FAQ

I have not received my confirmation email?

If you have not received your order confirmation email, please be sure to check your junk/spam folder as our domain may not be on your safe sender list. Be sure to add us as a safe sender once you have located your email.

No joy after 24 hours? Please send our support team a ticket.

Can I cancel my order?

As your order has been successfully completed, unfortunately any cancellations can be made after purchase. Please see our terms and conditions below:

Terms & Conditions

My shipping address is wrong, how do I change this?

Please submit a ticket immediately asking our team if they can amend this information for you. Please mention the correct address so that, if possible, we can change it for you right away.

Please note that we cannot guarantee change-of-address requests will be successful as this depends on the status of your order when your request is reviewed. It can take our team up to 24 hours to review your ticket and by then, your order might already be fully processed.

If we cannot amend your shipping address, your order will be delivered to the address you entered during checkout and you will be responsible for retrieving it.

If your order is returned to us due to a failed delivery (this includes not being home to receive your order) it will be cancelled and you will be issued a refund. We will not be able to resend any returned products, so you will need to create a new order if you would still like to receive these.

How do I amend my order after it has been placed?

Please note that as this is a pre-order, the products are limited release, once your order has gone through, we are unable to make any edits. As your order is passed onto our warehouse to process.

Received the wrong item?

Please contact our support team, with the order number, the name of the wrong product received and a picture of the wrong item, please let us know the email address you used to purchase the product with, so we can resolve the issue quickly as we can.

I am missing a product from my order?

Please contact our support team, with the order number, missing product name, email address you used to purchase the product with, so we can resolve the issue quickly as we can.

I have received a faulty item what shall I do?

Sorry to hear that you received a faulty item, we want to sort this out quickly as possible. Please contact our support team with the order number, description of the faulty, picture of the faulty item and the name of the faulty product.

There is a duplicate payment, what shall I do?

Get in touch with us if you have paid twice for the same order and we can refund it for you. Please let us know your order numbers and email address used for the transaction, so we can help you to process the refund. Please note, to contact us as soon as the order has been placed within 48 hours for the refund, as it is a pre-order we have time to cancel the duplicate order and do the refund. However, if your order has been shipped out after the pre-order date, there has been no communication, unfortunately we will not be able to process the refund.



What is your return & exchange policy?

This Refund and Returns Policy applies for all products purchased through the OHoney checkout.

You acknowledge that OHoney provides a platform for users to purchase Products from a Seller, and that a sales contract is formed between you and OHoney.

You will be sent confirmation of the sales contract between OHoney and yourself via email promptly after the conclusion of the contract.

Return Policy:

  • PHYSICAL PRODUCTS: OHoney cannot exchange or refund any physical products due to hygiene reasons. (regulation 28(3)(a), CCRs).
  • RETURNS FROM THE POSTAL SERVICE: If your order is returned to us due to non-delivery or incorrect address, it will be automatically cancelled and refunded and you will need to create another order again. You will not be refunded for the postage as we have incurred the cost sending you the order.
  • IF YOUR ITEM IS NOT RECEIVED: If the shipping time has expired and customer support cannot find a solution to fulfil your order we will offer you a replacement order to send you the goods again.
  • RETURNS BY CUSTOMER: Any returned parcels sent by the customer without acknowledgement from a member of the support team will not be returned/exchanged or refunded.

If you have any questions, please email support@OHoney.zendesk.com

What are the shipping times?

The cost of shipping is dependant on the weight and will be calculated for you at checkout.

Please note: All deliveries are handled by shipping couriers. Therefore all times given below are estimated delivery times. There is a small chance that your delivery may come earlier or later than specified.

United States:

DHL with USPS (Delivered within 4-8 Business Days) - $12

Canada:

Standard Service. (Delivered with 7-21 Business Days) - $18

South America:

Standard Service. (Delivered with 7-21 Business Days) - $24

ROTW:

Standard Service. (Delivered with 7-21 Business Days) - $30

When does shipping start?

Shipping commences on 26th of July,tou will be sent an email when it is dispatched.

Please ensure that your address is correct at checkout, your order will be cancelled as a result of a failed delivery and your order will be cancelled as a result of a failed delivery.

In the event of any failed delivery, the cost of the item only, will be automatically refunded to the card used at checkout, once it is sent back to our warehouse.

When will I receive my pre-order?

Please note your order will take up to 6 weeks,if you live in the United States, your order should arrive either near the release date and International pre-orders may take longer due to longer shipping times. Please see the section for delivery times.

Can I cancel my pre-order?

Unfortunately, there is no cancellations because this is a limited edition release.

All pre-order information is listed on the website before purchasing a product.

My tracking number does not work?

Please allow up to 48 hours for our tracking to be updated, it is likely your parcel has not yet reached the courier company or they have not yet updated their systems.

It is best to contact your local courier service directly for further updates, you can see who your courier service is by checking the tracking number that would state the courier service name.

Should you still need help after speaking with the courier, you can contact our support team and ask them to investigate further.

My tracking number says my order has been delivered but i have not received it?

If your tracking number states it has been delivered please contact your local courier service directly. As they would be able to assist you further to track down your parcel. Firstly, please check with your neighbours if they have kept your parcel safe for you. If your parcel has been delivered to the wrong address, please ask your courier service to file an investigation for lost parcels.

If you have followed the steps above and still facing any issues, please contact our support team.

For untracked service, do I still recieve tracking updates?

If you have chosen the untracked service, you will only receive a dispatch email. Unfortunately, with the untracked service it is a standard delivery, it does not come with any tracking number, SMS text message or any tracking updates.

Do contact our support team with your order number so we can further investigate your order.

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