Epicoanagagets

Frequently Asked Questions

Orders

How do I place an order?
Browse our products, add your chosen items to the cart, and complete the secure checkout with your shipping details and payment method. You will receive an order confirmation email right away.

Can I change or cancel my order?
Yes, if it has not yet been dispatched. Please email us at office@oanaprimeshop.com as soon as possible with your order number. If your order has already shipped, you can return it once it arrives under our Return & Refund Policy.

What payment methods do you accept?
We accept the payment methods shown at checkout, which are processed securely through Shopify. We do not store your full card details.

Will I be charged tax?
Applicable taxes are calculated at checkout through Shopify Tax, where relevant to your location.

Shipping and delivery

Where do you ship?
We ship to all countries.

How much does shipping cost?

Economy shipping on orders from $0.00 to $349.00: $15.00
Free standard shipping on orders of $350.00 and over

How long will delivery take?
Delivery takes 7–21 business days from dispatch.

How can I track my order?
Once your order ships, we will email you a tracking number or link where available. Tracking may take a few days to update after dispatch.

Do I have to pay customs or import duties?
International orders may be subject to import duties, customs fees or local taxes charged by your country. These are not included in our prices and are the customer’s responsibility.

Why did my items arrive separately?
Items in one order may ship from different warehouses, so they may arrive on different dates.

My order is late. What should I do?
If your order has not arrived after 21 business days, please email us with your order number and we will investigate.

Returns, exchanges and refunds

What is your return policy?
You can return items within 30 days of delivery. We accept returns of both defective and non-defective items, with no restocking fee.

Who pays for return shipping?
For defective or incorrect items, return shipping is free to the UK. For customers outside the UK, and for non-defective returns, return shipping is the customer’s responsibility.

Can I exchange an item?
Yes. We accept exchanges, subject to availability. Contact us within 30 days of delivery.

When will I receive my refund?
Approved refunds are issued within 14 days to your original payment method. Your bank may take extra time to show it on your statement.

What if my item arrives damaged, defective or incorrect?
Contact us with your order number and photos, and we will arrange a replacement or refund.

Where do I send my return?
Please contact us first and we will confirm instructions. Returns go to:
Epicoanagagets, Cross Road, Connaught Lodge, Weymouth, DT4 9QQ, United Kingdom

Products

Are you the manufacturer of your products?
No. Epicoanagagets is a retailer and not the manufacturer of the products we sell. Orders are fulfilled through our shipping partner, Zendrop.

Are the product images accurate?
We aim to display products accurately, but colours may vary slightly depending on your screen.

Do products come with a warranty?
Where a manufacturer’s warranty applies, it is provided by the manufacturer. Your statutory consumer rights are not affected.

Is a product in stock?
Availability is shown on each product page. If an item becomes unavailable after you order, we will contact you and offer a refund or alternative.

Account, privacy and support

Is my personal information safe?
Yes. We protect your information and never sell it for money. Please see our Privacy Policy for details.

How do I contact customer support?
Email: office@oanaprimeshop.com
Phone: +44 7459 783540
Support hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT, London)
We aim to reply within 1 to 2 business days.