Order Issues

Can I cancel or change my order?

Once an order is placed we are unable to modify it in any way. This includes canceling an order, adding or removing items, changing a shipping address, or updating the payment method. We apologize for the inconvenience.If you have any additional ques

My order is marked as delivered, but I haven’t received it

Sometimes the following situations can occur with packages marked as delivered:- The delivery provider left the package somewhere discreet to prevent it from being stolen- A landlord, neighbor, or loved one may have accepted the package on your behal

My order arrived damaged. What should I do?

We're so sorry about that! Please contact us with the following information and we will happily take care of this for you:- Your theouai.com order number or email used to place the order- A list of the damaged item(s)- A photo or photos showcasing th

Why is an item missing from my order?

Some OUAI orders may ship in two separate packages depending on where the items are coming from. If your shipping confirmation shows one item missing, the second package will typically ship within 48 hours. You will receive a separate email with its

I received the wrong item in my order. What should I do?

We're so sorry about that! Please reach out with the following information and we will happily take care of this for you:. - Your theouai.com order number or email used to place the order- A list of the incorrect item(s) received / A list of the miss