Secure Payment

Onlymadebyhand takes great care in protecting your security. Our store uses SSL encryption technology to protect your personal information throughout the entire site and in the checkout process. This technology locks all critical information passed from you to us, such as personal information, in an encrypted envelope, making it extremely difficult for this information to be intercepted.

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Onlymadebyhand do not capture or store your credit card information at any time - even temporarily. We have partnered with Wix Payments for credit card processing. All payments are made through their payment gateway, which is protected by the highest level of security. No part of our site has any access to your credit card information at any time, giving you additional peace of mind.

 

Orders though our Website are also processed by Paypal Express Checkout. Customers do not require a Paypal account as Paypal accept all major credit and debit cards. Paypal has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). Paypal adheres to the most stringent levels of security, ensuring that your details remain secure throughout the transaction process.

 

Delivery and Postage

Unless otherwise specified, OMBH will ship all merchandise within 2-3 business days of cleared payment, Monday-Friday (excluding Public Holidays). Delivery dates are estimates only. Each order is carefully selected, checked and prepared for shipping.

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UK Delivery: OMBH commits to a friendly environmental policy. We try our best to recycle light weight packaging materials, which also decreases delivery cost.  We strive to have items reach you safely and quickly at low shipping cost. Goods will be sent by 2nd class RM postage or Hermes courier for UK based customers, which are aimed to deliver within 3-5 working days. If you prefer any other service, please choose from our other options on postage list or contact us prior to payment. The postage fee will be adjusted according to your choice of delivery method.

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International Delivery: We use Royal Mail International Airmail or alternative service depending on the item. We accept orders worldwide; however, you are solely responsible to check your countries specific restrictions regarding import of products (including their materials) we supply. You are also solely responsible for any duty and/or taxes to be paid on the value of the products purchased from OMBH.

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If you buy and pay for more than 1 item, please allow us to pack and send all items together unless indicated by you. We shall inform you of the progress of packaging and postage with delivery time estimated by the carriers. Should there be a delay beyond the estimated delivery date in our confirmation email, please inform us for investigation with the carriers. Please allow us time in these circumstances as we have to deal with a third party.

 

Prices and stock availability

We reserve the right to change any product prices, product specifications and availability at any time. We aim to ensure stock information on OMBH is as accurate as possible, but cannot guarantee that stock is available. If the product you have ordered is not available, we will contact you by email/phone as appropriate and you will have the option either to wait until the item is available or cancel your order

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If you are planning to order a particular product in large quantities, please contact us first. Many of our items attract Free Delivery. However, unless Free Delivery is stated, delivery charges which will be calculated when you enter your address details.

 

Returns and Exchanges 

Though items are checked prior to dispatch, if you find any faults or damage during delivery, we will exchange your goods if we have available stock or process a refund. Please contact us for any problem within 7 days upon receipt.

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In case of return of damaged items, the goods must be in unworn, unwashed, unused and in clean condition and original packaging. Please follow our instruction for the return process and postage. Replacement of similar goods or refund of full cost will be carried out after our investigation within 7 days upon receipt of returned items. For genuine claims, we shall replace similar good or we shall refund the full purchased price and postage fee paid for the returned item.

For international orders if you find your items were damaged in transit, we will offer a full refund on the original order (including postage), but we will not send a replacement due to the costs involved in international shipping. Please notify us immediately and include a photograph of the damaged goods and packaging.

We hope you will be delighted by your order, however, in case of return requests for mistaken order, unwanted item or change of mind by customers, we are happy to provide a full refund if the item is returned to us within 28 days from date of receipt. The returned goods must be unworn, unwashed, unused and in clean condition and original packaging. Please be informed that the refund will be the cost of the item after deduction of packaging, postage fee and administration fees. This also applicable to items sold with free delivery. Customers are responsible for postage fee for the returned items in this case. We aim to investigate and inform you of the result with solution within 7 days upon receipt of the returned item.

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Any item not in its original condition or worn beyond simply opening the packaging will not be refunded. Return postage is at your expense. Before returning any goods, please contact us directly to confirm the reason for return. You must include your customer order details with the package; we cannot offer a refund without the full order details (Name, Address and Order Reference Number). If you can’t find your Order Reference Number, please contact us before posting any returned items. Please also obtain proof of postage.

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Refunds can only be made to the card used for purchase and will only be processed once the item has been received by us. If we find that the product has been returned to us in anything less than a fully resalable condition due to usage or lack of packaging during the return transit, we reserve the right to refuse a refund on the item or deduct up to 30% of the original selling price from the refund amount

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When you buy online or by phone in the UK or EU, you have additional rights under the Distance Selling Regulations.