Shipping & Returns
Every Ojen® order is prepared with care and sent with tracking. Below is everything you need to know about delivery, and what to do if something is not right.
Shipping
Where we ship
We currently deliver to the United States, Canada, the United Kingdom, the European Union, Switzerland, Norway, Israel, the United Arab Emirates, Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong and Malaysia. If your country is not offered at checkout, write to support@ojenbeauty.com and we will let you know as soon as it becomes available.
Processing time
Orders are typically processed within 1–3 business days (Monday to Friday, excluding public holidays). You will receive a confirmation email when your order is placed and a second email with a tracking link as soon as it ships.
Rates and delivery estimates
United States
- Economy — complimentary on orders of $50 or more, $4.90 on smaller orders. Typically 5–8 business days after dispatch.
- Standard — from $6.90, calculated by order weight. Typically 3–5 business days after dispatch.
International
- Tracked carrier rates (USPS or DHL Express) are calculated live at checkout from your address and the weight of your order.
- Standard services typically arrive 5–12 business days after dispatch; express services 2–5 business days.
Delivery estimates are provided by the carriers and are not guaranteed. Remote areas and periods of high demand may take longer.
Duties and taxes
Orders shipped outside the United States may be subject to import duties, taxes and customs fees levied by the destination country. Unless they are collected at checkout, these charges are the responsibility of the recipient and are not included in the product price or the shipping cost.
Tracking and delivery issues
Use the tracking link in your shipping confirmation to follow your parcel; tracking can take up to 48 hours to update after dispatch. If a parcel arrives damaged, or has not arrived within 10 business days of its estimated delivery date, contact us and we will investigate with the carrier and replace or refund the order where appropriate.
Address changes
Please check your shipping address carefully before completing your order. We can amend an address only before the order has been dispatched, so let us know straight away if you spot a mistake. Parcels returned to us because of an incorrect or incomplete address will be redelivered once we have confirmed the correct details with you.
Returns and refunds
Our returns window
If an Ojen® product is not right for you, you may return it within 30 days of delivery provided it is unopened, unused and in its original sealed packaging. For hygiene and safety reasons we are unable to accept returns of skincare, body care, hair care or makeup that has been opened or used, unless the product is faulty.
Faulty or incorrect items
If a product arrives damaged, leaking, past its expiry date or different from what you ordered, email us within 7 days of delivery with your order number and a photograph. We will send a replacement or issue a full refund, including any shipping charges, at no cost to you.
How to start a return
- Email support@ojenbeauty.com with your order number and the item(s) you would like to return.
- We will confirm eligibility and send you return instructions within 2 business days.
- Pack the items securely in their original packaging and send them with a tracked service. Return postage is at your expense unless the return is due to a fault or an error on our part.
Refunds
Once your return has been received and inspected we will confirm the refund by email. Refunds are issued to the original payment method within 5–10 business days of approval; original shipping charges are refunded only when the return is due to a fault or an error on our part.
Right of withdrawal (EU and UK customers)
If you are a consumer in the European Union or the United Kingdom you have a statutory right to cancel your order within 14 days of receiving it, without giving a reason. This right does not apply to sealed cosmetic products that have been unsealed after delivery, for reasons of health protection and hygiene. To exercise it, notify us in writing at support@ojenbeauty.com within the 14-day period and return the goods within 14 days of your notice.
Exchanges
We do not offer direct exchanges. If you would like a different product, please return the unopened item for a refund and place a new order.
Questions about an order? Write to support@ojenbeauty.com and we will get back to you within one business day.