Important information – Coronavirus *Update*
The health, safety and well being of all our customers, team members & business partners is our main priority. We will do everything in our power & take the correct steps that are needed to keep our customers, team members & business partners safe.
At this present moment in time Owncharacter is still operating as normal, but due to the current circumstances please be aware that delivery times may vary.
Our social media channels will continue to operate as usual, we will keep you regularly updated via our website & social media channels, we will give you the latest information into what is happening in the current situation.
Stay safe guys
Delivery Times & Updates:
Due to the recent global crisis we are experiencing a 3-4 delay processing orders, we are now back in the studios fully. So we will be back to normal very soon 🙂
Facebook Messenger Response times:
Between 9:00AM – 1:00PM Monday – Friday Our customer reps will be online ready to reply to your Queries, messages will still be replied to after the 1:00PM however replies can take up to 24 hours.
Hopefully when social distancing rules ease we can improve these times.
Email responses should take 24 hours, there has been slight delays with responses. But 24 hours is the time limit we place on replies.
Courier services being used:
HermesUK & RoyalmailUK
* When an item is marked as completed this means your order has been processed & dispatched. (Your order is on it’s way to you)*
(Use this promo-code to receive free shipping plus 10% off your next order Valid in UK only
Domestic orders (United Kingdom)
Items ordered via our discount/freeshipping code will be sent via second class recorded delivery services. These orders typically take 3-4 days to process. But please allow up a week when using this the free shipping method
International orders (Europe & Rest Of The World)
(To gain free-shipping if you are in Europe or Rest of the world, spend over £50.00 in our store)
Items ordered via our discount/freeshipping code will be sent via second class recorded delivery services. These orders typically take 4-5 days to process. But please allow up a 10 working when using this the free shipping method
Thank you for understanding 😊
Shipping & Returns
(Courier change we now use HermesUK to deliver parcels)
We currently offer Hermes delivery. When an order is placed we promptly deal with it on the same day. Orders are typically delivered within 1 – 2 working days (This may vary to 2-3 days due to high order volumes) but we can not be held accountable for the actions of the royal mail. Please wait 7 days before contacting us about your order.
Shipping Cost: £4.50
We ship Worldwide
For customers outside the UK but within Europe we charge the following
Royal Mail EU Signed For Delivery: 3 – 5 Days / £12.00
For the rest of the world delivery is as follows
Royal Mail International Signed For Delivery: 3 – 7 Days / £15.00
Returns & Replacements
If your order is damaged or not the intended item contact us within 14 days to authorise a return to our office ( Via email firstname.lastname@example.org) . When the item is returned we will refund you the cost of the delivery and exchange your item. If you are not happy with your product, contact us within 14 days to authorise a refund.
You must send the product in a saleable condition un damaged. We do not refund the postage on items you are not happy with.
With in your package, there should be an A4 piece of paper explaining hassle free exchanges & returns. (If you have not received your A4 Sheet email email@example.com).
Returns made easy
Stage 1: Ordering the goods
Stage 2: Signing for recorded delivery
Stage 3: Item doesn’t fit correctly ….. Need to change the size ( Or a different reason)
Stage 4: fill out returns sheet ( If you have no returns sheet write a brief note explaining the problem) place this in with the package, include PayPal address so we can credit your postage back to your account. If you paid with debit/credit card email us so we can arrange a postal credit.
Send the item(s) back to: Own Character Offices, Elite House, Grantly Way, Wakefield, WF1 4PY
Stage 5: Send an email to firstname.lastname@example.org explaining you have already or you want to return an item ( wait 24 for an response, we normally reply straight way) we will then process your exchange or refund on our side 2 working days after we receive it.
If you paid with Debit/Credit card refunds take 5 working days to show back into your account.
If you paid with Paypal refunds credit instantly back into your account.
*All our products are made to order, you can only purchase our products from our website & ASOSmarketplace*