If you are not satisfied with your purchase for any reason, you can return it to us within 30 days of placing your order. You must notify us by email and tell us the reason for the return. After receiving your return, we will refund the purchase price to your account within 10 business days.
Track order
If you have placed an order with us, you can easily track your order after a few days on the Track order page.
Register your return
To register your return, simply contact support@ocerar.com. You will receive the required return instructions from our customer service team within 24-72 hours.
Products purchased at a discount can also be returned as usual - this is not a problem at all.
Prepare your product
All products you return must meet the return conditions:
- No signs of use
- All cards and accessories still included
- Packaging intact and product in its original packaging
Unfortunately, products that are not in their original packaging or that have been used cannot be returned.
Send us your package
Send the package (with Track & Trace) to the return address described here:
Address: Room 203, 2nd Floor, Building 1, No. 12 Tangtian South Road, Tangxia Town, Dongguan City, Guangdong Province, China
Postal code: 518033
Country: China
Please note: The cost of your return depends on the size of your order.
Shipping country – Germany
Shipping method – DHL, Hermes & German Post + Track & Trace
Shipping country – Austria
Shipping method – DPD, Austrian Post + Track & Trace
Shipping country – Switzerland
Shipping method – DPD, Austrian Post + Track & Trace
Estimated return costs – Please note that returning items to China may incur higher costs ≈ 25 €.
Have the purchase amount refunded to your account
Hygiene products
The following products cannot be returned for hygiene reasons (the list is not exhaustive):
- Bras
- Underwear
- Hair care products
- Makeup
- Shapewear
- Electronic hair styling tools
We take hygiene and public safety seriously and, for the safety of our customers, do not accept returns of these products.
Damaged or defective items
Ocerar is responsible for delivery. If a product is delivered damaged, please contact us immediately with photos of the damaged item, and we will assist you promptly.
Received the wrong product: If you have accidentally received the wrong product, please contact us as well to receive the correct item at no additional cost.
What happens if I do not collect the package?
Failure to collect packages does not automatically entitle you to a refund. You are responsible for collecting and receiving your packages; only then can they be returned at your request.
Can I refuse the package?
If you refuse the package at the door, you also lose your right to return and receive a refund. You must accept the package and return it to us to receive a refund.
Order cancellations
You can cancel your order only within 5 minutes of placing it. After 3 hours, our orders are stopped for processing, and unfortunately cancellation is no longer possible.
If you would like to cancel your order, please contact support@ocerar.com, after you have placed your order.
Returns are always made at the sender's risk; return shipping costs are not reimbursed.
Do you have questions about your order?
You probably aren't the first person to ask this question. Please check our FAQ page first to see whether your question is listed there.
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 ID: 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.
