Shipping policy

Effective Date: 15th July 2026

1. Shipping Destinations

We currently ship to addresses within the United Kingdom. International shipping may be available upon request—please contact us at orders@oume.store to enquire about shipping to your location.

2. Order Processing

Orders are processed within 1-2 business days (Monday–Friday, excluding UK bank holidays). Orders placed after 12:00pm will be processed the following business day. You will receive an order confirmation email once your order has been placed, followed by a shipping confirmation email with tracking information once your order has been dispatched.

3. Shipping Methods & Carriers

We partner with trusted courier services to ensure your Oumé products arrive in optimal condition. All chocolate products are shipped using temperature-controlled or expedited methods to preserve product quality and prevent heat damage.

Standard shipping options:

Standard Delivery: 3-5 business days
Express Delivery: 1-2 business days

Shipping costs will be calculated at checkout based on your delivery address and selected shipping method.

4. Temperature-Sensitive Products

Our artisanal chocolate products require careful handling and temperature control. To maintain the highest quality:

All chocolate shipments are packaged with protective materials to minimize temperature fluctuation
We may delay shipment during periods of extreme heat to prevent product damage
We recommend that someone be available to receive delivery and immediately refrigerate or store products in a cool, dry place (18-22°C with 50-55% relative humidity)
Orders shipped during warmer months may include additional protective packaging

Please note: We cannot guarantee product condition if packages are left unattended in high temperatures or adverse weather conditions after delivery.

5. Order Tracking

Once your order ships, you will receive a shipping confirmation email containing your tracking number and a link to track your package. If you have not received tracking information within 3 business days of placing your order, please contact us at orders@oume.store.

6. Delivery Timeframes

Delivery timeframes are estimates and begin from the date of dispatch, not the date of order. While we make every effort to ensure timely delivery, Oumé is not responsible for delays caused by courier services, customs processing, or circumstances beyond our control (including but not limited to severe weather, industrial action, or force majeure events).

7. International Orders

For international orders (if available):

Customers are responsible for all customs duties, taxes, and brokerage fees imposed by the destination country
International delivery times vary by destination and are subject to customs clearance procedures
Oumé is not responsible for delays, seizures, or additional costs related to customs processing
Some countries prohibit or restrict the import of food products—customers are responsible for ensuring compliance with local import regulations

8. Undeliverable & Returned Packages

If a package is returned to us as undeliverable due to an incorrect address provided by the customer, the customer will be responsible for the cost of reshipping. If you need to update your shipping address after placing an order, please contact us immediately at [insert email].

Packages refused by the recipient or returned due to multiple failed delivery attempts may be subject to a restocking fee.

9. Lost or Damaged Shipments

If your order arrives damaged or is lost in transit, please contact us within 48 hours of the expected delivery date at home@oume.co with:

Your order number
Photos of any damaged packaging or products
Description of the issue

We will work with you and our courier partners to resolve the issue promptly, which may include reshipping your order or issuing a refund at our discretion.

Please note: Claims for damaged products must be made within 48 hours of delivery. We cannot accept responsibility for damage that occurs after successful delivery.

10. Address Accuracy

Please ensure that your shipping address is complete and accurate. Oumé is not responsible for orders shipped to incorrect addresses provided by the customer. Address changes cannot be guaranteed once an order has been processed and dispatched.