Once your order has been fully processed and handed over to a shipping courier, you will be sent a dispatch confirmation email. If you cannot locate your order or dispatch confirmation email, please check your junk/spam folders (and/or search for ‘OWNU’ or ‘email@example.com’).
As all deliveries are handled by shipping couriers (and are not under our control), all arrival times provided below are estimates. There is always a small chance that your delivery may come earlier or later than specified.
To avoid any disappointment or additional delay, please ensure that the shipping address you provide us with at checkout is correct.
In the event of any failed delivery, the cost of the item(s) you ordered will be automatically refunded via the same payment method you used at checkout - this will happen once your order is sent back to our warehouse by the courier.
Duty, Tariff & VAT charges
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 is 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 –
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.
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.
It is not guaranteed that there will be a duty charge, its dependent on each shipment and each customs official around the world.
Problems in receiving your order?
Where Is My Order Or Has It Been Dispatched?
Please check the email account used to complete your order to see if you can find the dispatch confirmation email in your inbox.
If you can’t find your email, try the following:
- Check your junk/ spam folders
- Search your email for OWNU, no-reply@ownu, no-reply@firstname.lastname@example.org, your order number, name of items purchased
If you still can't find your email, your order may not have been dispatched yet. Please allow at least 3 business days since the time you place your order before you contact us to confirm its status as our warehouse might still be processing it.
Why Is My Item Taking Longer Than Specified?
All deliveries are handled by our chosen courier service. 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 are delayed whilst they wait to be scanned and processed.
- If your address is 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 Is Showing As Delivered But I Haven’t Got It
Please check with your neighbours and local post office or depot, as your courier may have forgotten to leave a missed delivery card. When your order is showing as delivered on the courier website, it’s always best for you to call them directly.
My Tracking Number Is Not Working Or Saying Pending?
No need to worry if your tracking number does not update within the first day or two after receiving it, it is likely your parcel has not yet reached the courier company or they have not yet updated their systems.
Please note your tracking number is both generated and updated by the courier, so it is best to contact them directly to query the most up to date status of your order. Should you still need help after speaking with the courier, you can contact our support team and ask them to investigate further.
You will be able to see the status of your order delivery using your tracking number (available in your dispatch confirmation email).
Each country and courier provide different levels of tracking, so you may not be able to see step-by-step delivery updates.