OOOOO FAQs

How does OOOOO delivery service work in the UK?
We use a method called ‘drop shipping’ which means your order will be fulfilled depending on the seller of the stock – this does mean that one order can be shipped from multiple places and arrive at separate times depending on where the goods are coming from.

How long does a delivery take?
From order date to delivery, it can take up to 7 days to receive your order(s) – please see below for the sellers that have their own delivery promise ( please allow a few day extra due Covid delays.

Why is my delivery promise and cost different for my orders?
Different sellers have different promises – please see below for the sellers that may vary. Otherwise, the standard is £2.95 for orders under £20. Anything over £20 is free shipping.

Can I track the delivery of my order?
Yes, you can! When an order has been shipped, you will receive notification of this with a tracking reference. Within the app, you will have the option to “track your package”.

My Order Status is still ‘order Processing’. When will it be shipped?
From order date to delivery, orders can take up to 10 days so the processing status should change within this 10-day period.

What should I do if my Order hasn’t been delivered yet?
Please check for email notifications in your inbox or junk folder. Also, within the app, you can select the order to seer if tracking information has been updated and you can select – “track your package”. If you have not received anything and there is no information in the app, please email the Customer Service team at hello@ooooo.creativecookie.co.uk

What happens if I’m not in when my order arrives?
Depending on what Carrier the Seller uses – in most cases there will be an option either online or via a calling card on how to manage the delivery.

Can I have my Parcel redirected to a different address?
Once an order has been processed, usually 30 mins after placing the order, it is not possible to re-direct your delivery.

What’s OOOOO’s approach to sustainable packaging and carbon footprint?
We are always trying to find ways to reduce our carbon footprint – the easiest way we do this is packaging basket orders together rather than sending items out separately. We also ensure we use recyclable packaging. Our sellers are also doing their bit to ensure they reduce their carbon footprint. Please refer to their websites for further details.

Does delivery service work to Channel Islands and Jersey?
Currently, OOOOO does not offer delivery to these locations, only mainland UK. However, many of our sellers do offer this – please refer to the seller information below to check delivery to these locations.

Where is my lucky box and how do I track it?
You can track your Lucky Box delivery by going into the app and selecting the Lucky Box order details. You’ll be able to track the process of your order – whether it’s being processed, is out for delivery or has been delivered. If it’s out for delivery, you’ll have received an email notification for this with the tracking reference. This reference is also available in the app.

What is your returns policy?
Here at OOOOO we offer a 30-day return policy. Please note that if you change your mind and no longer want the product, some of the sellers do not offer a return and refund. For sellers that do accept change of mind returns, orders should be returned unused and in a sellable condition with the original packaging intact. You are responsible for the postage back to the seller of your order but please check with the Customer Service team at hello@ooooo.creativecookie.co.uk to confirm this. Your statutory rights remain unaffected. Please also refer to the sellers list below for any sellers specific returns policy details.

What happens if I change my mind after 30 days?
We do not accept returns for unwanted products after 30 days of the order being marked as delivered. If you chose to return an order after 30 days no refund will be offered. Any redelivery costs will be at your expense. Please refer to the seller information below for the exceptions to this. If in double, please contact hello@ooooo.creativecookie.co.uk.

What products are exempt from our 30 day returns policy? (This does not affect your statutory rights)

If you product is purchased from OOOOO HQ, we are unable to accept returns for the following products once they have been opened or any seals/labels have been broken/removed:

• Perishable goods (including any food products and or goods which have an expiry date) will not be eligible for exchange or refund unless such goods are damaged, supplied incorrectly or sold not as described.
• Any goods made to your specifications or clearly personalized
• Books, Magazines or Comics
• Lucky boxes

Some of our sellers have specific returns policies Please refer to the individual seller list below to confirm your returns process. If you need further information on this, please contact us at hello@ooooo.creativecookie.co.uk. Currently we do not have returns slips for all sellers and not all of them will provide an invoice – please contact Customer Service for clarify on how to return your goods.

How do I return something to you from the UK?
Most sellers will provide an invoice containing details of how to return your goods. If this is not available, please contact Customer Service team at hello@ooooo.creativecookie.co.uk who will be able to assist you with further details. Some sellers have their own returns options and details available – please refer to the list below for further information.

How do I get a returns slip?
Returns slips are provided dependant on seller. Please see below seller details and refer back to the returns policy details provided. If you do want to return something and you do not have a returns slip or are unsure of the process, please contact hello@ooooo.creativecookie.co.uk.

Have you received my returned Items?
If your return has been received, your refund will automatically be processed and you will receive a confirmation email that your refund has been processed for your return. This can take up to 21 days from receipt of the return. If you have not received a refund after this time, please contact customer service at hello@ooooo.creativecookie.co.uk who will be able to look into this for you.

Can I return an item for an exchange instead of refund?
Unfortunately we are unable to offer exchanges at this moment. All returns will be refunded as per our terms and conditions. Some sellers are an exception to this – please refer to the seller details below fort further information.

What happens if I forgot to include my returns slip?
Please contact hello@ooooo.creativecookie.co.uk providing order details and items returned so they can assist you with this.

What should I do if my refund is incorrect?
Please contact customer service at hello@ooooo.creativecookie.co.uk who will be able to assist you. You need to provide details of the order number, the returned items and the refund value expected.

Do you refund cost of returning items for a refund?
Unless the goods are faulty or incorrect, you will be responsible for the delivery cost and ensuring that the goods arrive in perfect condition. We suggest you send them via a delivery service that requires a signature, such as recorded or special delivery. Please ensure you keep your proof of delivery.

If I get a refund, will my delivery charge paid be refunded?
We do not refund delivery charge for returned items.

What happens if my refund card is no longer in use?
Please contact customer service at hello@ooooo.creativecookie.co.uk who will be able to take alternative refund details, if possible.

How do I return something from Channel Island or Jersey?
Please refer to the individual seller information below on returning from these locations. If your order is with OOOOO HQ, you will be responsible for the returns cost back to us – this is not refundable. If you are still unsure of the returns process from these markets, please contact hello@ooooo.creativecookie.co.uk.

Can I return items bought using Coupons?
All orders are subject to our returns policy including those placed using a coupon. Coupon refund details are available in the App under Coupon information.

If I return an item bought with a coupon, does the coupon value get put back onto my account?
As per the coupon terms and conditions, all coupons are non refundable.

I paid part coupon part card but am returning some of my order. Will I get the coupon and cash refunded?
When you make part payments with a coupon and return part of the order, the coupon is non refundable. As such, the value of the coupon is prorated against the item beinf returned so only part cash is refunded due to the payment type.

How do I return faulty items?
Certain sellers have their own faulty returns process – please refer to the below sellers for these details. IF the seller is not listed below, please contact customer services at hello@ooooo.creativecookie.co.uk where we will be able to advise you of the returns address and process for your faulty item(s).

How long will my refund take to be paid back to me?
All Refund payments can take 3 – 7 working days to be paid into your account and appear as available funds. However, some sellers can take up to 21 days to process a refund – please allow this time and if funds have not cleared by within this timeframe, please contact hello@ooooo.creativecookie.co.uk to assist you.

I received a Faulty Item what should I do?
Some sellers have specific requirements for faulty returns – please refer to the list below for details. If the seller is not listed, please contact Customer Service team at hello@ooooo.creativecookie.co.uk and provide the following details so they can investigate this for you: Order number, images of delivery packaging, images of the faulty item(s) clearly showing the fault.

What should I do if I received an incorrect Item?
Please contact Customer Service team at hello@ooooo.creativecookie.co.uk and provide the following details so they can investigate this for you: Order number, incorrect item(s) received, correct item missing and an image of the incorrect item(s).

What should I do if I’m missing an Item ?
Please contact Customer Service team at hello@ooooo.creativecookie.co.uk and provide the following details so they can investigate this for you: Order number, images of delivery packaging, description of the missing item(s).

Can I cancel my order?
Yes you can – you are able to cancel orders within 30 minutes of placing them directly in the app. After this time, orders are automatically sent across to the seller for processing so you will have to return the item if you no longer want it.

Can I amend my order?
Unfortunately, amending orders is not possible. If you no longer want the order, please cancel it in the app within 30 minutes of placing it. After this time, you will have to return any items you no longer want.

Where can I find information about your products?
Most of the information can be found in the app – you can search by a specific product or by brand. When you find the product you want details on, select it and read the description information provided. If you need any further details, please check the sellers website or contact us at hello@ooooo.creativecookie.co.uk.

How can I find a specific product or brand?
Within the app, if you select the “home” icon along the bottom on the far left hand side. You can then search in the top toolbar by brand or product name.

Can I have items sent to someone as a gift?
Yes you can! Be sure to change the delivery address before paying for the order but selecting “Add New Address”. Once you’ve done this, you can proceed with “Pay Now”.

How can I find your care/how to use instructions?
This is dependant on product(s) purchased. For fashion/clothing please refer to the item care label. For skincare and cosmetics, details are either on the product or available on the sellers website. For other items, please refer to the instructions leaflet within the product or details on the outer packaging.

I received an emails saying item out of stock – why would this happen?
Sometimes items can become out of stock for various reasons. In such instances, your order is cancelled to prevent disappointment with waiting for the order to be delivered but each seller has their own processes in place to limit this happening.

Are the branded products genuine?
Yes they are! We only work with certified sellers. They may source genuine products from different places in the world but they are always 100% genuine (for example, a EU product may contain different care instructions to a US sourced product from the same brand due to legal requirements of that region or country).

How can I pay for my order?
You can pay using your debit or credit card as well as Apple Pay and apply in-app coupons where possible.

I paid full price on an item that was later price dropped in a live show – do I get my money back?
All payments made in the app are final, so we are unable to refund you for products that have been price-dropped during live shows.

When will I be charged for my order?
Money may be taken from your account immediately or at a later date, usually within 24 hours, so keep an eye on your current account balance to make sure all your payments have cleared.

My payment was declined what should I do?
If you are using a credit card, your payment will be declined when the billing information you provided does not match exactly as your billing statement information. You must provide accurate billing information such an accurate billing address, state/province, and zip/postal code. Your bank may enforce a security feature where new online transactions must be verified by you before it is approved. Please contact your bank directly if they are declining your card making the payment.

Are my details safe with OOOOO?
We take your security very seriously, so your personal and payment details are safe with us. Here at OOOOO, we ensure to adhere to GDPR and Privacy Policies for the safety of our customers.

Will my coupon be refunded / why is my coupon not refunded?
OOOOO coupons have T&Cs – these are available in the app but are detailed below for you.

1. All coupons shown in the list are still valid.
2. Coupons can be used to buy products, but do not include postage and packaging charges.
3. For unpaid orders, if you cancel the order, coupons will be returned to you if the date has not expired. If it has expired, the coupon will be lost.
4. For paid orders, refunds/returns are calculated based on the payment made by the customer (coupons are not refundable).

How does the Wheel spin work?
The Wheel Spins are sporadic and you have a limited time to spin the wheel. When the Wheel Spin is presented in a live show, press the “GO” button and the coupon value you win will be valid for 60 mins against purchases. Please note some of the coupons come with a minimum spend requirement but these are detailed in the coupon.

I’ve forgotten my password – how do I reset it?
You can reset your password using the email address you signed up with initially, as well as your linked 3rd party social account such as Facebook or Twitter account if you signed up with this method.

I’m having problems using your app – what should I do?
You can detail the problems you are experiencing in an email to hello@ooooo.creativecookie.co.uk so that our tech team can investigate accordingly. We will need your username and device details so that we can fix any technical faults relating to your account and/or app.

I’d like to close my account with OOOOO – what should I do?
Within the app, you can select your user profile and click on the “account” section. You will be able to delete your account here as long as you do not have any outstanding orders – all should be delivered, cancelled, completed, refunded or closed. If you have outstanding orders, you will have to wait for these to be completed before deleting you account.

My referral link is not working – what should I do?
“Referrals will only appear in your app if those that have signed up using you link have never downloaded the app, regardless of signing up previously and deleting the account. If this is not the case and all your referrals are new users, you can send the following details to hello@ooooo.creativecookie.co.uk so that our tech team can investigate:

• Usernames of all the boosts that have signed up using your link
• Device used (make/model of the device used)
• App version
• Platform (iOS, Android)
• Network status (mobile data, Wi-Fi)
• Image of your LUCKY BOX page on the app “

Why has my order been cancelled?
In most cases, your order is cancelled because your payment was not successfully processed. You must provide accurate card details and billing information such an accurate billing address, state/province, and zip/postal code for payments to go through successfully. Your order could also be cancelled if the seller does not have the stock they expected or the item you’ve ordered is damaged when they go to pick the item(s) for you.

How do I become a creator?
It’s great that you want to join our OOOOO-munity! Simply email in details with any video links and examples of creator or influencer work you’ve done in the past and our Customer Service team will pass it on to the right people for you. Our email address is hello@ooooo.creativecookie.co.uk.

I’d like to sell my products on your platform – how do I do this?
That’s great! Please send your company details or what you do and what you sell to hello@ooooo.creativecookie.co.uk and the Customer Service team will pass on your details to the right team. If you are successful, someone will be in touch regarding next steps.

How do you play Melon Madness?
The objective of Melon Madness is to create as many Watermelons as possible. This is done by matching up smaller falling fruit to create larger fruit, which will eventually turn into a full Watermelon. The game ends once your stacked fruit passes the drop line.

What are the rules of Melon Madness and how do you win?
1) Players are ranked by number of watermelons gained with total points scored used as a tie breaker. 2)Play the game at least once each day to entre the leaderboard, with the top 100 players awarded coupon prizes. 3) The leaderboard is reset everyday at 11pm and prizes awarded soon after.

What are the prizes for Melon Madness?
Prizes for the top 100 daily players will be listed in the “Check Rewards” section of the game. Coupon values are subject to change.

How do you play Flip?
The objective of Flip is to move from platform to platform by holding down on your screen and then releasing to flip the correct distance. Points are awarded for each successful flip with additional points given for performing perfect flips. Bonus points are also given for staying on certain platforms for a period of time, so no need to rush. The game is over once you miss a platform and resets.

What are the rules of Flip and how do you win?
1) Players are ranked by their best daily score on flip. 2) Play the game at least once each day to enter the leaderboard, with the top 100 players awarded coupon prizes. 3) The leaderboard is reset everyday at 11pm and prizes awarded soon after.

What are the prizes for Flip?
Prizes for the top 100 daily players will be listed in the “Check Rewards” section of the game. Coupon values are subject to change.

What is Treasure Hunt?
Treasure hunt is a list of products that are available in the app at low prices for 4 hours only. Once the 4 hours is up, a new list of products is available. After the 4 hours, the product is no longer available for purchase.

How do you play the Daily Prize Draw?
All you have to do is pay £1 to enter the daily draw. Only one entry per account per day and the more you share to WhatsApp the higher your chances of winning. Daily prize winners will be announced at midnight each day.

What are the rules of the Daily Prize Draw?
You can only enter once per day per account. Daily draw winners will be allocated the prize. This will be sent out within 3 – 10 working days. All other entries will be awarded a £2 coupon and given the option of a refund on their £1 entry fee or they can use that same £1 to enter the next days draw.

Will I always get the prize advertised in the Daily Prize Draw?
On the very rare occasion, we are unable to supply the prize advertised. We will always aim to provide a similar alternative that is equal to or greater in RRP value. In these instances the team will be in contact to arrange this with the winner.