FAQs


Orders

How can I pay for my order?

We accept payments via credit/ debit cards and Paypal.


How do I know that you have received my order?

Once an order is placed we get a notification that shows us what you’ve ordered and when. You’ll also receive a confirmation email. Once we've processed your order and shipped it, you’ll get another email with relevant delivery details and a tracking number(where applicable).


Can I make changes/cancel my order?

Unfortunately, once you've placed your order, it isn’t possible to amend any details or cancel it because in order to make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.


What should I do if my item is faulty or incorrect?

We check each and every order when we post them, therefore your item shouldn't be incorrect. But we might make mistakes sometimes, we’re only human you know :)

So if you received the wrong order email us at customercare@shopofio.com to obtain the return address and get your intended order. We’ll cover the postage cost if the error was ours.


Can I exchange an item?

Our bags are exchangeable, however, our jewellries are not. If you’d like to exchange any of our bags, you must send the original item back to us and once we deem it to be in its original condition and saleable, we’ll send the new item to you. The postage cost for your new item will have to be covered by you.


Deliveries

What countries do you ship to?

We ship worldwide. If you’d like more information about our shipping method to your country, send us an email at customercare@shopofio.com and we’ll try our best to cater to your needs.


How much does delivery cost?

Delivery is free for all UK orders above £50, otherwise it costs £2.81.

Delivery to Europe is between £9.65-£12 depending on the weight of the items purchased. You’ll be advised at the checkout.  

For all other international destinations, it costs between £11.85-£18 depending on the weight of the items purchased. You’ll be advised at the checkout.

*All UK and international orders will have access to tracking information(where applicable) and would also require a signature upon arrival.

All items described as "SALE IS FINAL" will be shipped for free. However, if purchased with other items that do not qualify for free shipping, you'd be charged the cost of delivery for those items only, while the "SALE IS FINAL" items will still be shipped for free and sent separately. 

Please note - Normally, if you are not in Royal Mail will leave a card in your letterbox with instructions on how to get the package (usually you’ll need to go to your local postage office and collect it). You will be given a time limit that it would be left there for you to collect. If you fail to collect it, it will get sent back to us. If this happens we will contact you and you can either get a refund minus the postage paid, or you can pay the postage amount for us to send it again.

It is your responsibility to ensure you go and collect your order if it is left at your postage office - Royal Mail normally give a reasonable amount of time for you to do this. If it gets sent back to us then it is because you have failed to collect your package - please ensure you collect it.

We do not accept any responsibility for damage or loss of goods posted to you.  


How long will delivery take?

It takes 3-5 days to process and pack your goods. We send all of our items as First class postage.  Once shipped, it takes 2-3 working days for UK deliveries and 5-7 working days for international deliveries. On rare occasions this may be longer, due to busy periods within the year.

Also, all goods describes as "SALE IS FINAL" can take between 12- 45 days depending on the customer's location.


The postman tried to deliver but I was out, how do I get my order?

Usually, the postman will leave a card of some sort stating that you can arrange a redelivery or you can go and collect it from your local post office. If this happens go and collect it ASAP if not, after the stated period which would be on the card, it may get sent back to us. If it gets to this stage, you will need to repay the postage for us to re-send it to you. It is your responsibility to make sure you get your order from the post office.


What if my parcel doesn't arrive?

Your item should arrive eventually. It is very rare that an item will go missing in the postal system. However, your package would be covered by insurance(where applicable), so we’ll be able to sort something out depending on the situation.


Returns

I don't like my item, can I return it?

We only accept returns when the item is faulty and due to our error. However, we inspect every item before it leaves our office so this will rarely be the case. Due to the unique nature of our products, all our jewellries are final at the point of sale and cannot be exchanged or returned. However, if you’d like to make an exchange on our bags(where applicable) you can. You will need to pay for the cost of that return for an exchange. To get the return address email us at customercare@shopofio.com stating your invoice number and reason for exchange and a returns form will be sent to you.

NOTE - All items with the description SALE IS FINAL cannot be exchanged or refunded. Refunds will only be granted when it’s evident that the item is faulty due to our own error. However, we thoroughly inspect all items before shipping, so this will rarely be the case.

 

How long do I have to exchange an item?

Only our bags(excluding "SALE IS FINAL" items) are exchangeable. UK customers have 14 days, while international customers have up to 28 days from the day that it was shipped.


Products

Can I stock my products on the Ofio site?

We love finding new artisans, suppliers and designers to work with. Email us a proposal over at buyer@shopofio.com

How can I find out more information about a product?

The description will be on each of our products page when you click on them. However, if you’d like to know more, email us at hello@shopofio.com


Will you be getting more stock?

If there's an item you like that isn't in stock, just email us at hello@shopofio.com to see when we're getting more in and we will get back to you.


Promotions

How do I use a promotional code?

You enter your promotional code at checkout, the deductions are taken off straight away, only one can be used for each transaction.


Do you offer student discount?

Sadly no, but we frequently reveal discount codes to customers so be sure to sign up to our mailing list and follow us on social media @shopofio to receive this.


I'm a blogger and would like to work with Ofio.

Ahmazing! We welcome all #OfioBabes across the globe! Email us at hello@shopofio.com with your social links and proposal.


How can I care for my product?

For the best methods to allow for the longevity of your products, see our Product Care page


I love the Ofio brand and would like to work for the company.

Unfortunately, we’re currently not hiring for any positions, but keep your eyes peeled on our socials for any new updates.


If you've got any question that hasn't been answered here, please email us at hello@shopofio.com