What size tablecloth should I order?
What washcare instructions do you recommend?
Can I order the Organic Cotton and wipeable fabric in smaller increments than 1 metre?
Is it safe for me to use my personal and credit card details on line at www.ochreandocre.com?
All your sizes are in cm's, how do I work out the size in inches?
Can I track my parcel?
How will I know if my order has been accepted?
How do I take advantage of any promotional codes?
If I send an item as a gift, will the prices be displayed on the invoice?
Can I change my delivery address?
How do I return something?
Can I return an item purchased from one of your stockists?
Can I return an item I received as a gift?
Can I add an extra item to my order?
Can I choose a different delivery address to the billing address?
Can I order items to be sent outside the UK?
Do your prices include VAT and what happens if VAT charges do not apply?
What is your VAT number?
Q: What size tablecloth should I order?
A: As a rule of thumb, 30-50cm should be added to the width and length, (or diameter), of your table, to allow for a good drape. With the PU wipeable table cloths 20-30cm is adequate.
Q: What washcare instructions do you recommend?
A: All of our items have washcare instructions on the care label; all our items are tested up to a 40 degree wash. However it is more environmentally friendly to wash at 30 degrees. Also in order to keep your Ochre And Ocre product "green", use a non bleach washing agent. Do not use chlorine based bleach on any of our products, iron with a medium heat iron, (the sole plate of your iron should not exceed 150 degrees C), do not dryclean any of the items, do not use stain removal solvents, and do not tumble dry.
Hang the linens up to dry to minimise ironing. Iron the fabric whilst damp. The more time you take to hang it up properly to dry the less time it takes to iron. If stained wash immediately.
The kitchen items with a heat protective filling, should be washed on a synthetic wash, (this includes the gauntlet, pot holder and oven gloves).
The PU wipeable items should not be laundered and only wipe clean with a non abrasive cleaner.
Q: Can I order the Organic Cotton and wipeable fabric in smaller increments than 1 metre
A: The minimum order is 1 metre, you can then order in 10cm increments above this. We cannot accept returns on cut fabric unless it is faulty.
Q: Is it safe for me to use my personal and credit card details on line at www.ochreandocre.com?
A: We work closely with Sage Pay/ Protx to ensure that all your personal and payment details are kept safe. All your card details are encrypted when they are entered. If you think your card has been used fraudently, you should notify your card provider, in accordance with their reporting rules and procedures.
We ask for personal details such as telephone number and email address so that we can contact you in case there is a problem with your order (with delivery for example) or so that we can respond to any queries. We may also contact existing customers through email with special Ochre And Ocre offers and information. We only send our newsletter out once a month and we do not share your details with any other parties. You can unsubscribe at any time by replying to the newsletter with “unsubscribe” as the heading.
Ochre And Ocre will protect your personal data. You can remove your email address from our mailing lists at any time. We will not sell this information to any third parties or redistribute it in any way. Personal data is gathered and stored in accordance with the Data Protection Act 1998 UK.
Q: All your sizes are in cm's, how do I work out the size in inches?
A: To convert inches into cm approx, multiply the number of inches by 2.54. To convert from cm to inches divide the number of cm by 2.54.
Q: Can I track my parcel?
A: For most lightweight parcels under 1kg we use Royal Mail. Unfortunately it is not possible to track these Royal Mail parcels so please let us know if you have not received it after 10 working days.
A: You have the choice to pay with your card via Sage Pay (the new name for Protx) or via Paypal. Both systems are entirely secure and your card details are encrypted so nobody can see them even us.
After entering your card details and confirming payment, you will receive an email which will include a summary of the order, the item(s), the quantity, the price of the selected products, the mode of payment and the delivery address.
Q: How do I take advantage of any promotional codes?
A: If you have a Promotion or Media Code e.g. ABC22 you simply need to enter this at the checkout and this will calculate any discount available at that time. Please note that only one promotional offer can be used at any one time and these do not apply during Sale periods or on Clearance products that have already been discounted. If a promotional offer has automatically been added or you would like to use another discount promotion, you can remove this from your basket as part of the checkout process.
Q: If I send an item as a gift, will the prices be displayed on the invoice?
A: If you add a gift message at the time of purchase and delivery is direct to the recipient we do not include an invoice. If you would like a copy of the invoice please let us know.
Q: Can I change my delivery address?
A: Please email customerservice@OchreAndOcre.com or call asap after placing your order and we may be able to amend it for you. Unfortunately once an order has been placed we are unable to amend any details. If you want to change the delivery address after a delivery attempt by the courier has been made we will have to charge you £5.95 for redelivery to the new address as changing the address counts as a new order with the courier.
A: You can return an item so long as you keep your delivery note and packaging.
Please send your return by post. There are clear instructions on the delivery note. Make sure you complete the Exchange and Returns section at the bottom of your note and make sure you enclose it with your goods. Your feedback on why you are returning an item is really important to help us improve our products and services. Make sure you include your telephone number and email address in case we need to contact you about the return. If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.
Make sure your items are securely wrapped and send your return to:
Ochre And Ocre
Old Leicester Road
Any refunds will be completed within 30 days of the goods being returned to us. We will refund the entire purchase price. Regretfully shipping fees are not refundable on non-faulty products.
When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. We will only refund or provide an exchange for the costs of postage where the item returned is faulty.
A: No, please get in touch with the stockist you purchased from (make sure you have your original receipt). They will let you know what their returns policy is. If you require a telephone number for a store please let us know.
A: An item that was received as a gift can only be returned for an exchange. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased.
Q: Can I add an extra item to my order?
A: If you wish to add an item to your order, you can add it provided it has not already been packed. Please phone us to check and so that we can take payment for the additional items as we do not store your card details or have access to the card details for security reasons.
Q: Can I choose a different delivery address to the billing address?
A: Yes it is possible to choose a different delivery address to billing address. The first address is the delivery address. This will automatically fill the billing address which is on the second page. This needs to be changed to the billing address if it is different. If it is a gift, you can add a gift note and this is hand written and included in the parcel. If requested we can send the invoice to your billing address for your records.
Q: Do your prices include VAT and what happens if VAT charges do not apply?
A: All prices are quoted in GBP (Great Britain Pounds Sterling) and we take payment in GBP. The price includes VAT (Value Added Tax). Our website will calculate the shipping cost and exclude the VAT for countries outside the EU automatically.
PLEASE NOTE THAT COUNTRIES OUTSIDE OF THE EU MAY HAVE TO PAY LOCAL IMPORT DUTIES ON RECEPTION OF THE GOODS