1. How do I place an order?
After opening the ochama App, you can browse through tens of thousands of products to choose from. Click on the product you like to see the detail page. Click on the "+" sign to add it to your shopping cart, or click on the pay button to pay directly. Then just wait for your order to be delivered!
If you have any questions during the process, you can contact our customer service team as follows (Available Monday to Friday 9am - 6pm)
Online Chat (App only)
Email: support@ochama.com
Phone: +318008600005 (Additional charge may apply if calling outside of Netherlands)
2. Can I cancel my order?
If the order has not yet been dispatched and the 'Cancel Order' button is still displayed, you can cancel the order yourself in the App or on the website.
If the order status is updated to 'Processing or In Transition', it cannot be cancelled. You can contact Customer Service to confirm the progress and try to call back the parcel for you. If the hold is successful, you will receive a refund. If the hold is unsuccessful, the order will still be delivered to you and you will be able to refuse the package when it is delivered to your door. The order will enter the refund process.
If you have any questions about order cancellation, please contact our customer service team.
3.Can I change my order details?
Once an order has been successfully placed, the items in the order, your name and address, etc. can no longer be changed. If you need to make changes, you can refer to the information in question (2) and cancel the order then place a new order. If you have any questions, please contact our customer service.
4. Where can I view the details of my order?
If you have successfully placed an order, you can view all your orders in the App by clicking on ‘My Orders’. Click on the relevant order to see the details.
5. What do the different order statuses mean?
Upaid
It means that your order has not been paid yet. If you want to proceed it, please kindly confirm the payment. If the order not get paid within 45mins, then the system will cancel the order automatically.
Processing
It means the order is paid and currently is waiting to be picked&packed at the warehouse. Your order will be shipped out shortly.
Ready for shipment
It means the order is ready to be shipped out.
Out for delivery/In Transit
It means your order is on the way.
Ready for pickup
It is applicable for Pick-up order which means your order is arrived at the pick-up point you selected, take your pickup code and you can get your order there.
Order Completed
It means your order has arrived at your delivery address.
Review
Once an order is completed, then feel free to share your shopping and product experience with other customers and with us.