Refund policy

90-day money-back guarantee

90 days to try it. If it isn't helping, send it back within 90 days of purchase. Used is fine. We'll refund you in full.

Give it a real go first. When you get in touch, tell us briefly what didn't work. All we need is your proof of purchase.

How to start a return

Email customercare@occolondon.com. Once we accept your return, we'll send you our returns address and instructions.

Please ask us before you send anything back. We can't process a return we haven't agreed.

Return postage

You pay for return postage. We don't refund it.

Use a tracked service and keep your proof of postage. If your parcel goes missing, we'll need it to find it.

If your item arrived faulty, damaged or wrong, we pay for return postage. See "Faulty items" below.

How long does a return take?

Up to 5 working days from when your parcel reaches us. We deal with returns in the order they arrive. We'll email you when it's done.

Not heard from us within 10 days of your parcel arriving? Email customercare@occolondon.com and we'll look into it.

After that, allow 3 to 4 working days for the refund to show on your statement.

Have you got my return?

We'll email you once it's done. Until then, check your carrier's tracking.

Exchanges

Did we send the wrong item? Email customercare@occolondon.com and we'll fix it at no cost to you.

For anything else, return it the usual way and buy the item you want.

Items we can't take back

We can't take back items made or personalised for you. We also can't take back items sealed for health or hygiene reasons once they're opened.

Returning a gift

Gifts can be returned for an exchange or store credit. We'll let the buyer know when the exchange is done.

Refunds only go back to the card that paid. This doesn't affect the buyer's legal rights.

Is the gift faulty? The buyer should email customercare@occolondon.com and we'll arrange a replacement.

Faulty items

Is your item faulty? Email customercare@occolondon.com with details and photos.

• Within 30 days of purchase: we'll arrange a return, exchange or refund. We'll pay return postage.
• After 30 days: contact us before you send it back. We'll agree the best way forward. If needed, we'll collect it free within mainland UK.

You'll need proof of purchase. Without it, we'll offer an exchange or store credit at the item's lowest selling price. Faulty items still get a full refund either way.

Your legal right to cancel

This is separate from our guarantee. Under the Consumer Contracts Regulations 2013, you can cancel within 14 days of delivery for a refund.

To cancel, email us before the deadline. Keep a copy for your records.

Have we already sent your order? Return the items within 14 days of telling us. You pay the return postage.

We'll refund you within 14 days of getting the items back. This includes standard delivery costs. If we hadn't sent anything yet, it's 14 days from when you told us.

• We refund delivery up to the cost of our standard delivery option.
• We don't refund gift wrapping fees.
• We may reduce your refund if the items lost value. That applies if they were handled more than you would in a shop.

These deductions only apply when you cancel under the 14-day right. They don't apply to returns under our 90-day guarantee.

Nothing in this policy affects your legal rights.