Shipping Policy
Last updated: 8 September 2026
Free shipping on every order
Shipping is free on all orders, with no minimum spend, to both the United States and the United Kingdom. There is no separate delivery charge added at checkout. The price you see is the price you pay.
Where we ship
We currently ship to:
- United States — all 50 states, including Alaska and Hawaii
- United Kingdom — England, Scotland, Wales and Northern Ireland
We do not currently ship to PO boxes, APO/FPO addresses, US territories, the Channel Islands or the Isle of Man.
Processing time
Orders are processed within 1–2 business days of being placed, in both countries. Orders placed on a weekend or a public holiday begin processing on the next business day.
Delivery time
Delivery estimates run from the date of dispatch, not the date you ordered.
| Destination | Processing | Transit | Total |
|---|---|---|---|
| United States | 1–2 business days | 5–8 business days | 6–10 days |
| United Kingdom | 1–2 business days | 5–8 business days | 6–10 days |
We would rather tell you that up front than promise next-day delivery and miss it.
UK orders: import charges
UK orders are shipped from outside the United Kingdom. Depending on the carrier and the value of your order, import VAT and a carrier handling fee may be charged on delivery, and where they apply these are the responsibility of the recipient. They are set by HMRC and the carrier, not by us, and they are not included in the price shown at checkout.
If you are asked to pay a charge you were not expecting, email support@ounora.com with the paperwork and we will help you sort it out.
Tracking
As soon as your order ships we email you a tracking number. Tracking can take 24–72 hours to show its first scan — a number that shows nothing yet is normal and does not mean anything is wrong.
You can follow your parcel any time from our Track Your Order page.
Delays
Occasionally carrier delays, weather or customs inspections push a delivery past the estimated window. If your order has not arrived within 15 business days of dispatch, email support@ounora.com and we will investigate, replace or refund it. You do not need to chase us twice.
Lost or stolen parcels
If tracking shows your parcel as delivered but you cannot find it, please check with neighbours and your building's mail room or reception first, then contact us within 7 days of the delivery scan. We will open a carrier investigation and make it right.
Incorrect addresses
Please double-check your shipping address at checkout. If you spot a mistake, email us within 12 hours of ordering and we will correct it before dispatch where possible. Once a parcel has shipped we cannot reroute it.
Split shipments
Orders containing more than one item may occasionally arrive in separate parcels at different times, at no extra cost to you. If part of your order arrives and the rest has not within 5 business days, get in touch.
Prices and currency
Prices are shown in US dollars (USD) for the United States and pounds sterling (GBP) for the United Kingdom. You can switch country using the selector in the header, and you will be charged in the currency shown at checkout.
Returns
Every order is covered by our 100-Night Trial. Return postage for a change-of-mind return is paid by the customer, and returns from the UK are sent back to our US address. Full detail, including your statutory rights if you are in the UK, is on our Refund & Return Policy page.
Questions
Mercanty LLC (trading as Ounora)
1207 Delaware Ave #509, Wilmington, DE 19806, United States
Email: support@ounora.com
Phone: +1 (302) 578-4529
Support hours: Monday–Friday, 9:00 AM – 5:00 PM EST (2:00 PM – 10:00 PM UK time)
UK customers: email is the fastest route to us, and we reply within 24 hours on business days.