FAQ
Care & Fit
What materials do you use?
We source materials that will stand the test of time and travel. Our fabrics are sustainable, durable, and comfortable, each with travel-friendly features like wrinkle resistance, odor protection, four-way stretch, spill resistance, and more.
How do I pick the right size?
We design our pieces to be comfortable and figure-flattering. Our stretch fabrics make sizing flexible, but please refer to the individual garment’s size chart for the best fit.
How do I care for my piece?
For the best results and longest lifespan of your new favorite travel companion, wear often and wash less.
We want your garment to live long enough to become vintage and stay out of landfills, so please handle with care :)
Generally, we recommend spot-treating with warm water and clear detergent, avoid using bleach, and when needed, machine wash cold & lay flat to dry or tumble dry on low heat. Please see individual garment care labels for detailed instructions.
Shipping
What shipping materials do you use?
All our packaging is eco-friendly and recyclable. Our mailers and tissue paper are made from compostable and FSC Chain of Custody Certified paper and non-toxic ink.
Our cards and hang tags are made with FSC Certified & naturally compostable paper and soy-based printing ink, and we use compostable ribbons made from wood fiber.
FSC certification ensures that products come from responsibly managed forests that provide environmental, social and economic benefits.
When will I receive my order?
Once the order has shipped, you will receive a shipping confirmation email with an estimated delivery date.
In-stock items will be shipped out within 3 business days.
Pre-order items are made-to-order to avoid overproduction and will be shipped out approximately 6-8 weeks from when the order was placed.
Exchanges & Returns
What is OJALÁ’s return policy?
We accept returns or exchanges within 30 business days after the order is delivered. We offer a pre-paid return label for domestic orders when requested. We do not provide return labels for international orders.
FSC certification ensures that products come from responsibly managed forests that provide environmental, social and economic benefits.
How do I start a return or exchange?
Please email contact@ojalaapparel.com and include your order number. A real person will be happy to assist you! We aim to make this process as easy as possible for you :)
What is eligible for return?
We accept returns for any reason within 30 business days after the order is delivered. All items must be unused, with tags attached and in the original packaging.
Lifetime Warranty
What is your #Viajeraporvida lifetime warranty?
Any Viajera Convertible Dress purchased directly from us is backed by a lifetime warranty extended to the original owner of the item.
The warranty covers:
- Rips or holes in the seaming
- Straps or hardware that break off or are no longer usable
- Broken zippers
The warranty does not cover:
- Cosmetic Damage: scratches, scuffs, stains, color changes, normal wear and tear (including inner fabric), performance decline, or other non-functional changes in the appearance of the product that occur during normal wear and use of the product by any party and which do not impair the functionality of the product as a wearable, convertible dress
- Replacement of any non-defective parts of the product
- Damage determined by us to be due to intentional abuse, modification, tampering, and/or alteration beyond what could be considered normal handling and use
How do I make a warranty claim?
In the event of a warranty claim, please fill out our Refurb & Recycle Circularity Program form:
If a part of your Viajera is damaged, we will cover the cost of shipping to our facility, repair the damage, and ship the product back to you at no cost. Shipping and processing times may vary based on availability. We cannot guarantee exact replacement of limited edition, discontinued, or out-of-stock items. In this case, we guarantee that the replacement product will be equal to or greater retail value than your original purchase. We make replacement decisions at our discretion and reserve the right to decline a warranty claim.
Should I pick “Refurb” or “Recycle”?
If your Viajera is damaged and meets the conditions for our Lifetime Warranty, it is eligible for repair at no cost to you. If we determine the damage is past the point of repair, we will provide a new product or gift card equal to or greater than the determined value of the returned Viajera. If you prefer to recycle, a.k.a. give us back, your Viajera for whatever reason, we will cover the cost of shipping it to our facility and upon receipt, provide a one-time 25% off promo code that may be applied to your next overall purchase on our site. We will then assess your recycled Viajera for potential repair and whenever possible, refurbish to be resold, marked as a "Recycled & Refurbished" garment.