Frequently Asked Questions
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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 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.)


Your order did not arrive?

Every standard order will take 4-5 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.)


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.)


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.