Payment
What payment methods are available in your webshop?
You can pay with PayPal, Klarna, Sofort, and credit card (Mastercard, Visa, and AMEX).
My payment was canceled. What now?
Sometimes a payment may be canceled. Unfortunately, we have no control over this. In that case, please try placing the order again.
I would like to receive an invoice for my order. Is that possible?
Yes, that is possible. Please send an email to support@ocerar.com. They will then send you an invoice as soon as possible.
High discounts
If you would like a very large quantity of a product, please send us an email. We will then see whether we can offer you an even better price!
My discount code does not work. How is that possible?
Unfortunately, it is not possible to combine multiple discounts. For example, if you have a bundle discount because you bought multiple products, you cannot combine it with another discount code.
Ordering and delivery
How long is your delivery time?
Ocerar considers the environment very important and therefore does its best to contribute to a better world with less pollution. That is why we work with bulk orders and only ship products that have actually been ordered. In this way, we aim to operate in a carbon-neutral manner.
That is why our average delivery time is 7 - 12 business days.
How much are the shipping costs?
To compensate you, the customer, for the slightly longer delivery time, we will cover the shipping costs. All our products are delivered to your home 100% FREE of charge. There is no minimum order value.
Can I choose a specific day or time for delivery?
No, unfortunately that is not possible, as the products are shipped using international shipping methods. We will send you an email confirming that the package has been shipped. You can track the package via the Track & Trace system.
It is possible that you will not be at home on the day of delivery. The package will then be left with your neighbors or taken to a service point, and you will receive a notification about this.
The expected delivery time has passed. Where is my order?!
In 99% of cases, orders are delivered within the expected delivery time. Unfortunately, an order's delivery may sometimes be delayed. You can check your order status at any time on the "Track order" page.
Have you still not received anything one week after the expected delivery time? Please contact us: support@ocerar.com
Some products are missing from my order. How is this possible?
As we work with various suppliers, products may be shipped separately. If items are missing from your order, you will generally receive them within 2-3 days.
We apologize for any inconvenience.
Returns & Refunds
I want to return an item. What do I need to do?
Follow the instructions on our shipping and return policy page.
Track and Trace
Where can I find my Track & Trace code?
On the "Track order" page, you can enter your email address and order number to track your package.
The Track and Trace code provides no information. How is this possible?
Track & Trace information becomes available as soon as your package arrives at the shipping carrier. Please note that delays may occur.
I have not received an email with Track & Trace. How is this possible?
Your email may have ended up in the spam folder. If you have not received an email, please email us and we will resend it.
You can check your order status at any time on the "Track order" page. Enter your order number and email address here.
CONTACT INFORMATION
Brand name: Ocerar
Company name: JMHS B.V.
Email:
support@ocerar.com
Phone:
+31 616 563 260
Address:
Lintelerweg 60, Hengelo, Overijssel, 7556 PD, Netherlands (Registered address - not a visiting or returns address)
VAT identification number: NL869842687B01
Commercial register number: 42126002
Contact form: Here
Support hours: Monday–Friday, 09:00–17:00 (closed on weekends)
Response time: within 24–48 hours
We strive to answer all inquiries as quickly as possible.
