Buyer FAQs

What happens when I buy more than one product?

If more than one product is purchased at the same time, then they may arrive separately, and payments may also be debited from your account separately. 

How do I contact the Seller?

If you are a registered user, you can use the ‘contact the Seller’ link on the item or profile page. Registered buyers can find the Seller’s email address in the ‘thank you for your order’ email. 

What if my products don’t arrive?

Please contact the Seller directly to discuss and resolve non-arrival issues. OwlOnline does not handle any posting, returns or refunds for products.

Who posts my items?

Sellers will post items to your designated address. OwlOnline does not make any products and does not post items on behalf of Sellers. 

Who uploads content to the website?

The content uploaded onto the marketplace is by independent Crafters and Sellers. They are not employees, agents, or representatives of OwlOnline.

When will my products arrive?

Sellers are responsible for dispatching sold items to you promptly. Please liaise with the Seller directly with regard to arrival of products. Please also be aware that as the products are either hand-made or hand-crafted they may take a little more time than expected to arrive, particularly at times of peak demand. 

Why can’t I buy a specific item?

Please check that: –

  • The item is for sale. The item may have sold out, in which case please contact the Seller direct.
  • You may have exceeded the quantity available, so check to see how many are left and reduce the quantity. If you would like more then please contact the Seller direct.
  • Does the Seller post to your country? If not, then contact the Seller direct for an update.
  • Perhaps your order has already been confirmed, double check your inbox. If it has, then you would have received an automatic email.

What if the product I would like is out of stock?

Please click on the “Contact Seller” button to send the Seller a message. We cannot guarantee that products will be in stock so suggest you ask the Seller direct to find out if/when a product will be available.

Why is the ‘Pay Now’ link not working?

If the ‘pay now’ link is greyed out, it means that there may just be a field that has not been completed. Don’t forget to complete all the boxes, including choosing a county/state from the menu.

Can I place an order if there are payment issues?

If you are having issues with payment, then that’s fine you can still place the order. Please contact the Seller direct via the contact form on the Seller’s shop page.

How do I cancel my order?

You may cancel your order and return items direct to the Seller for a refund, even if the item is not faulty. To do this contact the individual Seller, in writing, within 14 days of receiving your item(s). 

The Seller can organise your refund, or cancel the order if it’s not been paid for.

To contact the Seller, click the ‘Contact’ link at the top of their shop page, or send them an email. Their email address is on your confirmation of order email, and the notification of posting email. 

When contacting the Seller, please state all the order details or copy and paste the form below, fill in the details and send.  

To: – (Sellers’s name and email).

Please cancel my order for: – (Items ordered and how many).

Date ordered: –

Date received: –

My reason for cancelling is: –

My name and email address are: – 

My postal address is: –

Today’s date: –


Unless the goods are faulty, you are responsible for the return postage costs. Please ensure you keep a “proof of posting” document. The Seller may deduct money from the refund if the item shows evidence of being used, which would reduce its value.

In the rare event of a shop not delivering the goods, we recommend that you cancel the order and request a refund from the Seller. If the Seller is unresponsive or non-compliant, you should claim a refund through your bank if you paid by card (ask them about Chargeback). 

My item has arrived faulty/I didn’t order this item, what do I do?

Please contact the Seller directly – they will endeavour to rectify all problems as soon as they can.

What do I do if the Seller doesn’t reply to my emails?

If the Seller has not replied after you have sent several emails or you no longer have your confirmation email order, please let us know and we will do our best to help. But please remember your contract is with the Seller not OwlOnline. 

If they do not respond in a reasonable amount of time, you may claim for a refund.

What happens if my products are bespoke or personalised?

If products are bespoke, i.e., name, picture or similar needs to go onto product – this list is not exhaustive, the Seller will contact you direct for personalisation details.

How secure is the payment checkout?

Our checkout pages have an SSL certificate which means the pages are encrypted and secure. 

The payment gateway is with Stripe, one of the leading online payment providers. Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry. Read more here

We never see any of your credit card information, and you do not need to create an account to check out. 

What happens if I have any issues?

Buyers and Sellers are required to liaise between themselves with regard to any issue that may arise, which could include the following (this list is not exhaustive):

  • Posting returns or refunds for products.
  • Products being delivered to the incorrect address.
  • Non-arrival of items.
  • Colour not as indicated.
  • Wrong size.
  • Description incorrect.
  • Damaged products.
  • Any other issues between the Buyer and the Seller are to be resolved between the Buyer and the Seller direct. OwlOnline takes no responsibility.

How is OwlOnline involved?

You are buying directly from an individual Seller who is usually also the designer of the product (unless they are a commercial supply Seller).

We provide a platform or marketplace, but do not manufacture goods, hold inventory, or post items on behalf of our Sellers. The content uploaded onto the marketplace is generated by independent Sellers who are not employees, agents, or representatives of OwlOnline. Sellers are responsible for ensuring they have all necessary rights to their content and that they are not infringing or violating any third party’s rights by posting it.

OwlOnline is a brand name of Owl Enterprises Ltd.