Refund policy
30 day money back guarantee
We are so confident that our products will help you achieve greater wealth, health, and happiness that if, after 30 days you decide the product isn't for you, you can return it free of charge and receive 100% of your money back.
To start a return, please contact us at customercare@occolondon.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at customercare@occolondon.com.
How long will it take to process my return?
Once your parcel has been received by our team, it can take up to five days to process your return. Returns are dealt with in the order in which they are received, so returns sent by recorded delivery may reach us more quickly but do not progress more quickly through the process.
You will be notified via email as soon as your return has been processed. This can sometimes be a few days after we receive your parcel at our warehouse; if you want to check that your order has been received, please use the tracking provided for your chosen return method.
Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit-card statement.
If you do not receive our email confirmation within 10 days of your order being received at the warehouse, please contact us at customercare@occolondon.com so we can investigate.
Have you received my return?
We will notify you by email once your order has been processed at our warehouse. To check whether your item has been delivered to us, please use the tracking options provided by your chosen delivery service.
How do I exchange an item?
To exchange an item that was sent to you incorrectly, please contact us at customerservices@occolondon.com, where we will be happy to help.
Alternatively, please return the item using our normal returns process and repurchase the correct item.
Returns from EU countries
From January 1, 2021, returns from EU countries will be subject to UK VAT (20%) for goods valued at £22 or more, and EU customers will now be required to complete customs declarations to import the goods into the UK. In addition, import duty may be payable on goods valued at over £135. OCCO Wellbeing pays all import taxes and duties on your behalf. Please contact the customer service team with proof of payment of duty and VAT, and we will reimburse you. EU customers will continue to be responsible for paying carrier costs as per the existing return process.
Returning a gift
An item that was received as a gift can be returned for an exchange or gift tenders (gift cards or e-gift cards). An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased. This does not affect the purchaser's legal rights.
If a gift you receive is faulty, please arrange for the purchaser to contact us via email at customercare@occolondon.com (Monday to Friday, 9 a.m. to 5 p.m.), and we will arrange a replacement.
Faulty items
We are very disappointed on the rare occasions our customers receive a faulty item. Make sure you let us know about the fault so we can make sure other items are not affected. If you have identified the fault within 30 days of purchase, please contact us via email at customercare@occolondon.com to arrange a return (via our normal procedure), exchange, or refund.
We will refund any postage on a faulty item and ensure you are reimbursed for standard return postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.
If a fault develops outside of the 30-day return period or the item is difficult to package and return, contact us using the above details before you return the item so we can discuss the fault with you and agree on the best way forward. Please take extra care to read our Product Care Information page or any specific care instructions provided with your purchase.
If a gift you receive is faulty, please arrange for the purchaser to contact us using the above details, and we will order a replacement.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift tender (a gift card or e-gift card) to the value of the lowest selling price for the returned goods will be offered. A refund will be offered regardless of whether the goods are faulty.