Frequently Asked Questions

  • Payment

    What payment methods do you accept?
    We accept the following credit/debit cards: MasterCard, Visa and also digital wallet as Google Pay and Apple Pay (American Express is excluded). We only take payment once your order is confirmed.

    Where is my refund?
    We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after cancellation before getting in touch about your refund.

  • Ordering

    Can I place an order without creating an account?
    Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://oolios.com/account/register and follow the instructions on-screen.

    Where is my order confirmation?
    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at orders@oolios.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

    How do I cancel my order?
    There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via orders@oolios.com, we may be able to cancel your order before it’s processed. Please note that if you would like to make any amendment or cancellation due to personal reason, there will be a one-off admin charge £3 due to the platform transaction fee.

    Why has my order been cancelled?
    We typically only cancel orders if there’s a problem with stock or payment, or if you’ve asked us to cancel.
    We’ll always contact you to offer an alternative product and/or process a refund before cancelling your order. We will allow a 48hour period to hear back from you and if not a cancellation and full refund will be processed.
    Please accept our apologies if your order is cancelled because of a problem at our end.

    Can I change my order/delivery date?
    Yes, if you are unable to receive your parcel on your selected date, you can contact us straight away after ordering, via orders@oolios.com, we may be able to help you amend your order before it’s processed. Please note that if you would like to make any amendment or cancellation due to personal reason, there will be a one-off admin charge £3 also please contact us prior your delivery date 5 working days as once the order has been processed to despatching stage, unfortunately we are unable to make any changes for you.

  • Shipping

    How much is shipping?
    Shipping costs depend on the items you’ve ordered and the location where it’s being delivered. Standard shipping rate is £8.5 per consignment.
    If your order value is more than £60, we provide free shipping within the UK Mainland. (This excludes, Northern Ireland, The Scottish Highlands and Islands, The Channel Islands, The Isle of Man, The Isle of White and Ireland.)

    What countries do you ship to?
    We currently only ship within the UK mainland area.
    We are looking at expanding our delivery across Europe shortly. If you have a specific delivery request please get in touch at orders@oolios.com and we will do our best to help. For more details, please refer to the delivery information page.

    Can I track my order?
    You will receive a DPD tracking number and get updated once a delivery has been made or attempted. It allows us to track the delivery location to ensure your order arrives to your address.

    When will I receive my order?
    We usually aim to process your order and get it ready to be sent out within 7 working days. All orders will be delivered on the date you had selected while checkout.
    During our busiest times of the year (e.g. Black Friday, Christmas and Lunar New Year), dispatch times will be much longer than usual - up to 10 working days. When we have a backlog of orders, we will display the most current information regarding delays in a banner at the top of the website. Please refer to this for the most up-to-date information.

    *DPD Local Courier Service
    Order dispatched on Monday -> Out for delivery on Tuesday
    Order dispatched on Tuesday -> Out for delivery on Wednesday
    Order dispatched on Thursday ->Out for delivery on Friday

    I received my products as partially defrosted, are they still safe to eat?
    Yes, according to British Official Food Authority, bacteria usually grow in the ‘Danger Zone’ between 8°C and 60°C. Below 8°C, growth is stopped or significantly slowed down. Above 60°C the bacteria start to die. Sometimes products will be slightly or partial defrosted like smoothie or sorbet due to the hot weather. If you receive the products as the condition mentioned above, please place them into your freezer as soon as possible. Do not forget to reheat properly before enjoying it!

    What can I do for poly box and ice gel pack? Are they environmentally friendly?
    The pre-filled ice gel pack is non-toxic and completely food safe. These gel packs are great for picnics or lunchboxes, but if you want to dispose of them, simply cut the corner of the pack and dispose of the contents through the normal domestic waste system. The contents are benign, given the dilution of the polymer and purification of the water they are not at all harmful to the environment. The outer film is totally recyclable as LDPE 4.

    In terms of the poly box,      our Poly boxes are made from expanded polystyrene which is fully recyclable. In its moulded form it is 98% air and 2% styrene. Poly boxes can be used with or without a carton, are very light and offer unbeatable insulation qualities at their price level. They are non-toxic and all are made in the UK in our own plants.

    For more information on the environment and the recycling of Expanded Polystyrene have a look at the British Plastics Federation website.

                                   

  • Returns

    My order has arrived but it’s not as I expected. What can I do?
    In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via orders@oolios.com with the details. We’ll respond within 48 hours except weekends or Bank holidays.