Please review the statements below to find the section that addresses your issue:
I incorrectly entered my address
If you notice an error in your address, unfortunately, we are unable to make the change for you, once you receive the tracking link, you can try to reach out to the carrier directly to adjust your delivery address.
I did not receive my order, it says it was returned to sender
If your order cannot be delivered for any reason, the carrier will return it to us, and our team will contact you. We will do our best to resolve the issue by either resending the parcel or issuing a refund, depending on your preference.
I am missing an item
If something is missing from your order, please contact us via our Contact Form, including:
- Your order number
- The name and quantity of the missing item(s)
We will come back to you with a solution as soon as possible.
I have received a wrong item
We are very sorry that you have received the wrong item. Please be assured that we are constantly trying to improve our processes to prevent this from happening. We first recommend reviewing the item and its description on our website to make sure that the item you received is wrong.
To report this issue, please contact our Customer Service department using the Contact Form. We will look into your case and get back to you as soon as possible.
We will make every effort to send you the correct item or issue a refund as quickly as possible, and we will provide you with a return label for the free return of the incorrect item. Important: we do not offer retroactive refunds for return costs if you choose to use your own return labels or services.
I have received a damaged item
OCEANSAPART is very committed to ensuring that our products meet the highest possible standards, so we are truly sorry if a product does not meet our usual high quality.
To report a damaged product, please use our Returns Portal, where you can log in with your email address and your order number. Simply select the category "Broken product" and indicate if you would prefer a refund or an exchange. Please make sure to include a photo that clearly shows the defect and leave a comment for us. Once you have created your return slip, we will automatically receive your request.
We will review the request and contact you by email to let you know the outcome of the review.
In some cases, we may ask you to return the damaged product to help us identify where we went wrong and improve our quality. In such instances, we will provide a return label so you won't have to cover the postage costs. Important: we do not offer retroactive refunds for return costs if you choose to use your own return labels or services.
If you wish to return other (undamaged) products from the same order, you should also add these products to the return slip via the Returns Portal. Please make sure to adhere to the usual return periods for undamaged items.
My parcel was returned to the warehouse:
If your parcel could not be delivered, it will be returned to us by the shipping company after 2nd failed delivery attempt. Once the parcel status change to ‘Returned to the warehouse,’ we can offer you a reshipment or a refund.
Can't find what you're looking for? Please reach out via our Contact Form.