Frequently Asked Questions

Last updated: 12 September 2026

Welcome to the ownae Frequently Asked Questions page. Here you can find information about orders, delivery, tracking, payments, returns, refunds and Customer Support.

This FAQ is a practical summary. For complete information, please review our Shipping & Delivery Policy, Returns & Refunds Policy, Payment Policy, Privacy Policy and Terms & Conditions.

Orders and delivery

When will my order be dispatched?

Orders are normally processed, packed and prepared for dispatch within 1–3 business days after payment has been successfully authorised.

Business days are Monday to Friday, excluding applicable UK public holidays. Orders placed during weekends or public holidays will normally begin processing on the next business day.

Processing may take longer during promotions, seasonal periods, stock checks, payment verification or periods of unusually high order volume.

How long will delivery take?

After dispatch, delivery to eligible UK addresses is normally estimated to take 2–5 business days, unless a different estimate is displayed at checkout.

Order processing: 1–3 business days.
Delivery after dispatch: 2–5 business days.

Delivery dates are estimates unless we expressly agree to a guaranteed delivery date.

Actual delivery times may be affected by carrier delays, weather, public holidays, customs procedures, address problems, failed delivery attempts or events outside our reasonable control.

Unless a different period has been agreed, we will deliver your order without undue delay and normally no later than 30 days after the contract is formed, as required by applicable UK consumer law.

Is delivery free?

Free delivery may be available for eligible orders under the delivery options and promotional conditions displayed at checkout.

If an order does not qualify for free delivery, the applicable charge will be displayed before you place your order. We will not add an undisclosed delivery charge after checkout.

Where does ownae deliver?

We currently deliver to eligible addresses in England, Scotland, Wales and Northern Ireland, subject to carrier availability and any restrictions displayed at checkout.

Certain remote locations, offshore destinations, restricted areas, military addresses and PO boxes may not be supported by every delivery method.

Can I change my delivery address?

We will try to update the address if the order has not entered processing or been dispatched. However, we cannot guarantee an address change after an order has been placed.

Once an order has been dispatched, we may be unable to change or redirect it.

Can I cancel or modify my order?

Contact us as soon as possible if you wish to cancel or modify an order. We will try to assist, but we cannot guarantee a change or cancellation after the order has entered processing, been packed or been dispatched.

If your order has already been dispatched, you may receive it and exercise any applicable cancellation and return rights.

Order tracking

How do I track my parcel?

After your order has been dispatched, we will normally send a dispatch confirmation to the email address or telephone number provided at checkout.

The confirmation may include:

The carrier's name.
A tracking number.
A tracking link.
The latest available delivery estimate.

Why can't I track my order yet?

A tracking number may be created before the carrier completes its first physical scan. Tracking information may take up to 48 hours after dispatch to become active.

If your tracking number is still not recognised after two business days, contact us with your order number and tracking number.

Why is my tracking status not updating?

Tracking updates may temporarily pause while a parcel moves between carrier facilities.

Delays may be caused by carrier congestion, severe weather, public holidays, customs or security checks, transport disruption or technical problems with the tracking system.

If tracking has not updated for an unusual period or the estimated delivery period has passed, contact us.

My parcel is marked as delivered, but I cannot find it. What should I do?

Confirm that the delivery address on your order is correct.
Check around the property and any safe place you authorised.
Ask household members, neighbours, reception or building staff.
Review any delivery photograph or note supplied by the carrier.
Contact the carrier for additional delivery information.
Contact our Customer Support team if the parcel remains missing.

We remain responsible for handling your delivery claim and will not require you to resolve the matter solely with the carrier.

A carrier's delivery scan alone does not remove any responsibility we have under applicable consumer law.

What happens if my parcel is lost?

If the parcel is confirmed as lost before valid delivery, we will provide an appropriate remedy, such as a replacement or refund, subject to product availability and your statutory rights.

Payments

What payment methods do you accept?

Depending on the options displayed at checkout, we may accept:

Visa.
Mastercard.
Maestro.
American Express.
JCB.
Diners Club.
Discover, where available.
Digital wallets and other methods displayed at checkout.

The payment methods displayed at checkout are the methods currently available for your order, location, currency and device.

When will I be charged?

Payment may be authorised or captured when you submit your order, depending on the payment method and payment provider used.

Your order will normally enter processing after payment has been successfully authorised.

A temporary authorisation hold may appear even if an order is later declined or cancelled. The time required to release a hold is determined by your bank, card issuer or payment provider.

Is my payment information secure?

Payments are processed using secure third-party payment gateways and checkout providers.

We will not ask you to send complete card details, card security codes, banking passwords or one-time verification codes by email or telephone.

Which currency will I be charged in?

The order currency and total amount payable will be displayed before you complete your purchase. Prices presented specifically to UK customers will normally be displayed in pounds sterling unless another currency is clearly selected or displayed.

If your payment account uses another currency, your bank or card issuer may apply its own exchange rate or foreign-transaction fee.

Will I need to pay import charges?

Products are normally dispatched from within the United Kingdom. If an order is dispatched from outside the United Kingdom, any mandatory customs duty, import tax or handling charge that you must pay will be disclosed before purchase where required by applicable law.

We will not add an undisclosed mandatory charge after you complete checkout.

Returns and refunds

What is your return policy?

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 of cancellation, the products must normally be returned within a further 14 days.

Reasons for requesting a return may include:

The product arrived damaged.
The product is faulty or malfunctioning.
You received an incorrect product.
The order is incomplete or parts are missing.
The product is materially different from its description.
You changed your mind and the product is eligible for cancellation.

You may inspect a product in the same way that you would reasonably inspect it in a physical shop.

Where permitted by law, we may reduce a refund to reflect a reduction in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning.

Original packaging is recommended, but its absence does not automatically remove a statutory cancellation right.

Do you accept change-of-mind returns?

Yes. You may cancel an eligible order within 14 days after receiving it, provided the product is not excluded from cancellation under applicable law.

You must then return the product within 14 days after notifying us.

For a change-of-mind return, you are normally responsible for the direct return cost if this responsibility was disclosed before purchase.

We do not charge a restocking fee for an eligible statutory cancellation.

Which products cannot be returned because I changed my mind?

Subject to applicable law, the change-of-mind cancellation right may not apply, or may cease to apply, to:

Products made to your specifications or clearly personalised.
Products that are liable to deteriorate or expire rapidly.
Sealed products unsuitable for return for health-protection or hygiene reasons after they have been unsealed.
Sealed audio recordings, video recordings or computer software after they have been unsealed.
Products that become inseparably mixed with other items after delivery.
Other products excluded from cancellation under applicable law.

These exclusions do not remove your statutory rights if a product is faulty, damaged, incorrect or not as described.

How do I request a return?

Email support@ownae.shop or call +44 7630555753.
Provide your order number and the product concerned.
Explain the reason for the return.
Provide photographs or video where useful and reasonably available.
Allow 1–3 business days for us to review your request.
Follow the return instructions supplied by Customer Support.

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. Sending a product to an incorrect or unauthorised address may delay the return.

Who pays for return delivery?

Faulty, damaged, incorrect or misdescribed products: ownae will cover reasonable return costs where required by law.
Change-of-mind returns: You are normally responsible for the direct return cost if this was disclosed before purchase.

Are original delivery charges refundable?

If you validly cancel your entire order, we will refund the cost of our least expensive standard delivery option.

Additional charges for premium, express or expedited delivery are not normally refundable above the cost of standard delivery.

How long does a refund take?

For returned products following a valid statutory cancellation, we will issue the refund without undue delay and no later than 14 days after:

The day on which we receive the returned products; or
The day on which you provide evidence that the products were sent back, if this occurs earlier.

If no products were supplied, we will issue the refund no later than 14 days after you notified us of the cancellation.

Refunds will normally be issued using the original payment method. After we issue a refund, your bank or payment provider may require additional processing time before it appears in your account.

Do you offer exchanges?

We do not guarantee direct exchanges. If you require a different product, size or colour, please return the original product if eligible and place a new order.

This does not affect any statutory right to request a repair or replacement for a product that does not conform to the contract.

Damaged, incorrect or missing products

What should I do if my order has a problem?

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

Please retain the product, packaging, labels and packing materials while we review your request.

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

Customer Support

How can I contact ownae?

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

When will Customer Support reply?

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

Can I send a return to your business address?

Contact Customer Support before sending a return to our business address.

The authorised return destination may vary depending on the product and order. Sending a product to an unauthorised address may delay the return and refund process.

Additional information

This FAQ is a practical summary and does not replace our complete policies. Please review the Shipping & Delivery Policy, Returns & Refunds Policy, Payment Policy, Privacy Policy and Terms & Conditions available through the ownae website.

Nothing in this FAQ excludes, restricts or limits any statutory consumer right that cannot lawfully be excluded, restricted or limited.