Shipping policy
1. Order Processing
Orders are processed upon payment confirmation. We aim to dispatch all orders within 24 hours, excluding weekends and public holidays.
Processing times may be extended during high-volume periods, promotional events, supplier fulfilment delays, customs inspections, or security and fraud verification reviews. OZEAH shall not be liable for delays outside its reasonable control.
2. Fulfilment
OZEAH is a United Kingdom-based company operating globally. Orders are fulfilled via authorised supplier and logistics partners operating from international fulfilment centres across Europe and the United States.
By placing an order with OZEAH, you acknowledge and agree that:
— Products may be shipped from international locations depending on stock availability.
— Delivery times are estimates only and are not contractual guarantees unless explicitly stated.
— OZEAH reserves the right to determine the shipping method, carrier and fulfilment location at its sole discretion.
3. Estimated Delivery Times
The following delivery windows are estimates from the point of dispatch, not from the point of order placement:
Destination Estimated Delivery United Kingdom 1–3 business days Europe 1–3 business days United States & Canada 3–5 business days Rest of World 3–5 business days
These timeframes are estimates only. OZEAH shall not be liable for delays caused by courier disruption, customs clearance, severe weather, government actions, strikes, or any other event beyond our reasonable control.
4. Duties, Taxes and Import Charges
All applicable duties, import taxes and government charges for international shipments are included at the time of checkout. The price confirmed at the point of purchase is the total amount payable. No additional charges will be imposed at the point of delivery for orders where full payment has been completed through our checkout.
Customers are responsible for complying with all applicable local import laws and regulations in their destination country. OZEAH shall not be liable for customs delays, inspections, seizures or import restrictions imposed by destination authorities.
In the event that a shipment is refused by the customer or returned due to failure to comply with local import requirements, OZEAH reserves the right to deduct return shipping costs, customs penalties and reasonable administrative fees from any refund issued.
5. Tracking
Tracking information will be provided by email once your order has been dispatched. Customers are responsible for monitoring shipment progress and contacting the carrier directly where required.
6. Insurance
All orders placed through OZEAH are covered with comprehensive insurance for the full declared value of the goods from the point of dispatch until confirmed delivery. In the event that an item is lost or damaged in transit, OZEAH will manage the insurance claim on your behalf and arrange either a replacement or a full refund.
To make a claim, customers must contact orders@ozeah.co within 7 days of the estimated delivery date with the following:
— Your order number and proof of purchase
— A description of the issue: Loss, Non-arrival or Damage
— In the case of damaged goods: clear photographic evidence of the damage and original packaging.
— In the case of non-arrival: confirmation that the tracking status has not shown a successful delivery and that the item has not been received by any person at the delivery addressClaims cannot be accepted where the carrier's tracking system confirms successful delivery to the address provided at checkout, unless accompanied by a police report confirming the goods were not received. OZEAH reserves the right to investigate all claims before issuing a replacement or refund and to decline claims where fraudulent activity is reasonably suspected.
OZEAH shall not be liable for loss or damage arising from incorrect addresses provided by the customer, refused delivery, or failure to collect from a nominated collection point.
7. Split Shipments
Orders containing multiple items may be shipped separately depending on stock location and stock availability. Customers will be notified where split shipments apply. Separate shipments do not entitle the customer to partial cancellation unless required under applicable consumer law.
8. Risk of Loss
Risk of loss and title for goods passes to the customer upon confirmed delivery to the shipping address provided at checkout.
OZEAH shall not be responsible for:
— Incorrect addresses entered by the customer at checkout.
— Failed delivery attempts due to the customer's absence.
— Parcel theft following confirmed delivery.
— Re-delivery fees arising from failed delivery attempts.Customers must ensure that shipping information is accurate at the time of order and that secure delivery arrangements are in place.
9. Delivery Delays
OZEAH shall not be liable for delivery delays caused by circumstances beyond its reasonable control, including but not limited to courier disruption, customs clearance procedures, severe weather, government actions, industrial action, or global logistics disruption. This clause operates in conjunction with OZEAH's Force Majeure provisions contained within our Terms and Conditions.
10. Failed Delivery and Uncollected Parcels
If an order is returned to OZEAH as a result of an incorrect address provided by the customer, failure to collect, refusal of delivery, or non-compliance with local import requirements, OZEAH reserves the right to deduct outbound shipping costs, return shipping costs, and reasonable administrative processing fees before issuing any refund.
11. Shipping Restrictions
OZEAH reserves the right to refuse shipment to restricted jurisdictions, sanctioned territories, high-risk fraud regions, or addresses flagged by fraud screening systems. Orders may be cancelled at OZEAH's sole discretion for risk management purposes.
12. Returns
You have 14-days from the date of delivery to return any item. Return shipping remains the full responsibility of the customer. For full details of our returns policy including eligibility conditions, how to initiate a return, and refund timeframes, please refer to our Return and Refunds Policy.
13. Consumer Rights
Nothing in this Shipping Policy limits or excludes any statutory rights you may have under applicable consumer law, including:
— The Consumer Rights Act 2015.
— The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
— Applicable EU consumer protection law for customers located within the European Union.
14. US Customers
For customers located in the United States, risk of loss passes to the customer upon delivery confirmation by the carrier. OZEAH's liability is limited to the value of the goods purchased unless otherwise required by applicable state law.
15. Amendments
OZEAH reserves the right to update or amend this Shipping Policy at any time without prior notice. The version in force at the time of purchase shall apply. We recommend reviewing this page periodically.