FAQs

Frequently Asked Questions

Our catalog includes products presented as agarwood based on the item information available to us, but we do not use one site-wide authenticity or sustainability guarantee. Check each product page for its photos, specifications and any report or supplier documentation shown for that item. Evidence for one sample or batch does not prove every option or future lot. If you need evidence for a specific item, contact us before ordering.

We cannot guarantee that every oil or bracelet is suitable for sensitive skin. Oil formulas, dilution, applicators, bead finishes, cords, adhesives and metal fittings can differ by product. Check the item page for its intended use and disclosed ingredients or materials; do not apply an oil that is not labeled for skin use. A small patch test may reduce uncertainty but cannot rule out irritation or allergy. Stop use if irritation occurs, and seek appropriate professional guidance if you have a known allergy or skin condition. Contact us with the exact product and option if a required material is not listed.

Contact Oudgo as soon as possible if you need to change or cancel an order. Include the order number and the exact requested change. We will check the order status, but a change or cancellation is not guaranteed once processing, customization, packing or dispatch has begun. If the parcel has already shipped, the order cannot be rerouted or cancelled through this FAQ; the applicable delivery and return rules will apply. Email admin@oudgo.com or use the Contact Us page.

Use bank transfer only when it is displayed for the order at checkout or Oudgo confirms it in a written quote or invoice. It is not automatically available for every retail, bulk or wholesale order. Before sending funds, verify the order reference, amount, currency, beneficiary name and account details through the current Contact Us page; do not rely on an old message, social-media account or forwarded payment instruction. An order is not confirmed as paid until Oudgo verifies receipt under the written terms for that order.

Use only the payment methods displayed at the Oudgo checkout or confirmed in writing for your specific order. If cryptocurrency is not shown there, treat it as unavailable and do not send coins or tokens in response to a direct message, social-media post, old wallet address or third-party request. Oudgo does not promise a future cryptocurrency option in this FAQ. To verify a payment request, use the current Contact Us page before transferring funds.

Contact Oudgo within 7 calendar days after carrier-recorded delivery to request a return or exchange. Approval is not automatic: the product must be eligible, unused, unaltered and in its original packaging with included accessories unless it arrived damaged or defective. Used, burned, applied, personalized, customized, clearance or final-sale items are excluded as described in the policy. For an approved eligible return, Oudgo provides a prepaid label or equivalent arrangement. Read the complete Refund & Returns Policy and wait for authorization before mailing anything.

Oudgo does not charge additional transaction fees. However, your bank or payment provider may apply international processing fees or currency conversion fees. We recommend checking with your bank for details.

Customization is available only when Oudgo confirms the request in writing for the specific product. Before ordering, contact us with the product URL, wrist measurement, requested bead size or arrangement, charm request and delivery country. We will confirm what is feasible, the exact materials, price, lead time and any effect on return eligibility. Do not assume every bracelet, bead size or charm can be modified; personalized or customized items are not accepted under the standard change-of-mind return rule.

Yes! 🌍 We offer free worldwide shipping on orders over $299. For more details, visit our Shipping & Delivery page.

Oudgo does not promise an installment plan in this FAQ. If the checkout displays a pay-later or installment option for your order, eligibility, schedule, interest, fees and approval are determined by that payment provider under its own terms. If no such option is displayed, the checkout total is due through one of the available methods. Review the provider’s terms before authorizing payment; do not assume that an option advertised in another country or account is available for your order.