Refund policy

Service Update: Due to national shortage of drivers and nature of our frozen peoducts, the orders for customers who live in Scotland are usually being disposed of by the DPD depot and our customers could not receive them on day. Since we OOLIOS cannot control and sort out these issues with DPD through communication, we cannot resend your order or refund it.

Through several times of communication with DPD, this cannot be sorted out. To avoid this issue, we sincerely and highly suggested that customers should choose or change another delivery date from Tuesday to Thursday.

Thanks for purchasing our products at oolios.com

Due to the nature of our business and the products, the frozen products are not eligible for a refund. It is customer’s responsibility to accept the order that contains the frozen products on time with your preferred date, any delay caused by the customer will not eligible for a refund (frozen products only).

Our temperature-controlled packaging has been tested for up to 3 days (72hrs) during summer time. In terms of the product condition, if the condition of the product is like smoothie or sorbet (partially defrosted), all you have to do is to place it into the freezer once you receive it, and it's still safe to eat!

For any other items to be eligible for a refund, you have to contact customer service within within 24 hours of the purchase. The item must unopened and in its original condition. If the order is refused on delivery, a processing fee of 5.00 pounds will be deducted from your total refund amount.

If our products arrived damaged, rotten or contaminated in any way, please contact us right away and we will be happy to investigate and re-send a free replacement regardless of its expiration date.

If anything is unclear or you have more questions feel free to contact us at orders@oolios.com