FAQ

Frequently asked questions - Placing an order

How do I unsubscribe from your newsletters?


We´re really sorry to see you go! To unsubscribe from our newsletters, click the unsubscribe button on any of our newsletters, or alternately you could go to MY ACCOUNT, click on the subscriptions and change your preference.





FAQ - Shipping and delivery

Can I change my delivery address after I have placed my order?


YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately, our Customer Services Team will happily assist you.




Can I purchase Vat Free when buying for my company?


Ocean Devil is an Israeli Company and charges VAT only from Israeli companies. Any company whihc is registered outside the of Israel will not be charge VAT.




To which countries do you ship to?


Worldwide! If your country cannot be selected as delivery country on the check out page (shipping to), please contact us. We will happily double check if we are able to ship to your country. Please keep in mind, that a few of our brands are not authorized to be sent to particular countries.




How can I track my order?


Once your order has been dispatched, you will receive your tracking information per e-mail.




How long does the delivery take?


We offer a great range of items, most of them are in our stock and others must be ordered on demand. When selecting an item, there will be an estimated delivery date shown. The estimated delivery date is calculated by product availability and shipping time. Thus, the estimated delivery date is calculated by our experience with each supplier and chosen courier. If you order several items in one order, the estimated delivery date will be calculated by availability of all of them.

The estimated delivery date has been calculated as per availability of all items from your order. The taken time from dispatch to delivery depends on the courier service you select at the checkout.

Please keep in mind that the estimated delivery date is only a reference, as it is determined by product availability, courier’s availability as well as payment.
We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. We kindly apologize and appreciate your patience.




How much costs the delivery?


Our shipping fees are calculated by weight and volume, by adding any item to the basket, the respective shipping fees are shown.




How will my parcel be delivered?


When placing an order, you can choose your delivery option once all items have been added to the basket. We will ship your order with the selected courier and you will receive any tracking information per mail.




What happens if I am not at home when my delivery arrives?


To ensure the safe delivery of your parcel, the courier company needs a signature to confirm successful delivery. If there is nobody to receive the parcel, the driver will either attempt a new delivery, deposit your parcel at a neighbor or take your parcel to be securely held at the local Post Office or Depot.

If you have not received your parcel, the driver should have left a card stating the location of your parcel. Please follow the instructions left by the driver.

In case you cannot locate the card, please contact the following phone numbers stating your parcel number:
- Parcel Force (United Kingdom): +44 2476213455
- Royal Mail (United Kingdom): 0345 611 3425 or e-mail: onlinepostage@royalmail.com
- USPS (USA): 877-569-6614 or e-mail: fast@usps.gov
- DHL (Worldwide): http://www.dhl.com/en/contact_center/contact_express.html

For all other countries, please contact your local post office.




What happens when my order has been returned because it has not been delivered?


We may have the parcel returned to us because the courier was unable to deliver the parcel to your address.

If the parcel could not be delivered within 2 weeks, it will be returned to us. If we receive your parcel returned, it may be for the following reasons:

- The address is incorrect.
- No one has been able to pick up the parcel during the 2 week period at the collection point.
- The parcel has been refused by the customer




Can I send the order to a different address than the billing address? (For example if I want to send a gift to a friend from another city)


Unfortunately it is not possible. When placing the order you must indicate the Recipient´s Name and Address. The invoice will indicate the details of the recipient. In addition, for customs subjects, the order has to be made under the Recipient´s Name and Address and in the local currency of the destination country. All fields required in the process of purchase have to be filled out with the recipient´s details.




Is it possible to cancel an order when it has already been sent to you?


Once the parcel has been shipped to the customer, there´s no way to stop it. Shipping companies come every day to pick up all the parcels for customers at 7AM and 5PM (Central European Time). All the orders placed before this time will be shipped and we are unable to stop them. If you want to cancel an order before it has been shipped to you, we´ll refund the money you paid for the products including shipping costs.




Do you ship to PO Boxes or Military APO/FPO addresses?


We are sorry but we cannot ship to A.P.O. Military address or P.O Boxes and Hotels, as to ensure the safe delivery of your parcel, our transport partners require a physical street address to be provided along with a telephone number. A signature on file is needed for a successful delivery.




Will my order be shipped if there is an item out of stock?


Case 1: when placing your order:

Before finishing your order, in the product page and in the shopping basket, we indicate the approximate date of delivery of your order in your home address.

Case 2: when preparing your parcel:

If your order has all the items available and when preparing your order we found a stock error, we will send you the items we have and we will refund the money of the missing item.





FAQ - Returns and refunds

When can I return my product?


OceanDevil gives you the right to return your purchased item/s without having to give a reason, at any time within 30 days beginning the day after the day on which you received the goods. You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). Please find all further information here in Termand Conditions https://www.oceandevil.com/terms-conditions




Are there some items I cannot return?


YES! Any customized items (as for example: Handels Ingravings, gloves, Costoms Rods or Luers, etc.) cannot be returned or exchanged. Any other product can be returned within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging).




Can I return unsuitable items and is it free?


Unsuitable items can only be returned in an unworn/unused state. Please securely wrap your parcel and send to the address below. We do not pay for return postage in this case; this will be at your own cost.

Please remember that the products are your responsibility, as a customer, until they reach us. For your own protection, we recommend that you send any returns by a postal/courier service that provides insurance for the value of the goods, a dispatch certificate or document and a signed proof of delivery. Please retain your Certificate of Posting and hold onto it until you have received your refund from us. You will be refunded by the payment method used for your original purchase. Please find all further information here: https://www.oceandevil.com/shipping-returns




When do I know that you have received my return?


The taken time from sending your parcel until it arrives at our warehouse depends on the courier service you select for your return. Of course, we will directly inform you per mail, once your return has been proceeded. You can always ask your courier service about the whereabouts of your shipping.




How do I return an item for a refund?


You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). Please find all further information here: How do I return an item for a refund? https://www.oceandevil.com/shipping-returns




What should I do if I receive the wrong item?


We do everything in our power to ensure that you receive the items you have purchased, but if you have received a wrong item, pleasecontact us at Info@oceandevil.com and we will assist you emiditaly.




What should I do if I receive a damaged item?


We do everything in our power to ensure that your goods arrive in perfect conditions, but if there is a problem with faulty or damaged goods during shipping, please contact us at info@oceandevil.com and send pictures of the damage along with discription. We might request the Item to be sent back to us so plase make sure you hold on to it till further instraction are given to you by our team.




How do I prepare my parcel for return?


Please return items in their original packaging. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box and be returned in perfect conditions (unused, with labels, in original packaging). Please use a new parcel/packaging to make sure that no labels or duct tape will be attached on the original product packaging. Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label.

Once your return is received and inspected by our Returns department, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 10 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Of course, we will directly inform you per mail, once your refund has been proceeded. Please find all further information here: https://www.oceandevil.com/shipping-returns




How will I receive my refund?


Once your return has been processed, we will refund you and send you a confirmation email. We will refund the amount according to the payment method that you have used when ordering. You will receive the money in your account between 4 and 10 days approximately depending on the payment method used when placing your order and your bank.





If for any reason you no longer have this packaging and you would like to return an item, please contact us in advance.

Please return items in their original packaging. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box and be returned in perfect conditions (unused, with labels, in original packaging).





FAQ - Payment and pricingestions

Can I change my delivery address after I have placed my order?


YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately, our Customer Services Team will happily assist you.




Can I purchase Vat Free when buying for my company?


Ocean Devil is an Israeli Company and charges VAT only from Israeli companies. Any company whihc is registered outside the of Israel will not be charge VAT.




To which countries do you ship to?


Worldwide! If your country cannot be selected as delivery country on the check out page (shipping to), please contact us. We will happily double check if we are able to ship to your country. Please keep in mind, that a few of our brands are not authorized to be sent to particular countries.




How can I track my order?


Once your order has been dispatched, you will receive your tracking information per e-mail.




How long does the delivery take?


We offer a great range of items, most of them are in our stock and others must be ordered on demand. When selecting an item, there will be an estimated delivery date shown. The estimated delivery date is calculated by product availability and shipping time. Thus, the estimated delivery date is calculated by our experience with each supplier and chosen courier. If you order several items in one order, the estimated delivery date will be calculated by availability of all of them.

The estimated delivery date has been calculated as per availability of all items from your order. The taken time from dispatch to delivery depends on the courier service you select at the checkout.

Please keep in mind that the estimated delivery date is only a reference, as it is determined by product availability, courier’s availability as well as payment.
We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. We kindly apologize and appreciate your patience.




How much costs the delivery?


Our shipping fees are calculated by weight and volume, by adding any item to the basket, the respective shipping fees are shown.




How will my parcel be delivered?


When placing an order, you can choose your delivery option once all items have been added to the basket. We will ship your order with the selected courier and you will receive any tracking information per mail.




What happens if I am not at home when my delivery arrives?


To ensure the safe delivery of your parcel, the courier company needs a signature to confirm successful delivery. If there is nobody to receive the parcel, the driver will either attempt a new delivery, deposit your parcel at a neighbor or take your parcel to be securely held at the local Post Office or Depot.

If you have not received your parcel, the driver should have left a card stating the location of your parcel. Please follow the instructions left by the driver.

In case you cannot locate the card, please contact the following phone numbers stating your parcel number:
- Parcel Force (United Kingdom): +44 2476213455
- Royal Mail (United Kingdom): 0345 611 3425 or e-mail: onlinepostage@royalmail.com
- USPS (USA): 877-569-6614 or e-mail: fast@usps.gov
- DHL (Worldwide): http://www.dhl.com/en/contact_center/contact_express.html

For all other countries, please contact your local post office.




What happens when my order has been returned because it has not been delivered?


We may have the parcel returned to us because the courier was unable to deliver the parcel to your address.

If the parcel could not be delivered within 2 weeks, it will be returned to us. If we receive your parcel returned, it may be for the following reasons:

- The address is incorrect.
- No one has been able to pick up the parcel during the 2 week period at the collection point.
- The parcel has been refused by the customer




Can I send the order to a different address than the billing address? (For example if I want to send a gift to a friend from another city)


Unfortunately it is not possible. When placing the order you must indicate the Recipient´s Name and Address. The invoice will indicate the details of the recipient. In addition, for customs subjects, the order has to be made under the Recipient´s Name and Address and in the local currency of the destination country. All fields required in the process of purchase have to be filled out with the recipient´s details.




Is it possible to cancel an order when it has already been sent to you?


Once the parcel has been shipped to the customer, there´s no way to stop it. Shipping companies come every day to pick up all the parcels for customers at 7AM and 5PM (Central European Time). All the orders placed before this time will be shipped and we are unable to stop them. If you want to cancel an order before it has been shipped to you, we´ll refund the money you paid for the products including shipping costs.




Do you ship to PO Boxes or Military APO/FPO addresses?


We are sorry but we cannot ship to A.P.O. Military address or P.O Boxes and Hotels, as to ensure the safe delivery of your parcel, our transport partners require a physical street address to be provided along with a telephone number. A signature on file is needed for a successful delivery.




Will my order be shipped if there is an item out of stock?


Case 1: when placing your order:

Before finishing your order, in the product page and in the shopping basket, we indicate the approximate date of delivery of your order in your home address.

Case 2: when preparing your parcel:

If your order has all the items available and when preparing your order we found a stock error, we will send you the items we have and we will refund the money of the missing item.





FAQ - Changing or canceling orders

When can I return my product?


OceanDevil gives you the right to return your purchased item/s without having to give a reason, at any time within 30 days beginning the day after the day on which you received the goods. You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). Please find all further information here in Termand Conditions https://www.oceandevil.com/terms-conditions




Are there some items I cannot return?


YES! Any customized items (as for example: Handels Ingravings, gloves, Costoms Rods or Luers, etc.) cannot be returned or exchanged. Any other product can be returned within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging).




Can I return unsuitable items and is it free?


Unsuitable items can only be returned in an unworn/unused state. Please securely wrap your parcel and send to the address below. We do not pay for return postage in this case; this will be at your own cost.

Please remember that the products are your responsibility, as a customer, until they reach us. For your own protection, we recommend that you send any returns by a postal/courier service that provides insurance for the value of the goods, a dispatch certificate or document and a signed proof of delivery. Please retain your Certificate of Posting and hold onto it until you have received your refund from us. You will be refunded by the payment method used for your original purchase. Please find all further information here: https://www.oceandevil.com/shipping-returns




When do I know that you have received my return?


The taken time from sending your parcel until it arrives at our warehouse depends on the courier service you select for your return. Of course, we will directly inform you per mail, once your return has been proceeded. You can always ask your courier service about the whereabouts of your shipping.




How do I return an item for a refund?


You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). Please find all further information here: How do I return an item for a refund? https://www.oceandevil.com/shipping-returns




What should I do if I receive the wrong item?


We do everything in our power to ensure that you receive the items you have purchased, but if you have received a wrong item, pleasecontact us at Info@oceandevil.com and we will assist you emiditaly.




What should I do if I receive a damaged item?


We do everything in our power to ensure that your goods arrive in perfect conditions, but if there is a problem with faulty or damaged goods during shipping, please contact us at info@oceandevil.com and send pictures of the damage along with discription. We might request the Item to be sent back to us so plase make sure you hold on to it till further instraction are given to you by our team.




How do I prepare my parcel for return?


Please return items in their original packaging. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box and be returned in perfect conditions (unused, with labels, in original packaging). Please use a new parcel/packaging to make sure that no labels or duct tape will be attached on the original product packaging. Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label.

Once your return is received and inspected by our Returns department, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 10 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Of course, we will directly inform you per mail, once your refund has been proceeded. Please find all further information here: https://www.oceandevil.com/shipping-returns




How will I receive my refund?


Once your return has been processed, we will refund you and send you a confirmation email. We will refund the amount according to the payment method that you have used when ordering. You will receive the money in your account between 4 and 10 days approximately depending on the payment method used when placing your order and your bank.





If for any reason you no longer have this packaging and you would like to return an item, please contact us in advance.

Please return items in their original packaging. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box and be returned in perfect conditions (unused, with labels, in original packaging).





FAQ - Other useful information

How do I unsubscribe from your newsletters?


We´re really sorry to see you go! To unsubscribe from our newsletters, click the unsubscribe button on any of our newsletters, or alternately you could go to MY ACCOUNT, click on the subscriptions and change your preference.





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