FAQs

All major credit and debit cards (including Amex), PayPal, Apple Pay, Shop Pay, and Klarna. Gift cards and vouchers are applied at standard checkout — enter your code in the 'Gift Voucher Code' box before payment.

Select 'Standard Checkout' at checkout and choose Klarna from the payment options. You'll be taken to Klarna to log in or apply. More at klarna.com/uk.

Two options. Pay Later gives you 30 days to try before you pay. Pay in 3 splits the cost into three equal interest-free instalments — first taken at order confirmation, then every 30 days. For further questions, head to Klarna's customer service page for live chat and phone support.

Email customercare@occolondon.com and we'll look into it.

No — once an order is placed, the payment method is locked.

At checkout, enter your code in the 'Gift Voucher Code' box and click 'Apply'. The discount shows before you pay.

Contact us at customercare@occolondon.com before placing your order and we'll sort it.

Orders are processed within minutes of being placed, so changes aren't possible after that — this includes address, delivery, and payment updates. If something's wrong, email customercare@occolondon.com immediately and we'll do what we can.

All orders arrive wrapped in sustainably sourced materials, with no pricing included. Send straight to the recipient — no awkward moments.

Free on UK orders over £50. Orders under £50 ship from £3.99. International shipping is calculated at checkout based on weight and size.

Yes, worldwide. Shipping costs are added at checkout.

UK orders: 2–3 business days. International: 7–16 days. Tracking details come with your confirmation email.

Royal Mail for UK orders. If there's strike action, we switch to DPD or Evri.

Yes — enter the recipient's address in the shipping details at checkout. Anything else, email support@occolondon.com.

30 days. If you're not completely satisfied, return it within 30 days for a full refund — no questions asked.

Email customercare@occolondon.com. Once accepted, we'll send a return label and instructions. Don't send anything back without requesting a return first — we won't be able to process it.

Up to five business days from when we receive it. You'll be notified by email once done.

We'll email you once it's processed. For delivery confirmation, use your carrier's tracking.

If something arrived incorrectly, email customercare@occolondon.com. Otherwise, return via our standard process and repurchase the correct item.

EU returns are subject to UK VAT (20%) on goods valued at £22 or more, and customs declarations are required. Import duty may apply on goods over £135. Use a tracked service and keep your receipt.

Yes — for exchange or store credit. The original purchaser will be notified when the exchange completes. Refunds go back to the original payment card only.

Email customercare@occolondon.com with details and photos. Within 30 days of purchase, we'll arrange a replacement or refund. Beyond that, we'll assess case by case.

Yes, within 30 days, as long as the item is in the same condition as received. Any reduction in value from mishandling may be reflected in your refund.

Not currently. Sign up to the newsletter — subscribers hear about new product developments first.

The Learn section on site covers it. Still stuck — email us.

Email sales@occolondon.com with details about your business. We work with partners who share our values.

Yes. Email sales@occolondon.com and the team will come back to you with options.

Use the contact page and we'll get back to you.