Shipping Information


Due to the knock-on effects of the tightening UK lockdown and as European countries are closing their borders and flights from the UK are being suspended, we are experiencing lengthy delays in the fulfilment, dispatch and transit of all European orders. Please add at least a week to the estimated shipping times stated on our shipping information page. This page will be updated when we have more information.


Due to social distancing and the restrictions put in place due to COVID-19 please allow up to 7 business days for dispatch of your order. We are fulfilling orders as fast and as safely as possible.

In light of the ongoing COVID-19 pandemic, a situation challenging and uncertain for everyone, we are doing everything we can as a business to prevent any disruption to our services.

However, international tracked and untracked post may be subject to delays or restrictions. These may be caused by changes in transport procedures (e.g. border controls), changes in international transport (e.g. cancellation of previously used flight connections), changes in delivery procedures in the destination country (e.g. quarantine or other protective measures) and more.

Before placing your order, please click here to check that parcels can still be delivered to your location. This is a fast paced and constantly changing situation, so we strongly recommend that you keep an eye out for further updates by the courier services we use, as well as your country’s government.

  • For the latest updates by Royal Mail, please see here.
  • For the latest updates by DPD, please see here.
  • For the latest updates by Deutsche Post please see here
  • For the latest updates by DHL please see here.
  • For the latest updates by USPS, please see here.

As for certain countries non-essential shops and businesses are closed, we also advise that -before ordering- you check that you are still able to receive parcels at your shipping address. This will help you avoid unnecessary costs.

Finally please be aware that, according to the information we’ve been provided, people receiving parcels are not at risk of contracting the coronavirus. Based on existing data regarding other coronaviruses, these types of viruses don’t survive long on objects, such as letters or parcels. However, as per the highly publicised guidance, we advise people to wash their hands using soap and hot water after unpacking any newly received parcels.


All deliveries are handled by shipping couriers and all times given below are estimates. There is a small chance that your delivery may come earlier or later than specified.

You will be sent an email with more information regarding your order delivery when your order is dispatched.

In the event of any failed delivery, your order will be cancelled and the cost of the items you ordered only will be refunded to the card used at checkout, once your order is sent back to our warehouse.

Shipping costs:

Unfortunately due to COVID-19 our international courier partners have consistently upped their price’s as the demand for e-commerce goes up, in a period where there are less flights. Therefore we have had to up our shipping prices to reflect this increase. We will be constantly reviewing this and will look to bring this back down to normal as soon as we can. We thank you in advance for your understanding.

Final shipping fees are calculated at checkout based on weight and location.

UK:

Tracked:

Starting from: £2.99

Europe:

Untracked: Starting from: £3.75

Tracked: Starting from: £8.00

Express: Starting from: £12.00

United States:

Untracked: Starting from: £5.00

Tracked: Starting from: £10.50

Express: Starting from: £16.00

Canada:

Untracked: Starting from: £3.00

Tracked: Starting from: £8.30

Express: Starting from: £19.00

South America:

Untracked: Starting from: £3.75

Tracked: Starting from: £6.85

Express: Starting from: £39.00

Asia:

Untracked: Starting from: £3.00

Tracked: Starting from: £7.30

Express: Starting from: £22.00

Oceania:

Untracked: Starting from: £3.75

Tracked: Starting from: £6.85

Express: Starting from: £29.00

Africa:

Untracked: Starting from: £3.50

Tracked: Starting from: £9.30

Express: Starting from: £29.00

BREXIT (The UK Leaving the European Union) – Consequences for European Customers

As our goods are shipped from the UK, and the UK has now left the European Union, there may now be additional charges to pay on delivery of your goods. Please read and note the below.

VAT

VAT will now be payable in EU countries where the customer resides – rates vary from country to country but average 20%. VAT will be payable on delivery of the parcel in the local country. The customer will have an invoice attached to the shipment for payment.

The Low Value Consignment relief provisions apply until June 2021 – until then you can sell purchases goods under the value of €22 without VAT being applicable.

To find the VAT rate in your local country please use this link –

https://europa.eu/youreurope/business/taxation/vat/vat-rules-rates/index_en.htm

Duty and Tariffs

When ordering internationally you may have to pay import duty depending on what you’ve ordered and its declared value.

Import duty is a tax that may be imposed by your country’s government on goods from other countries, so unfortunately this is not something we can control.

When sending parcels to the EU from the UK, Duty is only payable for any orders over €150 in value. Duty may apply to restricted goods, including alcohol, tobacco, etc.

Duty will be based on the type and material of each good, and the location the customer resides in. The customer will have an invoice attached to the shipment for payment.

Please use this website to look up potential payable duty charges https://www.check-duties-customs-exporting-goods.service.gov.uk/selectdest?_ga=2.24855993.2043019202.1611132980-1190965269.1588795992

It is not guaranteed that there will be a duty charge, its dependant on each shipment and each customs official around the world.


Problems in receiving your order?

Where is my order and how can I track it?

Information regarding this should be included in your dispatch confirmation email which should arrive shortly after your order has been dispatched. If you cannot find this email, please search your inbox for no-reply@ownuapp.com or OWNU. If you’ve paid for tracked delivery but you cannot find any tracking information in your dispatch email please contact our support team. Please note each country and courier company provide different levels of tracking, so you may not be able to see step-by-step delivery updates throughout the your parcel journey.

My tracking number is not working or saying pending?

Tracking is dealt with by the courier company and we do not have any control over delivery once a parcel has left our warehouse. Occasionally, online tracking may take a while to update, but if the problem persists please call the courier company as they might be able to provide more information about the location of your order.

Why is my item taking longer than specified?

All deliveries are handled by our chosen courier services. Therefore we cannot give you a specific answer, however the following situations can sometimes cause deliveries to take a little longer.

  • Busy courier service depots can sometimes get so busy that parcels at delayed whilst they wait to be scanned and processed.
  • If you are located a long distance from the depot it can take an extra 1-2 days for items to be delivered. The further you are, the longer it takes by road.
  • International orders can face delays whilst being checked at customs, then passed to different facilities before they make it to your address.

My order has been marked as delivered but has not arrived?

If your order has been marked as delivered but is not in your possession, please check with your concierge and/or neighbours, as well as your local post office/ depot. Your courier may have forgotten to leave a missed delivery card.