gift-wrapped?

Yes, certainly. If you would like to receive your order in a gift box, please tick the corresponding box when placing your order. The packaging is subject to a service charge in the amount of GBP 2.50.

How can I add an item to my order later on?

Unfortunately, it is not possible to change or add items to your order later on. Please place a new order for any additional items.

What is the quickest way to find out what is new in the Oui Shop?

Please click on the “What’s new” button in the upper navigation bar for a complete overview of all new items. Our email newsletter will also keep you up-to-date about our current offers and special highlights. Simply enter your email address and click on Submit to subscribe to it free of charge and without obligation.

How can I find Oui products near me?

Use the StoreFinder to locate your nearest Oui stockist. Select your country and enter your postcode into the corresponding field. Then click on "Search".

How can I find my favourite product?

Click on the PRODUCTS button in the upper navigation bar to display a list of all corresponding product groups. Clicking on the product group again will display a complete overview of all available items in this product group. This is where you can specifically select an item for an enlarged view with all the relevant information. Unfortunately, we are unable to offer the whole Oui range in our shop. Thank you for your understanding. Should you be unable to find a product in a certain colour or size, you can use the StoreFinder to locate a Oui stockist near you. Your favourite product might be available there. You can also search for a specific item by using our search function in the menu navigation or contact our call centre who will be more than happy to further assist you.

How much are the shipping costs?

Oui Gruppe GmbH & Co.KG covers the large part of the costs for careful packaging and reliable delivery of the goods. In Germany, for orders totalling GBP 50 or more, we will ship your goods free of charge. Orders totalling less than GBP 50 are subject to a GBP 4.90 charge for shipping costs. For deliveries to customers outside of Germany, orders totalling 200,- Euros resp. 200,- GBP or more are free of charge. Due to logistical reasons we've to charge 15,30 Euro resp. 12,50 GBP for orders totalling less than 200,- Euros resp. 200,- GBP that are delivered to countries outside of Germany.

Where do you deliver?

For logistical reasons, we currently only delivery to the countries Germany, Austria, Belgium, Luxembourg, Great Britain, Netherlands, Finland, France, Italy, Spain und Portugal. Please always use your residential address as the order address. If you would like us to send the goods to a different delivery address, please enter it under “Delivery address” in the corresponding category when placing the order. PO boxes are not permitted.

How can I return items?

You can return the goods for whatever reason within 14 days of receipt, without stating a reason, to the following address. To make this process easier for you, we have attached a return voucher to your invoice email which you can use to conveniently send the goods back to us.

  1. The returns process:
  2. Please complete the enclosed returns slip and add it to the package.
  3. If you have paid by credit card, you will be refunded the amount into your credit card account. In case of prepayment please complete the enclosed returns slip with your bank details.
  4. Please send your returns to the following address:

    Retoure Oui
    Lindberghstrasse 8
    85399 Hallbergmoos
  5. Once we've received your return, we will issue a credit note which we will send to you via email. Please retain the receipt for your records as proof of your return until you have received this credit note.

Please note that goods can only be returned if the original article tags are available.

The corresponding legal notes are as follows:

1. Right of return:
You are entitled to return the goods received without stating a reason within a period of two weeks. This period commences from our receipt of intention to return in writing (e. g. as a letter, fax or E-mail) but not however prior to your having received the goods (in the case of repeated delivery of the same goods not before receipt of the first part delivery) and also not prior to fulfilment of our information obligation in compliance with Section 312 c para. 2 BGB (German Civil Code) in conjunction with Section 1 1 paras. 1, 2 and 4 BGB-InfoV as well as our obligations in compliance with Section 312 e para. 1 sentence 1 BGB in conjunction with Section 3 BGB-InfoV. In the case of goods that cannot be sent by parcel (e. g. in the case of bulky goods the request to return should be explained in written form e.g. as a letter, fax or E-mail. To observe the return period, the timely despatch of the goods or request to return them is sufficient. Either way, the return of the goods will be made at our expense and at our risk. The return delivery and request to return them must be made to:

Retoure Oui
Lindberghstrasse 8
85399 Hallbergmoos

Once we've received your return, we will issue a credit note which we will send to you via email. Please retain the receipt for your records as proof of your return until you have received this credit note.

2. Consequences of returns:
In the event of effective return, the actions taken by both parties are returned and possible benefits obtained (e.g. the benefit of use) must be surrendered. In the case of deterioration of the goods, compensation for lost value may be demanded. . This does not apply to cases where the deterioration of the goods was exclusively ascertained when inspecting them - as for example it would be possible for you to do when purchasing physically from a store. You can incidentally avoid any obligation for compensation for lost value for deterioration of the goods by observing acceptance as agreed and not making any use of them whatsoever that could cause deterioration, and by refraining from any actions which might affect their value.

Obligations for the payments must be fulfilled within 30 days. The period begins for you upon despatching the goods or the request for return and for us with its receipt.

How can I pay?

We accept payment with your preferred credit card (Amex, Mastercard or Visa).

Payments with American Express can only be accepted when they are transacted in Euro.

When ordering, I am transferred to a different website, is that safe?

Yes, in this case it is a question of transfer to a secure server in order to provide particular security for your credit card details. If you are encountering this particularly secure process on the Internet for the first time then you first have to register there. These registration data are not made known to Oui and will also be available for you to use when making further purchases from other suppliers.

You can obtain further information from:

Mastercard at:


Visa at:

Who should I contact if I have questions about the Oui Shop?

In the case of questions that refer to our Oui-Shop, our Call-Center is at your disposal at any time:

By E-Mail:

By telephone and fax
Telephone:+49 (0)89 - 944 05 314
Fax: +49 (0)89 - 2555 13 00 23
Monday to Friday 09.30 am to 04.30 pm.

By mail:
Oui Gruppe GmbH & Co. KG
c/o bestbytes
Pienzenauerstr. 10
81679 Munich, Germany

Questions concerning technical problems with the Shop can be sent directly by e-mail to:
For legal information concerning the Shop, please refer to the legal notes section of the website.

Should you have general questions (jobs, press etc.) about the Oui company, please contact the following address: or find us on the Internet at

How do I register?

You are able to open a customer account in the Oui Shop at any time. You can do this when placing an order or above the menu button “Login”, that is displayed on every page of the online shop.

How do I login?

There are two ways of doing this: Either go to the “Login” button at the top of each of the Shop’s web pages. Alternatively, you can login during the order process after you have clicked on “Add to cart” and clicked on the button “Proceed to checkout”.

What functions does a customer account offer?

A customer account offers you various functions. This way, you can check all of your orders, and check your despatch status or change your password or personal data, together with delivery and invoicing addresses.

I have forgotten my password. What shall I do?

If you have forgotten your password, you can go to “Login”, generate a new password and we shall send it to you. To do this, simply enter the E-mail address with which you registered in the “Forgotten your password?” field.

Browsers supported

In order to assure a correct display and functionality for the Oui Shop we recommend the use of the latest browser versions of Internet Explorer, Firefox, Opera or Safari. For an optimal view of the pages you should have your browser set so that Java and JavaScript are activated. To add products to your cart, the function “Accept cookies” must be activated.

What are cookies? And what are they used for?

In order to place an order at the Oui Shop, your browser security settings must permit the generation of so-called cookies on your PC. Cookies are small datasets that are saved from our website to your hard drive and facilitate recognisability. We use cookies in order to perform frequency, page usage and marketing evaluations. For all evaluations, we use cookie information exclusively without connection to personal address data so that they are fully anonymous. The use of cookies on the Internet is standard practice and improves the ease of use for site visitors, in that web pages can be better tailored to their requirements. The cookies generated by us remain on your computer for an undefined period and can be deleted by you at any time. You can change cookie acceptance at any time or prevent their use in advance using the security settings of your browser. Please note, however, that making purchases from the Oui Shop will no longer be possible.

What steps do we take to protect your data security?

The security of your data is of great importance to us. As a customer in the Oui Shop, you can make purchases without having to worry. Generally, you can visit our website without having to use personal data. We do however need them under the following circumstances:
- when placing an order
- when subscribing to a newsletter
The details that you make concerning yourself and your interests are exclusively used by us in order to provide the best possible service and a range that is tailored to your requirements.
We take every possible step to protect your personal data:


The data that are required to process the business transaction are saved and passed to associate companies or our service partners within the scope of the ordering process. All personal data are naturally treated as highly confidential. In order to check credit or creditworthiness a data exchange may take place with the appropriate companies. If, when registering your for our newsletter, you accept the use of your data for advertising purposes, you can always cancel this use of your data at any time by sending an E-mail to our Call-Center (E-Mail: ). Upon receipt of your cancellation we shall refrain from the further use and processing of your data and/or cancel the further transmission of promotional material to you.

How are my personal data protected when placing orders at the Oui-Shop?

All personal data are encrypted before you have left your PC and are transmitted on the Internet. For this purpose, Oui uses the recognised secure “Secure Socket Layer” (SSL) form of transmission using AES 256-bit encryption. The encrypted details of your order, your name, your address or your credit card cannot be accessed by others.

Why do I have to provide my telephone number when placing an order?

We use your telephone number in order to clarify possible questions concerning your order