Shipping
Delivery and shipping are completely free for you as a customer. Every package is shipped with Track & Trace at no additional cost.
We will process and ship your package within 1–3 business days. Since shipping is handled directly from our warehouse, we can offer you more favorable rates. However, this may mean that delivery takes slightly longer than you are used to from other providers.
Processing takes 1–3 business days. Once processing is complete, shipping takes 6–9 business days. The total delivery time is therefore an average of 7–12 business days. Please note that these are estimates and the actual delivery time may vary.
Delivery times by destination
Once your order has been processed and shipped, delivery usually takes:
| Country | Processing time | Delivery time | Total delivery time |
|---|---|---|---|
| Germany | 1–3 business days | 6-9 business days | 7–12business days |
| Austria | 1–3 business days | 6-9 business days | 7–12 business days |
| Switzerland | 1–3 business days | 6-9 business days | 7–12 business days |
Track Order
If you have placed an order with us, you can easily track it on the Track Order page after a few days.
Return
Not completely satisfied with the product you received? Of course, you can return your order up to 30 days after the order date.
For a return, please contact: support@ocerar.com,. You will receive the necessary return instructions within 24–72 hours.
All returned products must meet the return conditions: no signs of use, all cards and accessories complete, and intact packaging.
Style, size, and photo changes
By placing your order, you confirm that this is a personalized product that will immediately go into production. Changes are no longer possible after this point.
Size and color variations
Slight variations in size may occur when ordering. We therefore recommend choosing one size larger as a precaution to ensure a comfortable fit.
In addition, the color and appearance of the product may vary slightly from the actual items due to different lighting conditions and the professional studio environment in which our product photos are taken.
For this reason, subsequent changes or adjustments are no longer possible once the product is being prepared or has already been shipped. We thank you for your understanding and acceptance of this policy.
Damaged or Incorrectly Printed Items
If an item arrives damaged or with an incorrect print, we will cover the reprinting and reshipping free of charge. To do so, please contact us via our contact form and include a photo of the affected item and your order number. We will then arrange the reprint and deliver the item to you again within seven business days.
Insured Shipping
For just €3.95, you can additionally insure your order and be fully covered. If your shipment is damaged, lost, or stolen during transport, we will send you a replacement order free of charge.
Please note that damaged or incorrectly printed items can only be replaced within 45 days of the original order date. After this period has expired, Ocerar can no longer accept responsibility for a replacement.
Hygiene Products
For reasons of infection prevention and health protection, hygiene products are excluded from the right of return. If hygiene products such as care products or bras have already been used, we cannot accept their return. An exception applies if the items are unused and in their original packaging - in this case, please send us a corresponding photo as proof.
Please also note that exactly the design, size, color, and uploaded image you selected will be printed on your item. If the wrong size, color, or image was selected by mistake and the item was shipped accordingly, Ocerar cannot provide a replacement.
Disclaimer for Product Images
We always strive to photograph our products as accurately as possible and describe them in detail. However, due to different screen settings, we cannot guarantee that every product photo exactly reflects the actual color of the item. If you have questions about an item's color, material, or size, please contact us before making your purchase.
Lost Packages
If your package is lost during transit, we will of course provide a replacement and ensure that your order reaches you. If you prefer not to receive a replacement, we will wait 14 days before issuing a refund - in case the package is delivered after all. During these two weeks, our customer service will regularly keep you informed of the current status of your shipment.
Cancellations/Returns
By placing the order, you confirm that it is a personalized product that immediately enters production and can no longer be changed afterward. As long as the order has not yet entered production or been shipped, it can be canceled. If the cancellation is made within this period, you will receive a full refund.
If you are not satisfied with the products received and would like to return them, please contact us by email at support@ocerar.com so that we can provide you with our return address, or discuss the matter directly with our customer service. Emails are answered within 48 hours.
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 return address)
VAT ID: NL869842687B01
Commercial register number: 42126002
Contact form: Here
Support hours: Monday–Friday, 09:00–17:00 (closed weekends)
Response time: within 24–48 hours
We strive to answer all inquiries as quickly as possible.
