Shipping Policy

This Shipping Policy explains how Olqessa processes, ships and delivers customer orders.

Last updated: July 15, 2026

Shipping Rates

We offer free standard shipping on orders of £59 or more.

A standard shipping fee of £6.99 applies to orders under £59.

The final shipping method and shipping charge will be displayed at checkout before you complete your payment.

Order Processing

Orders are normally processed within 2–4 business days after payment has been successfully completed.

Business days do not include weekends or public holidays.

Processing may take longer during sales, promotional periods, public holidays or periods of unusually high order volume.

Processing time is separate from delivery time.

Estimated Delivery Time

Standard delivery normally takes approximately 8–12 business days after your order has been shipped.

Delivery times are estimates and are not guaranteed. Delays may occur due to carrier disruptions, customs inspections, severe weather, public holidays, incorrect address information or other circumstances outside our reasonable control.

Order Confirmation

After placing an order, you will receive an order confirmation email at the email address provided during checkout.

Please check your spam, junk or promotions folder if you cannot find the confirmation email in your inbox.

Shipping Confirmation and Tracking

Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.

Tracking information may take 2–5 business days to begin showing movement after the shipping label has been created.

Tracking may temporarily stop updating while a parcel is travelling between carrier facilities, undergoing customs processing or being transferred to a local delivery provider.

A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address during checkout.

Please check your name, street address, postcode and contact details before completing your order.

Contact us as soon as possible if you need to correct your delivery address. We may be able to update it before the order has been processed for shipment.

Once an order has shipped, we cannot guarantee that the delivery address can be changed.

Incorrect or Incomplete Addresses

Olqessa is not responsible for delays or failed deliveries caused by an incorrect, incomplete or outdated address provided by the customer.

If a parcel is returned because of an address error, failed delivery attempt or failure to collect the parcel, additional shipping charges may apply before it can be shipped again.

Customs, Duties and Taxes

International orders may be subject to import duties, taxes, customs charges or handling fees imposed by the destination country.

These charges are determined by local authorities and may not be included in the amount paid at checkout unless clearly stated.

The recipient is responsible for any applicable import duties, taxes or customs charges.

Delivery Delays

Delivery delays may occur because of customs processing, carrier disruption, severe weather, public holidays, strikes, local delivery conditions or other circumstances outside our reasonable control.

If your tracking has not updated for an extended period, contact our customer support team with your order number and tracking number.

Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please:

• Check your mailbox, entrance and any safe delivery location.
• Ask household members, neighbours or building reception staff.
• Contact the local delivery carrier for further information.
• Allow up to 48 hours, as some parcels may be scanned before final delivery.

Contact us if the package is still missing after completing these steps.

Returned or Undeliverable Packages

A parcel may be returned to the sender because of an incomplete address, failed delivery attempts, refusal of delivery or failure to collect the parcel.

If your order is returned as undeliverable, contact us for assistance. Additional shipping charges may apply if the parcel needs to be shipped again.

Lost Packages

If your parcel appears to be lost in transit, contact us with your order number and tracking information.

We may need to open an investigation with the delivery carrier before providing a replacement, refund or other appropriate resolution.

Damaged Packages

If your parcel or item arrives damaged, contact us as soon as possible.

Please include:

• Your order number.
• A photograph of the complete item.
• Clear photographs showing the damage.
• A photograph of the outer packaging.
• A photograph of the parcel shipping label.

Our customer support team will review the information and provide an appropriate resolution.

Order Cancellations

To request an order cancellation, contact us as soon as possible before your order has been shipped.

We will make reasonable efforts to cancel the order before dispatch, but cancellation cannot be guaranteed once processing has begun.

Once an order has shipped, it cannot normally be cancelled through our fulfilment system and must be handled under our Returns & Exchanges Policy.

Contact Us

For questions about shipping, tracking or an existing order, contact:

Olqessa
9 River Way
Twickenham, England
TW2 5JP
United Kingdom

Email: mandipdhanjal@olqessa.shop

Please include your full name and order number. We aim to reply within 1 business day.