FAQ

What does Oway mean?

Oway is a portmanteau of Organic Way, an expression that combines biology (Organic) with lifestyle (Way). It evokes a worldview that embraces the cyclical, as embodied in respect for the ecosystem, the recycling of resources, and the natural cycles that produce our ingredients. Why organic and not biodynamic? Simply because we chose our brand name early in 2000, in a period when we were reaping the benefits of years of pioneering research in organic ingredients.

Biodynamics revolutionized our approach to professional cosmetics in 2010, and with the experience we've gained from our Ortofficina farm estate in the hills above Bologna we now grow our own ingredients directly, following a zero-mile approach to biodynamic farming. Organic is an essential ingredient of our formulations for success, and we draw on the cooperation of numerous organic and biodynamic farmers.

Where are you present? Around the world, how many countries are your beauty salons found in?

Right now, Oway has salons in 70 countries around the globe, on all 5 continents. In our home city of Bologna, we're present with several Oway salons and 2 Oway agricosmetics stores: one in the FICO Eataly World food park and the other at via Ugo Bassi 4/E.

Where can I find a list of the ingredients used in Oway products?

A full list of ingredients can be found on the back of the label (for more details on the information given on the label, click HERE). For definitions of the key terms in agricosmetics, check our Bioglossary. We'd also recommend reading the list of ingredients of the products that interest you in OW salons, where our professional staff are on hand to help you find the solutions that suit your needs.

We'll be posting an online list of INCI terms in the coming months. For more information on our ingredients, contact [email protected].

Are your products natural?

We are professionals, and we work in a sector where product quality and performance are essential for optimal results. The percentage of natural ingredients varies from product to product. Most Oway products contain at least 90-95% naturally-derived ingredients; some are made to 100% natural formulas. All our agricosmetic treatments contain active biodynamic, organic and fair-trade ingredients.

All our products are formulated according to the most advanced principles of clean/green chemistry. Each ingredient is selected according to its naturalness, environmental impact, and efficacy.

Buy online

How can I buy on oway.it?

Oway.it offers users a number of surfing options. The horizontal menu at the top of each page allows you to surf by macro categories. Click on the section you are interested in to open the drop-down menu featuring various sub-categories to refine your search according to your preferences (type of products, use, lines).

If you are looking for a specific product, you can use the lens icon in the horizontal menu at the top right of each page. Search for a product by name, line, or use.

When you have chosen the most suitable product for you, click on “Add to cart”. As soon as you are ready to complete your purchase, click on the small basket in the upper right corner of the screen, and then on “Go to cart” to be guided in setting up your order. Did you know that the CIRCLEBOX subscription service is also available on the official Oway online store? Find out more in the FAQs, in the section “What is the CIRCLEBOX service?” If you have any doubts or questions, an Oway Consultant is at your disposal: simply fill out the Contact form or email us at [email protected].

“What is the CIRCLEBOX service?”

At the center of Oway's CIRCLEBOX service is you, with your needs and your beauty and wellness routines. We are right next to you, offering you this new and practical way to live the Organic life: by signing up, you will not have to worry about re-ordering your favorite products - those that are part of your Oway lifestyle - because they will automatically arrive on your doorstep.

Define your customized subscription plan. You are the one who decides its frequency and content, the right time to activate it, and the right time to change it.

This service is reserved to registered users. Go to https://oway.it/en-it/circlebox.html, choose a category of products and select your Oway Heroes, the essential products in your beauty routine. Then choose the frequency of delivery, check the summary of your CIRCLEBOX order, and add it to your cart.

There are no shipping costs for a CIRCLEBOX over € 50.00. When Oway ships, it does it in a carbon neutral way, but we still suggest using our products in the recommended doses and frequencies in order to avoid waste, and including a greater number of products per order so as to reduce the frequency of delivery. Because, after all, synchronizing your needs with respect for the environment is the real secret of a careful and eco-conscious lifestyle.

Discover all the details of the CIRCLE BOX subscription by clicking on the service’s Terms and Conditions of Sale.

Can I cancel or modify my order?

If you wish to cancel or modify your order, send an email as soon as possible to [email protected]. We will do our best to satisfy your request. Once the order has been shipped, however, we will no longer be able to guarantee the cancellation or modification of the same.

Why did my order fail?

Make sure that the address you are entering in the “Billing information” field is the address registered with the bank and the address to which you receive your card statement. If the system still does not accept the order, contact your bank.  If you have any doubts or questions, an Oway Consultant is at your disposal: simply fill out the Contact form or email us at [email protected].

Personal data, Account, and Newsletter

What are the advantages of creating an Oway account?

With an Oway account you can:

- Store different billing and shipping addresses for

faster preparation of orders;

- Make purchases through the CIRCLEBOX subscription plan;

- Quickly view past orders as well as details of your CIRCLEBOX subscription plan.

Browse the site for new products, and find inspiration and ideas for your sustainable lifestyle.

How can I register and create an Oway account?

Click on the user icon in the horizontal menu at the top right of each page. A drop-down menu will open to the right, “Log into Oway” Click on “Create account” and enter the required data. The fields with an asterisk are mandatory. Fill out even the consent form for data processing and profiling, and to receive the Newsletter (if you so wish). At the end click on “Create account”. You can also register on Oway through your Google or Facebook account. In that case, click on the icons to continue and follow the instructions provided.

If you are about to complete an order and you are not yet registered, the data relating to registration or shipping will be requested during the purchase process.

Where can I change my registration data?

To manage your data, click on the user icon in the horizontal menu at the top right of each page. A drop-down menu will open to the right, “Log into Oway” Enter your credentials and log into your private area, then select the data you want to edit.

I forgot my password How can I retrieve it?

To request a new password, click on the user icon in the horizontal menu at the top right of each page. A drop-down menu will open to the right, “Log into Oway” Click “Forgotten your password?”. Enter the same email address used to register on the site, then click on “Send email” and you will receive an email with a new password.

How can I sign up for the newsletter?

To subscribe to the newsletter, go to https://www.oway.it/it/newsletter/ and provide the requested data. Do not forget to accept the information note related to the processing of your personal data and start receiving news, inspirations, and suggestions for your sustainable lifestyle.

Can I cancel my subscription to the newsletter?

You can unsubscribe from the newsletter at any time through the “Unsubscribe from newsletter” link at the bottom of any newsletter itself. Just click it and follow the directions.

Product Information

Which Oway products are available for online purchase?

All products on sale can be purchased online. Professional products are not available for purchase to the final consumer. Look for the Oway agricosmetic shop closest to you to try out our products.

How many products can I buy on oway.it?

There is no limit to purchase except for availability of products in stock.

What can I do if an item I would like to buy is not available online?

For requests on items not available online, fill out the Contact form or email us at [email protected].

Can I receive online assistance when choosing and using Oway products?

If you have any doubts or questions, an Oway Consultant is at your disposal: simply fill out the Contact form or email us at [email protected].

How do I know if a product is available?

Our website provides information on the availability of the items directly on the product page.

Payment

What methods of payment do you accept?

Accepted methods of payment are credit card and PayPal.

When will my credit card be charged?

The card will be charged once the necessary checks on the credit card details have been carried out and the presence of cash has been confirmed.

The credit card charge was denied. Do I need to process a new order?

 If you have received an email from us informing you that the order has been canceled,  fill out the Contact form or email us at [email protected].

Can I use more than one accepted method of payment for the same order?

At the moment we can only accept one (1) method of payment per order.

The VAT charge is included in the final price. Can I ask for it to be refunded?

All prices include VAT tax. We cannot offer a Tax Free service at the moment.

Shipment and delivery

What shipping options are available and how much are the shipping costs?

Oway offers a single delivery option, express and carbon neutral. The couriers used are UPS and DHL.

The transport cost in Italy is set at 6 Euro for total amounts under 65 Euro and is free for higher amounts.

The transport cost in France and Germany is set at 15 Euro for total amounts under 120 Euro and is free for higher amounts.

The transport cost in Spain and England is set at 15 Euro for total amounts under 100 Euro and is free for higher amounts.

The transport cost in the other European countries is set at 15 Euro for total amounts under 150 Euro and is free for higher amounts.

The transport cost in the United is set at 30 Euro for total amounts under 200 Euro and is free for higher amounts.

What does Carbon Neutral shipping mean?

We know that our customers are as concerned as we are about the environmental impact of shipping and are committed to have real sustainability.

Because of this, Oway entrusts online order shipping to couriers that offer a zero-emission option that can thus reduce carbon emissions. This means that for every ton of CO2 produced by a package during transport, an equivalent amount of CO2 is saved by a certified emission reduction project in other parts of the world.

The courier calculates carbon dioxide emissions and compensates them by contributing to projects such as reforestation, destruction of landfill gases, wastewater treatment, and elimination of methane gas in countries such as the United States, China, Colombia, and Thailand.

By participating in this program, we help to mitigate the impact on climate change shipping our products has. Also, to be even more effective, we suggest you use our products in the recommended doses and frequencies and reduce the delivery frequency of your CIRCLEBOX subscription by inserting more products per order. Still not familiar with Oway's CIRCLEBOX subscription service? Find out more in the FAQs, in the section “What is the CIRCLEBOX service?” If you have any doubts or questions, an Oway Consultant is at your disposal: simply fill out the Contact form or email us at [email protected].

In what countries is it possible to buy and ship?

To discover all available destinations, click on the “We ship to” button at the top left to view the list of countries where online shopping is active. Select a country to see the prices and availability of products relating to the selected country. Then, you can ship within locations in the selected country.

Can I have my order delivered in an Oway shop or an Oway Salon?

We are currently unable to deliver products purchased online at one of our Oway Shops or Salons. We deliver to private or business addresses. A signature is required for delivery. If you are not available at the time of delivery, the driver will make a total of three delivery attempts on 3 consecutive days. If no one is available to collect the package, following 5 days without receiving communications, the package will be sent back to the sender. The courier may request proof of identity by the person who collects the package.

Can I ship to multiple addresses?

Currently it is only possible to ship to one address per order. To ship to more than one address, set an order for each destination.

How can I track my order?

You will receive multiple emails during the order processing in order to keep you informed of the status of your purchase. In the shipping confirmation email you will find a link to track your order.

When will I get my order?

To estimate the total shipping and delivery time of your order, you can normally consider up to 2 working days from the date of placing the order for preparation and 1-3 working days from the time of sending the shipping confirmation e-mail.

If you have an account, you can follow the status of orders from the “My orders” section in your reserved area.

Delivery estimates are indicative and may vary. If you have any doubts or questions, an Oway Consultant is at your disposal: simply fill out the Contact form or email us at [email protected].

What is the packaging material made of?

To protect our glass and aluminium products we only use recycled or Tree free paper and cardboard.

Returns

What is your return policy? How many days do I have to return my order?

For online purchases, you can exercise the right of withdrawal within 14 (fourteen) days from the date of receipt of the products.
We will refund the full price of the products as long as they are returned unused and undamaged.
For more information on the return conditions, read Terms and conditions. Alternatively fill out the Contact form or email us at [email protected].We strive for you to receive a refund as soon as possible, and in any case within 14 (fourteen) working days from the receipt of the products you have returned.
The refund will be made with the same payment method used for the purchase.
We will send you an email notification once the refund has been sent out.
For more information on the return conditions, go to Terms and conditions. Alternatively fill out the Contact form or email us at [email protected]

How can I return a product?

Send an email to [email protected] specifying the following:

Name and surname

Telephone number


The identification number of the order 

Code of the article to return


Reasons for the return


The products to be returned or replaced must be sent to Quickly Logistics House, 1/3 Località Il Poggio, str. Provinciale 7, Gazzola, PC 29010.

You have the right of withdrawal without any penalty. The only costs charged to you will be those relating to the return of the product.

How long will I have to wait to receive a refund?

We strive for you to receive a refund as soon as possible, and in any case within 14 (fourteen) working days from the receipt of the products you have returned.
The refund will be made with the same payment method used for the purchase.
We will send you an email notification once the refund has been sent out.
For more information on the return conditions, go to Terms and conditions. Alternatively fill out the Contact form or email us at [email protected].

Can I return a product that I purchased online at an Oway Shop or an Oway Salon?

Currently it is not possible to return a product purchased online at an Oway Shop or Oway Salon.

I have received the wrong product. How can I ask for a replacement?

For inconsistencies relating to the products you have received, please email us at [email protected].

Technical Issues

I can’t properly view the website. What can I do?

Display problems may depend on an outdated version of the browser (Google Chrome or Safari, Firefox) that is being used to visit the website or on temporary updates. To properly view the website, we recommend updating your browser to the latest version available by clicking the “Options” button in the navigation browser. If you have any doubts or questions, an Oway Consultant is at your disposal: simply fill out the Contact form or email us at [email protected].

I would like to receive some samples of Oway products.

At the moment we do not ship samples upon request.

Promotional codes

How can I use a promotional code?

If you have a promotional code, simply enter the code in the “Do you have a promotional code?” field on the Basket page; the associated discount will be calculated and the new total will be displayed automatically.

Why isn’t the promotional code working?

Promotional codes  have precise rules regarding their use such as the minimum amount of the cart, the type of products purchased, the period of validity, and the impossibility to use more than one or to use them together with other promotions. If an error message appears when adding the coupon, check that the order meets the validity criteria of the promotion and that you have correctly entered the coupon itself. If the code is still not accepted, report the problem through the Contact form or email us at [email protected].

Can I use multiple promotional codes on the same order?

You can only use a single promotional code per order.

Do you offer Oway Gift Cards?

There are no Oway Gift Cards at the moment.

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