TIME & DELIVERY CHARGES
Currently we ship to the USA, all EU countries, Canada, and Australia. We are not able to ship to PO or AFO/APO boxes.
We are working to incorporate a worldwide shipping option though we are currently unable to ship outside of the above listed countries.
The prices displayed on our website do not include delivery charges.
All orders are shipped via UPS and we charge a flat shipping rate of USD 10.00 to the USA and Canada, and a flat shipping rate of USD 15.00 to the EU and Australia.
For orders returned due to incorrect or missing address information, or any issues related to customs or importing, shipping fees are non-refundable. OCTOVO cannot be held responsible if the delivery address is incorrect. Please note that we cannot deliver to PO or AFO/APO boxes.
Once your order is dispatched you will receive an e-mail from us notifying you of the date of dispatch. This e-mail will include a copy of your shipment packing list and a UPS tracking number. Click here and enter your tracking number to track the progress of your shipment.
OCTOVO strives to be as environmentally sustainable as possible and to this end we do not include a separate packing list with your order. Please keep the abovementioned e-mail as confirmation of order and packing list.
Whilst we do our best to meet dispatch estimates, please note that they are just that, an estimate not a guarantee. In the event that we are unable to meet the original delivery time stated in the confirmation email, we will notify you as soon as possible and at the same time specify a new estimated delivery time. For orders of multiple goods, we may need to ship your order in separate boxes or on separate dates. If more than one delivery will be required, we will inform you beforehand.
If for any reason the goods ordered by you are not available at the time you place your order, we will notify you of this by e-mail. Our acceptance of your order in the confirmation e-mail is limited to the goods that are available. No contract of sale will be concluded in respect of goods that are not available.
You will need to ensure that someone is present at the given delivery address to sign for the order when it is delivered
At the time of the delivery by the courier, the customer shall verify that the packaging is not damaged in any way. Any damage to the packaging and or in the product(s) shall be immediately indicating in writing on the courier's delivery documents. Once the customer has signed the courier's transportation document, the customer may not reject the product based on the external packaging of the product. As soon as the goods are delivered to you, they become your responsibility.
CUSTOM DUTIES & TAXES
Shipments to the USA: OCTOVO will be considered the importer of record for any orders placed through our Website. We respect and comply with all appropriate laws and regulations, and as the importer of record it will be our responsibility to clear customs and pay the associated duties for each shipment.
Sales tax is applicable for orders shipped to: CA; MN; NC; NY; TX.
Shipments to the EU, Canada & Australia: the customer is deemed the importer of record and as such is responsible for all Customs Duties and Taxes levied by the country of destination.
CORPORATE GIFTS & UNIQUE ORDERS
We would be happy to discuss group or corporate gift orders. Please contact Alexis Mann, Marketing Manager, at alexis@octovo.com.
Through our 14 day returns policy OCTOVO wishes to guarantee the complete satisfaction of the customer. OCTOVO will refund the entire cost of the product(s) that are returned by the customer provided they are returned in new and unused condition. New and unused condition means that the product is in its original packaging and does not display any visible signs of use or wear and tear.
N.B. OCTOVO can only accept returns for OCTOVO products purchased via www.octovo.com. We are unable to accept nor assist with returns from any third-party vendor.
Returns will be accepted, in new and unused condition, within 14 days of the date the product was dispatched to you. Initial delivery costs are not refundable. All the delivery expenses for the return of the products shall be borne by the customer and are not refundable. Returned products will be inspected upon receipt and any products damaged after receipt by you will not be refunded.
In the case of a returned item for refund, the refund will be issued in the same form as was utilised for payment. Should you wish to return an item you have ordered please contact Customer Care at customercare@octovo.com. We will then issue you with complete return instructions. When contacting Customer Care please reference the following details:
- Your order reference number (please refer to your order confirmation e-mail)
- The items(s) you are returning or cancelling
- Reasons for return or exchange
- Whether you would like a replacement or refund
OCTOVO undertakes to promptly refund the customer within 30 days from the written order cancellation request and receipt of the goods. Once the refund has been completed, OCTOVO will issue a confirmation e-mail. We recommend using a courier for the return of the product(s) in order to allow for the tracking of the shipment as we will not be held responsible for the refund or exchange of those products that have been lost, stolen or damaged.
OCTOVO reserves the right to refuse to accept any products that does not conform to the prevision of the above paragraph. In the case of defective product please contact Customer Care at customercare@octovo.com immediately on receiving the goods.
Please then follow the same procedure as above to return the product(s) to us. On receipt of the goods, we will inspect them and once in agreement with you we will provide you with replacement goods where available, or alternatively give you a full refund for the goods. In the case with defective goods OCTOVO will cover the cost of returning the product and issuing you with a replacement.
ORDER PROCESS
The details and the price of the product are detailed in the single page of each product listed on the site. You may select items from our range of products, details of which will be added to the "Shopping Bag" by clicking on the "Add to Bag" button. By clicking on the "Checkout" button, you submit an offer to buy the goods in the Shopping Bag.
Upon placing an order on the OCTOVO website, you will then automatically be sent an e-mail confirming receipt of your order with a summary of the details of your order. We reserve the right to limit the quantity of any item sold or prohibit a sale altogether. We will notify you of any corrections or changes to your order and will not complete it until we have your approval.
Please note that we begin processing your order immediately upon confirmation of your credit card details. This allows us to have your order shipped to you as quickly as possible. We are not able to change or alter any order details once you have entered your credit card details to confirm your order.
In an effort to eliminate all unnecessary packaging and paperwork from our processes, instead of receiving a physical copy with your shipment, attached to the confirmation e-mail you will find your order packing list for your reference.
PAYMENT
We offer secure payment by Visa and MasterCard. The transaction will be charged to the customer's credit card only once the credit card data has been verified and only then after OCTOVO has received the debiting authorisation from the credit card issuer. You confirm that the credit card that is being used is yours. All credit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment we will not accept your order and we will not be responsible for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal. Payment will be debited from your account upon receipt of your order by OCTOVO.
PRODUCT WARRANTY
Products carry a one-year Limited Warranty against defects in materials and workmanship, unless otherwise indicated under the Technical details tab on the product's page at www.octovo.com. This warranty does not extend to standard wear and tear of a product. OCTOVO sources the best materials for its leather pieces and it is expected that these pieces will soften and age with use.
Please contact OCTOVO directly at customercare@octovo.com for any warranty queries. Products under warranty will be exchanged for the same product or nearest design match.