In order to deliver the best service possible, all our orders are processed within minutes of ordering, meaning we can't cancel or make changes to an order once you've placed it. This includes changing delivery options, addresses, or payment methods.
If you do notice any issues please send us an email at email@example.com as soon as possible.
We don't currently have a gift option at checkout, but all orders are gift wrapped in sustainably conscious materials and we’ve made sure not to include any pricing information inside our orders so if you would like to send our products as a gift, the recipient won’t get this information sent to them.
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
It depends on where you are. Orders processed here will take 2-3 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
We use the royal mail to deliver your purchases safely.
Sure you can, we understand that you may like to get your gift to go straight to someone else's house. When you’re filling out of your shipping details, just fill in the alternate address. If you have any other questions please feel free to contact us at firstname.lastname@example.org.
Returns & Refunds
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.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.
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
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 has 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 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 firstname.lastname@example.org so we can investigate.
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.
To exchange an item that was sent to you incorrectly, please contact us at email@example.com where we will be happy to help. Alternatively, please return the item using our normal returns process, and repurchase the correct item.
If you return an item outside of the 30-day returns period, we will issue a refund in the form of a gift card, which we will email to you. These returns are processed by the Returns team at our Distribution Centre, and can take a few days longer.
From 1st January 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 over £135. OCCO Wellbeing pays all import taxes and duties on your behalf. Please contact the customer services 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 returns process.
Whether exercising your legal right to cancel, or returning a product under our returns policy, you do not have a right to return the following/cancel your order in respect of: products that are made to your unique specification or that are personalised for you, such as items bearing your name, initials, or products sealed for health protection, or hygiene purposes once you have unsealed them.
An item that was received by you 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 firstname.lastname@example.org (Monday to Friday 9am to 5pm) and we will arrange a replacement.
For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below:
You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.
To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.
If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to us.
If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card, or other payment method you used to pay. We will process the refund without delay and, in any event, not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back, or you have supplied evidence of having returned the products to us (whichever is the earliest).
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 via email at email@example.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 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 if the goods are faulty.
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us the appropriate amount.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within three to five days at one cost, but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
If the products you return have been gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service.
No, we currently do not offer personalisation. However, we are always looking to develop our product offering so please make sure you are signed up to our newsletter as our subscribers are always the first to know about any new updates.
Visit our LEARN section for hints and tips on how to use each product. And remember, if you can’t find the answer you are looking for just let us know, we’re always happy to help.
We offer great wholesale discounts for companies that share our mission to get guys journaling. To find out more, please email firstname.lastname@example.org and we’ll be happy to help.
Yes, we do. Just send an email to email@example.com and a member of the team will be happy to help.
You can contact us through our contact page! We will be happy to assist you.