FAQs


Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

1. General Questions

What if I need to modify my order?

If you need to make a change to your order, please contact us as soon as possible at hi@ocochi.com and we will do our best to assist.

We will always try to help; however, once production has been scheduled, modifications are no longer possible.

How do I cancel my order?

If you need to cancel your order, please contact us immediately at hi@ocochi.com.

We will always do our best to cancel your order; however, if production has already been scheduled or begun, we are unable to cancel it.

In this case, the order will proceed and our standard returns policy will apply (if the item is eligible for return).

How do I track my order?

Visit our Track My Order page and enter your order number and email.
If you have questions, email hi@ocochi.com.

Do you have a physical store?

No, OCOCHI is online-only.
We offer free shipping and free returns (USA mainland) so you can shop confidently.

2. Product Questions

What size should I order?

Please refer to the size chart on each product page.

Do you make bedding for oversized mattresses?

Yes! We make bedding for oversized and custom mattresses — from 7ft to 12ft wide, including dual-king setups.

How do I order custom bedding?

Contact hi@ocochi.com or +1-949-680-0730, or submit a request on our Custom Bedding page.
We will provide a quote and invoice.

Can I personalize my product?

We currently offer monogramming on our Handloomed Cashmere Blankets.

3. Payment Questions

What payment methods do you accept?

Visa, MasterCard, American Express, PayPal & Shop Pay installments.

Do you offer installment plans?

Yes — via Shop Pay.

Is my payment information secure?

Yes — all transactions are encrypted and secure.

4. Shipping & Return Questions

How long does shipping take?

Most items are made to order and ship within 10–20 business days.
Stocked items (like white Bamboo Lyocell sheet sets & Mulberry Silk inserts in Queen/King) ship in 2–3 business days.

Our tracking page updates within 2–3 days of ordering.
For custom items, the “Order Ready” date reflects latest expected completion and may update earlier.

How much does shipping cost?

Mainland USA — Free shipping, Mon–Fri delivery.
International — Free shipping except the following ship at $35 per item:

  • Bamboo Cooling Comforter

  • Bamboo Mattress Pad

  • Down Alternative Comforters

  • Oversized Signature Microfiber Sheet Set

  • Standard & Oversized Down Mattress Topper

  • USA-Made Down Duvet Inserts

  • All-Natural Wool Quilted Topper

Who pays customs & duties?

Canada — Duty-free program; we cover duties where possible.
If duties appear at delivery, send us the link and we will pay.

Rest of World — Customer is responsible for duties and import fees.

If a shipment returns due to customs refusal, refund applies minus fees unless the item is custom-made (custom items are non-refundable).

What if my package arrives damaged?

Email hi@ocochi.com with photos within 7 days.
Carriers require photo proof for replacements.

OCOCHI photographs every item before shipment for quality control verification.

What is your return policy?

USA Mainland

  • Returns accepted within 30 days (excludes custom & non-returnable items)

  • Must be received within 37 days

  • Free returns

International

  • Same timeframe

  • Return shipping cost deducted from refund

  • Oversized packaging may incur extra deduction

Email hi@ocochi.com to start a return.

What is the return policy for bundles?

30-Night Sleep Trial (Eligible Items Only)
Bundle items come with a 30-night sleep trial for eligible products.
Please check our non-returnable items list before purchasing.

If you're unsatisfied, contact us within 30 days of delivery.

Partial Returns
Refunds are adjusted to the full retail price of kept items.

Example:
If you keep the duvet cover & sheet set and return the insert, we refund your bundle price minus the full value of the cover & sheets.

Which products are non-returnable?

For hygiene, speciality production, or oversize handling reasons, the following are final sale:

  • Oversized Lumbar Cushions

  • Waffle Blankets (cotton & linen)

  • Cashmere Blankets

  • Decorative Satin Throws

  • Bed Skirts

  • Down / Feather / Down Alternative Duvet Inserts

  • Mattress Toppers (all fillings)

  • Fine Linens Collection

  • Down / Feather / Down Alternative Pillows

  • Mulberry Silk Filled Pillows (larger than King)

  • Any custom-size product

  • Bed Frames

5. Contact Questions

How can I contact customer service?

Phone: 949-680-0730

Email:
Orders & support: help@ocochi.com
Press / partnerships / wholesale: hi@ocochi.com
Founders: wendy@ocochi.com & jessica@ocochi.com

Live Chat:
Mon–Fri, 9am–5pm CDT via website chat.

Social:
Instagram, Facebook, LinkedIn