CUSTOMER CARE

By placing an order on test.online-mark.ro and receiving a confirmation via an e-mail you receive at the address specified in the order form, a sale and purchase contract is signed between TEN4TEEN SRL and you.

So as to be able to honor your orders, it is important to provide us with the real, current, accurate and exact information on the item you want to purchase, the delivery address and the e-mail address. We reserve the right to refuse to perform the order if the provided data is not accurate enough and makes it impossible to perform the order, in particular, it does not allow the proper delivery of the items. Before declining the order, we’ll try to contact you to determine what data is required to make it possible.

How to place an order:

  1. either on the Online Store website, following the order placement procedure,
  2. either by phone, by contacting the store’s infoline at the phone number displayed on the website in the Contact section; or
  3. by e-mail, transmitting the Order with the Selected Goods at: office@test.online-mark.ro

The orders placed by phone or e-mail are received on business days between 9.00 am. and 6:00 pm. The orders placed on free days or holidays shall be processed within two business days from the placement date of the order.

You may place an order on our website without having to permanently register your personal data in the Store database. The order placement condition is the filling in the form with all required data, necessary for shipment and for generating the tax invoice out of the system. In order to place an order, choose the products by specifying the quantity, color, size, then enter the items in “Shopping Cart” and continue the order placement procedure.

By the time you click on the “Send Order” button, you have the possibility to make changes related to the Items in the order as well as to the delivery and billing data. Confirming the order by pressing the “Send Order” button is equivalent to accepting the obligation to pay the Item price and delivery costs, if required, of you will be informed directly before the order confirmation. The order confirmation represents the offer sent to TEN4TEEN SRL to sign the contract of sale, according to the content of the order and the present document.

When placing your order, you shall receive a message on your mentioned e-mail address related to the order placed: the quantities of the ordered Items, the order value, the type of delivery and the payment you have chosen, the delivery date of the order, our contact details about how to file a complaint related to the Items, as well as about your right to withdraw from the sale contract. The procedure is also a confirmation of the Store’s receipt of your purchase offer.

Ouimehnon sends your acknowledgement or your refusal to accept the order placed by e-mail at the email address mentioned by you. Upon receipt of the above acknowledgement, between TEN4TEEN SRL and you as customers, a sale and purchase contract is signed having as subject matter the ordered items.

If you choose to pay online using your credit card, the Store reserves the right to refuse to perform your order if: (i) your contact details are so unclear that they make it impossible to deliver the merchandise, (ii) the transaction was not authorized by the electronic payment system.

The goods are delivered to the address mentioned by you in your order. The store gets the orders placed online on the entire day, on all days of the week. The items are delivered to the mentioned address via the courier company DPD Romania.

Deliveries on the Romanian territory

  • The orders placed on-line on Monday-Friday between 00.00 am.- 4.00 pm. will be processed and handed over to the courier on the same day so they will be delivered the next day.
  • The orders placed online between 4.00 pm – 00.00 am. will be processed at the end of the second day and will be delivered within 48 hours of the order confirmation date.
  • The orders placed on Monday – Friday after 4.00 pm. will be processed the next day.
  • The orders placed online on Saturdays and Sundays and on legal holidays will be processed the next business day and will be delivered within 48 hours.

Delivery abroad

Ouimehnon livreaza pentru moment in Romania si in urmatoarele tari: Cehia, Polonia, Ungaria, Slovacia si Slovenia. Comenzile plasate in zilele de Luni – Vineri in intervalul orar 00.00 – 16.00 vor fi procesate in aceeasi zi. Comenzile plasate in zilele Luni – Vineri dupa ora 16:00 vor fi procesate a doua zi. Comenzile transmise in zilele de sambata si duminica si in zilele nelucratoare vor fi procesate in prima zi lucratoare urmatoare.

Ouimehnon delivers for the moment in Romania and in the following countries: Czech Republic, Poland, Hungary, Slovakia, Slovenia, Bulgaria, Greece, Austria, Switzerland, France, Germany, UK, Spain, Italy, Belgium. The orders placed on Monday – Friday between 00.00 am.- 4.00 pm. will be processed the same day. The orders placed on Monday – Friday after 4:00 pm. will be processed the next day. The orders sent on Saturdays and Sundays and on non-working days will be processed on the first business day thereafter.

The delivery times are as follows:

  • Bulgaria – 48 hours from the order processing date
  • Hungary – 48 hours from the order processing date
  • Greece – 48 hours from the order processing date
  • Austria – 3 days from the order processing date
  • Czech Republic – 3 days from the order processing date
  • Switzerland – 5 days from the order processing date
  • France – 5 days from the order processing date
  • Germany – 4 days from the order processing date
  • UK – 6 days from the order processing date
  • Poland – 4 days from the order processing date
  • Slovakia – 2 days from the order processing date
  • Slovenia – 3 days from the order processing date
  • Spain – 6 days from the order processing date
  • Italy – 4 days from the order processing date
  • Belgium – 3 days from the order processing date

The purchase price of the Items on the Store’s web page is firm since you received from us a confirmation email regardinh acceptance of the order. This price is no longer subject to any changes, regardless of the price changes in the Store that may take place after confirmation of the order by e-mail.

The prices of the items in the Store are set in RON for deliveries to customers established on Romanian territory and in the currency corresponding to the customer` origin country if the order is placed for delivery in other states. The price displayed in the Store is final and includes all taxes.

The customer shall pay the price of the ordered Items and the shipment expenses as he/she wishes:

  1. “by reimbursement”, by paying for the courier company at delivery; or
  2. by online payment by credit card.

TEN4TEEN SRL reserves the right to change the price of the items in the Store, to introduce new items for sale, to perform or to revoke promotional actions on the Store’s web site, to introduce such changes according to the provisions of the legislation in force provided that these changes do not violate the rights of the persons who have signed contracts for the sale of the items offered by the Shop before making such changes.

The products offered are new and original. TEN4TEEN SRL is responsible for the physical defects of the items and for their lack of conformity, based on the legislation in force. Also, TEN4TEEN SRL respects the legal guarantee for item conformity.

The complaints may be mailed by registered mail or other form of transmission to: 55 Aron Cotrus, Apt. 1.3, District 1, Bucharest or by e-mail at office@ouimehnon, returning the item together with a written description of the defect and proof of the purchase to SC Frisbo Efulfillment SRL to the headquarters in Harman FN, Street Bod, Brasov County, by adding: “Ouimehnon online store complaint”. The customer will be informed of how the complaint will be resolved within 14 days, calculated from the day following the day of receipt by the Shop of the package containing the claimed item.

The customer is entitled to the following claims, according to the legislation in force:

  • to require the cancellation of the Contract or a discount in the price of the Item, if the seller does not replace the merchandise with an emergency and without great inconvenience or it fails to remove the defect, or
  • to require the replacing of the Item with an identical one without defects or defect removal.

If the claim is not accepted, the Item will be returned together with a report concerning the lack of justification of the complaint. If you find damage to the Item during transportation, it is advisable to make a report of damages in the presence of the courier.

According to the legislation in force, you have the right to withdraw from the purchase contract by returning the purchased item within 14 days from the date the item was delivered according to the Terms and Conditions, without mentioning any particular reason.

In order to exercise your right of withdrawal, you must inform us of the decision to withdraw by e-mail sent to office@test.online-mark.ro or by post to SC Frisbo Efulfillment SRL to the headquarters in Harman FN Str., Bod, Brasov County with the mention “OUIMEHNON RETURN”). In order to comply with the withdrawal period of the contract, it is sufficient to send the information required in this respect until the 14-day period from the delivery of the Item expires. The instruction for the return of the item must necessarily include the item code mentioned in the Store under the heading of the item description, the date and the delivery address, and the bank account where the reimbursement of the collected cash shall be made.

In case you wish to withdraw from the contract, send the returned Items to SC Frisbo Efulfillment SRL to the headquarters in Harman FN Str., Bod, Brasov County with the mention “OUIMEHNON RETURN” in the original package, with the labels attached to the delivery. The item should not show any signs of use or defects. The customer bears the direct costs of returning the goods (eg the cost of shipment to the Frisbo warehouse).

In the event of withdrawal from the contract, the Store will refund the amounts collected, including the items cost delivery (except for additional costs resulting from the fact that you have opted for a different mode of delivery than the standard delivery offered by the Store), immediately, or not later than 14 days after the Store was informed of the decision to give up the item. Returns of payments are made via online to the account mentioned in the return notification. The store may postpone the payment until the receipt of the item at SC Frisbo Efulfillment SRL to the headquarters in Harman FN Str., Bod, Brasov County.

If you have a dissatisfaction with a product or service purchased online, you can use the ONLINE LITIGATION SOLUTION to try to reach a solution without resorting to instances. You can use the site only if you live in the EU and the trader is based in the EU. In some countries, you can use this site and if, as a trader, you want to complain to a consumer that you sold a product or an internet service.

Click here to access the Online Dispute Resolution Page.