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?
Please contact us as soon as possible at hi@ocochi.com and we will do our best to modify the order. We can not add items to the order, but we can potentially remove items before they ship.
If you would like to add items to your existing order, please place an additional order. We do not store your credit card information and cannot process changes made after the order is placed.
How do I cancel my order?
Please contact us immediately at hi@ocochi.com and we will try our best to cancel and refund before it ships. If it has already shipped, it will need to follow the standard returns process and upon receipt of the goods back to our warehouse, we will process a refund immediately.
How do I track my order?
Please refer to the track my order page. Here you can enter your order number and email address for the latest status of your order. If you have any further questions, please reach out to hi@ocochi.com
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.
2. product questions
What size should I order?
We have a size chart available for each product to help you find the best fit. Please refer to the size chart on the product page for more information.
Do you make bedding for oversized mattresses?
Yes! We make bedding for all shapes of mattresses, ranging from 7ft wide to 12ft wide, and beyond for those that decide to push two king beds together!
How do I order custom bedding?
Please reach out to us at hi@ococh.com / +1-949-680-0730 or via our custom request page to let us know what you are looking for, we can then provide a custom quotation and invoice
Can I get my product personalized?
Bedding can be a wonderful gift to yourself or a loved one. We currently offer a monogramming service on our Handloomed Cashmere Blankets
3. Payment Questions
What payment methods do you accept?
We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Shop Pay for installment plans.
Do you offer installment payment options?
Yes, via Shop Pay
Is my payment information secure?
Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
4. Shipping & Return Questions
How long does shipping take?
At OCOCHI, we offer many different customization options, such as depths, sizes and colors. As we are a small family run company, we are not able to stock all configurations and as such, our bedding is typically custom made to order within 10-20 business days.
For some of the more standard or regular items, such as Queen and King Bamboo Lyocell Sheet Sets in white and Mulberry Silk Duvet Inserts, these are typically stocked and shipped within 2-3 business days.
Please allow 2-3 days from your order for our tracking page to update in line with our stock availability and custom making requirements. The 'Order Ready' tab will show the date at which your item will be completed and ready to ship.
The 'Order Ready' date for custom items will initially be the latest date at which your order will be completed. We prefer to surprise with an earlier ship date than to delay any expected completion dates. Please check back and the date will be updated in line with our workshop schedule.
Any questions, please do not hesitate to contact us at hi@ocochi.com
How much does shipping cost?
Shipping cost depends on your location and the item that you purchase.
Mainland USA
We offer free standard shipping on all orders and products to mainland USA. Orders will be delivered Monday-Friday, as we do not offer weekend delivery
All other locations
We offer free global standard shipping on all products aside from the following:
Bamboo Cooling Comforter
Bamboo Mattress Pad
Down Alternative Filled Comforters
Oversized Signature Brushed Microfiber Sheet Set
Standard and Oversized Down Mattress Topper
USA MADE DOWN DUVET INSERTS
All-Natural Wool Quilted Topper
These products are charged at a flat rate of $35 per item. All other items will be shipped free of charge
Please refer to our shipping and returns page for further information
Who is liable for customs and import taxes for Canada and Rest of World?
Customs and Import Taxes for Canada
At OCOCHI, we have started to run an import and duty free program for Canada. Buyers are not responsible for any duties that may apply. Where possible we will prepay the duties and if there are any duties required upon delivery, please share the link with us and we will arrange payment.
Customs and Import Taxes for Rest of World
Buyers are responsible for any customs and import taxes that may apply, outside of USA and Canada. There may be custom delays, which are out of our hands.
Customs Clearance & Returns
If a shipment is held at customs, it is the customer’s responsibility to provide any required information, documentation, or payments to facilitate customs clearance. If the package is not cleared and is returned to OCOCHI, and the customer no longer wishes to receive the product, a refund will be issued once the returned goods are received and inspected. Unless it is a custom made item, in which case no refund will be issued. Please refer to each product page to determine whether we custom make the bedding product you have chosen.
The refund amount will be minus any return shipping costs, customs fees, and other associated charges incurred by OCOCHI as a result of the package being returned.
What happens if my package is damaged upon arrival?
We’re so sorry if your order arrives damaged – we want to make it right as quickly as possible. If your bedding, shipping carton, or polymailer shows any damage when it arrives, please email us at hi@ocochi.com with a photo of the damage within 7 days of receiving your order.
This helps us work with the courier to resolve the issue and arrange a replacement for you. Unfortunately, without photos, couriers won’t accept a claim, which means we’re unable to process a replacement.
What is your returns policy?
Mainland USA
We hope you're satisfied with your Ocochi purchase. If that's not the case, we will accept the return of products (except custom made items) within 30 days, in their original condition and original packaging
Please refer to each of the product pages for more details on whether the item is regarded as custom made
The classification of a custom made item applies whether purchased directly through the website or via a custom invoice sent by email from the Ocochi Ladies
To initiate a return, please contact us immediately on hi@ocochi.com. Please provide your order number and reason for return. We will then provide you with your returns label and any next steps
Returns must be received within 37 days of delivery of your order. We offer a 30 night sleep trial and 7 days to arrange your return. Returns past this window will not be accepted by the warehouse and returned.
Returns are free for Mainland USA
All other locations
For all other locations, we will accept the return of products (except custom made items) within 30 days, in their original condition and original packaging
Returns must be received within 37 days of delivery of your order. We offer a 30 night sleep trial and 7 days to arrange your return. Returns past this window will not be accepted by the warehouse and returned.
If your return is eligible for a refund, this will be refunded back to your original payment method, less the return shipping cost.
To initiate a return, please contact us immediately on hi@ocochi.com. Please provide your order number and reason for return. We will then provide you with your returns label and any next steps
Returns must be packaged in a box/polymailer that fits the product. The dimensions will be specified on the returns label. If the product is in a larger box/polymailer, the additional return shipment cost is deducted from the refund amount.
Problem with your order? Please contact our customer service department at hi@ocochi.com - we can help with any problem!
What is the Return Policy for Bundles?
30-Night Sleep Trial
All OCOCHI bedding bundles come with a 30-night sleep trial. If you're unsatisfied with your purchase for any reason, please contact us within 30 days of delivery to initiate a return.
Partial Returns
Our bedding bundles are offered at a special discounted rate for purchasing a sheet set, duvet cover, and insert together. If you wish to return only part of your bundle, the refund will be adjusted based on the full retail (non-discounted) price of any items you choose to keep.
For example:
If you keep the duvet cover and sheet set and return only the insert, we will refund the total you paid minus the full retail prices of the duvet cover and sheet set.
Non-Returnable Items
Please note the following exceptions:
Custom-made inserts and toppers, including our Down, Down & Feather, and Down Alternative Duvet Inserts and Mattress Toppers made in the USA, are non-returnable due to their made-to-order nature.
Conditions for Returns
All returned items must in their original condition and packaging.
Returns must be received within 37 days of delivery of your order. We offer a 30 night sleep trial and 7 days to arrange your return. Returns past this window will not be accepted by the warehouse and returned.
Returns are free for Mainland USA
To initiate a return, please contact us immediately on hi@ocochi.com. Please provide your order number and reason for return. We will then provide you with your returns label and any next steps
5. Contact Questions
How can I contact customer service?
Phone
For any queries, please contact: 949-680-0730
For any product, order or refund enquiries please contact: help@ocochi.com
For all press, partnership or wholesale enquiries please contact: hi@ocochi.com
For direct communication with the founders please contact: wendy@ocochi.com or jessica@ocochi.com
Live Chat
Our live chat is available Monday - Friday, between 9am - 5pm CDT. Simply click the help button in the bottom right of your screen to start an enquiry. If you're trying to contact us outside of these hours, please reach out via email.
Social
Reach out on Instagram, Facebook or LinkedIn - we're always happy to talk.