FAQs

Frequently Asked Questions

How do I use o2o?

You can place a order on any online store that ships to UK or is in UK. When placing your order with the retailer of your choice the delivery address should be our forwarding facility in the UK.

  • Name (UK2GIB)
  • Silver wolf, Merrydale Works
  • Linford Road, Chadwell St Mary
  • Grays, Essex
  • RM16 4LQ
  • Tel : +44 (0)1375 840 640

Once you have placed your order. You will need to fill in a form on our O2O website at the "order now" page. You will be required to complete details of your online order, that way we know what's coming into our UK forwarding facility and can start to prepare for its arrival and shipment to Gibraltar. You can opt to pay an additional fee to have your package delivered to your door or alternatively pick them up from our Gibraltar depot

We will send you an email to let you know when we have received your package in the UK

When your package arrives in Gibraltar we will send you another email to let you know it is ready for collection or delivery.

Are there any size or weight restrictions I need to be aware of?

Please contact us for a quote for packages exceeding 100cm x 130cm x 50cm.

Maximum weight is 20KG

If you have something heavier or larger please contact us before you order from the online retailer and we will see what we can do. We can't promise that we will be able to help but we will try!

Are there any prohibited items?

Yes. Please see our prohibited items link in the footer

What payment methods do you accept?

We accept all major debit and credit cards and Paypal

What happens if I want to return an item?

If after delivery to you, you wish to return an item to the on line retailer from which you purchased it, you will need to make direct arrangements with them as soon as possible for any return, refund, or exchange of items in accordance with the merchant's terms and policies.

Many merchants require you to obtain advance authorization for product returns and may give you a return authorization number. We will, upon request, help to arrange return shipping to the merchant from your home country, at your cost. The original customs duty and tax cannot be recouped when returning an international shipment back to the merchant. O2O will not be held liable for any damaged or faulty goods

Do you process VAT refunds?

No we don't do that, sorry!

Where is your Gibraltar depot?

It's easy to find and has limited parking for you to pick up those heavy parcels

  • Unit 34
  • Flat Bastion road
  • GX11 1AA
  • Gibraltar