Shipping & Returns

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.

 Damaged Packaging or Product on 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.

Returns

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
• Please also read here about our custom made program and why we choose to custom make some of our products
• 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.

For more information, take a look at our FAQs.

Problem with your order? Please contact our customer service department at hi@ocochi.com - we can help with any problem!

Returns for Bedding Bundles