SHIPPING
SHOWROOM COLLECTION
OCHIE offers free collection at our showroom in Lisbon.
Once your order is ready, you will be notified via email. In stock items are typically available for collection on the next business day after your order has been placed.
Please note:
- You have 10 days from the notification date to collect your order
- Orders not collected within this timeframe may be cancelled
SHIPPING RATES
We offer the following shipping options:
- Portugal (Mainland) €5
- European Union €12
- United Kingdom €15
- United States and Canada €15
- Rest of the world calculated at checkout
ORDER PROCESSING
- Orders are processed within 1–2 business days
- Orders placed on weekends or public holidays will be processed the next business day
- You will receive a shipping confirmation email with tracking details once your order has been dispatched
- Please allow up to 24 hours for tracking updates to appear
CUSTOMS & DUTIES
For orders shipped outside the European Union, you are considered the importer of record.
This means:
- Your order may be subject to customs duties, taxes, or import fees upon arrival
- These charges are not included in your order total and must be paid by the customer
- OCHIE is not responsible for any customs delays or additional charges
If customs duties or import fees are refused and the order is returned to us, any return shipping, duties, and handling costs will be deducted from your refund.
IMPORTANT INFORMATION
- Delivery times vary depending on destination and courier
- OCHIE is not responsible for delays caused by customs or carriers
- Orders will not be refunded if refused upon delivery
- OCHIE is not responsible for lost or stolen packages marked as delivered
CONTACT
For any questions regarding your order, including expediting, please contact:
customercare@ochieswim.com
RETURNS & EXCHANGES
RETURNS
You have two options to return your order:
a) In our showroom (Free)
Return your item at our showroom in Lisbon located at Rua Feio Terenas 23A, 1170-122 Lisboa
b) Online
To request a return, please contact us at:
customercare@ochieswim.com
RETURN CONDITIONS
- Returns are accepted for both online and in-store purchases
- Items must be returned within 30 days of purchase
- Items must be unused, unworn, and in original condition with all tags attached
- Returns are accepted if they meet these conditions or if the item is defective (verified by OCHIE)
Once your return is received and approved:
- Refunds are issued to the original payment method
- Please allow up to 5 business days for processing after we receive the item
EXCHANGES
You have two options:
a) In-showroom
Exchange your item for:
- A different size
- A different color
- Another item
If the new item is lower in value, you will receive a store credit voucher valid for 1 year.
b) Online Exchange
To request an exchange:
Once availability is confirmed:
- You will be asked to send your item to our return address
- Shipping costs for exchanges handled by courier are paid by the customer
After we receive your item:
- Your exchange will be processed and shipped to your address
CUSTOMS, DUTIES & ADDITIONAL COSTS
For orders shipped outside the European Union:
- You are responsible for all customs duties, taxes, and import fees
- These charges may apply to both delivery and returns/exchanges
- OCHIE is not responsible for customs delays or additional costs
If customs fees are refused and the order is returned to us, return shipping, duties, and handling costs will be deducted from your refund.
IMPORTANT NOTES
- Shipping costs are non-refundable
- OCHIE is not responsible for delays caused by customs and lost or stolen packages marked as delivered
CONTACT
For any return or exchange requests:
customercare@ochieswim.com
