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Frequently Asked Questions
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Online Shopping- Get in touch for more details

 

In order to ensure that you have the ultimate Odel shopping experience, our list of Frequently Asked Questions is compiled with you in mind! If you have any queries that are not answered here, please drop us an e-mail on customercare@odel.lk. We will respond as soon as possible.
 

What will be my delivery cost?

Delivery Cost

  1.  If the delivery location is within Colombo - delivery cost of Rs.360/- added to the total order value.
  2. - If the delivery location is out of Colombo - delivery cost of Rs.450/- added to the total order value.


 

How do I change or cancel an order?

Once an order has been confirmed you can change/cancel only if it’s 2 days prior to the delivery date. However, once you receive the item and wish to exchange it – you may bring the product to any one of our Odel outlets. For help, contact our customer service advisers who will assist you with your request.Please read our Returns Policy for more information.

 

Will I receive confirmation of my order?

Yes, you will be notified via e-mail and sms.

 

What if my order is only partially delivered?

If your order has only been partially delivered, this may be because other items are being dispatched from a different location. However, if your order is incomplete or damaged, or if you wish to change or cancel your order contact us on;

Tel: 0115 128 128 (Between 8 a.m. – 8 p.m.)
Email: customercare@odel.lk

 

Your order did not arrive?

Every standard order will take 6-8 working days to be delivered. If your order has not arrived, please contact us immediately by phone or e-mail.
Tel: 0115 128 128 (Between 8 a.m. – 8 p.m.)
Email: customercare@odel.lk

 

What if I have received incorrect or faulty goods?

We are sorry that your delivery has not gone smoothly.  Please read our Return Policy to find out how to return the item to us. You can send a complaint to customer care via email and then either you can get the faulty products exchanged or refunded. However there are some products that can’t be exchanged. Kindly refer to our Return & Refund policy to know about the non-exchangeable products.

 If your order is damaged please contact us on;
Tel: 0115 128 128 (Between 8 a.m. – 8 p.m.)
Email: customercare@odel.lk

 

I have been informed that there is a delay with my order. When can I expect to receive the item?

Occasionally, due to circumstances outside our control, you might experience a slight delay. During this time we will keep you updated by e-mail or phone.

 

How long is a gift voucher valid? Can gift vouchers be utilized at all branches?

A gift voucher is valid one year from the date of purchase and can be utilized at all Odel & Odel brands except the Airport outlet.

 

What are your gift voucher values?

Rs. 500, Rs. 1000, Rs. 2500, Rs. 5000, Rs. 10000 and Rs. 15000.

Where can the gift vouchers be redeemed?

Gift vouchers can be redeemed at all Odel stores except for the Airport branch. Exclusive Wedding Gift Card can be redeemed at Odel Branches only.Branded All Store Gift vouchers can be redeemed at Splash, Crocs, Galleria, Mothercare, Fossil, Levi’s, LUVSL, Giordano and Tommy Hilfiger. Gift vouchers can be purchased by all means of cash.
 

What is an E-voucher & how can I redeem it?

  1. E- Voucher is a web-based product and customer can use for online purchases only and cannot be redeemable at any store. 
  2. The value of E Vouchers must be fully utilized at the time of redemption (No partial utilization is allowed) 
  3. E vouchers are having one-year expiry period.

How can I redeem an E- Voucher?
Step 01 – Purchase Odel All Store E-Voucher.

Step 02 – Sign in to your odel.lk account. If you already don’t have an account, click the Profile Icon on the top right corner. Click “Register” and create an account by entering your email address, contact number, and password.

Step 03 – After signing in, go to “My Account” by clicking on the Profile Icon. You can find “E-vouchers” in the dropdown.
 
 Step 04 – Select “E-vouchers” and the E-Voucher you purchased will be visible under “Available E-Vouchers”

Here, You can use the E-Voucher to make purchases or share the E-Voucher with someone else through your account. Kindly note that the person you share the E-Voucher with also should have an odel.lk account created.
 
Also when buying other items through odel.lk, the E-Voucher you purchased will be available for redeeming at the checkout.

Please note that the E-Vouchers are not redeemable through any outlets. 

10. Can I use an E-Voucher for purchasing another E-Voucher or a Physical Voucher?
Kindly note that E-Vouchers can not be used to purchase another E-Voucher or a Physical Voucher. 
 

How does Mintpay work ?

1. How does Mintpay work?

  • You can shop at the Odel online store and select Mintpay as your payment method at checkout. New customers will need to create a Mintpay account (with instant approval decision) and returning customers will simply log in to make their purchase. Just pay 1/3rd of the cost now, and the rest equally over 60 days!
  • At any time, you can log in to your Mintpay account to see your payment schedule and make a payment before the due date. Otherwise Mintpay will automatically take the money from your debit or credit card on your payment due dates.

2. How is Mintpay different from a credit card?
  • Mintpay loves helping customers plan, buy and pay for goods that they need without losing control of their money. You have the flexibility to use any card (debit or credit) from any Sri Lankan registered bank. There are no interest fees, no hidden fees and no processing fees. You pay only what you see.
3. Am I eligible to use Mintpay?
  • Mintpay is eligible to anyone who:
    • Is of Sri Lankan nationality
    • Is at least 18 years old
    • Has a valid Sri Lankan National Identity Card (NIC) or Driver's Licence, or Passport
    • Has a valid and verifiable email address and mobile number
    • Is authorised to use a Sri Lankan issued debit or credit card to make a purchase.
4. How do I sign up?
  • Enter your mobile number and complete the verification using the 6 digit code.
  • Fill in your personal details including name, NIC, and date of birth.
  • Fill in your address and province
  • Fill in your email and password
  • Complete your verification by taking a selfie and uploading both sides of your NIC.
5. Are there any additional costs for using Mintpay?
  • Mintpay is a free service provided that you pay on time - there are no hidden fees, nor interest charges.
  • The only fees that may be incurred are late fees if your scheduled payments are unsuccessfully processed and, after being notified, you do not log in to your Mintpay account to make your payment via a different method.
  • Mintpay does everything they can for you to avoid late fees, including sending reminders leading up to the payment due date.
6. Do I have to pay any interest?
  • No, you  will never be charged any interest.  The only fees are for late payments. You will be sent an email when your payments are due so there aren't any surprises.
7. How are the installments paid?
  • When you place an order through Mintpay, you will be required to add a debit or credit card. Your installment amount will be automatically deducted from your respective debit or credit card on the due dates. You are required to ensure the card you’ve attached to the transaction has sufficient funds for the payment to go through automatically.
  • We send email reminders ahead of time informing you of the upcoming installments so you can make the funds available.
8. What is the Mintpay split limit?
  • The split limit refers to the maximum credit approved by Mintpay. This excludes your first installment as you pay this at the point of purchase.
  • The initial split limit for first time customers may start small and increase based on your repayment behaviour.
9. Can I purchase above my Mintpay approved limit?
  • Yes, you can, if you don’t have any pending installments with Mintpay you can purchase above your Mintpay approved limit where your first installment will be higher than the subsequent installments.
  • Mintpay will show you how the installments are split before you can confirm your order.
  • This also means that your subsequent increase in Mintpay split limit will be in proportion to your purchase value.
10. What is the billing cycle for the repayment of installments?
  • The first installment is paid at the point of purchase.
  • The second installment is due in the following month on the same date.
  • The third installment will be due in 2 months on the same date.
  • You can log in to your Mintpay account to check the exact due date
11. Will I be notified about upcoming payment dues?
  • Mintpay is committed to high standards they set to encourage responsible spending. As such, you will be sent constant reminders when a payment is due, so you don’t incur any late fees.

How many days to deliver to my Address ?

  • Orders will be delivered to the location provided by you within 6-8 working days