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Frequently Asked Questions
Your quick guide to everything you need to know.
How do I place a wholesale order?
Registered trade users can log in to our website, browse our product range, add items to their basket, and complete the checkout. For support, contact our team directly via phone, email, or WhatsApp.
Can I buy if I’m not a trade customer?
OccaStore is a wholesale-only platform. All users must register for a trade account and be approved before placing an order.
How long does order processing take?
We typically process orders within 1–3 business days (Monday to Friday, excluding public holidays). Orders placed after 2 PM may be processed the next working day.
Which couriers do you use?
Orders under 4 cases are shipped via Royal Mail. Larger orders go via Freightroute, with delivery zones based on your postcode. Tracking information is emailed once your order is dispatched.
How much is delivery?
Shipping costs are calculated based on the size, weight, and destination of your order. All charges are shown at checkout, and free delivery may be available during promotional periods or on large orders.
Do you ship outside the UK?
We do not currently offer international shipping. However, we’re happy to prepare orders for collection by a third-party freight forwarder arranged by the customer.
Can I collect my order?
Yes — collection is available from our warehouse. When your order is ready, you’ll receive a collection code both onscreen at checkout and via email. This code must be presented at the time of collection. Please wait for confirmation that your order is ready before arriving.
How do I track my order?
Once your order has shipped, tracking information will be sent by email. If you don’t receive it, contact our support team at orders@occastore.com or call 01744 881596 (Option 5).
What should I do if items are damaged or missing?
Inspect your order on arrival. Report any damage, shortages, or incorrect items within 48 hours of delivery. Please include photos and your order number when contacting us.
Can I return my order?
Returns are accepted within 14 days of delivery, provided items are unopened, unused, and in original packaging. Restocking fees may apply depending on the type of product returned.
What are your restocking fees?
15% for specially ordered (non-stocked) items
5% for returns from standard stock
These fees help cover processing and handling costs.
How do I request a return?
To arrange a return, please call us on 01744 881596 (Option 5) or email us at hello@occastore.com with your order number and reason for return. Our team will confirm if the item is eligible and advise on next steps, including any applicable restocking fees.
How long does it take to receive a refund?
Refunds are processed within 7 working days after we receive and inspect your returned item. Funds will be returned to your original payment method, minus any restocking fees.
Can I update my delivery address after ordering?
Please contact us as soon as possible. If your order hasn’t been dispatched, we’ll do our best to update the address. Changes can’t be guaranteed after dispatch and may incur additional costs.
How can I get in touch with customer service?
You can contact us by:
Phone: 01744 881596 (Option 5)
Email: hello@occastore.com
WhatsApp: +44 7399 323156 (Click here)
We’re here to help with any queries about your order, delivery, or returns.