Shipping policy
OZELI Shipping & Delivery Policy
Last updated: September 2026
At OZELI, we aim to make delivery as straightforward and reliable as possible. This Shipping & Delivery Policy explains how orders are processed, shipped and delivered.
This policy should be read together with our Terms of Service and Returns & Refunds Policy.
Nothing in this policy excludes, restricts or modifies any consumer right that cannot legally be excluded under applicable law.
1. Where We Ship
OZELI offers international shipping to supported destinations worldwide.
Shipping availability may depend on the product, destination, carrier availability, customs restrictions and other logistical factors.
If we are unable to ship a particular product to your location, this will normally be indicated during checkout or we will contact you after receiving your order.
If we cannot fulfil an order to your destination and payment has already been collected, the affected item or order will be refunded.
2. Processing Times
Orders require processing before shipment.
Processing times may vary depending on the product, warehouse, supplier, order volume and destination.
Estimated processing or delivery information displayed on our website is provided in good faith based on information reasonably available to us.
Processing time is separate from shipping/transit time.
During periods of unusually high demand, holidays, product launches or other exceptional circumstances, processing may take longer.
Where applicable law requires delivery within a particular period, your statutory rights remain unaffected.
3. Estimated Delivery Times
Estimated delivery times may be displayed on the product page, during checkout, in your order confirmation or through tracking information.
Unless expressly stated otherwise, delivery dates and timeframes are estimates rather than guaranteed delivery dates.
Actual delivery times may vary depending on factors including:
- Destination country;
- Shipping method;
- Carrier;
- Customs clearance;
- Local postal services;
- Warehouse location;
- Weather;
- Public holidays;
- Transportation disruptions;
- Peak shopping periods; and
- Other circumstances outside our reasonable control.
We will not use this provision to avoid obligations imposed by applicable consumer law regarding timely delivery.
4. Shipping Costs
Shipping charges, where applicable, will normally be displayed during checkout before you complete your purchase.
Shipping costs may vary depending on:
- Destination;
- Product size;
- Product weight;
- Warehouse location;
- Shipping method; and
- Carrier.
Where free shipping is offered, any applicable conditions will be displayed with the relevant offer.
5. International Shipping
OZELI ships internationally using available carriers and fulfilment partners.
International shipments may pass through multiple logistics providers before reaching their final destination.
Tracking updates may occasionally pause while a package is:
- In international transit;
- Transferred between carriers;
- Awaiting customs processing; or
- Being transferred to a local delivery service.
A temporary lack of tracking updates does not necessarily mean that a shipment has been lost.
6. Customs, Import Duties & Taxes
International orders may be subject to customs duties, import taxes, VAT, brokerage fees or other charges imposed by the destination country.
Where these charges are collected by OZELI during checkout, this will be reflected in the amount charged.
Where duties, taxes or import charges are not collected during checkout, the customer may be required to pay them directly to the relevant customs authority, carrier or other organization where permitted by applicable law.
OZELI does not control independently imposed customs charges.
Customers are responsible for ensuring that products they order can legally be imported into their destination country.
We will not intentionally misdeclare the value, contents or nature of a shipment to avoid customs charges.
Nothing in this section transfers a tax, customs or disclosure obligation to a customer where applicable law requires OZELI to bear that obligation.
7. Customs Delays
International shipments may be inspected or delayed by customs authorities.
Customs clearance times are outside OZELI's direct control and can vary considerably between countries and individual shipments.
If customs requires information from you to release a shipment, please provide the requested information within a reasonable period.
Where a customs issue arises because of an error by OZELI or our fulfilment partners, we will work to resolve the issue.
Your mandatory consumer rights concerning delayed or failed delivery remain unaffected.
8. Tracking Information
Where tracking is available, customers will normally receive tracking information after the order has been shipped.
Please allow time for the carrier's tracking system to update after shipment.
Tracking may not update continuously during international transit.
In some circumstances, the original tracking number may be replaced or supplemented by a local tracking number after the shipment enters the destination country.
9. Multiple Packages & Fulfilment Locations
Products in the same order may occasionally be stored in different warehouses or fulfilled by different logistics partners.
As a result, a single order may arrive in multiple packages and on different dates.
You will not be charged additional shipping fees after checkout solely because we choose to fulfil an order in multiple packages, unless additional charges were expressly agreed with you.
If part of your order arrives before another part, this does not necessarily mean that the remaining products are missing.
Where available, separate tracking information may be provided for each shipment.
10. Third-Party Fulfilment
OZELI may work with third-party warehouses, manufacturers, suppliers and fulfilment partners to store, package and ship products.
As a result, a package may be dispatched from a warehouse or fulfilment centre operated by one of our partners rather than directly from an OZELI-owned facility.
The name or return address appearing on a shipping label may therefore differ from the OZELI trading name.
This does not affect your contractual relationship with OZELI or any mandatory consumer rights applicable to your purchase.
For returns, please follow the instructions provided by OZELI rather than automatically sending an item to the address printed on the original shipping label.
11. Delivery Addresses
Customers are responsible for providing complete and accurate shipping information when placing an order.
Please check your:
- Full name;
- Street address;
- Building or house number;
- Apartment or unit number;
- Postal or ZIP code;
- City;
- State, province or region where applicable;
- Country; and
- Contact information
before submitting your order.
12. Address Changes
If you discover an error in your shipping address, contact us as soon as possible.
We will make reasonable efforts to update the address if the order has not yet entered fulfilment.
However, once an order has been processed or shipped, we cannot guarantee that the delivery address can be changed.
Customers should therefore carefully verify their address before completing checkout.
13. Incorrect Addresses
If a package cannot be delivered because the customer supplied an incorrect or incomplete address, we will attempt to assist where reasonably possible.
If the package is returned to us or our fulfilment partner, we may offer reshipment or a refund where appropriate.
Where permitted by applicable law, reasonable shipping, return-shipping or carrier costs caused by an incorrect address supplied by the customer may be deducted from a voluntary refund or charged before reshipment.
This does not apply where the address error was caused by OZELI.
14. Unclaimed & Refused Deliveries
Customers are responsible for collecting packages where a carrier requires collection or arranging redelivery where appropriate.
If a shipment is returned because the customer:
- Failed to collect it;
- Repeatedly failed to accept delivery;
- Refused the package without exercising an applicable legal right; or
- Failed to respond to reasonable carrier requests,
reasonable costs associated with the failed delivery or return may be deducted from a voluntary refund where permitted by law.
This does not limit statutory cancellation, withdrawal or other consumer rights.
15. Lost Packages
If your package has not arrived and the estimated delivery period has passed, please contact OZELI.
We may investigate the shipment with the carrier, warehouse or fulfilment partner.
Depending on the circumstances, this investigation may include reviewing:
- Tracking records;
- Carrier delivery information;
- Delivery scans;
- Shipping addresses;
- Fulfilment records; and
- Other relevant information.
Where an order is determined to have been lost before delivery and OZELI remains responsible under applicable law, we will provide an appropriate remedy, which may include replacement or refund.
16. Tracking Shows Delivered but Package Cannot Be Found
If tracking shows that your package was delivered but you cannot locate it, please:
- Check the delivery location carefully;
- Check with other members of your household;
- Check with neighbours or building reception where appropriate;
- Check for a carrier delivery notice; and
- Contact OZELI if the package remains missing.
We may open an investigation with the carrier.
Carrier tracking information may be considered as evidence during the investigation, but a "delivered" scan will not automatically override any mandatory consumer rights applicable to the transaction.
17. Damaged Packages
If your order arrives visibly damaged, please document the condition of the package and product as soon as reasonably possible.
We recommend keeping:
- The product;
- Original packaging;
- Shipping box;
- Shipping label;
- Protective materials; and
- Photographs or video showing the damage.
Please contact OZELI and provide your order number together with reasonable evidence of the damage.
Where damage occurred during shipping and OZELI is responsible, we will provide the remedy required under our Returns & Refunds Policy and applicable law.
18. Missing Items
If your order arrives with an item or component missing, first check whether your order has been divided into multiple shipments.
If all shipments have been delivered and something is still missing, contact us.
We may request photographs of the package, contents, shipping label and other reasonable information to investigate the issue.
Where we confirm that an item was omitted from your shipment, we will provide an appropriate remedy.
19. Incorrect Products
If you receive a product different from the one you ordered, please contact us rather than using or disposing of the item.
We may request photographs or other reasonable evidence to verify the error.
Where OZELI or our fulfilment partner sent the incorrect product, we will provide the appropriate remedy and cover return costs where required under applicable law.
20. Delivery Delays
Although we aim to deliver orders within the estimated timeframe, delays may occasionally occur.
Possible causes include:
- Customs processing;
- Carrier disruptions;
- Severe weather;
- Natural disasters;
- Strikes;
- Transportation interruptions;
- Border delays;
- Public holidays;
- Unusually high order volumes;
- Local delivery disruptions; or
- Other circumstances outside our reasonable control.
We will make reasonable efforts to assist with materially delayed orders.
Nothing in this policy limits a customer's statutory rights where goods are not delivered within the timeframe required by applicable law.
21. Orders Containing Multiple Products
When multiple products are ordered together, they may be dispatched separately.
Different products may therefore:
- Have different tracking numbers;
- Be shipped by different carriers;
- Originate from different warehouses; and
- Arrive on different dates.
Please check all tracking information associated with your order before reporting an item as missing.
22. Delivery Restrictions
Certain products may not be available for delivery to every country or region because of:
- Carrier limitations;
- Product restrictions;
- Import laws;
- Size or weight restrictions;
- Warehouse availability; or
- Other logistical or legal restrictions.
We reserve the right to decline an order that we cannot legally or reasonably deliver.
If we cancel an order for this reason after collecting payment, the affected amount will be refunded.
23. Fraudulent Delivery Claims
OZELI reserves the right to investigate suspected fraudulent delivery claims.
We may review relevant carrier information, tracking records, order information and other reasonable evidence when investigating a claim.
We may reject a fraudulent claim where there is sufficient evidence that the claim is false, subject to applicable law.
Nothing in this section removes legitimate statutory rights or permits us to reject a genuine claim solely because carrier tracking states that an order was delivered.
24. Shipping & Returns
Please do not automatically send a return to the warehouse, supplier or address displayed on the original shipping package.
Returns may need to be sent to a different designated location.
Contact OZELI and follow the instructions in our Returns & Refunds Policy before returning a product.
Unauthorized returns may result in processing delays.
25. Delivery Responsibility & Consumer Rights
The point at which responsibility for goods passes from OZELI to the customer depends on applicable law.
Nothing in this Shipping Policy is intended to make a consumer responsible for loss or damage during shipping earlier than permitted by applicable consumer protection law.
Where mandatory law requires OZELI to remain responsible until the goods are physically received by the customer or a person designated by them, that requirement will apply.
26. International Consumer Rights
Because OZELI sells internationally, shipping and delivery laws vary between jurisdictions.
Customers may have mandatory rights concerning:
- Delivery deadlines;
- Lost shipments;
- Damaged goods;
- Cancellation;
- Refunds;
- Import charges; or
- Other delivery-related matters.
Nothing in this policy excludes or restricts a right that cannot legally be excluded.
Where mandatory consumer law applicable to your purchase provides stronger protection than this policy, the mandatory law will apply.
27. Contact Us
If you have questions about shipping or need assistance with an order, please contact:
OZELI
Email: [INSERT CUSTOMER SERVICE EMAIL]
Website: [INSERT WEBSITE]
Please include your order number when contacting us about an existing shipment so that we can assist you as quickly as possible.