OUCH(UK) Organisation for the Understanding of Cluster Headache


Advice Line

0800 6696 824

Delivery and Returns

This policy relates to items for sale in the OUCH(UK) online shop.

The payment method for our online shop orders is PayPal.  Please note you do not need a Paypal account, you can use debit/credit cards in the usual way.


Delivery times may vary depending on the availability of products.  Please allow up to 21 days to receive your order. 

You can choose a different delivery address from your home billing address if that will be more convenient for you.

The online shop accepts orders for delivery within the UK only.  To request a delivery outside the UK, please email shop@ouchuk.org, telling us which items you would like to order and the delivery address.    

Postage - Royal Mail 2nd class post

£1.50 for orders costing up to £3 

£2.50 for orders costing over £3 up to £10  

£3.50 for orders costing over £10 

Returns and exchanges

In the unlikely event that you receive an item that is damaged or faulty, please contact us within 6 months of delivery and we will give you a replacement or a full refund, including the cost of return postage.

If you wish to exchange an item or you simply change your mind, please contact shop@ouchuk.org within 30 days of delivery and we will give you a replacement or a refund, as long as the item has not been worn or used.  The cost of return postage will be your responsibility.

If a replacement item is not in stock, we will let you know when it will be available or offer you a refund.

Refunds will be processed within 14 days from when we receive your return, using the same payment method as when you placed your order.

How to return an item:

1. Contact shop@ouchuk.org and tell us you wish to return an item. Please give your reason and state whether you want a replacement or a refund.

2. Carefully repackage the item. Include a copy of your invoice or order details in the return parcel.

3. Obtain and keep proof of postage. The return postage cost is your responsibility, unless the item is damaged or faulty on receipt.

4. Returns should be sent to:

OUCH (UK) Admin
SA70 9AG

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