FAQ

 GENERAL INFORMATION

- How I can know more about Ohana Moda?

You can know us better by reading the text called "Ohana Moda" located in the CUS-TOMER tab at the bottom of the web.

 - In how many languages I can buy?

Currently you can buy in www.ohanamoda.com in Spanish, English.

- All products are exactly as shown in the photographs?

As they are items hand crafted by artisans, there might be slight differences in colors, sizes and finishes.  If you have any question, we ask you to contact us in the e-mail info@ohanamoda.com

- Can I follow Ohana Moda on Social Networks?

We are present in:

FACEBOOK: https://www.facebook.com/OhanaModa2

TWITTER:      https://twitter.com/ohanaModa2

INSTAGRAM: http://instagram.com/ohanamoda2

- Do the prices shown in www.etnikarte.com include VAT?

Yes they do. All products displayed in our shop include VAT.

 

MY ORDER:

- How do I know if my order was processed correctly?

You will receive an email with the details of your purchase. However, if you have any questions or queries, you can contact us at the following e-mail: info@ohanamoda.com or call our customer service (+34) 951 51 70 12, in which we will attend your specific needs from Monday to Friday in Spanish and English from 9 to 20 hours,

 - How I can cancel my order?

Send an email to info@ohanamoda.com  and tell us which item or order you want to can-cel and we will process it for you, provided your order has not yet left our warehouse.

 - What happens if I forget my password?

You can change your password or ask us to remind you yours by clicking on "My Account" and the link "Change my password" or "I cannot remember my password"

- What is the security policy on my data?

Ohana Moda ensures you the complete privacy of your data. We will not give your information and will respect the privacy of the same and will not transfer them to third parties.

- Will entire order come in one only shipment?

Yes, because all products are in our store of Madrid, when you order, all the items are in stock and you will receive your entire order.

- Do I have to pay customs charges to get my order?

Not in the countries of the European Community but outside the EEC, you may have to pay some customs duties on arrival in the destination country.

 

PAYMENT:

- What are the accepted forms of payment for my purchase?

Ohana Moda  accepts the following payment methods: Credit Card or Paypal.In Spain, you can also pay on delivery. When you pay with a bank card, the amount will be credited at the time of purchase.

- Why couldn’t I pay with my credit card?

Check that it has not expired or you haven’t exceeded the limit of the card to make pur-chases. Check that the data, expiration and CVV numbers are correct.

- Is it safe to use my credit card on the web?

Yes, the data is encrypted. Ohana Moda is hosted on a secure server. Bankia, the bank with which we work, is responsible for the security of the entire payment process through your POS (Point of Sale). Ohana Moda has no access to banking data of any client.

SHIPPING:

- Where I can get my order?

Tell us the address where you want to receive your order. In Spain you can choose to receive it at the address you specify or pick it up at the post office you prefer.

- How will I be informed of the delivery?

Ohana Moda will send you a confirmation mail and the logistics company will contact you to confirm the date, time and place of delivery.

- Can I buy from a country and request delivery in another?

No, the purchase and delivery should be in the same country.

- How much are the shipping costs?

For orders from 49 €, shipping is free to mainland Spain. For smaller orders or outside of Spain, during the purchase process for each destination and purchase the amount will be displayed.

 

RETURNS:

- How I can return an order? Can I return the items that do not meet my expectations?

Sure. We hope you enjoy what you have chosen, but if you don’t for any reason, you can return what you do not want to keep by calling ENVIALIA or the company that delivered your parcel, so that they collect the package.

- How many days do I have to return my order?

From the date of the order, you have 30 days to return it if you are not completely satisfied.

- Do I have to pay expenses for the return?

No returns to www.ohanamoda.com are free.

- What should I do if I receive a broken article?

Please let us know by emailing info@ohanamoda.com or follow the same steps for any return for another reason.

- When will I receive the amount of refunding of my order or items I have returned?

Once we receive the package in our store, and check that the item you wish to return is in the same condition that when we shipped it (excluding breaks), the reimbursement of this article will be made through the same method of payment that you have used when you purchased.

For this purpose, earlier we will send you an email telling you the amount to be credited to your account. The payment to the credit card always depends on the issuing bank of the card.

In case you have to refund an item, make sure it is well packed to avoid breakage in tran-sit. When you receive the order, save the shipping carton until you are sure you do not have to return it to Etnikarte. If you need to return it, try to package it the same way it came.

INTERNET:

- Which browsers should I use to buy in www.ohanamoda.com?

Among others, you can use any of these browsers: Microsoft, Safari, Google Chrome and Mozilla Firefox

TAXES AND CUSTOMS DUTIES:

Under Article 68 of Law 37/1992 of 28 December on payment of Value Added Tax, the applicable VAT shall be that in force for each item, when the order is delivered in Spanish mainland and the Balearic Islands;  orders delivered in Ceuta, Melilla and the Canary Is-lands are exempted of VAT as dictated by the aforementioned Act.

Shipments to Canary Islands must pay customs management fees and other import taxes applicable to the purchased product.

SUGGESTIONS AND COMPLAINTS:

 Do not hesitate to contact us if you want to make any kind of suggestion, either on the site, articles, or any subject you want to tell us.

Our goal is to offer the best service and the most personalized service possible. Through our CONTACT form you can communicate what you need and we will be happy to answer any questions you may have as soon as possible