Last updated: September 14, 2026
Welcome to our Frequently Asked Questions page.
Below you will find answers to common questions about ordering, payment, shipping, delivery, returns and refunds.
If you need additional assistance, please contact us:
Email: support@ovlla.shop
Telephone: +45 59 58 64 58
1. Where do you deliver?
We currently provide delivery to eligible addresses in the Czech Republic.
Delivery availability for a particular address is confirmed during checkout.
Please enter complete and accurate delivery information when placing your order.
2. How much does shipping cost?
For eligible orders delivered to the Czech Republic, we currently offer:
Standard Shipping: Free
The applicable shipping method and shipping cost will be displayed during checkout before you complete your order.
3. How long does delivery take?
The estimated delivery time currently displayed for Standard Shipping to the Czech Republic is:
5–7 business days
Business days generally mean Monday through Friday, excluding applicable public holidays.
Delivery estimates may occasionally be affected by carrier delays, public holidays, severe weather, incorrect delivery information or other circumstances outside our reasonable control.
Please review the delivery information displayed during checkout before placing your order.
4. How can I track my order?
Where shipment tracking is available, tracking information may be provided after your order has been dispatched.
This may include:
- Carrier information;
- Tracking number;
- Tracking link; and
- Shipment status.
If tracking information has been provided, it may require some time to become active in the carrier's system.
If you need assistance concerning a shipment, please contact:
Email: support@ovlla.shop
Telephone: +45 59 58 64 58
Please include your order number.
5. What payment methods do you accept?
For eligible orders delivered to the Czech Republic, Cash on Delivery (COD) is currently available where displayed during checkout.
Only payment methods actually displayed during checkout are available for the relevant order.
Please review the available payment method before completing your order.
6. How does Cash on Delivery work?
When Cash on Delivery is available and selected during checkout, payment is collected in connection with delivery according to the applicable carrier's procedures.
The method accepted by the carrier for collecting payment may depend on the applicable delivery arrangements.
Please follow the payment instructions provided in connection with delivery.
7. What currency will I pay in?
Product prices are displayed in the currency shown on the relevant product page and during checkout.
The currency applicable to a particular order may depend on the market, delivery destination and store configuration available at the time of purchase.
The final currency and total amount payable will be clearly displayed during checkout before you complete the order.
Please review the product price, currency and final order total carefully before submitting your purchase.
8. Can I change or cancel my order?
If you need to request a change or cancellation, please contact us as soon as possible:
Email: support@ovlla.shop
Telephone: +45 59 58 64 58
We will make reasonable efforts to assist you.
Once an order has entered fulfilment or has already been dispatched, it may no longer be possible to change or stop the shipment.
This does not affect statutory cancellation or withdrawal rights available under applicable law.
9. What should I do if I entered the wrong delivery address?
Please contact us as soon as possible if you notice an error in your delivery information.
Email: support@ovlla.shop
Telephone: +45 59 58 64 58
If the order has not yet been dispatched, we may be able to correct the information.
Once an order has been dispatched, changes to the delivery address may no longer be possible.
Customers should therefore check their delivery information carefully before completing an order.
10. What should I do if my order is delayed?
Occasional delivery delays may occur because of circumstances such as:
- Carrier delays;
- Public holidays;
- Severe weather;
- Transportation interruptions;
- Incorrect delivery information; or
- Other circumstances outside our reasonable control.
If the estimated delivery period has passed and you need assistance, please contact us with your order number.
Email: support@ovlla.shop
Telephone: +45 59 58 64 58
We will review the available shipment information.
11. What should I do if my parcel appears to be lost?
If you believe your parcel may be lost, please first review any available tracking information and confirm that the delivery address supplied with the order is correct.
If the parcel still cannot be located, please contact us:
Email: support@ovlla.shop
Telephone: +45 59 58 64 58
Please include your order number.
We will review the circumstances and provide an appropriate solution in accordance with our store policies and applicable consumer law.
12. What should I do if my product arrives damaged?
Please contact us promptly if your product arrives damaged.
Where relevant, please provide:
- Your order number;
- Description of the problem;
- Photographs of the product;
- Photographs of the packaging;
- Photograph of the shipping label; and
- Video showing the problem where useful.
Please keep the product and packaging while the issue is being reviewed.
We will provide an appropriate solution in accordance with our Return and Refund Policy and applicable consumer law.
13. What should I do if I receive the wrong product?
If you receive an incorrect product, please contact us promptly.
Please provide your order number and, where relevant, photographs showing the product received.
After reviewing the issue, we will provide an appropriate solution.
This may include a return, replacement or refund depending on the circumstances.
14. What should I do if something is missing from my order?
If your order arrives with a missing product, component or accessory, please contact us.
Where relevant, please provide:
- Order number;
- Photographs of the products received;
- Photographs of the packaging; and
- Photograph of the shipping label.
We will review the issue and provide an appropriate solution.
15. What is your return period?
We currently offer a 30-day voluntary return period for eligible products.
You may request an eligible voluntary return within 30 days after receiving your order, subject to the conditions stated in our Return and Refund Policy.
Our voluntary 30-day return policy is provided in addition to applicable mandatory consumer rights.
16. Do EU/EEA customers have a 14-day right of withdrawal?
Consumers in the European Union or European Economic Area may have a statutory right to withdraw from an eligible distance purchase within 14 days without giving a reason, subject to applicable legal conditions and exceptions.
This statutory right is separate from our voluntary 30-day return policy.
Please review our Return and Refund Policy for complete information.
17. Who pays the return shipping costs?
For voluntary change-of-mind returns under our 30-day return policy, the customer is generally responsible for the direct return shipping costs.
Where an applicable EU/EEA statutory withdrawal concerns a change of mind, the customer is responsible for the direct cost of returning the goods where this responsibility has been properly disclosed in accordance with applicable law.
Customers will not normally be responsible for reasonable return shipping costs where the return results from:
- A defective or non-conforming product;
- A product damaged before or during delivery;
- An incorrect product supplied by us;
- Missing components or accessories; or
- Another confirmed error attributable to us.
Please review our Return and Refund Policy for complete information.
18. How do I request a return?
Before sending a product back, please contact:
Email: support@ovlla.shop
Telephone: +45 59 58 64 58
Please provide:
- Your order number;
- Email address used for the order;
- Product you wish to return;
- Reason for the return; and
- Photographs or videos where relevant.
We will provide the applicable return instructions after reviewing your request.
Please do not send a product back before receiving the applicable return instructions.
19. Where should I send my return?
The applicable return address will be provided as part of the return instructions after you contact us.
Our registered business address should not automatically be treated as the return destination unless we specifically instruct you to return the goods there.
Please contact us before sending a product back.
20. When will I receive my refund?
For eligible voluntary returns under our 30-day return policy, approved refunds will normally be processed within 10 business days after approval.
Where an applicable statutory EU/EEA right of withdrawal applies, reimbursement will be handled within the period required by applicable law.
For Cash on Delivery (COD) orders, an alternative refund method may be necessary because payment was collected in connection with delivery.
Where necessary, we will contact the customer to arrange an appropriate refund method.
Please review our Return and Refund Policy for complete refund information.
21. Can I refuse a Cash on Delivery parcel?
If you no longer wish to receive an order, please contact us as soon as possible.
Simply refusing a parcel or failing to collect it does not necessarily constitute a valid statutory withdrawal notice where separate notification is required.
Any applicable statutory cancellation, withdrawal, return or consumer protection rights remain unaffected.
22. What should I do if I have a question about my order?
Please contact our customer service using:
Email: support@ovlla.shop
Telephone: +45 59 58 64 58
When contacting us about an existing order, please include your order number and the email address used when placing the order.
23. Who operates this online store?
The online store is operated by:
Company name: Uddannelse i Meditativ Healingmassage
CVR number: 26807956
Business form: Sole Proprietorship
Responsible person: John Henrik Molich Rimestad
Registered address:
C/O John Henrik Molich Rimestad
Hyrdevej 21, tv
8500 Grenaa
Denmark
Email: support@ovlla.shop
Telephone: +45 59 58 64 58
Website: ovlla.shop