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FAQs Frequently Answered Questions 

What is the returns policy? We guarantee your satisfaction with any goods that you purchase from us. In accordance with UK distance selling regulations, you have the right to cancel your order within 7 working days from delivery.  Click on returns policy in the quick links menu on our home page for more information on our returns policy. 


What are our shipping options? We offer standard free delivery to orders over £34.99 to all UK mainland destinations, as well as most European destinations.  We ship through our trusted delivery partners including Royal Mail, DPD, UPS and Parcel Force. Click on shipping policy in the quick links menu on our home page for more details on this.


When will I receive my order? For UK mainland orders we aim to process your order within 24 hours Monday to Friday. For orders placed on weekends and bank holidays we aim to dispatch the next working day by 4pm.  We always aim to have your order delivered on time.  At time however due to unforeseen circumstances, in some cases deliveries could take longer than expected.  All orders will be processed once payment is cleared.  Click on shipping policy in the quick links menu on our home page for more details on this.


What do I do if I haven’t received my order? Due to certain unforeseen circumstances our delivery partners may not be able to fulfil guaranteed delivery times.  If you do not receive your order within the estimated delivery times, please email us on and we will investigate why your order has not been received and offer a solution. 


What do I do if I receive a defective order? If you receive a damaged or defective item, please contact us via email on and we will investigate the issue and offer a solution.


How do I make changes to an order I’ve already placed? Unfortunately, we are unable to amend orders once placed. If an urgent amendment is required please contact us by 12pm with details of your order and we will happy to assist you.


Can I cancel my order? You may cancel your order for any reason within 24 hours of the purchase.  However, if your order has already been dispatched, we are unable to cancel the order.  


Where are you located? Our Location is The Oud Co., 6 Yorkton Street, London, E2 8NH where you can also pick up orders if you wish.  Please inform us of this in the notes section of the checkout page.  Otherwise, email us on and we will be happy to assist you.


How do I contact your company if my question isn’t answered here? For any further enquiries you can email us on and we will aim to answer your query as soon as possible. For urgent enquiries please do not hesitate to call us directly using the details on the contact us page.