FAQ – Frequently Asked Questions
General Questions
Q1: What is Ocean Moss?
A: Our products consist of premium, naturally sourced Sea Moss, packed with essential minerals and vitamins to support your daily organic wellness journey.
Q2: Are your products evaluated as medicines?
A: No. Our products are purely natural dietary supplements. They are not intended to diagnose, treat, cure, or prevent any illness, and should not replace professional medical advice.
Ordering & Payments
Q3: What payment methods do you accept?
A: We accept a wide range of safe options, including Visa, Mastercard, American Express (AMEX), Discover, Diners Club, JCB, UnionPay, Apple Pay, Google Pay, and Shop Pay.
Q4: Can I change or cancel my order after placing it?
A: Yes, but you must contact us at ocean.mail@oceanmoss.co.uk within 2 hours of placing the order. Once an order is processed or handed to Royal Mail, changes cannot be made.
Shipping & Delivery
Q5: Do you charge for shipping?
A: We charge a flat shipping rate of £4.99 for all orders between £0.00 and £15.99. We offer Free Shipping on all orders of £16.00 and over within the United Kingdom.
Q6: What is your daily order cut-off time?
A: Our daily cut-off time is 2:00 PM (UK Time). Orders received before 2:00 PM are processed the same business day. Orders placed after 2:00 PM are processed the next working business day.
Q7: How long does delivery take?
A: Our order handling time is 1-2 business days, and the transit time via Royal Mail Tracked services takes an additional 3-5 business days across the UK.
Returns & Refunds
Q8: Can I return a product if it has been opened?
A: Due to strict UK health, food safety, and hygiene compliance regarding wellness supplements, we can only accept returns on items that are completely unopened, unused, and in their original sealed packaging within 30 days.
Q9: What should I do if my package arrives damaged?
A: Please inspect your order immediately. If it arrives damaged, contact us within 48 hours at ocean.mail@oceanmoss.co.uk with photos of the damaged item, and we will issue a replacement or a full refund.