Customer Care 

 

 

Gifts and Gift Wrapping 

You can send a gift to someone using the same method you would when placing an order for yourself. When you enter the 'checkout', replace your default address details with the receiver's information and the goods will be delivered there. You must indicate that the order is a gift by clicking the box provided. We will send the receipt with the goods to the lucky person without the prices shown. If you want - you can add a message to go with your gift (max 250 characters) and it will be sent with the parcel. We do require a contact name, phone number and address of the gift recipient, in case there are problems during delivery. Only under extreme circumstances would we contact the recipient, as we know in most cases the parcel is a surprise present.

Every Odem gift is exquisitely wrapped when delivered - whether it is a gift for someone or for you.

 

 

Gift Vouchers 

You can now purchase Odem gift vouchers for your friends & family. They will be sent a hard copy voucher through the post.

To purchase a voucher/s online, choose Gift Voucher from the product menu. When you 'checkout' to pay for them, you will be asked to enter the receiver's e-mail address, name and a short message (max 250 characters).

Please Note:
Vouchers are valid for 12 months from the purchase date and are issued in Australian dollars.

Vouchers can be redeemed through our store or by placing a phone order.

You can use a portion of the voucher with one order and the remaining amount can be used with another order at another time. The amount is kept in our system automatically until you wish to use it. You can also use a portion of the voucher and split the order amount with a credit card (i.e.: Visa, MasterCard)

 

 

Payment Options 

Purchasing via our Secure Website

Whether just window-shopping or looking for something in particular, we have made browsing and selecting items hassle free for our customers. Once you've found something you think you might want to purchase, just click “Add to Cart”. Your Shopping Bag will stay with you while browsing our store.

1. Your Order - can be adjusted anytime while you shop, just click on the shopping bag icon at the top of the screen. When you're ready to purchase, just click on "Next Step: Gift Wrapping".

2. Address Details - ensure that you have both your billing and delivery address details on hand, as well as a contact telephone number for yourself, and for the recipient of the parcel should it be destined for an address other than your own.

3. Payment and Shipping - ensure that you have your credit card handy to enter your card number, expiry date and security code, which are required to process your payment. We accept VISA and MASTERCARD.

4. Receipt - once your card has been approved, a receipt page complete with an order number is presented as confirmation of your purchase. These details will also be sent in the form of a tax invoice/receipt by email. A packing slip which outlines your order will also be included when your parcel is delivered. The packing slip, however, will not contain pricing information.

Purchasing via Phone/Mail Order

Odem can help you with any pre-purchase enquires you may have, as well as take an order and arrange payment by credit card or cheque if you prefer. Odem can be contacted by:
Phone: +61 412 064 211
Mail: Suite 108, 80 William St, East Sydney NSW 2011, Australia.

Please be sure to include the following if faxing or mailing your order:

  • Name, brand, quantity, colour, size for each product.
  • Your name and address
  • Your daytime telephone number

 

 

Postage and delivery 

Orders are generally dispatched within 48 hours using registered Australia Parcel Post services or by courier - depending on the size, weight and value of the goods. Generally, deliveries within Australia will take between 3-7 working days (depending on the delivery address). Deliveries outside of Australia can take up 10 working days (depending on the delivery address).

Delivery charges include packaging and delivery via the service Odem use within Australia or Overseas and are calculated on the average weight of your total purchase as well as its destination.

We recommend that you provide us with a daytime delivery address where someone will be available to accept the delivery, as a signature is normally required. If no one is at the specified address at the time the delivery is made a notice will be left in your letterbox notifying you of the attempted delivery and providing instructions for collection from your nearest post office or re-delivery.

International orders: International customers will be responsible for local duties and taxes. Sorry no C.O.D's or P.O. Boxes. All prices are in Australian dollars. The prices within the online store DO NOT include relevant overseas duties and other custom charges that you may incur.

Note that delivery times may vary when an item is on back order.

Please note that Odem cannot accept responsibility for delays in delivery that result from things outside our control (for instance unusual weather conditions, strikes and natural disasters).

Odem has the right to cancel an order if we are delivering to an area that your couriers do not service or an additional fee may be added.

 

 

Returns and Exchanges 

At Odem, we stand behind the quality of our product and we make things right if you are not satisfied with your purchase. Our shipments are carefully inspected before leaving our warehouse, but in the event you are not satisfied with your purchase simply follow the instructions below.

With orders that cannot be fulfilled the purchaser will be notified with regards to when the order will be fulfilled subject to the availability of the product/s purchased. Alternative products will be suggested to substitute the product in question. Alternatively a full refund will be available as an option.

You may only return an item purchased on our Web site by mail to our shop address. Returns must be arranged and pre authorised and pending inspection, a refund, credit or exchange will be issued to you for the value of the item. We will not issue refunds based on not being happy with a purchase. If you receive a product in good condition and working order then a refund cannot be arranged as a result of not liking the product, exchange of goods however is fine. Odem will issue you with a credit note which can be used within 6 months of receiving it.

Delivery fees are non-refundable. To return an item by mail, please phone our office on 61 (2) 9328 7477 to make suitable arrangements.

Please make sure that you address your order correctly as if parcels are incorrectly addressed they will automatically be returned to Odem. As a result of this error you will be charged additional postage plus a $10 administration fee.

Important: Shipping fees are non-refundable unless merchandise is damaged or faulty.

Please Note Refunds, Credits or Exchanges will not be accepted after 21 days from your date of purchase

 

 

Credit Card Security 

Protecting the safety of your credit card and personal information is important to us. Accordingly, we have implemented a number of security measures to maintain the security of our website.

We use the highest strength Secure Sockets Layer (SSL) 128 bit encryption to transmit your personal and credit card details with security and privacy. SSL is a sophisticated method of scrambling data as it travels from your computer to our website's servers.

However, shoppers should be aware that there are inherent risks associated with online transactions despite the precautions taken.

 

 

Caring for your Odem Products 

All Silk Pieces

  • Shabbat, Yom Tov & Pesach Covers. Wedding Glass Bags and Brit Pillows.
  • 100% Silk Fabric
  • 100% Silk “Odem Star Design”™ Lining

All Velvet Pieces

  • Shabbat, Yom Tov and Pesach Covers. Tallit and Tefillin Bags.
  • Made from the highest quality European Velvet.
  • 100% Cotton Velvet
  • 100% Silk “Odem Star Design”™ Lining

Due to the delicate nature of the luxurious fabrics and ornate embellishments used by Odem, we recommend careful handling of each piece. Each piece is individually handcrafted and slight irregularities may occur.

All Dupion and Raw silk pieces are made from natural hand woven fabrics. There may be variations of texture and colour. Bars and small knots are part of the normal texture and are not considered defects.
To maintain the longevity of your Odem Challah or Pesach cover, we have provided a dust bag. We recommend that the cover be returned to the bag after each use. Always use a protective cloth when pressing.

We recommend that all Odem textile pieces be dry cleaned only.
Odem pieces are made exclusively with high quality Swarovski crystals, pearls and metal components.

All Leather pieces

Odem Leather pieces are individually handcrafted from carefully selected soft, natural leather. Markings and irregularities may be apparent even in the most luxurious skins. These are natural characteristics of the animal hide and should not be considered as imperfections

An item of leather such as this can improve with time, providing it is looked after with the following recommendations:

  • Always store pieces away from light, damp and heat.
  • We recommend that all Odem leather pieces are dry cleaned only through a qualified leather specialist.