We offer the following shipping options which will be determined at checkout once you have entered your delivery address. We can deliver to most countries but if your delivery country isn’t listed, please email enquire@ocoeehouse.co.uk 

FREE SHIPPING | UK  Our standard delivery charge is free if delivery is within the UK

INTERNATIONAL DELIVERY | ZONE 1  Our delivery zone 1 charge is £14.99 and applies to European destinations. 

INTERNATIONAL DELIVERY | ZONE 2  Our international delivery zone 2 charge is £23.99 and applies to the North & South America, Canada, Asia and Australia.

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We use Royal Mail services for all deliveries and will advise at dispatch if this changes. All deliveries take place Monday - Friday and once it arrives in the destination country it will be handed to your national courier handler. We aim to deliver UK destinations within 2 working days, International Zone 1 within 3-4 working days, and International Zone 2 within 4-7 working days.

Once your order is dispatched from us, you will receive an 'Your order is on it's way' email with a tracking number so you can follow your parcels journey status. All orders are dispatched between Monday to Friday.

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Please note that International deliveries may incur additional import, duty and VAT charges calculated at destination country and to be paid by you, the purchaser. This is country dependant. 

If your country isn’t listed at checkout, please email our team at enquire@ocoeehouse.co.uk for a shipping quote.

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All payments go through our Merchant provider Stripe, and through Shopify. Payments accepted: Visa Credit, Visa Debit, Mastercard, Maestro, American Express and Paypal, and we do not store any of your sensitive data. 

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Payment Validation

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment, then we will notify you by email and we will not dispatch the order.

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In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. At all times where we disclose your information it will remain secure. If you believe your details are incorrect you may correct those details by contacting enquire@ocoeehouse.co.uk. We reserve the right to refuse any order.

If there are any issues with your order we shall contact you via the contact information you have provided.

RETURNS & REFUNDS

If for any reason you are not happy with your purchase, you have 14 days to return your goods for an exchange or full refund, as long as the items are in their original condition. 

In the unlikely case you receive goods that are faulty or damaged we are happy to pay the return postage costs. If the goods being returned aren't damaged, the customer is liable for any costs associated with returning the product. 

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If the item you received is faulty, please contact customer support (enquire@ocoeehouse.co.uk) quoting your order number, your name and address, details of the product and the fault. We will respond to you as soon as possible to acknowledge your issue and from there will request that you send us a few photographs of the fault. The photographs will be sent across to our warehouse team to determine the best course of action.

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The item(s) should be securely packaged after confirmation with our team and then sent to our studio:

Avenue Cottage, Heather Avenue, Alexandria. G83 0TJ. United Kingdom

To ensure the best possible service please note that all refunds and exchanges must be made through our E-commerce Department on our part. Refunds will only be charged back to the original card used for purchase. 

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We extend our returns policy during the Christmas period. The length of the extension is subject to change, and you should consult us directly.