Frequently Asked Questions

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 an online fashion store offering a curated selection of Bracelets, Heels, Mini dresses, and Rings for everyday wear, work, social occasions, and special events.

Q: Are all products, colors, and sizes always available?
A: Product availability may change as our inventory is updated. Available sizes and colors are shown on each product page. If a particular size or style is unavailable, it may be temporarily out of stock or discontinued.

Q: How can I choose the right product?
A: Before placing your order, we recommend reviewing the full product description, available images, sizing information, materials, and care instructions shown on the product page.

Q: Will the product look exactly like the photographs?
A: We make every reasonable effort to display our products accurately. However, colors and appearance may vary slightly depending on screen settings, device displays, and lighting conditions.

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 between sizes or unsure, email us at support@ocano.store and we will assist you.

2. Shipping & Delivery

Q: Where does Ocano ship?
A: Ocano currently ships to residential and commercial addresses within the United Kingdom.

Q: Do I have to pay for standard shipping?
A: We offer free standard shipping on eligible orders delivered within the United Kingdom. Any applicable express or reshipping charges will be displayed during checkout before payment.

Q: When will my order begin processing?
A: Orders placed before 5:00 PM GMT on a business day will begin processing as soon as possible. Orders placed after the cut-off time, over weekends, or on UK public holidays will begin processing on the next business day.

Q: How long does delivery take within the United Kingdom?

Daily Order Cut-off: 5:00 PM GMT, Monday to Friday.
Order Processing: 2 to 4 business days.
Courier Transit Time: 4 to 11 business days.
Estimated Total Delivery Time: 9 to 15 business days.

Estimated delivery dates are provided for guidance only and are not guaranteed. Business days are Monday through Friday, excluding public holidays.

Q: Which couriers do you use?
A: United Kingdom orders are delivered using established courier services such as Royal Mail, DPD, or Evri.

Q: How do I know when my order has shipped?
A: Once dispatched, tracking details will be sent to your email address within 24 to 48 hours.

Q: Can I track my order?
A: Yes. You can track your order using the link provided in your dispatch email or directly on our Track Your Order page.

Q: What happens if my delivery is delayed?
A: Delivery estimates may vary depending on courier operations. Please refer to our Shipping Policy for full details. If your order has not arrived within 3 business days after the estimated delivery date, please contact us at support@ocano.store so we can investigate with the carrier.

Q: What should I do if tracking says delivered but I cannot find my parcel?
A: Please check around your property/safe place, with household members, or with building management/concierge. If still not found, email us at support@ocano.store to initiate a courier trace.

Q: What happens if I entered the wrong delivery address?
A: Please contact us immediately. We can only update the address if the order has not been processed or dispatched.

3. Orders & Cancellations

Q: Can I change or cancel my order?
A: Send change or cancellation requests immediately to support@ocano.store. Requests can only be accepted before fulfillment begins. Once processed or shipped, orders cannot be cancelled and must be returned following our Return & Refund Policy.

4. Payments & Checkout

Q: What payment methods do you accept?
A: We accept major credit/debit cards and secure checkout payment options processed safely through Shopify payment systems.

Q: Is checkout secure?
A: Yes. All transactions use encrypted, PCI-compliant payment gateways.

Q: What currency do you use?
A: All prices, shipping charges, and totals are displayed and processed in British Pound Sterling (GBP £).

Q: Do I need an account to place an order?
A: No, guest checkout is available for all shoppers.

5. Returns & Refunds

Q: What should I do if my order arrives damaged?
A: Contact us within 48 hours of delivery at support@ocano.store with your order number, description, and photo evidence of the damaged product and packaging. For more information on eligible returns, please view our Return & Refund Policy.