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FAQ
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What Are Your UK Delivery Options?

Onogo 'Saver' Service - Non-Tracked - FREE

Orders shipped using Onogo 'Saver' Service are dispatched within 24hrs of being placed and may take 14 days to arrive. A dispatch notification will be emailed to you with an estimated delivery date. Please allow 14 days for items sent using Onogo 'Saver' Service to arrive and before notifying us of a non-delivery.
This service also extends to Northern Ireland, Highlands and Islands, also sent at no extra cost

Standard Delivery - Non-Tracked - FREE

All orders to the UK & Channel Islands sent by 'Standard Delivery' use Royal Mail 1st Class. We endeavor to dispatch all orders within 24hrs hours. Standard delivery can take 2 - 5 days to arrive. A dispatch notification will be emailed to you. (Royal Mail advise that delivery can take up to 14 days to arrive).
Channel Islands, Northern Ireland, Highlands and Islands are sent at no extra cost

Standard Tracked Delivery - FREE over £35

Striving to provide the best service online, orders over £35 will be sent using Royal Mail Signed For 1st Class automatically and at no extra cost. We endeavor to dispatch all orders within 24hrs hours & recommend 2 - 5 days for delivery. This service provides proof of delivery, but will not show the progress of your order through the postal network. A signature is required to deliver your order.

Express Shipping

Orders sent using 'Express' option use Royal Special Delivery Service. Orders must be received before 12 noon to be processed and to arrive next day. Once the order is dispatched a tracking reference will be issued, you can track the item's progress using Royal Mail Track & Trace.

Delivery of batteries to the UK

Mobile phone batteries are classified as 'dangerous goods' by The International Air Transport Association. As such they are not shipped using conventional shipping routes or carriers and can take up to 14 days to arrive. We recommend waiting as least 14 days before notifying us of a non-delivery

Express Shipping Batteries to the UK

Mobile phone batteries using express shipping are sent using DHL and can take upto 3 working days to arrive. Once the order is dispatched a tracking reference will be issued, you can track the item's progress using DHL Express Tracking facility.
We can only ship a maximum of 2 batteries per parcel. Therefore multiple battery orders will be split and priced accordingly.

What Are Your International Delivery Options?

Charges apply for international shipping, services & delivery time varies by country & product type. Delivery typically takes between 3 and 9 working days after dispatch. Your satisfaction is our main priority so if for any reason you are not satisfied with your purchase please get in touch. Most of our products can be returned within 30 days of delivery and some products have different requirements associated with them.

International Standard Delivery - Non-Tracked - £2.99

International 'Standard Delivery' orders are sent using Royal Mail '1st Class' Service . We endeavour to dispatch all orders within 24hrs hours. A dispatch notification will be emailed to you. International standard orders typically take 3 -9 days to arrive.
Europe: Delivery can take 7 - 12 days to arrive.
Rest of the World: Delivery can take 7 - 14 days to arrive.
Please allow a maximum of 20 days before enquiring about lost or missing items.

International Tracked Delivery

Striving to provide the best service online, orders over £35 will be sent using Royal Mail 'Signed For' 1st Class automatically and for just £2.99. We endeavour to dispatch all orders within 24hrs hours & typically take 3 -9 days to arrive.
Europe: Delivery can take 7 - 12 days to arrive.
Rest of the World: Delivery can take 7 - 14 days to arrive.
This service provides proof of delivery, but will not show the progress of your order through the postal network. A signature is required to deliver your order.
Please allow a maximum of 20 days before enquiring about lost or missing items.

International Express Shipping

International orders sent using 'Express' option are shipped by DHL. Orders must be received before 12 noon to be processed and dispatched same day; international express orders typically take 3 -9 days to arrive. Once the order is dispatched a tracking reference will be issued, you can track your order's progress using DHL's express tracking service.

International Express Shipping Batteries

Mobile phone batteries using express shipping are sent using DHL and can take 3 - 9 working days to arrive. Once the order is dispatched a tracking reference will be issued, you can track the item's progress using DHL's Express Tracking facility.
We can only ship a maximum of 2 batteries per parcel. Therefore multiple battery orders will be split and priced accordingly. An extra supplement is chargeable for express shipping mobile phone batteries, as these products are classified as 'dangerous goods'.

Can I Track My Order?

Standard delivery is untracked, orders exceeding £35 will be sent using royal mail ‘signed for’ service. This service provides proof of delivery, but will not show the progress of your order through the postal network.

Please use the royal mail website & tracking reference to check your order’s progress using the links below:

Royal Mail

Please allow the maximum delivery period to elapse before notifying us of your non-delivery.

When Will My Order Be Dispatched?

We endeavour to dispatch all orders within 24 Hours you will receive a confirmation email with the details of your order.

Split shipment

Don’t panic, occasionally we will separate the contents of your order due to size, weight, value or product type. The split shipments may arrive separately.

Pre-order

We endeavour to dispatch pre-order items within 24hrs of the notified arrival date. If we are unable to satisfy this dispatch date due to events outside of our control we’ll advise you at the earliest opportunity by email.
Can I Change the Delivery Address on My Order?

We’re unable to change the delivery address on your order either while pending or after dispatch. Please request a cancellation of the original order by email to support@onogo.com or call our customer services 0800292278 as soon as possible.
Please re-order ensuring the correct delivery address is full & accurate before completing your new order.

Furthermore we’re unable to redirect your order once it’s been dispatched. Please ensure it’s marked ‘return to sender’; once we process your return, we’ll issue your refund less any delivery costs

Export / Shipping Restrictions

Due to restrictions by postal carriers we’re unable to dispatch these product types to some territories, shown below. These restrictions may be subject to change without prior notification.

Europe & Rest of the World

Pressurized containers; ie pet corrector

Special Offers Promotions

Discount codes

We occasionally provide discounts or voucher codes to our customers, affiliates or partner sites. Terms & Conditions can vary, here’s some general terms:
One code can be redeemed per order
Discount codes cannot be used in conjunction with cashback, free gift or sale promoted products.
We reserve the right to cancel any promotional or discount activity without prior notice.
We recommend that you check the terms shown on the promotional email or partner site. We reserve the right to restrict the use of codes against certain products.

Where to use a Discount code:

Use the dropdown arrow to expand the ‘Discount codes’ box at the cart page. Enter a valid discount code and click ‘Apply coupon’.

Free Gifts

We occasionally offer free gifts, qualifiers vary between promotions. Free gifts are added to the basket once the qualifing conditions are met. General terms are: one gift per order, free gifts cannot be used in conjunction with any other promotional offer. We recommend that you check the terms shown on the promotional email or partner site.

I Have Not Received My Order

Your dispatch confirmation email will include the estimated and maximum times we recommend for delivery. Please allow the maximum delivery period to elapse before notifying us of your non-delivery. At this point we can send a replacement or issue a refund to you. Please notify us of your choice using email support@onogo.com or call our customer services 0800 292 278 including your order number, we’re happy to assist you with your request.

 

Destination Service Estimated Working days Maximum Working days
UK UK Standard 2 - 5 Days 14 Days
UK UK Standard Tracked 2 - 5 Days 14 Days
UK UK Expedited 1 - 3 Days  
EU International Standard 5 - 7 Days 14 Days
EU International Standard Tracked 5 - 7 Days 14 Days
EU International Expedited 3 - 5 Days  
Rest of The World International Standard 7 - 14 Days 20 Days
Rest of The World International Standard Tracked 7 - 14 Days 20 Days
Rest of The World International Expedited 3 - 7 Days  

Delivery of batteries to the UK

Mobile phone batteries are classified as 'dangerous goods' by The International Air Transport Association. As such they are not shipped using conventional shipping routes or carriers. We recommend waiting as least 14 days before notifying us of a non-delivery

Forgotten Your Password?

Forgotten passwords If you've forgotten your password please input the email address linked to your account to receive a reset password link here.

Where Do I Change My Email Preferences?

FOMO or ‘Fear Of Missing Out’ is real! We share some special offers and updates exclusively by email. We will only send emails specific to you, based on your purchase history. You can unsubscribe any time here. By law we have to issue transactional emails to you.

How Do I Cancel My Order?

Pending orders:

Orders are shipped within 24hrs of your order being placed. Please advise of your cancellation at the earliest convenience using the live chat, by email to support@onogo.com or call our customer services team on 0800292278. We can’t guarantee that your request will be actioned however we will endeavour to intercept it prior to dispatch.

After Dispatch

Please advise us of your cancellation at the earliest convenience using the live chat, by email to support@onogo.com or call our customer services team on 0800292278

Can I Access My Decrescent.com Account?

Decrescent re-branded as onogo.com in February 2017. For customer convenience we transferred all active accounts over to onogo.com.

Please use the email address & password registered with Decrescent.com to login here under 'REGISTERED CUSTOMERS' or on the way to checking out. From there you can check your order history, update your personal details or email preferences.