FAQs

Last updated: 21 August 2026

Frequently Asked Questions (FAQs)

Welcome to the Ocano FAQ page. Here you will find answers to common questions about our products, sizing, ordering process, shipping, returns, payments, and customer support.

If your question is not answered below, please contact us at support@ocano.store.

1. Before You Order

Q: What products does Ocano offer?
A: Ocano is a fashion and accessories store offering a curated selection of jewelry, shoes, clothing, and fashion accessories designed to provide a variety of styles and options for our customers.

Q: Are all products, colours, and sizes always available?
A: Product availability may change as our inventory is updated. Available options are shown on each product page.

If a particular item, size, or colour is unavailable, it may be temporarily out of stock or no longer offered.

Q: How can I choose the right product?
A: Before placing your order, we recommend reviewing the full product description, available images, specifications, colour options, material details, and care instructions shown on the product page.

If you need additional clarification before ordering, please contact our support team and we will assist whenever possible.

Q: Will the product look exactly like the photographs?
A: We make every reasonable effort to display our products accurately.

However, colours and appearance may vary slightly depending on screen settings, device displays, lighting conditions, and photography.

Q: Where can I find product measurements?
A: Available measurements and product details are shown on the relevant product page where applicable.

We recommend checking the measurements provided on the product page before submitting your order.

Q: How do I find the right size?
A: Please review the size guide and product measurements shown on the product page before placing your order.

If you are unsure which option to choose, email us at support@ocano.store and we will help you based on the available product information.

2. Shipping & Delivery

Q: Where does Ocano ship?
A: Ocano ships to the destinations made available during checkout. Available delivery destinations may vary depending on the product, shipping service, and operational availability.

Q: Do I have to pay for shipping?
A: Shipping charges, if applicable, are displayed during checkout before you complete your purchase. Any available shipping promotions or free-shipping offers will be clearly communicated on our website.

Q: When will my order begin processing?
A: Orders are processed as soon as reasonably possible after payment has been successfully received.

Orders placed outside our business hours, during weekends, or on applicable public holidays may begin processing on the next business day.

Q: How long does delivery take?
A: Delivery times depend on the destination, shipping method, order processing time, and courier operations.

Estimated delivery information, where available, will be provided during checkout or in your order and shipping confirmation.

Delivery estimates are provided for guidance only and are not guaranteed.

Q: Which couriers do you use?
A: Orders may be delivered through established shipping and courier providers depending on the destination, parcel size, shipping method, and service availability.

Q: How do I know when my order has shipped?
A: Once your order has been dispatched, we will send a shipping confirmation email containing tracking information where tracking is available.

Q: Can I track my order?
A: Yes. Where tracking is available, you can use the tracking number and link provided in your dispatch or shipping confirmation email.

Q: What happens if my delivery is delayed?
A: Delivery estimates may occasionally be affected by severe weather, public holidays, increased shipping volumes, transportation interruptions, courier service disruptions, customs processing, or other events outside our reasonable control.

If your order appears significantly delayed, please contact us at support@ocano.store. We will review the available tracking information and assist you where possible.

Q: What should I do if tracking says delivered but I cannot find my parcel?
A: Please first check:

Around your property and any designated safe place.
With household members.
With nearby neighbours.
With reception, building management, or concierge staff, where applicable.
Any delivery photograph or courier notification.

If the parcel still cannot be located, please contact our support team.

We may request an investigation from the courier before determining the next appropriate step. A refund or replacement is not automatically issued while a courier investigation is ongoing.

Q: What happens if my parcel appears lost in transit?
A: Please notify us as soon as possible so we can review the available tracking information and, where appropriate, begin an investigation with the shipping carrier.

Any refund, replacement, or other resolution will be considered in accordance with our Return & Refund Policy.

Q: What happens if I entered the wrong delivery address?
A: Please contact us immediately if you notice an error in your delivery address.

We may be able to update the address if the order has not yet entered processing or fulfilment. Once an order has been dispatched, we may be unable to change the delivery address.

If a parcel is returned because of an incorrect or incomplete address provided during checkout, additional reshipping charges may apply where applicable.

Q: Where can I read your full Shipping Policy?
A: You can review our full Shipping Policy for additional information about shipping and delivery.

3. Orders & Cancellations

Q: Can I change my order?
A: Please contact us as soon as possible if you need to request a change to your order.

Changes can only be considered before the order has entered processing or fulfilment, and we cannot guarantee that every request will be completed.

Q: Can I cancel my order?
A: Cancellation requests can only be considered before the order has entered processing or fulfilment.

Once an order has been processed, fulfilled, dispatched, or transferred to the shipping carrier, it may no longer be possible to cancel it.

After delivery, you may request a return in accordance with our Return & Refund Policy.

Q: Can I change my delivery address after ordering?
A: Please contact us immediately.

Address changes may only be possible before processing or fulfilment begins. Once the parcel has been dispatched, the delivery address usually cannot be changed.

4. Payments & Checkout

Q: What payment methods do you accept?
A: We accept the secure payment methods displayed at checkout, which may include:

American Express
Apple Pay
Diner Club
Discover
Google Pay
Maestro
Mastercard
Paypal
Shop
Union Pay
Visa

Available payment methods may vary depending on your device, location, and the payment services currently enabled on our website.

Q: Is checkout secure?
A: Yes. Our store operates through Shopify, and payments are processed through Shopify and trusted third-party payment providers using recognised security measures.

Payment information is handled through secure checkout systems and encrypted data transmission.

Q: What currency do you use?
A: Unless otherwise stated, prices, shipping charges, and order totals displayed on our website are shown in the currency presented at checkout.

Q: Do I need an account to place an order?
A: You may complete your purchase without creating a customer account where guest checkout is available.

Customers who create an account may be able to manage their details and review their order history more easily.

Q: Why was my payment declined?
A: Payments may be declined because of incorrect card details, insufficient funds, billing-address differences, bank security checks, or payment-provider restrictions.

Please check your payment information or contact your bank or payment provider for further assistance.

5. Returns & Refunds

Q: What is your return window?
A: Eligible items may be returned within the return period specified in our Return & Refund Policy.

The item must meet the conditions described in our Return & Refund Policy.

Q: What condition must a returned item be in?
A: To qualify for a return, the item must generally be:

Unworn, unwashed, unused, and in its original condition.
Returned with all original tags attached, where applicable.
Returned in its original packaging, where applicable.
Returned with any accessories received with the product.
Free from signs of misuse, alteration, damage, perfume, makeup, deodorant stains, smoke odour, pet hair, or washing.
Accompanied by proof of purchase or a valid Ocano order number.

Q: Who pays for return shipping?
A: Return shipping responsibilities depend on the reason for the return and the conditions stated in our Return & Refund Policy.

Q: Do you offer direct exchanges?
A: Exchange availability depends on the product and the applicable terms of our Return & Refund Policy.

If an exchange is not available, you may be required to return an eligible item and place a new order separately.

Q: What should I do if my order arrives damaged?
A: Please contact us as soon as possible after delivery and provide:

Your order number.
Clear photographs of the item.
Clear photographs of the outer and inner packaging.
A photograph of the shipping label, where possible.
A brief explanation of the damage.

Please keep the item and all original packaging while your request is being reviewed.

Q: What should I do if I receive the wrong item?
A: Please contact us as soon as possible with your order number, photographs of the received item, and a description of the issue.

Once your request has been reviewed and approved, we will provide the appropriate return instructions.

Q: Which items cannot be returned?
A: Return exclusions and non-returnable products are determined according to the terms of our Return & Refund Policy.

Q: Are returned items inspected?
A: Yes. Returned items may be inspected after they have been received.

We will review the returned item against the applicable return requirements and notify you of the outcome.

Q: How long do refunds take?
A: Approved refunds are processed according to the timeframe stated in our Return & Refund Policy.

Your bank, card provider, or other payment provider may require additional processing time before the refund appears in your account.

Q: Where will my refund be sent?
A: Approved refunds are generally issued to the original payment method used for the purchase unless otherwise required or permitted by applicable law.

Q: Where can I read your full Return & Refund Policy?
A: You can review our full Return & Refund Policy.

6. Customer Accounts & Support

Q: How can I contact Ocano?
A: You can contact us by email at support@ocano.store, by telephone at +44 116 278 2537, or through our Contact Us page.

Q: How quickly will you respond?
A: We aim to respond to customer enquiries within 24 business hours.

Our business hours are Monday to Friday, 9:00 AM to 5:00 PM GMT.

Q: Where can I find your store policies?
A: You can review our:

Q: Where can I get more help?
A: If your question is not answered on this page, please visit our Contact Us page or email our support team at support@ocano.store.