Contact Us

Thank you for visiting ownae. If you have a question about a product, order, payment, delivery, return or refund, our Customer Support team is here to help.

You can contact us by email or telephone. To help us respond efficiently, please provide complete and accurate information with your enquiry.

Customer Support contact details

Store name: ownae
Email: support@ownae.shop
Telephone: +44 7630555753
Business address: 11 Master's Cres, Prudhoe NE42 6NT, United Kingdom

Customer Support hours

Our Customer Support team operates during the following times:

• Monday to Friday: Regular business hours
• Saturdays, Sundays and applicable public holidays: Closed

We normally respond to enquiries within 1–3 business days. Messages received during weekends or public holidays will normally be reviewed on the next business day.

Response times may be longer during public holidays, major promotions or periods of unusually high demand.

Before contacting us

You may be able to find an immediate answer by reviewing:

• The relevant product description and specifications.
• Our Frequently Asked Questions page.
• Our Shipping & Delivery Policy.
• Our Returns & Refunds Policy.
• Our Payment Policy.
• Our Privacy Policy.
• Our Terms & Conditions.
• Your order confirmation or dispatch confirmation.

If you still require assistance, please contact us and we will be happy to help.

Questions about an order

For questions about an existing order, please provide:

• Your full name.
• Your order number.
• The email address used to place the order.
• The name of the relevant product.
• A clear description of your question or issue.

Please do not include your complete credit or debit card number, card security code, account password, banking password or one-time verification code in an email or contact form.

Product questions

Before contacting us with a product question, please review the product description, specifications, dimensions, usage instructions and other information displayed on the relevant product page.

If the information you require is not available, send us the product name or product-page link together with your question.

Damaged, faulty, incomplete or incorrect products

If your order arrives damaged, faulty, incomplete, incorrect or materially different from its description, please contact us and provide:

• Your order number.
• A clear description of the issue.
• Photographs or video of the affected product, where useful and reasonably available.
• Photographs of the outer packaging and delivery label, where relevant.
• Photographs of all products received if part of the order is missing.

Please retain the product, packaging, delivery label and related materials until we have reviewed your request.

Photographs or video may help us investigate the matter, but we will not impose unreasonable evidence requirements or make your statutory consumer rights conditional on providing photographs.

Delivery and tracking enquiries

If you are contacting us about delivery, please check the tracking information in your dispatch confirmation first.

Tracking information may take up to 48 hours after dispatch to become active in the carrier's system. Temporary gaps between tracking updates do not necessarily mean that the parcel has stopped moving.

If the estimated delivery period has passed or the tracking information has not updated for an unusual period, contact us with your order number and tracking number.

We remain responsible for handling delivery issues and will not require you to resolve a lost-parcel claim solely with the carrier.

Returns

For most products purchased online, UK consumers may notify us that they wish to cancel within 14 days after receiving the order. After notifying us, the products must normally be returned within a further 14 days.

Certain products are excluded from change-of-mind cancellation rights under applicable law. These exclusions do not affect your rights if a product is faulty, damaged, incorrect or not as described.

When requesting a return, please provide:

• Your order number.
• The product you wish to return.
• The reason for the return.
• Supporting photographs or video where relevant.

Please contact Customer Support for return authorisation and instructions before sending a product.

Unless we provide a different authorised return destination, returns should be addressed to:

ownae Returns
11 Master's Cres
Prudhoe NE42 6NT
United Kingdom

The return address is located in the United Kingdom. Customers making a change-of-mind return may therefore incur domestic postage costs.

Do not assume that the original dispatch address is the correct return destination. Using an incorrect or unauthorised address may delay your return. This requirement does not restrict any statutory consumer right.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible.

We will make reasonable efforts to assist you, but we cannot guarantee a change or cancellation after an order has entered processing, been packed or been dispatched.

If an order has already been dispatched, you may receive it and then exercise any applicable cancellation and return rights under our Returns & Refunds Policy and UK consumer law.

Payment enquiries

If you have a question about a declined payment, authorisation hold, duplicate charge or refund, please provide your order number and a clear description of the issue.

Do not send complete card details, card security codes, banking passwords or one-time verification codes by email.

Your bank or payment provider may need to assist with declined transactions, temporary authorisation holds, exchange rates or the time required for a refund to appear.

Refund enquiries

Approved refunds will normally be issued using the original payment method unless you expressly agree otherwise. We will not charge a fee for issuing an eligible refund.

After we issue a refund, your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.

If more than 14 business days have passed since we confirmed that your refund was issued, contact us with your order number.

Complaints

If you are dissatisfied with a product or the service you received, email support@ownae.shop and include the word “Complaint” in the subject line.

Please provide your name, order number and a clear description of the matter. We will review your complaint and respond within a reasonable period.

UK consumers may also seek independent guidance from Citizens Advice or another appropriate UK consumer-protection organisation.

If you have not received a response

If you have not received a response within three business days, please:

1. Check your spam, junk and promotions folders.
2. Confirm that your message was sent to support@ownae.shop.
3. Add our email address to your safe-sender list.
4. Resend your message with your order number in the subject line, where applicable.

Business and legal correspondence

Business or legal correspondence may be sent to:

ownae
11 Master's Cres
Prudhoe NE42 6NT
United Kingdom

Please contact Customer Support before sending products, returns or other parcels to this address.

Contact information

Store name: ownae
Email: support@ownae.shop
Telephone: +44 7630555753
Address: 11 Master's Cres, Prudhoe NE42 6NT, United Kingdom
Customer Support response time: Normally within 1–3 business days