FREQUENTLY ASKED QUESTIONS

Returns & Exchanges

Do you offer exchanges?
Yes, but only if we receive your purchase back in unused, new condition.

What is your returns and exchanges policy?
Visit our Returns page for detailed information.

How do I return my items?
Email support@ouzodive.com for instructions.

Shipping

How long will it take for my order to arrive?
Please allow:

• 3–7 business days for Asia Pacific orders
• 5–10 business days for North American orders
• 7–14 business days for UK, Europe, Australia & New Zealand orders

What are your shipping rates?
Shipping is calculated by weight and region at checkout. Visit our Delivery Policy page for the full rate table.

Can you ship internationally?
Yes. We ship to the United States, Canada, United Kingdom, Europe, Australia, New Zealand, Japan, Korea, Hong Kong, and Southeast Asia.

How do I track my orders?
A tracking number will be sent to you in your shipping confirmation email.

Will I have to pay duties or customs charges?
International orders may be subject to customs duties, taxes, and import fees imposed by the destination country. These charges are the responsibility of the recipient. EU and UK orders may have VAT pre-collected at checkout where applicable.

Repairs

How do I get my item repaired?
We are pleased to repair any wetsuit or accessory purchased from OUZO if it's possible to do so. Please email support@ouzodive.com with a description of the wear and tear along with photos, and our team will respond with an outline of the process.

How long will it take for my items to be repaired?
Please allow approximately two weeks.

Do I have to pay for shipping on my repair?
If your item is still under warranty we will cover all shipping. Otherwise, you will need to cover the shipping and repair cost.

Product Information

How do I care for my wetsuit?
Rinse your wetsuit in fresh water after each use and hang it in the shade to dry. Do not machine wash, bleach, iron, or dry clean. Store flat or folded — avoid hanging for long periods as this can stretch the shoulders.

Where is your size chart located?
Visit our Size Chart page for sizing details.

Why is my size not available?
Some sizes may be sold out, or may not be offered. Please email support@ouzodive.com for further information.

Orders

Can I make changes to, or cancel my order once placed?
Yes. Please email support@ouzodive.com within 24 hours of placing your order and we should be able to adjust it for you.

How long does it take to process my order?
We process orders within 24 hours on business days.

Why haven't I received confirmation of my order?
If you have not received confirmation immediately after your purchase, please check your spam or junk folder. If you still can't find the confirmation email, message us at support@ouzodive.com and we'll double check your details and resend.

Payments

Is my payment secure?
Yes. Our payment process is secured by industry-standard encryption. No card information is kept by us.

Why does my bank statement show multiple transactions for the same order?
When you place an order, your bank may show a pre-authorisation hold and a final charge separately. The pre-authorisation hold will drop from your account within 3–5 business days, and your account will reflect only the final charge.

Can I use credit card for payments?
Yes. We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay.

Still have questions? Contact us