FAQ

Please read before contacting us:

Important : Here we gather the most important questions and answers to provide the information you need to know, if you don't find an answer to your concern on this page, write directly to contact.uk@ozerty.com, through our contact form at the bottom of this page or call us on 020 39 36 54 00 and we will be happy to provide you with the help you need.

My item has not arrived, is it normal?

The order is processed between 1 and 6 business days and the standard delivery time is 3 to 7 business days.

If it's been less than 14business days, you will just have to arm yourself with a little more patience, your item is on its way!

If all of your order has still not arrived after 14 working days maximum, please contact us so we investigate the tracking code and resend again if necessary.

How to track my order?

To track your order, click on the link Track my Order and enter your tracking code. It has been sent to you by email within 6 days after your purchase.

If you don't have it, please check your spam, if it's not there please contact us so we can provide your more information.

Do you ship abroad?

We only ship to the United Kingdom and the United Arab Emirates at the moment. We are working on opening other store for other countries.

My item arrived damaged, what can I do?

If your item arrives broken or damaged, please contact our customer service team by email with a photo or video of the problem you encountered and we will send you a new item immediately. If you do not get an answer from us within 24h (monday to friday) please check your spams, we answer 100% of emails. Otherwise contact us by phone.

I have ordered the wrong size of an item can I make a return?

Yes, please contact us by email first to open a support ticket to validate your intention to return this item for exchange and to complete the return process.
Please refer to our return and refund policy.

I am not satisfied with my order, can I get a refund?

Absolutely, contact us and we will let you know the procedure. You have 14 days from receipt of the goods. You just need to send the item back to us and we will proceed to the refund. Please refer to our return and refund policy.

How to contact you?

We invite you to use our contact page, or our email contact.uk@ozerty.com

We are committed to respond by Email within 24 hours monday to friday. If those canals are not convenient for you, you can contact us over the phone.

Can I trust you?

Yes, as proof, we accept payments via Visa, Mastercard and American Express. Those world leaders would never let us continue our shop if we had a high rate of dissatisfied customers.