Standard 3 working day delivery is free to UK destinations for orders over £20 - unless a priority option is selected which will upgrade the dispatch time and/or service utilised.
|Free UK Delivery (3 working days)||Free|
|Standard (3 working days)||£2.49|
|Express (2 working days)||£2.95|
|Next Working Day||£4.95|
|International (5-15 working days)||Varies, based on weight|
All priority (Next Working Day delivery and 2 Day Express) orders must be placed before 3pm for dispatch on the same day. For Express and Next Working day options only, we now also dispatch on Saturdays, as long as the order is made by 11am. Other than this we do not dispatch on weekends or bank holidays.
All delivery times quoted are in working days (i.e. Monday to Friday, excluding Bank Holidays). Although on occasion our delivery partners, at their discretion, may attempt delivery on Saturday for your added convenience and benefit.
All delivery times are projected, and there is no guarantee of delivery on quoted days, albeit 99.8% of deliveries do arrive on schedule. We recommend providing your email address and agreeing to receive notifications, which will mean you are sent tracking information along with a delivery window.
Where an item is undeliverable, either due to an incorrect address provided, or an item was left unclaimed for a period and returned to us, a minimum of £3 or up to 10% restocking fee is applicable at our discretion. This covers the cost of shipping, packaging and inventory and stores management costs - these are considered legitimate costs which constitute an element of the product cost, regardless of delivery option selected. The remaining product cost is refunded.
International purchases (i.e. outside the UK) will incur a reduced or subsidised shipping charge - which is visible depending upon your location on the checkout page. The weight of items in the order also determines the delivery cost.
Do bear in mind that for all orders shipped outside the UK, Import Duty and some tax may be payable before receiving the item. For EU destinations, only VAT may be payable, although not all the time.
Should customs duty and taxes not be paid by the customer in good time, the item will either be destroyed, or sent back to us. If received back, the customer will be be refunded all product costs less delivery fees. If the item is destroyed due to non payment of import taxes, then strictly no refund will be offered, as it is the customers' responsibility to be aware of import taxes and get them paid promptly.
We have no control over these charges set by individual countries and therefore we cannot accurately predict their amount. Please contact your local customs office for further information before placing your order, if you require further advice. It is always the customer responsibility to ensure that the items purchased are allowed for import. If they are rejected for any reason, product cost is refunded, less shipping charges.
If 30 days have passed since the item was delivered, unfortunately we can’t offer you a refund or exchange.
To be eligible for a free return & refund, your item must be sealed, unused and in the same condition that you received it. It must also be in the original packaging. To qualify for a free return, please contact us via email to explain the situation and request a free Royal Mail return label. Free returns are only an option for UK customers.
Please do not send purchases back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- For hygiene and safety reasons, any item with the tags removed, seals broken, or any sign of use, will not be refunded
- Any item that is returned more than 30 days after delivery
In the instance where the customer was not available at the time of delivery, and then doesn't collect the item within 10 days from the local collection point or re-arrange delivery, then Oceans Alive Health reserves the right to recover postal, packaging and admin charges, capped at a maximum of 10% or £4, whichever is greater of the value of the goods. Once the postal company then returns the items, the remainder of the refund is applied.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and carry out the steps to refund if applicable. Please allow up to 72 hours to process. Any defect or issue should be reported within 48 hours of receipt of the item. In case of non delivery, we can only accept claims and investigate for non-delivery if we are contacted within 30 working days of the order date.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Exchanges, Replacements & Damaged Goods
We only replace items if they are defective or damaged. Any notice of defects or damage must be received within 30 days of the order arriving at a customers premises. All pictures of damage, including the box and packaging must be provided. We cannot proceed with offering a replacement or a refund until evidence is supplied.
To qualify for an exchange, it is a requirement that all products are stored in the correct manner as described on the product, and in more detail on the Oceans Alive Health website as required. All items must be stored in a cool environment. Our definition of cool means 10-25 Degrees Celsius, depending on the specific product in question.
To return your product, you should post your product to:
2 Chapel House Road,
For outside the UK, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping cover and notify us of the tracking number.