For Customers
How can I close my account?
You can request account closure by contacting Ophellie Support. Any open orders or refund cases must be resolved before closure.
Do you charge buyers any extra fees?
No. You only pay the item price + shipping shown at checkout.
Are my payments secure?
Yes. All payments go through Stripe Connect, a trusted PCI-compliant processor. Ophellie never stores your card details.
What should I do if I receive a damaged or incorrect item?
Take clear photos of the item and packaging, then raise a case within 48 hours. This ensures quick resolution and a full refund if eligible.
Are Stripe fees refunded too?
When a refund is approved, you’ll get back the full amount you paid, including the original Stripe processing fee. Sellers may lose part of the Stripe fee — but this will never affect your refund.
Can I get a refund if I don’t like the item?
This depends on the seller’s individual policy. Some accept returns for change of mind, others do not. Always check the product page and seller’s store policy before ordering.
What happens if my order doesn’t arrive?
First, contact the seller. If unresolved, raise a case in your account within the time limit. If the seller cannot prove delivery, you’ll receive a full refund.
Who pays for return shipping?
If the item is faulty, damaged, or not as described, the seller pays for return shipping. If you change your mind, you may need to cover return costs (check the seller’s store policy).
How long do refunds take?
Once approved by the seller, refunds are processed immediately by Ophellie through Stripe. Your bank may take 3–10 working days to release the funds.
How do refunds work?
You must raise a return or dispute case within 48 hours of receiving your order. Refunds are not automatic. The seller reviews your request and, if accepted, issues a refund through Ophellie. Once processed, refunds are returned to your original ...
What if I want to cancel my order?
If the seller hasn’t shipped the item, you can request a cancellation from your Order Dashboard. If approved, your payment will be refunded in full.
Can I contact the seller directly?
Yes. You can message sellers through the Ophellie dashboard. For your protection, always keep communication on our platform.
How long will delivery take?
Delivery varies by seller and shipping method. Estimated times are shown on the product page and at checkout.
How can I track my order?
If tracking is provided, you’ll see it in your Order Dashboard under "My Purchases." You’ll also receive email updates when your item ships.
Who am I buying from?
Ophellie is a marketplace. You’re purchasing directly from independent sellers, each responsible for their products, shipping, and returns in line with our policies.
What payment methods do you accept?
We process payments through Stripe, which accepts most major debit/credit cards, Apple Pay, Google Pay, and Klarna (where available).
How do I place an order?
Browse our marketplace and add items you love to your cart. At checkout, enter your delivery address, select a shipping option, and pay securely through Stripe. Once your order is confirmed, you’ll receive an email with your order details.
How do I create an account on Ophellie?
Click Sign Up at the top right of our website. You can register with your email address or social login. Once verified, you’ll be able to browse, favourite items, and place orders.
How do I create an account on Ophellie?
Click Sign Up at the top right of our website. You can register with your email address or social login. Once verified, you’ll be able to browse, favourite items, and place orders.
How do i close my account?
You can request account closure by contacting Ophellie Support. Any open orders or refund cases must be resolved before closure.