Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order.
Yes, you can. Along with your order confirmation, once your order has been shipped a tracking number will be sent over to you so you can track your order.
If you're looking for where you can track your order, you can check the status of your order here.
Usually 2-3 weeks. Due to the high demand of some of our most popular products, please allow 2-6 weeks for delivery.
If your order hasn’t arrived in the estimated delivery times, please contact our support team at [email protected]
If your order hasn't arrived within 60 days of the date of original purchase, contact our support team for a full refund on your purchase.
(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
Since we have 4 different warehouses, we don't have all our products in one place, so when you order multiple items at a time, each item will be shipped separately. So you'll probably receive one item before the next. Don't panic. If you don't receive all of your items at once… Rest assured, they will get to you.
You can track your order. Along with your order confirmation, once your order has been shipped a tracking number will be sent over to you so you can track your order. If you're looking for where you can track your order, you can check the status of your order here.
Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process.
If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us within 30 days of receipt. If you need further information, please view our returns policy here.
As soon as you place your order, we work on the dispatch process as quickly as possible, if you decide you want to amend your order please contact us and we will try to accommodate where possible (if it would be possible). However, please note that once the order has been dispatched we will not be able to make any amendments to it.
Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders.
If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!
If you have not received your order within the allotted delivery time frame, please notify us by email at [email protected] within 60 days of the date on which you ordered the products. After this time has elapsed, Ocloq reserves the right to decide whether to send our replacement item(s) for you.
To return your order you must notify us in writing [email protected]. Please ensure items are returned within 5 working days of notification of return for a full refund or exchange (subject to the conditions above).
We aim to make the refund or exchange within 10 days of receipt of the returned goods. Refunds will be made in the same form as the original payment.
Please ensure that you fully insure the item(s). As the parcel will be in your responsibility until we sign for it.
Please note that we cannot be responsible for items which are lost on their return to us so please be sure to retain your proof of posting.
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and Ocloq has the right to refuse a refund on these grounds.
If your item is faulty, please do not dispose or amend your item(s). Please contact Customer Care on [email protected] within 30 days of receipt along with your name, order number, and any images you can provide of the faulty item(s).
We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at [email protected]
We try to only advertise products available on site at that time, however sometimes this isn’t always possible – if there is something you see advertised and it isn’t in stock yet please feel free to email us for more information! We’ll always try and help.
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