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USE CODE 'NEW15' FOR 15% OFF YOUR FIRST ORDER
USE CODE 'NEW15' FOR 15% OFF YOUR FIRST ORDER

Delivery & Returns

DELIVERY & RETURNS

Service Cost
Amazon 3-Day Delivery (3-5 working days) $4.67
UK Next Day Delivery

 

$7.09

International (5-15 working days) Varies, based on weight

Amazon 3-Day Delivery is free to UK destinations for orders over $70.99.

UK Next Day Delivery: This is a service which aims to deliver your order within 1 business day(s) of dispatch. Orders must be placed before 3pm for dispatch on the same day (excluding weekends and bank holidays). Orders placed after this will be shipped the next business day.

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. Once goods have been dispatched to you, we are not liable for any delays. We recommend providing your email address and agreeing to receive notifications, which will mean you are sent tracking information along with a delivery window.

Why we use Amazon Shipping?

After careful consideration, we  decided to move from Royal Mail's shipping service to Amazon's shipping service. This change will allow us to offer faster and more reliable delivery times, as well as improved tracking and customer service. We believe this move will ensure that our customers receive the best possible service and experience when ordering from Oceans Alive.

Moreover, we are proud to partner with Amazon's shipping service as they share our commitment to sustainability. Amazon has set ambitious goals to reach net-zero carbon emissions by 2040 and is investing in sustainable technologies, such as electric vehicles and renewable energy, to achieve this goal. By partnering with them, we can reduce our carbon footprint and contribute to a more sustainable future.

Import Duty

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.

RETURNS

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 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. For all returns, please contact us via email to explain the situation.

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

Refunds

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 14 business days 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.

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 $4.73 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.

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 admin@oceansalive.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 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 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.

In the instance where there may be a discrepancy with delivery of an order, a replacement would be offered. Refunds may be applicable only if we are unable to fulfil the order. 

Return Address

To return your product, you should post your product to:

Oceans Alive Returns,
Mini Clipper Logistics,
HiBay warehouse,
Stanbridge Road,
Leighton Buzzard,
LU7 4QQ

We will refund postage costs for returned items where the return is required due to our error. Notably, incorrect items sent in your order or if your items are damaged or faulty. We do not refund postage costs for returned items which are unwanted or no longer required, these costs shall be covered in full by you.

If you are shipping an item over $29.58, you should consider using a trackable shipping service or purchasing shipping cover and notify us of the tracking number.