Have a question? Hopefully, you will find the answer here!
CAN I PLACE AN ORDER OVER THE PHONE?
We do not accept phone orders. All orders need be placed online and our website has been designed to offer you maximum security.
WHAT CURRENCY CAN I PAY WITH?
Prices of our products are displayed in Euros and pounds Sterling and should display the correct currency depending on your location.
ARE MY DETAILS SAFE?
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
For more info and delivery times, please visit our shipping information page by visiting the shipping page found at the bottom.
WHERE IS MY ORDER?
We are committed to ensuring your online shopping experience is as safe and enjoyable as possible. If you would like more information on how your details are stored or used, please view our Terms and conditions (link at the bottom)
If your order has not reached you within the estimated delivery period, it could be due to one of the following reasons:
*The carrier has experienced a delay in which case your tracking information should display any delays and a new delivery date.
*The delivery company has tried to deliver and has left you a calling card.
*Your parcel has been left with a neighbour.
*Your parcel has been left in a safe place.
*Delays due to local postal volumes or adverse weather conditions.
*Orders going outside of the UK may encounter customs delays.
If none of these applies, please check with the carrier or your local sorting office as they might be able to locate your parcel and provide you with further information.
You can also contact us at firstname.lastname@example.org
HOW DO I RETURN A PRODUCT?
Please only return items which were purchased from oceanandearth.net, not from any other dealer. You have 30 days from the purchase date to be eligible for a full refund.
To return a product, there is no need to call or email us, just follow these simple steps:
- Include return note
Please attach a note with your name and billing address details or order number so that we can identify the return.
- Repackage your products
Please note that returned products must be unused and have all packaging and tags intact.
- Return via your preferred method
You can use any courier of your choice, however, we recommend using a tracked service. Take the parcel to your nearest store/post office and keep any receipts as they will contain your tracking number. Send to:
Ocean & Earth Europe
Returns are normally processed within 10 working days, once the returned products have been received into our warehouse.
Upon inspection of the returned product, Xcel Europe will issue a full refund less the original delivery charge. In the unlikely event that an item is returned to us in an unsuitable condition, Xcel Europe reserves the right not to refund the item and arrange to send the item back to you at your expense.
A refund confirmation email will be sent to you once your return has been processed.
I HAVEN’T RECEIVED MY REFUND YET?
Please note that refunds can take up to 10 days to be processed if you have any questions about a refund, please contact our customer service by email
WILL I BE CHARGED CUSTOMS AND IMPORT TAX?
Please be advised that for countries outside the UK, as well as the Canary Islands, there may be taxes, fees or other charges that you will be expected to pay. We recommend that you check with your local customs office before placing an order these charges vary from country to country. We do not have any control over these charges and do not hold current duty rates on file.
If these local import and customs charges are refused or not paid by you, then the item could be returned to us or destroyed. If your order is not returned to us in these circumstances, we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned products minus any costs incurred in returning them to our warehouse.
CAN YOU PRICE MATCH AGAINST OTHER WEBSITES?
As a brand selling directly it is our responsibility to maintain recommended retail prices. If you find a better price from one of our resellers then you are in luck and should snap up the great deal.
WHY IS A PRODUCT SHOWING ‘OUT OF STOCK’?
This means that we have sold out. Please use the back in stock notification in case the item comes back in.