FAQs

How long does shipping take?

Please allow up to 10 working days, excluding public holidays, to complete your order.

We then aim to dispatch and fulfil all orders within 2-3 days.

All UK orders are sent via Tracked 48 so your order should be with you in 2-3 days from despatch.

For all European and International orders shipping times are dependent on the country but your order should be with you in 7 - 10 days from despatch.

If you have any questions, please do not hesitate to contact us on customersupport@oursorai.com

What is your return process like?

While we hope that every customer is satisfied with their order, we understand that sometimes that is not the case. In that event, please return the unwanted item/s for a refund or an exchange. Please note that we do not offer free exchanges to customers outside the UK.

All returns are at the cost of the customer. Please post your returned item/s back to our warehouse at the below address and as soon as we have inspected and processed it, we will issue your refund or exchange (if you are in the UK)

For non-UK exchanges - please place a new order for the desired size/colour once your refund has been processed.

Our warehouse address is:

25 Harmill Industrial Estate

Grovebury Rd

Leighton Buzzard

LU7 4FF

United Kingdom

How can I get in touch with you?

You can get in touch via email, at customersupport@oursorai.com

Where our team will be happy to assist you with any enquiries.

How is my order shipped?

We ship all UK domestic orders with Royal Mail Tracked 48, so we aim to have your delivery arrive 2 – 3 days from the despatch date. While this is the case 90% of the time - please note that strikes and holidays may cause slight delays.

International orders are shipped with Royal Mail International Tracked, UPS or Evri depending on order contents or size. International delivery times vary by country but in most cases, we expect the order to arrive within 7 -10 business days from despatch.

For more accurate estimation please contact us directly and we can advise based on delivery location.

How can I track my order?

We send all orders via tracked services, you can track your order at one of the links below:

https://www.royalmail.com/track-your-item#/

https://www.ups.com/track?loc=en_GB&requester=ST/

https://www.evri.com/track-a-parcel

Please send us an email and we will let you know which service your order is being delivered with, as well as pass along your tracking number.

How do I change/cancel my order?

If you have ordered the wrong size/colour or simply changed your mind. Please send us an email at customersupport@oursorai.com as soon as possible. As long as we have not shipped it yet, we will try our best to accommodate you. Changes are subject to availability.

My product arrived damaged, what should I do?

If you are unhappy with the quality of your product please contact us via our email customersupport@oursorai.com. Please provide images of the product so that we may access the damage or issue more closely.

If we determine the item is in fact faulty, we will, of course reimburse your return shipping and dispatch a replacement immediately!

Import fees for EU customers

When ordering items from a store based outside of the EU, all items are subject to import fees and VAT in the country where the order is received.

Due to BREXIT, the UK is no longer part of the EU.

As we are a UK based company, and all orders ship from our warehouse in the UK, you will need to pay the relevant fees upon arrival with your local customs office.

For all orders under the value of 150EUR; we pay these fees on your behalf - however if your order is over this threshold, these fees fall to you.

Fees and VAT differ by country.

If you have any specific question in this regard, please send us an email at customersupport@oursorai.com