Returns & Refunds

30-day money-back guarantee. If you're not completely satisfied with your purchase, return it within 30 days for a full refund — no questions asked.

To be eligible, the item must be in the same condition as received — unused, in its original packaging, with proof of purchase.

How to start a return

Email customercare@occolondon.com. Once accepted, we'll send a return label and instructions. Don't send anything back without requesting a return first — unrequested returns can't be processed.

How long does processing take?

Up to five business days from when we receive your parcel. Returns are handled in the order received. You'll get an email confirmation once done.

If you haven't heard from us within 10 days of your parcel arriving, email customercare@occolondon.com and we'll look into it.

Allow 3–4 business days after processing for the refund to appear on your statement.

Have you received my return?

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

Exchanges

If something arrived incorrectly, email customercare@occolondon.com and we'll sort it. Otherwise, return via the standard process and repurchase the correct item.

EU returns

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 valued over £135.

OCCO London covers import taxes and duties on your behalf — send proof of payment to customercare@occolondon.com and we'll reimburse you. Return carrier costs remain the customer's responsibility.

Items excluded from returns

The following cannot be returned: items made to your specification or personalised for you, and items sealed for health or hygiene purposes once unsealed.

Returning a gift

Gifts can be returned for exchange or store credit. The original purchaser will be notified when the exchange completes. Refunds go back to the original payment card only — this doesn't affect the purchaser's legal rights.

If the gift is faulty, the purchaser should contact us at customercare@occolondon.com and we'll arrange a replacement.

Faulty items

If your item is faulty, email customercare@occolondon.com with details and photos.

• Within 30 days of purchase: we'll arrange a return, exchange, or refund and cover return postage.
• Beyond 30 days: contact us before returning so we can agree the best way forward. We'll arrange collection free of charge within UK mainland where needed.

Proof of purchase is required. Without it, we'll offer an exchange or store credit at the lowest selling price of the item. Faulty items are eligible for a full refund regardless.

Your legal right to cancel

Under the Consumer Contracts Regulations 2013, you have 14 days from delivery to cancel your order and receive a refund. To cancel, notify us by email before the deadline — keep a copy for your records.

If your order has already been dispatched or delivered, return the items within 14 days of notifying us of cancellation, at your own cost.

Refunds (including standard delivery costs) are processed within 14 days of us receiving the items back, or from your cancellation notification if no items were supplied. We may reduce your refund if goods have been handled in a way that wouldn't be permitted in a store.

• The maximum delivery refund is the cost of our standard (lowest) delivery option — not express or premium rates.
• Gift wrapping fees are non-refundable.
• We may reduce your refund to reflect any loss in value caused by handling beyond what's reasonable.