Shipping policy

All orders are dispatched from our warehouse. We currently ship to customers within the United Kingdom and the United States. 

🇬🇧 Shipping within the UK

  • Standard (10 – 15 business days): £39.99 GBP flat rate
  • Free Standard Shipping on orders over £100 GBP

🇪🇺 Shipping within the Europe Union

  • Standard (10 – 15 business days): £45.99 GBP flat rate
  • Free Standard Shipping on orders over £120 EUR

🇺🇸 Shipping to the United States

  • Standard (10 – 15 business days): $49.99 USD flat rate
  • Free Standard Shipping on orders over $120 USD

🇺🇸 Shipping to the Hong Kong

  • Standard (7 – 10 business days): $HKD 50 flat rate
  • Free Standard Shipping on orders over $500 HKD

Order Processing

  • Orders are processed within 3–5 business days (Monday–Friday, excluding UK public holidays).
  • Orders placed on weekends/holidays are processed on the next working day.
  • Processing times are separate from the delivery estimates above.

Delivery Times

Delivery timeframes are estimates and may vary due to courier delays, peak seasons, weather events, or (for US orders) customs clearance.

EU Tax & Customs Notice

OURWE is not an EU-based entity. Therefore, EU orders may incur import VAT, customs duties, brokerage/handling fees, or other charges upon arrival.
These fees vary by country and are not included in our product or shipping prices.

The customer is responsible for any charges imposed by EU customs authorities.
We ship under the DDU/DAP terms (Delivered Duty Unpaid / Delivered At Place).

Customs & Import Taxes (US)

Good news for US customers: Orders under $800 USD generally enter the United States without duties or import taxes (de minimis threshold).

  • We currently ship to the US on a DDU (Delivered Duty Unpaid) basis.
  • For any order valued over $800 USD, US Customs may assess duties/taxes. If applicable, the courier will contact you prior to delivery to arrange payment.
  • Our products comply with FDA cosmetic labeling requirements to support smooth customs clearance.

Returns & Exchanges

  • Returns accepted within 30 days of delivery for unopened, unused products in their original packaging.
  • To start a return, email us at cs@ourwe.com with your order number.
  • Return shipping is the customer’s responsibility unless the item is defective or sent in error.
  • Refunds are issued to the original payment method within 7–10 business days after we receive and inspect your return.

Additional Notes

  • We do not currently ship to P.O. Boxes, APO or FPO addresses.
  • Please ensure your shipping address is accurate; we are not responsible for delays or losses due to incomplete/incorrect addresses.
  • If your parcel is delayed, lost, or arrives damaged, contact us at cs@ourwe.com and we’ll assist promptly.