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FAQs

All the information you need

  • Orders

    What methods of payment do you accept? We accept all major credit cards, as well as Paypal.

    How can I cancel an order? If you would like to cancel your order, please email help@ocochi.com as soon as possible and we will try our best to work with the warehouse and cancel it. We can not guarantee that your credit card will not have been charged. If we can not cancel it and your credit card has been charged, we will organize a returns label for you to send back as soon as you receive it.

    Can I modify the contents of my order once placed? If you would like to add new items to your order, you will need to place a new order. Unfortunately, we cannot remove items from an existing order. Instead, please return any unwanted items once you receive your order.

    Will I be charged sales tax? Sales tax will apply for orders shipping to Illinois. However, please note going forward, your orders may be subject to sales tax in other states. Be sure to enter your shipping address at checkout to see the sales tax amount.

  • Shipping

    Where can I check my order status? This won't show on your customer account with Ocochi, but you will be receiving SMS or email notifications in regards to your order at each progress point. For example, when you're order is fulfilled, shipping and out for delivery.

    Do you offer free shipping? Yes! As our gift to you, we offer free standard shipping on all orders to Mainland USA.

    Can I get my order expedited? Yes absolutely! For those occasions where you may be in a little rush, just select expedited delivery at checkout and we will get your order to you in 2 business days. We charge a flat rate of $12 on all expedited orders.

    When will my order be delivered? Please allow 5-7 business days for our free shipping and 2 business days for expedited orders.

    Do you offer weekend deliveries? Not at the moment. All orders ship and deliver Monday through Friday, including expedited orders.

    Where is my order shipping from? All orders are hand packed and shipped out of our warehouse in Chicago, IL.

    Do you ship internationally? At this time we are not shipping outside mainland USA. Please contact us directly on hi@ocochi.com, if you would like to place an order from further afield.

    Can I change my shipping address once my order has been placed? Please email our team as soon as possible at help@ocochi.com and we will try and amend your shipping address. We use multiple carriers and some allow change of address once the order has been shipped and some unfortunately don't. If we are unable to change it, we will organize a returns label for you to arrange a return from the incorrect address.

    Which shipping carrier do you use? We are partnered with all the major shipping carriers - USPS, UPS, DHL, etc. You will br notified which carrier is delivering your product by email or SMS.

  • Returns/Exchanges

    What is your return policy? We hope you'll fall in love with your Ocochi purchase. If that's not the case, we will accept the return of products within 30 days, in their original condition, for free.

    How do I return my items? To initiate a return, please contact us immediately on help@ocochi.com. Please provided your name, order number and reason for return. We will then provide you with your free returns label and any next steps.

    What do I do if my product is faulty? We are always disappointed to hear of rare occasions when our customers receive a faulty item. If you have identified a fault within 30 days of purchase, you can return your items under our normal returns procedure.

    What is your exchange policy? Unfortunately, we do not accept exchanges. If you would prefer a different product, then please return your current one and repurchase the product of your choice.

    How do I return a gift? We put a lot of care into our products to ensure that customers are highly satisfied if it's a gift. However, we understand that you may wish the change the item. Please email us at help@ocochi.com with your name, order number and zip code and we will provide a digital gift card to you with store credit equivalent to the price of your gift.

    My order was shipped to me incorrectly. Please email us at help@ocochi.com with your name, order number and any issue. We will send you a pre-paid return label to amend your order as quickly as possible.

    When will I receive my refund? Typically a refund can take up to 7 days to process. If you haven't received anything after 7 days, just let us know at help@ocochi.com so we can look into this for you.

    Who do I contact if I have questions about a return? Please contact help@ocochi.com for any returns enquiries.

  • Product Queries

    How deep are your fitted sheets? Our fitted sheets are designed to fit mattresses up to 17" deep. For more information on any product dimensions, please refer to our Size Guide.

    Why aren't your sheets threadcount listed? It's simply no longer a reliable way to determine the quality of your sheets. Threadcount is a measurement of the vertical and horizontal threads within one square inch of fabric. To achieve a high thread count in a small space, manufacturers will reduce the thickness of the yarn used to squeeze in more threads. This produces a weak, non-durable material. Instead look to the fabric grading and type of weave to compare your sheets.

    What weave do you use? At Ocochi we only use sateen weave as it is the most luxurious and soft construction. The threads are more tightly woven, which creates durability, but also leaves a subtle sheen.

    What are the tabs and ties on my bedding? If you have purchased our mulberry silk duvet, you will be able to attach the twill ties on the inside of our bamboo duvet cover to the loops on the duvet. This will keep your duvet tight and in place.

    Where are your products made? Bamboo and mulberry silk are ancient fabrics from Asia. We went straight to the source of the artisans of these fabrics in China to find the highest quality on the planet. However, quality doesn't just come down to the fabric, but also the production process and factory conditions. We have chosen suppliers that are family run and share our same values for sustainability and quality.

    What certifications do Ocochi have? All of Ocochi's products are OEKO-Tex approved. This means we surpass the highest conditions of testing for harmful chemicals and are safe for human use. We have also worked with our supplier to achieve Product I Class, meaning they are safe for babies and toddlers. Sleep well knowing you and your little ones are wrapped in sheets that are safe for you and the environment.

  • Fabric Queries

    What are the benefits of bamboo? First and foremost, it is exceptionally soft. Once you try them, you will never want to go back to cotton. The material is also breathable and moisture-wicking, making our bedding perfect for every season and sleeper. Bamboo is also naturally hypoallergenic, meaning it is safe for your skin. Read more in our Fabric Guide.

    What are the benefits of mulberry silk? Our silk bedding is woven exclusively from the finest, 100% natural long-fiber mulberry silk to be exceptionally soft, durable and easy to care for. It is also extremely lightweight, so you will feel like you are sleeping under a cloud. Lastly, it is also hypoallergenic. Silk contains a special protein that prevents the growth of mites and mold, making it the perfect choice for people with allergies and other sensitivities. Read more in our Fabric Guide.

    Do bamboo sheets wrinkle? Of course, all sheets and fabrics wrinkle a little - but there are easy ways to avoid excess wrinkling to care for your sheets properly. We recommend removing sheets from the washer and dryer promptly to minimize the risk of wrinkles. We chose naturally soft materials over 'wrinkle free’ fabrics, as these are treated with formaldehyde resin, a toxic chemical.

  • Gift Cards

    What types of Gift Cards do you offer? We offer a digital gift card. It will be delivered by email to the buyer immediately after purchase. Either forward the email to your loved one or share the code with them.

    How do I redeem my Gift Card? At checkout, select "Enter a Gift Card or Discount Code" and type your code in.

    How do I check my Gift Card balance? Send us an email at help@ocochi.com and we will check your Gift Card balance for you.

    Do you offer gift wrapping on orders? Every order from Ocochi is treated as a gift from us to our customers. The products are beautifully folded in our signature jute bags. No additional gift wrapping is required.

  • Care

    Do I need to wash my sheets before using? Our sheets come oversized to allow for the natural slight shrinkage of bamboo from the first couple of washes. For the ultimate freshness and to ensure your bedding fits your bed perfectly, we suggest a light wash in line with our care instructions, enclosed in the order.

    How should I care for my Ocochi products? Our quality control team, aka Nan, has spent years washing our products to provide you with optimal care instructions to ensure your bedding lasts as long as possible. We include these with each order or visit our Care Guide for more details.