FAQ

What should I do if I haven't received a confirmation email after my purchase?

We send confirmation emails immediately after your purchase, so if it hasn’t landed in your inbox, please check your spam/junk folder just in case! If you still haven't received your confirmation email, please drop us a message and we’ll check for any problems and resend the email to you.

Where is my order / can I track the delivery?

You can track your order. Once we've received your order and has it ready to be shipped, we will send you an email a tracking link.

My tracking number doesn’t work. What can I do?

Please check it again the following day; it sometimes takes up to 24 hours for the tracking info to sync. If it still doesn't work, please send us a message.

How can I cancel my order?

Did you make a mistake and need to cancel? if your order hasn’t yet been processed for dispatch, we’ll try to cancel its delivery. Please check your confirmation email, and send us a note with your order number here.

Are payment and shopping on your site safe and secure?

Don't worry, your data will be safe with us. Our checkout page uses SSL (Secure Sockets Layer).

I'm having trouble completing my payment. What can I do?

Please double check that your shipping and billing details are complete and correct, and try to check out using a different web browser. If you still have an issue, please let us know, or contact your bank about the payment.

I want to receive an invoice of my order, what so I have to do?

Please contact us. We’ll set it up and send to you shortly.

I have a discount code. Where do I enter it?

If you have a code, you can enter it at the checkout. You'll see where to enter it underneath your order summary. Don't forget to hit 'apply' after entering!

 How can I update my contact details?

Once you have signed in on our website, you can change your password and update your contact details when logged in.

I can't log into my Octàgon Design account/I forgot my password. What can I do?

You can request a new password by clicking on the link “Forgot your password?” We will automatically send you an email to reset it. Please make sure you are able to receive our message, i.e. that it’s not blocked by your spam filter. If you're still unable to log in, please contact our customer support team.

The product I would like to buy is not available anymore. What can I do?

Please sing up to get notified by email when this product is back in stock.

I made a mistake during the ordering process. What can I do?

Please get in touch with our Support Team as quickly as possible by using our contact form. Depending on the status of your order, we’ll do our best to make the desired changes in your order. If we were able to make the changes to your order, you’ll get an email confirmation of your updated order.

 

SHIPPING

When can I expect to receive my delivery?

Our parcels are usually ready to ship within 1 day, and depending on which country you live in, the delivery time is in average about 5 to 7 business days. If you don't receive your order within 16 business days please contact our support team. Should any problems arise, we will contact you immediately (i.e. if the goods are not available or if the information provided for delivery is unclear). In these cases the handling times may be longer.

What are your worldwide shipping fees?

Depending on the total order weight, the shipping cost will be different:

SPAIN

· Up to 1.00 Kg: 4.00€

· From 1.00 Kg: 6.00€

EU

· Up to 0,50 Kg: 8.00€

· 0.50 to 1.00 Kg: 10.00€

· from 1.00 kg.: 15.00€

REST OF THE WORLD

  • Up to 2.00 kg: 18.00€

  • 2.00 to 5.00 kg: 50.00€

Which countries do you ship to?

We currently ship worldwide. Sometimes the shipping cost of the order is very much bigger that the one you paid. In that case, we’ll contact you to decide what to do.

Will I have to pay taxes/import fees upon receiving my Octàgon product?

It's possible that in some cases, your order may be subject to taxes. But as we have no control over these charges, we can’t tell you what the cost might be; customs policies and import taxes vary widely from country to country. If you're unsure, please check your home country's import tax policies. Our shipping covers delivery to you, but does not include local duties or taxes at the point of import; these are your responsibility as per our terms of service. We will include the necessary documents for customs/border control with your parcel, but your country's assessment of these documents, the time it takes and the import taxes charged are out of our control.

RETURNS

Can I return my Octàgon product for an exchange or refund?

Yes, you can. Please use our contact form to request your return and to receive your personalized address label. For this, you'll need your order number, which can be found in your order's confirmation email. Please see our return policy for further information.

Something is wrong with my Octàgon product.

We're sorry to hear that. Wherever you are in the world, please use our contact form to get in touch with us and we’ll get it sorted out.

What is Octàgon's return policy?

If you need to send your Octàgon product back, you can do so within 14 days from receipt of your order. Submit your request via our contact form, and we’ll send authorization. Once we've received your items back, we’ll process your refund. Please note that in order for us to accept your return, you should ensure that your items are returned not used and in the original packaging (with the box intact.) Please also ensure that the items are packaged properly and include the order paperwork they came with (or a note with your order details) so we know that it’s your return. Any items received in an unsuitable condition may be refused. You are responsible for the cost of return postage. Any items returned are your responsibility until they reach our warehouse in the UK, so we suggest that you use a tracked delivery method and keep proof of postage. Refunds should take no longer than 7-10 days following receipt of your product, and refunds are only made to the original payment method. If you choose to return your whole order, we will refund the cost of the items, but please note that, custom products and gift cards are non-refundable. If you reject your delivery and it is returned to us, the cost of the returned items will be refunded; your statutory rights are not affected by our returns policy.

What is the Octàgon returns process?

Please contact us if you would like to return items. After that, we will email you a personalised address label and return instructions. Then, simply ship your items to the address on the label. We will refund your original order payment.