All deliveries are handled by our chosen shipping partners and all times given below are estimates. At checkout, we automatically select the fastest, most cost-efficient service from over 15 suppliers and your exact delivery times and costs are calculated depending on the size of the order and delivery address.
You will be sent an email with more information regarding your order & delivery tracking when your order is dispatched. There is always a small chance that your delivery may come earlier or later than specified.
Shipping Charges
Final and exact shipping fees are calculated at checkout based on the order weight and your shipping location (we have two warehouses, one in the EU and one in USA):
Duty and Tariffs
You may have to pay import duty when ordering internationally (outside of the EU or USA/Canada) depending on what you’ve ordered and its declared value and your country's rules.
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.
It is not guaranteed that there will be a duty charge, it's dependent on each shipment and each customs official around the world.
Problems Receiving Your Order
Where is my order and how can I track it?
Information regarding this should be included in your dispatch confirmation email which should arrive shortly after your order has been dispatched. If you cannot find this email, please search your inbox for no-reply@ownuapp.com or OWNU. If you’ve paid for tracked delivery but you cannot find any tracking information in your dispatch email please contact our support team. Please note each country and courier company provide different levels of tracking, so you may not be able to see step-by-step delivery updates throughout the your parcel journey.
My tracking number is not working or saying pending
Tracking is dealt with by the courier company and we do not have any control over delivery once a parcel has left our warehouse. Occasionally, online tracking may take a while to update, but if the problem persists please call the courier company as they might be able to provide more information about the location of your order.
If your tracking is not updated within 7 days, please contact our customer service team.
Why is my item taking longer than specified?
All deliveries are handled by our chosen courier services. 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 at delayed whilst they wait to be scanned and processed.
If your delivery address is located 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 and then passed to different facilities before they make it to your address.
My order has been marked as delivered but has not arrived
If your order has been marked as delivered but is not in your possession, please check with your concierge and/or neighbours, as well as your local post office/ depot. The courier may have forgotten to leave a missed delivery card.
In the event of any failed delivery, your order will be cancelled and the cost of the items you ordered only will be refunded to the card used at checkout, once your order is sent back to our warehouse.
