Returns & Exchanges
WHAT IS OUR RETURNS POLICY?
We accept refunds on all of our fashion pieces. Due to hygiene reasons we do not accept returns on our cosmetic items. If you are unsatisfied with your fashion purchase & wish to return your purchase you may do this any time up to 14 days after the date of dispatch. Please do ensure the following requirements are met:
(i) Items must be returned to us in the way we sent them out to you – All original labels, tags & security ribbon (if attached) have not been tampered with. No traces of odours, fake tan or make up are present. All goods are thoroughly inspected on return.
(ii) We reserve the rights to refuse your refund or exchange if the items are not sent back to us in their original condition and within the correct time period. In such a case we will organise to reship the goods back to the given shipping address.
(iii) You will be refunded based on the cost of the product minus a £1 handling charge per order (we do not refund your original shipping charge).
HOW DO I ORGANISE A RETURN?
Use the returns label provided in your parcel to ship the item back to us. Please note, this is not a free shipping label. Please return your oocmara purchase via the post office using a tracked delivery service (It's your responsibility to return the package). Within your package you will be provided with an address label (this is not a pre-paid label) If you have mislaid this label please return to oocmara, 37 Avenue Paul Vaillant Couturier, 93230 Romainville, France
If you have made a large order we recommend to use parcel force to send your items back - https://www.oocmara.com/
We advise that you please retain a copy of your proof of postage and tracking in case of any lost or delayed parcels. In the event that we do not receive your returned goods, we will ask you to provide the proof of postage. We reserve the right the refuse a refund if you are unable to provide this.
If you wish to return your order, please ensure that you do so inside the gift box provided (please note not all orders are sent in gift boxes) however, if you keep one item out of your order please feel free to keep the gift box. Please ensure that the gift box is sufficiently wrapped in packing paper (if not a £3 deduction will be made from you refund).
(i) Please complete the returns form enclosed within your package, identifying the reason code for returning your purchase. (It helps to improve our customer service!)
(ii) Your Order Number & date, which can be found on your confirmation email
(iii) The reasons for your return or exchange
(iv) The details of new size/colour if exchanging
If you return your package without filling the returns form in we are unable to process your refund.
ARE RETURNS FREE?
The shipping cost incurred for returning item/s to oocmara is not covered or reimbursed by us.
Unfortutaely at this current time, we are not able to process exchanges due to the quick changes in our stock levels. If you require a different size we recommend you place a new order quickly to avoid disappointment.
CAN I RETURN SALE ITEMS?
Yes, but the items must be returned to us within 7 days. We reserve the rights to refuse your refund or exchange if the items are not sent back to us within the correct time period. In such a case we will organise to reship the goods back to the given shipping address.
HOW LONG WILL IT TAKE FOR MY REFUND TO BE PROCESSED?
We will do our best to refund your item within 3 working days (not including day of receipt) Once your refund has been processed you will recieve an email notifying you. Please allow up to 5-7 working days for the funds to land back in your account. We will refund using the same method originally used for your purchase. Please note evenings, weekends and bank holidays are not classed as working days.
You will receive an email once your refund has been processed, please check your current and junk mailboxes.
Please track your parcel before emailing regarding your refund to make sure it has reached us.
In the event that we do not receive your returned goods, we will ask you to provide the proof of postage. We reserve the right to refuse a refund if you are unable to provide this.
Please track your order to make sure it has reached us before contacting, please only use one method of contact otherwise this will slow the process down.
WHAT IF MY ORDER ARRIVES DAMAGED OR THERE IS A FAULT UPON ARRIVAL?
Whilst we hope this never happens, if you receive damaged goods, or experience a manufacturing fault with your order, please contact us immediately (on the day of receipt) so that we can help to sort out your problem as quickly as possible: firstname.lastname@example.org Please do not wear the items if there is an issue, if worn we reserve the rights to refuse a refund.
Any enquiries please email email@example.com. All queries are answered within 48 working hours (no emails are answered over the evenings, weekends or bank holidays)