FAQ


DELIVERY

What are your delivery methods and charges? How long is delivery for goods shipped in Italy?

Delivery charges and times for purchases made at OVS.it will vary depending on the type of delivery chosen.
   - Standard delivery: €4.95; free delivery for orders over €50. Delivery in 3-5 working days;
   - Express delivery: €9.95 (delivery in 24-48 working hours*)
   - Click&Collect: purchase online and collect your order from an OVS store in 3-5 working days. Charges: €2.90 (the service is free for orders over €20)
   - Collect&Pay: book online and collect and pay for your order in an OVS store in 3-5 working days. Charges: €2.90 (the service is free for orders over €30)


*Express orders made by 12:00. on a week day are shipped on the same day. Orders made after 12:00 are shipped on the next working day. For Sicily, Sardinia, Calabria and remote areas, shipping is guaranteed within 72 working hours.

Can I track the status of my order?

Yes. If you have made your order online as a registered customer, access your reserved area and click on "My Orders”, then click on the order you wish to check.
   - If the order is “in progress”, this means that we are preparing the shipment. The time needed to prepare a Standard delivery is around 2-3 working days
   - If the order is marked as “shipped”, please click on the “Tracking ID” search number. You will be redirected to the courier's website (SDA) where you can track your shipment


In any case, including for items purchased as a guest, as soon as SDA receives your package, you will be sent an email with a link to track your package.

What happens if I am out when the courier arrives?

The SDA courier will contact you on the phone number you have provided to arrange a new delivery.

Can I collect my order in store?

Some stores in the OVS network are authorised to receive deliveries of online orders. If you wish to receive your order in store, when checking out your basket, select one of the two options: “Click&Collect” or “Collect&Pay”, and make sure that your preferred OVS store offers this service. You will be notified by email when your order arrives in-store. To pick up your order, remember to take a printout of the receipt attached to the shipping confirmation email and a valid form of ID to the store.

What is the “Click&Collect” service?

You can make your purchases online at OVS.IT and then collect them from one of the OVS stores that offer this service. The charge for this service is €2.90, although it is free for orders above € 30. Your purchases will be delivered in 3-5 working days.

What is the Collect&Pay” service?

You can make your purchases online at OVS.IT and then collect and pay for them at one of the OVS stores that offer this service. The charge for this service is €2.90, although it is free for orders above € 30. Your purchases will be delivered in 3-5 working days. Your order will be kept in your chosen store for a maximum of ten days from the delivery date. After this time, it will no longer be available for collection. We accept various payment methods in store. Choose the one that suits you (cash, credit card, debit card). Items purchased using “Collect&Pay” can only be returned to the store chosen for collection of the original order.

Do you deliver outside Italy?

Unfortunately, at this time, purchases made from OVS.it can only be delivered within Italy. For delivery to other European countries, please see our European website https://www.ovsfashion.com.


SHOP OVS.IT

How do I look for an item?

You can look for the item you need by browsing through our catalogue or entering a search query, using the search box in the top right of the website screen. Items are divided into Women’s, Men’s, Boys’ and Girls’, as well as according to type (for example, shirts, trousers, accessories, ...) You can even refine your search using one of the filters on the catalogue page or on the page with your search results. You can delete your filter at any time to return to all search results. Your search items will be shown to you with details concerning price and available colours.

Where can I read a detailed product description?

The product page contains photos of the chosen item, with zoom function to show the details. There is also fabric, eco value and garment care information. You can choose from the available colours, select the size and number required, and add the item to your basket to complete your purchase. The product page also immediately shows you whether or not the product is available online. If you wish, you can add the item to your own Wishlist or share it by email, Facebook, Twitter and other social media.

How do I choose the correct size?

Click on "Size guide" on the product page, which will open a table containing a summary of our sizes, and their equivalents in the various countries. We will also guide you in identifying your size by providing the equivalent measurements in centimetres.

How can I add an item to my basket?

From the Product page, which you access by clicking on each individual item, choose the size and colour you prefer and click on "Add to Basket".

How do I complete my order?

By entering the basket section in the top right of the page, you can view the products you have chosen, together with details of the colour, size, and price by clicking on each individual item. If you have purchased 2 items the same, these will be added to your list together. You can edit your order at any time by removing or adding items. Each product present in the basket can be changed. Click on the individual item to access the product page where you can change the size, colour and quantity. You can also enter a voucher or discount code from your basket, as well as choose your preferred payment and shipping methods (which can be edited in the following steps). Once you are sure of your choices, click on “Proceed to payment” and decide whether to complete your purchase as a registered customer or as a guest. Then enter all the details required for delivery, billing and payment; accept the general terms and conditions of sale and then click on “Confirm and pay” to complete your online order.

How can I be sure that I have correctly completed my order?

If your order has been submitted successfully, you will see a thank you message with all of the details of your order (including your order number). In the next few hours, you will receive an email confirming that your order has been processed. If you made your online purchase as a registered customer, you can also enter your personal area and check the status of your order.

Do I have to register to make a purchase?

No. You can make online purchases as a registered user or as a guest.

Are purchases made on OVS.it safe?

Of course! Payments made with on our website are encrypted and safe. Your browser will indicate that your purchase is protected via the closed padlock icon in the status bar.

Why register on the website?

Registering on OVS.it offers many benefits, allowing you to:

   - Check your previous orders and track any orders in progress;
   - Start a returns process and check the status;
   - Manage your account and the delivery addresses for your purchases;
   - Receive all updates on special offers, new products, new arrivals, newsletter initiatives (you can only sign up for the newsletter by consenting to the Marketing privacy statement).

How do I sign up?

Click on "Access" in the top right of the screen or on the main menu if you are using a smartphone. Click on “Create account”, complete the form with your details, link your OVS Card if you have one, and if you want to, enter your date of birth to create your own OVSiD, a single account to use online, on the app, and in store. Agree to the processing of your personal data and click on “Create account". You will receive an email with a summary of your access details for logging in.

How do I change my registration details?

Access your online account and click on “Personal Details”. In this section, you can view and edit the data you provided when you registered.

I am already registered but I have lost my password. Can I recover it?

Click on "Access" in the top right of the screen or on the main menu if you are using a smartphone. Click on “Forgotten Password”. Follow the instructions that will appear on your screen to start the procedure to create a new password.

I don’t have a personal profile and I would like to register on this site using Facebook. What do I do?

Click on "Access" in the top right of the screen or on the main menu if you are using a smartphone. Click on “Create Account” and then on “Login with Facebook”. You will be redirected to a page on which you will be asked to login with your Facebook credentials and to enter the missing data needed to complete your profile. Next, to enter the private areas of the website, simply click on “Login with Facebook”.

What is a Wish List?

By adding a product to a Wishlist, you can create a list of your favourite products. Each time you visit OVS.it, you can view your list, update your list items, and proceed directly to purchase your favourites.

What are the guarantee terms for OVS products?

All OVS products are covered by the Legal Guarantee of Conformity required by articles 128-135 of the Consumer Code. The Legal Guarantee of Conformity is required by the Consumer Code (articles 128 and subsequent) and protects the customer should they purchase faulty goods, products that do not work or which are not suitable for the use declared by the seller, or for the use for which they are generally destined. The consumer can exercise their rights regarding the Legal Guarantee of Conformity by directly contacting the seller of the products, even if this is not the manufacturer. Should the product be deemed non-compliant, the consumer is entitled to have the faulty product repaired or replaced by the seller, free of charge, unless the solution requested is impossible or excessively burdensome in comparison to the alternative solution. If it is impossible to replace or repair the product, the consumer is in any case entitled to a price reduction, or to receive a refund for the amount, calculated in proportion to the value of the product, after returning the faulty product to the seller. The legal guarantee is valid for two years from delivery of the product and must be applied by the consumer within two months of identifying the fault.

Do the prices on the website include VAT?

Yes, all prices displayed already include VAT, exactly as they do in our stores.

What are the terms and conditions of sale online?

You can consult the terms and conditions of sale for each purchase before confirming your order. Conditions are available to read on this page: https://www.ovs.it/sell-policy.html.

How do I unsubscribe from the OVS Newsletter?

All OVS newsletters contain a link to unsubscribe at the bottom of the page.


PAYMENTS, GIFT CARDS AND PROMOTIONS

Which payment methods do you accept online?


   - credit card (Visa, Mastercard and American Express), free of charge
   - PayPal, free of charge
   - Amazon Pay, free of charge
   - Cash payment on delivery (up to a total amount of €1.000) €2.95


Can I use a Discount Code/Coupon?

Yes! On OVS.it you can pay with valid Discount Codes or Coupons that have been supplied by OVS as part of a special promotion. If you have a valid Discount Code or Coupon, enter the code in the “Coupon” box in your basket and then click on “Add”. The total amount of your order will be automatically recalculated, net of the discount applied. Remember that vouchers generated in store and the OVS CARD premium vouchers are not currently valid online, but can only be used in other stores from the OVS network.

Why was my credit card refused?

In our experience, cards can be refused for the following reasons:
   - The information requested for payment does not coincide with your card information; a simple typo in one of the fields can cause the transaction to be rejected.
   - You have not activated your security code. In a bid to protect cardholders from online fraud, some credit cards require you to enter an additional security code in order to confirm payment. The code is supplied by your bank You have exceeded your limit. It is also possible that you may have exceeded your credit limit or that your card has expired. Your bank can provide you with all the information you may require about your card and the payment options.
If you think that the problem is something else, please contact our customer service on this page: https://www.ovs.it/customer-care.html.

When will my credit card be charged?

The order amount will be charged to your credit card when the order is effectively shipped. Depending on the agreements you have with your card issuer, immediately after completing the payment procedure you may receive a message confirming that the charged amount has been reserved, but no amount will effectively be charged until the parcel is entrusted to the courier.

When will the payment be charged?

The payment is charged to your account as required by your card issuer

Can I ask for an invoice to be made out to my business?

Yes, simply enter the correct information about your company in the invoicing address. Remember to specify that the purchase is being made on behalf of a business and that you would like an invoice.

Where can I check my invoice?

You will receive your invoice via email.

Does OVS sell Gift Cards?

Of course! Our Gift Cards are available for purchase online (at: https://www.ovs.it/Gift_Card/purchase) as well as in participating OVS stores. The amounts available online are: € 10, 20 and 50.

I have been given an OVS Gift Card, can I spend it at OVS.it?

Yes, to use your Gift Card online, access your account, click on “Gift Card” and then on “Add a new Gift Card”. Then enter the code you find under the bar code of your Gift Card and click on “Add to basket”. At this point, your Gift Card will be found among the available methods of a payment on the checkout page.

Can I use a discount voucher to purchase an OVS Gift Card?

No, it is not possible to use discount vouchers when purchasing an OVS Gift Card.

Can OVS Gift Cards be used to make more than one purchase?

No, OVS Gift Cards can only be used for a single purchase amount, at least for the same face value of the Gift Card itself.

Do OVS Gift Cards have an expiry date?

No, OVS Gift Cards do not expire.

Can I get a refund for the amount on an OVS Gift Card?

No, there are no refunds on Gift Card amounts.

Is it possible to block an OVS Gift Card if it is lost or stolen?

No. OVS also accepts no responsibility for improper use of the card.

Can OVS Gift Cards be used to purchase any item at OVS?

Yes, except for other Gift Cards.

Can OVS Gift Cards be used during sales?

Gift Cards can be used to pay for any special offers and sale items. It is not possible to use any offers when purchasing Gift Cards.

Can I pay with a “Carta Reddito di cittadinanza” [basic “citizenship income” card]?

Yes, OVS accepts the Carta Reddito di Cittadinanza which operates on the Mastercard circuit.


RETURNS AND REFUNDS

Can I cancel my online order?

No, but you can return your purchase by activating a returns procedure, and you will be refunded the purchase price of the item, at no additional cost.

How do I activate a returns procedure for an online purchase?

For all online orders on OVS.it with standard or express delivery or using the “Click&Collect” service, you have a choice of 2 returns procedures:

   - Store return: go to an OVS store offering the “Click&Collect” service (it is only possible to return items from the kids clothing collection in OVS Kids stores) with the items you wish to return and a print of the receipt attached to the shipping confirmation emails (alternatively, you can show the receipt on your smartphone). Returns will be checked in store. The amount paid will also be checked in store, net of any discounts and promotions applied to the order in question. Should these checks prove positive, we will refund the amount according to the payment method used.

   - return via courier: if you made the order as a registered user, open your personal area, click on “My Orders”, select the order you wish to return and click on “Return”. This will redirect you to a page where you can select the products you want to return and confirm the procedure. Following your request to make a return, you will be sent an email which confirms that the procedure has been launched. To return your items, you must contact the courier [SDA] and arrange for collection of your parcel. This must be packed in its original packaging for shipping. Remember to specify to the operator that you wish the parcel to be collected, postage paid, stating that you already have the airway bill and providing an address for collection. The SDA customer code to provide, if requested, is the following: 329953. Remember to apply the new label you will find inside the parcel over the existing label.

As soon as we receive your parcel, we will check that your return has been activated correctly via the website OVS.it, within 30 working days from delivery of the items and after these have been checked for conformity. If the checks prove positive, we will refund the amount according to the payment method used. If you made your order as a guest, before contacting the SDA courier to schedule your collection, write to our customer service at https://www.ovs.it/customer-care.html to let us know which products you wish to return.

If you used our “Collect&Pay” service online, the returns procedure is different. See the next question for more details.
If you used our “Choose&Go” service online, the returns procedure is different. See the relative section at the end of this page for more details.

Is there a special returns procedure for “Collect&Pay” service?

Yes. Orders made using the “Collect&Pay” service can only be returned to the store where the order was collected.
In this case, the refund will be made in the form of a Gift Card for the value of the returned items, which can be used online and in store.

Is there a special returns procedure for “Choose&Go” service?

You can only return a "Choose & Go" order only to the store where you collected it. You have up to 30 days to return your items. See the relative section at the end of this page for more details.

How many days do I have to return an item?

You have up to 30 days from delivery to return your order online.

Can I track the status of my return?

When your request for a return is accepted, you will be sent confirmation via email. You can check the status of your returns in the “My Orders” section of your personal area, if your made your purchases online as a registered user. If you ordered as a guest, you can write to our customer service at: https://www.ovs.it/customer-care.html.

How is my refund paid?

Refunds on returned items are only paid after all the checks have been carried out on the returned order and the items are deemed satisfactory. These checks monitor the time when the return was requested, which must be no longer than 30 working days from receipt of the parcel, and the conformity of the order. Once these checks have been completed, you will receive an email confirming acceptance of the returns. The refund will be paid back into your account if you made the purchase using PayPal, or directly to your credit card, if you used this payment method. You will be able to view the refund on your account or card about 4-5 working days from receipt of the email confirming the acceptance of the return. All items purchased cash on delivery will be refunded by bank transfer, on completion of the returns process (after we have received the items, you will be contacted by a member of staff to request the IBAN for the bank account to which the refund will be paid. The refund via bank transfer will be paid no later than 10 working days from receipt of the returned item in our warehouse. The actual time will vary depending on your bank. In cases of online purchases made by Gift Card, refunds will be made by bank transfer.

How are coupon purchases refunded?

If you used a coupon or discount code with your purchase, this amount will not be refunded. The refund will consist of the difference between the purchase value and the amount of the discount applied.

Can online purchases be exchanged?

Unfortunately, it is not possible to exchange items purchased from OVS.it. However, you can return your purchase by activating a return procedure, and obtain a refund at no additional cost.


OVS FRIENDS and OVSiD

How do I join the Loyalty Scheme and become an OVS Friend?

t’s simple. And free. Just sign up for OVSiD or OVS CARD in store, or online at ovs.it ( https://www.ovs.it/ovsid). You can become part of OVS & Friends, the loyalty scheme that rewards every purchase and offers you exclusive benefits as soon as you sign up.

What are the benefits of your loyalty scheme?

OVS’ loyalty scheme offers Friends exclusive services and benefits, previews, and special dedicated offers. Here are just some of the benefits:

   - Welcome Gift: when you sign up, you receive a discount voucher for € 5 off when you spend € 50 or for € 10 off when you spend € 50 on ovs.it. Both discounts are valid for 2 months from the date you sign up.
   - Cuore points collection programme: collect points for discounts on purchases. If you change your OVS CARD to OVSiD, then you can access a catalogue of gifts inspired by your passions.    - Birthday discount: on your birthday, you will receive 15% off for Friend 1 Cuore and Friend 2 Cuori status, and 20% off for Friend 3 and 4 Cuori status, applied to purchases made no more than 1 week from your birthday. The discount cannot be used with other promotional offers, discounts or sale items. The discount cannot be used with other promotional offers, discounts or sale items.    - Early sales: our sales start early exclusively for Friends.

Why do I need to change my OVS CARD to OVSiD?

As well as OVS shopping vouchers for discounts of 10%, 20% and 30%, you can also access the Gift catalogue that reserves services and special offers from selected partners to Friends, as well as the chance to take part in dedicated competitions and events. Discover OVS Friends and the rewards catalogue at: https://ovsfriends.ovs.it/i-tuoi-regali.

How do I collect Cuore points?

Sign up for your free OVSiD, the digital card from OVS, or use your OVS CARD. Collect the hearts (Cuori) by purchasing at participating OVS stores, or online at ovs.it. You receive a Cuore point for every €1 you spend. Extra Cuori points are available with our challenges, tailored to help you reach the digital Gift Catalogue faster! Choose the gifts you like best from a rich digital catalogue, available at ovs.it

How do I use my Cuore points?

Collecting Cuore points will help you to reach Friend 2 Cuori, Friend 3 Cuori or Friend 4 Cuori status, with 400, 600 or 1000 Cuore points.

    - With 400 Cuore points, you will receive a gift voucher to use in store or at ovs.it for 10% off a purchase, or you can choose a gift inspired by your passions from the “Your Gifts” catalogue.     - With 600 Cuore points, you will receive a gift voucher to use in store or at ovs.it for 20% off a purchase, or you can choose a gift inspired by your passions from the “Your Gifts” catalogue.     - With 1000 Cuore points, you will receive a gift voucher to use in store or at ovs.it for 30% off a purchase, or you can choose a gift inspired by your passions from the “Your Gifts” catalogue.

And if you reach more than 1000 Cuore points, you will receive another gift voucher for 30% off your purchases for every 1000 points you collect. All vouchers are valid until 30/09/20. They cannot be used with any other discounts, promotions or on sale items.

How do I use OVSiD / OVS CARD and Cuore points for online purchases?

If you have signed up for OVSiD in store, just register at ovs.it, using the same email address used to obtain the card. Then log in before any purchase and the Cuore points will be automatically loaded to your account. At the check out, you can see the Gift Vouchers and offers available based on your Cuori points total and make your purchase using the available discount.

If you are an OVS CARD holder, you should sign up for OVSiD by registering at ovs.it and linking your OVS CARD number to your profile. This way, when you log in before making purchases, your Cuore points will be automatically credited. At the check out, you can see the Gift Vouchers and offers available based on your Cuori points total and make your purchase using the available discount.

Can I use my OVS CARD to pay?

No, OVS CARD / OVSiD are not methods of payment.

Can my friends or family use my card?

No. Your OVS CARD / OVSiD are personal and can only be used by the registered holder. If you have a friend or family member who is interested, they can sign up.

When can I use my Welcome Gift and eWelcome?

The € 5 Welcome Gift can be used in store when you sign up, when you spend a minimum of € 50 and no later than 2 months from the date of issue.
The € 10 eWelcome can be used online, when you spend a minimum of € 50 and no later than 2 months from the date of issue.

What do I do if my OVS CARD/OVSiD becomes lost or stolen?

You can ask for your card to be blocked in store. You will be issued with a new card, free of charge.

If I don’t show my OVS CARD / OVSiD, can I still receive points and discounts?

If you forgot your OVS CARD / OVSiD, you can give your details to the cashier, who can find your card on the store tablet; points cannot be awarded after the purchase has been made.


STORES

How do I find out the address and opening times for a store?

The page https://www.ovs.it/stores has all the information for the store you are interested in.

Is the product range the same in all OVS stores?

Due to the characteristics of individual stores, sometimes the range is different from store to store. Some of the smaller OVS stores may not include some departments. For more information on the range, see the store locator.

Can I exchange items purchased from OVS?

Items can be exchanged at any OVS store from the direct network for other items or for a voucher for the same amount, within a month from the date of purchase. It is necessary to provide proof of purchase. Store exchanges are not permitted for perfumery items or underwear.

I saw an item in store, but my size was not available. What can I do?

OVS store staff have search tools for different items and can let you know the nearest store with your size in stock. If you download the OVS app, you can scan the bar code for the item and check whether or not the item is available for sale on line

Is the product range the same in all OVS stores?

Due to the characteristics of individual stores, sometimes the range is different from store to store. Some of the smaller OVS stores may not include some departments. For more information on the range, see the store locator.

I have a problem with an item purchased from an OVS store. What do I do?

In this case, you can take it back to the OVS store where it was purchased, so as to check the problem with the manager or sales staff. Remember to take proof of purchase, together with the item.

Is it possible to open an OVS store as a franchise?

For all the information you need about the OVS franchise formula, see the "Franchising" section at https://www.ovs.it/Franchising+Italia.html.

Are there career opportunities at OVS?

You can send in your curriculum to the OVS website, at http://lavoraconnoi.ovs.it/. If you are interested in a job in store, you can also take your CV to your nearest store.


CHOOSE & GO

What is the “Choose & Go” service?

“Choose & Go” is a new online service that lets you shop in your favourite OVS store from home, and to collect your purchases just a few hours later.

How does it work?

Access OVS.it, click on “Purchase in store” (or on the icon next to the menu, from Smartphone) in the top left and choose your favourite OVS store. Shop the store range directly and add the items you want to purchase to your basket. You can choose to pay online or when you collect in store. After a few hours of completing your order, it will be prepared by staff in store and you will receive an email to inform you that your order is ready to be collected in store.

Do I need an OVSiD to use the “Choose & Go” service?

Yes, “Choose & Go” is an exclusive service for OVSiD holders. If you have an OVS CARD you can convert it online at https://www.ovs.it/ovsid or in OVS stores.

How long will it take for my order to be ready to collect in store?

Normally, if you make your order before 13:00, you can collect your items on the afternoon of the same day. If you make your order after 13:00, it will be ready on the morning of the next day. In any case, you should always wait for the confirmation email to say that your order is ready for collection in store.

How long do I have to collect my order in store?

In case of online payment, you have up to 7 days to collect your purchases after you receive the email for collection; you have 48 hours if you have chosen payment in store.

What happens if the items I chose online are not available in store?

If some or all of the items you ordered are not available, you will receive an email to tell you that your order has been cancelled or that it is possible to collect the available items only. In any case, you will not be charged or you will only have to pay for the available items.

How do I return items purchased with the “Choose & Go” service?

You can only return a "Choose & Go" order only to the store where you collected it. You have up to 30 days to return your items.

What do I do if I don’t receive an email to confirm that my “Choose & Go” order is being prepared?

Contact the store where you chose to collect your order. The phone number is on the store’s homepage.


CUSTOMER SERVICE

How do I contact OVS’ customer service?

Visit this page to check how to contact the customer service, based on your requirements: https://www.ovs.it/contatti.html.