- Home
- Delivery & Returns | OccaStore Wholesale Shipping & Return Policy
Delivery and Returns Policy
This policy explains how delivery, tracking, delivery issues, and returns are handled for orders placed with OccaStore Limited. For trade orders, minimum shelf-life requirements and any specific delivery requirements must be agreed in writing before order acceptance.
Shipping Policy
Shipping Locations
OccaStore currently delivers to all areas within the United Kingdom only. We do not offer international shipping at this time.
International Orders (Customer-Arranged)
International customers may arrange their own freight forwarders or couriers to collect from our warehouse. Orders must be paid in full prior to collection. We provide commercial invoices and packing lists on request but accept no responsibility for delays, customs issues, or damages once goods leave our warehouse.
Order Processing Times
- Orders are processed within 1–3 business days (Monday–Friday, excluding public holidays).
- Orders placed after 2 PM may be processed the next business day.
- Bulk or large orders may require additional time depending on stock availability.
Shipping Methods
Orders under 8 cases: Shipped via DHL eCommerce:
- DHL eCommerce Tracked (Next Day)
Orders over 8 cases: Shipped via Freightroute based on the delivery zone:
| Zone | Areas Covered |
|---|---|
| Zone 1 | BB, BL, CH, L, M, OL, PR, W, A, WN |
| Zone 2 | BD, CW, FY, HD, HG, HX, LA1–6, LS, S, SK, WF |
| Zone 3 | AL, B, BS, CB, CV, DE, DH, DL, DN, DY, GL, HP, HR, HU, LA7–23, LE, LL11–31, LU, MK, NE1–44, NG, NN, OX, PE, SG, SN, SR, ST, TF, TS, WR, WS, WV, YO |
| Zone 4 | BA, CA, CF, CM, CO, DG, EN, HA, IG, IP, LN, NP, NR, RG, RM, SL, SO, SP, SS, WD |
| Zone 4a | BH, BN, BR, CR, CT, DA, DT, GU, KT, ME (excl. 30–41), PO, RH, SM, TN, TW, UB |
| Zone 5 | EN, NW, SE (excl. 1 & 11), SW2+, W2+ |
| Zone 5a | EC, SE1 & 11, SW1, W1, WC |
| Zone 6 | EH, EX, FK, G, KA (excl. 27–28), KY, ML, PA1–19, TA |
| Zone 7 | DD, LD, LL32–78, NE45–71, PH1–14, PL, SA, SY, TD, TQ, TR (excl. 21, 25) |
| Zone 8 | AB, IV, KW1–14, PA21–38, PA80, PH15–41, PH49–50 |
Shipping Charges
Shipping costs are calculated based on order weight, size, and delivery location. Final charges will appear at checkout or be quoted separately. Free shipping may apply to qualifying bulk orders or promotions.
Order Tracking and Notifications
- Tracking details are emailed upon dispatch where a tracked service is used.
- Ensure your delivery address is accurate. We are not responsible for delays or returns caused by incorrect address details.
- Re-delivery charges may apply for failed deliveries.
Delivery Issues and Claims Window
Please inspect deliveries upon arrival. Damages, shortages, or discrepancies must be reported within 48 hours. Where a delivery issue arises due to third-party courier handling, OccaStore will support resolution. OccaStore remains responsible for ensuring a reasonable outcome, but courier handling issues do not indicate fault where goods were correctly packed and dispatched.
If a shipment is returned to us due to non-collection or unsuccessful delivery after repeated attempts, we reserve the right to deduct a fee of £10 + VAT per order to cover handling and return costs.
Shipping Contact
OccaStore Limited
Unit 15, Gemini 8
Apollo Park
Westbrook
Warrington
WA5 7AE
Email: [email protected]
Phone: 01744 881596
Returns Policy
We aim to make returns as simple as possible. If you are not completely satisfied with your purchase, please read the guidelines below. Trade orders are treated differently to consumer orders.
Eligibility for Return
- Returns must be requested within 14 days of delivery.
- Items must be unopened, unused, and in original packaging.
- Some items may not be eligible due to hygiene or safety concerns. Contact us to confirm.
- Returns will not be accepted due to shelf-life preference, downstream customer requirements, slow sell-through, or changes in commercial circumstances unless explicitly agreed in writing prior to order acceptance.
Return Approval Process
- Log into your account and request a return.
- Wait for our confirmation, including instructions, return window, and any applicable fees.
- Securely package the items, including the return authorisation document.
- Ship the items to the provided return address. Return shipping is your responsibility unless the return is due to our error.
Restocking Fees
| Product Type | Restocking Fee |
|---|---|
| Non-stock items (specially ordered) | 15% |
| Standard stocked goods | 5% |
Restocking fees apply to authorised returns and are deducted from any refund or credit. Where a return is authorised as a goodwill gesture, OccaStore may also deduct original delivery charges where applicable. Any such deductions will be confirmed in writing as part of the return authorisation.
Refund Processing
- Refunds are processed within 7 working days of receiving and inspecting the returned goods.
- Refunds will be made to the original payment method, minus any applicable fees.
- Shipping charges are non-refundable unless due to our error.
Damaged or Incorrect Goods
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery. Include your order number and supporting images. We will review the claim and arrange a suitable resolution in line with our normal process.
Exchanges
We do not offer direct exchanges. To order a different item, please place a new order and return the original separately (subject to approval).
Returns Contact
OccaStore Limited
Unit 15, Gemini 8
Apollo Park
Westbrook
Warrington
WA5 7AE
Email: [email protected]
Phone: 01744 881596