FAQ | OVS
NON E' POSSIBILE SPEDIRE NEL TUO PAESE
Conferma Scegli il Paese
FAQs
Hello, how can we help you?

Find your answer in the following categories
ORDERS
SHIPPING
RETURNS
AND REFUNDS
PAYMENTS
gift Cards
AND PROMOTIONAL OFFERS
ovs friends
and ovsID
account
STORES
INTERNATIONAL
CUSTOMER SERVICE
ORDERS
How do I choose the right size?
+
-
Click on the "Size guide" on the product page, which will open a table containing a summary of our sizes, and their equivalents in different countries. We can also guide you in identifying your size by providing the equivalent measurements in centimetres.
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 (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.
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 “processing”, this means that we are preparing it for shipping. 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 website of the courier SDA, where you can check the status of your shipment/3 giorni lavorativi. - Se l’ordine risulta “spedito”, clicca sul numero di ricerca “Id Tracking”. Sarai indirizzato alla pagina del corriere SDA dove poter controllare lo stato di spedizione.
Can I track the status of orders made as a guest?
+
-
If you made your order online as an unregistered user (or guest), you can check its status using the following link: https://www.ovs.it/tracking.
In any case, for orders made as a guest, as soon as the courier, SDA receives your parcel, you will be sent an email containing a link to track its progress.
SHIPPING
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: € 3.95; free delivery for orders over €50. Delivery in 3-5 working days;
- Click&Collect: purchase online and collect your order from an OVS store in 5-7 working days.
- Cash on delivery: €6.90 for orders under €50; €2.95 for orders over €50. Delivery in 3-5 working days;
* The delivery times provided are based on average times and may vary at certain times of the year or in cases of strong demand from online orders (e.g., Black Friday).
What happens if I am out when the courier arrives?
+
-
Your SDA courier will try to deliver your items again on the next possible working day.
Can I collect my order in store?
+
-
Some stores in the OVS network are authorised to receive deliveries of online orders. If you want to pick up your order in store, when checking out your basket, select the option: “Click&Collect” and make sure that your preferred OVS store offers this service. You will be notified by email as soon as your order is ready in-store. To pick up your order, remember to take with you, a valid form of ID, a printout of the receipt attached to the shipping confirmation email and 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 offering this service. Your purchases will be delivered in 5-7 working days.
Do you deliver outside Italy?
+
-
Unfortunately, at this time, purchases made from OVS.it can only be delivered in Italy. For delivery to other European countries, please see our European website https://www.ovsfashion.com
RETURNS
AND REFUNDS
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.
Can I cancel my online order?
+
-
Unfortunately, online orders cannot be cancelled.
How do I activate a returns procedure for an online purchase?
+
-
For all online orders on OVS.it with standard delivery or using the “Click&Collect” service, you have a choice of 2 returns procedures:

  • store returns: take your returns to an OVS store, together with a print out of the receipt attached to the delivery confirmation email (or you can show the receipt directly from your smartphone). Returns will be compliance 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. Please remember that OVS Kids stores can only accept returns from the kids’ collection.
  • 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. Remember to specify to the operator that you wish the parcel to be collected, carriage forward, stating that you already have the consignment note, and providing an address for collection. The SDA customer code to provide, if requested, is the following: 845534. Before shipping, repackage the items to be returned in their original packaging. Affix the returns label, which you will find inside the parcel.


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. f you made your order as a guest, before contacting the SDA courier to schedule your collection, access this page https://www.ovs.it/customer-care.html and write to our customer care service, stating which items you wish to return. If you used the “Collect&Pay” service, it is only possible to return the items to the store where the order was collected. The refund will be given in the form of a Giftcard.
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 track the status of your return at: https://www.ovs.it/tracking.
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 concern 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 items returned. Once these checks have been completed, you will receive an email confirming acceptance of the returns.

Refund method
For orders paid online using a credit card, refunds will be credited to the card used at the time of purchase. You will be able to view the refund in your account or on your card about 5-10 working days from receipt of the email confirming the acceptance of the return.

For cash on delivery orders, refunds will be paid by bank transfer; you can enter your bank details in the relevant box when you make your purchase, and these will be used in case you need to return any items in your order. Alternatively, you can enter your bank details using the link that will be sent to you once your returns are being processed in store or online. Refunds via bank transfer will be paid no later than 10 working days from receipt of your bank details.

For orders paid using more than one method (Giftcard OVS + credit card or Paypal), the refund will be paid with an OVS Giftcard, up to the value of the original Giftcard used and any remaining amount will be refunded to your credit card or Paypal.
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.
Is there a special returns procedure for the “Collect&Pay” service?
+
-
Yes. Purchases 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.
PAYMENTS
On OVS.it you have several different payment methods to choose from, according to the one that is most convenient for you. These include:
+
-
- Credit card (Visa, Mastercard and American Express), free of charge
- PayPal, free of charge
- Amazon Pay, free of charge
- Cash on delivery (up to a maximum amount of € 1,000), cost: €2.95
Why was my credit card refused?
+
-
In our experience, cards can be refused for the following reasons:
- The payment information requested fails to coincide with those on your card. A simple typo in one of the fields can cause the transaction to be refused;
- 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. This code is provided by your bank.
- Your card limit has been exceeded or the card itself 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 payment is charged to your account as required by your card issuer
Where can I check my invoice?
+
-
You will receive your invoice via email.
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
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.
gift Cards
AND PROMOTIONAL OFFERS
Does OVS sell Gift Cards?
+
-
Of course. OVS Giftcards can be purchased online (on this page: https://www.ovs.it/giftcard/purchase) and 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, you can use your OVS Gift Card once you have registered on the OVS.it website.

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 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.
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 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.
ovs friends
and ovsID
What are the benefits of an OVS Card?
+
-
With an OVS CARD or OVS Student CARD, you will receive a special welcome gift straight away: a discount of 5 euros on your next 50 euro spend. You will receive your voucher at the cash desk when you register for your card.The voucher is valid for 2 months from the date of the first receipt after issue.It cannot be used with other discount vouchers or for ongoing promotions. Your store voucher cannot be used on OVS.it, but you can use it on your next purchase. Happy Birthday! With OVS CARD and OVS Student CARD, we offer you a 10% discount on purchases made on your birthday. The discount cannot be used with other promotional offers, discounts or sale items.
How do I join the Loyalty Scheme and become an OVS Friend?
+
-
It’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 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, in store or online. These vouchers are valid for two months from the date of issue.
- uore 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 the things you love.
- 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.
- Early bird 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 save up for gifts from our 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 on 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 on ovs.it for 20% off a purchase, or you can choose a gift inspired by the things you love from the “Your Gifts” catalogue.

With 1000 Cuore points, you will receive a gift voucher to use in store or on ovs.it for 30% off a purchase, or you can choose a gift inspired by the things you love from the “Your Gifts” catalogue.

And if you collect 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 30/09/2021. 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 added 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 purchases have been made.
account
Why register on the website?
+
-
Registering on OVS.it offers many benefits, allowing you to:
- check your ongoing orders and order history;
- activate a returns procedure and monitor its status;
- manage your account and the shipping addresses for your purchases;
- receive all the updates regarding promotional offers, new products, latest arrivals and initiatives via newsletter (don’t forget, you can only register for the newsletter by giving consent to the marketing policy 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.
Do I have to register to make a purchase?
+
-
No. You can make online purchases as a registered user or as a guest.
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.
How do I unsubscribe from the OVS Newsletter?
+
-
All OVS newsletters contain a link to unsubscribe at the bottom of the page.
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.
Can I exchange items purchased from OVS?
+
-
Items can be exchanged for other items or for a voucher for the same amount at any OVS store in the direct network, 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 on this website: 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.
Why do I have to pay for paper carriers?
+
-
This is a choice made by OVS as part of its sustainability drive and in answer to the climate emergency. Although we are committed to using only paper made with FSC certified cellulose from sustainably managed forests, disposable shoppers continue to have a huge impact on the environment. By charging for these bags, we want to remind our customers about how significant their impact can be.
Will there always be a charge for bags from now on?
+
-
To help the planet, we need to act now and to keep doing what we do to make sure that small sustainable gestures can become genuine habits. That is why we will continue to charge for our shoppers.
Is there a flat rate charge for shoppers?
+
-
Paper bag prices vary according to size:
all bags € 0.10
medium bags € 0.15
large bags € 0.20
Can I use my own bags for my purchases?
+
-
Yes. Once you have paid for your items, you can use your own shopper; or for just € 2.50, you can purchase one of our fabric totes that you can continue to use every time you shop in store. Our fabric totes are available in two versions:

Blue with yellow logo
Neutral shade with blue logo
INTERNATIONAL
How do I download the app?
+
-
If you have an Android operating system, go to Play Store and download the new OVS app. If you have iOS, go to App store.
Alternatively, you can scan the QR code in store or on the leaflet given to you in store, or on ovs.it.
What do you do if you do not succeed in associating your OVS Card/OVSiD, with your loyalty card?
+
-
Remember to use the email address you used to sign up for your digital care.
You can find all the references and card number in the welcome email you received when you signed up.
If not, write to servizioclienti@ovs.it, giving your NAME, SURNAME, and DATE OF BIRTH so that we can deal with your problem more quickly.
I already have the OVS app, do I just need to update it to get some new functions?
+
-
The app will be discontinued, which is why you will need to download the new OVS APP using Google Play or App Store, looking for the “OVS New” app.
I already have the OVS app, but if I download the latest version, will I lose all my Cuori points and discount coupons?
+
-
No. When you sign in to your account and associate your OVSiD/OVS Card, you create a full profile, complete with all your available Cuori points, Friend Status, and discount coupons.
Can I make my purchases using the OVS app directly?
+
-
Yes, the OVS app lets you buy your favourite items wherever you are, quickly and easily, accessing the OVS catalogue from the "Explore" or "Wardrobe" section, where you can purchase outfits selected especially for you.
How do I join the Loyalty Scheme through the APP?
+
-
It’s free to register on the app, which also signs you up for the Loyalty Scheme. You will have your own digital card (OVSiD) where you can collect points with every purchase made in store or on ovs.it, and you can also check your points and coupon discounts.
Can I upload my Giftcard so that I can always keep it handy?
+
-
Yes. You can add a Giftcard by entering its code in the Giftcard section in your Wallet, or you can purchase one and then decide to use it for your own purchases or give it to someone special.
How do I know if I have earned any discounts?
+
-
The 'Wallet' area contains a 'Coupons' section where you can collect all of the vouchers available to you. You can check the status of your vouchers or see where you used them.
Can I check my purchases on the New App?
+
-
Yes, you can check “your purchases” in the “YOU” section, and keep your digital receipts, which will also be needed when returning items in store.
CUSTOMER SERVICE
How do I contact OVS’ customer service?
+
-
Call the dedicated number +39 041 8520342 or visit this page to see how to contact the customer service, based on your requirements: https://www.ovs.it/contatti.html.