Shipping policy
Effective date 2 October 2026. Contact ohtradeuk@gmail.com for delivery questions. This policy applies to trade and consumer orders; statutory consumer rights take priority.
Destinations charges and timing
We offer standard delivery to UK mainland addresses. Contact us before ordering for destinations outside UK mainland; availability and charges must be agreed separately.
Standard UK mainland delivery costs £10 excluding VAT for orders below £200 excluding VAT. Standard delivery is free for orders of £200 excluding VAT or more. The threshold is based on the goods subtotal after discounts and before delivery charges. VAT on delivery is shown at checkout. For an order subject entirely to 20% VAT, the £10 charge is £12 including VAT. Delivery charges for customised products are quoted according to each order and agreed before purchase; the standard free-delivery threshold does not apply to customised delivery unless expressly agreed.
Delivery normally takes 5–7 working days unless a different timeframe is specified on the product page or agreed with you before ordering. Working days are Monday to Friday excluding relevant bank holidays. Any custom-order lead time is confirmed separately. An estimate is not a guaranteed appointment; any guaranteed service must be expressly confirmed.
Receiving your order
Provide an accurate address, postcode, contact number and access instructions. Tell us about stairs, restricted roads, loading restrictions or booked delivery slots before ordering. Any special delivery or unloading arrangements must be agreed before we accept your order. Installation, unpacking and internal positioning are included only if expressly agreed.
We may send an order in more than one shipment, with no extra delivery fee unless agreed beforehand. We will explain any back-order delay and available options.
Damage shortages and missing parcels
Please check the outer packaging and count the cartons on arrival. If practical, note visible damage on the delivery record and photograph the packaging, labels and affected products. Please report damage, wrong goods or shortages through the return request in your customer account, or email ohtradeuk@gmail.com within 7 calendar days of delivery so we can investigate quickly. Keep packaging where safe and practical. This request is not a deadline that removes legal rights; signing for a parcel does not confirm that concealed goods are undamaged.
Do not use chipped or broken food-contact products. Contact us before returning broken goods so we can arrange safe collection or disposal. We handle courier enquiries for deliveries we arrange; you do not have to recover compensation from our courier yourself. For missing parcels, contact us promptly with your order number.
Failed delivery and delay
If delivery fails because nobody is available or the address is incorrect, contact us to arrange the next step. We may charge a reasonable, disclosed redelivery cost attributable to your failure to meet agreed arrangements. We will confirm it before rebooking. We do not charge you for failures caused by us or our carrier. We will not leave fragile goods unattended without agreed instructions.
For consumers, we deliver without undue delay and within 30 days unless a different period was agreed. If we miss an essential agreed deadline, refuse delivery, or fail to deliver within an appropriate additional period you give us, you may end the contract as the law permits and receive reimbursement without undue delay. Please tell us before ordering if a date is essential. Contact us if a quoted date passes; tracking alone does not resolve a delivery complaint.