What Can We Help You With?

What is OurCommunityStore?

OurCommunity Store is an e-commerce platform that allows Community Organisations to set up their own online stores and sell their products to customers in the UK.

How does OurCommunityStore split profits with community partners?

OurCommunityStore splits profits with its community partners on a 50% of profit basis, which usually equates to around 12% of the sales price net of VAT. This means that for every sale made through a community partner’s store, they will receive 50% of the profit, while OurCommunityStore retains the other 50%. 

 

The profit is calculated as the sales price minus the cost of goods sold, shipping and handling fees, and any other applicable expenses. The community partner’s share of the profit is paid out on a regular basis, typically monthly, via the payment method specified by the partner. We believe that this profit-sharing model helps to build a stronger and more sustainable community, and we are committed to supporting our community partners in every way we can.

How can I purchase products from OurCommunityStore?

To purchase products from OurCommunityStore, simply visit the website and browse the products available on the “shop” tab.

 

Alternatively, you can visit one of the Community Stores that you would want to support. Once you find an item you wish to purchase, click the “Add to Cart” button and follow the checkout process to complete your purchase.

What payment methods do OurCommunityStore accept?

OurCommunityStore currently accepts payments through Mastercard, Visa, Stripe, and Direct Bank to Bank (Open Banking)

Can I sell my products on OurCommunityStore?

Yes! OurCommunityStore is an open platform for individuals and small businesses to sell their products.

If you want to sell on OurCommunityStore, please contact us at ocs+brands@locoso.co for more information.

What is the process for cancelling an order?

If you need to cancel an order, please contact us as soon as possible at – ocs@locoso.co. If the order has not yet shipped, we can cancel it and issue a full refund. If the order has already shipped, you will need to return the item(s) once you receive them.

What is the process for requesting a refund?

If you are not satisfied with your purchase and wish to request a refund, please contact us at – ocs@locoso.co within 14 days of receiving your order. We will provide instructions for returning the item(s) and issue a refund once we receive the returned item(s).

How do I set up my own store on OurCommunityStore?

To set up your own store on OurCommunityStore, simply visit the website and click the “Register a store” button. 

 

Fill out the form and we will review your application within a short period of time. From here, we will decide whether your application gets either confirmed or denied.

How do I leave a review for a product I purchased on OurCommunityStore?

To leave a review for a product you purchased on OurCommunityStore, simply login to your account and navigate to the product page. Click the “Leave a Review” button and follow the instructions to leave your feedback.

What if I have a suggestion or feedback for OurCommunityStore?

We welcome your suggestions and feedback! Please contact us at – ocs@locoso.co with any ideas or comments you may have. Alternatively, you can navigate to the bottom of the page and click the “Have a Suggestion?” button. Fill in the form and your suggestion gets sent straight to us!

 

We are always looking for ways to improve our platform and provide a better experience for our customers and sellers.

Where should I send my returns to?

All returns should be sent to APC Transexpress in Harlow marked FAO: OurCommunityStore by LocoSoco.

Can I change my shipping address after I have placed my order?

Yes, but please contact us at – ocs@locoso.co as soon as possible if you need to change or update your shipping address. If your order has already shipped, we may not be able to change the shipping address.

How can I ensure that my package is delivered safely?

Please ensure that you provide accurate and complete shipping information when placing your order.

How can I ensure that my personal information is protected?

OurCommunityStore takes the protection of your personal information very seriously. We use industry-standard SSL encryption to protect your data during transmission, and we do not store any payment information on our servers.

 

Please see our Privacy Policy for more information.

How does OurCommunityStore ensure the quality of products sold on the platform?

OurCommunityStore does not control the quality or authenticity of products sold by third-party sellers on the platform. However, we do have policies in place to ensure that sellers comply with applicable laws and regulations, and we take customer feedback and reviews very seriously.

What if I have a problem with the quality of a product I purchased on OurCommunityStore?

If you have a problem with the quality of a product you purchased on OurCommunityStore, please contact us at – ocs@locoso.co

We will work with you and the seller to resolve the issue and ensure that you receive a satisfactory resolution.

How does OurCommunityStore handle disputes between buyers and sellers?

OurCommunityStore will work with both the buyer and seller to resolve any disputes that may arise.

What is the return policy for products purchased from OurCommunityStore?

If you are not satisfied with your purchase, you may return the item(s) within 14 days of receiving your order. Returns must be sent to APC Transexpress in Harlow, and customers are responsible for covering the shipping costs.

How do I track my order?

Once your order has been processed and shipped, you will receive a tracking number via email. You can use this tracking number to track your package.

How long will it take for my order to arrive?

Delivery times may vary depending on the shipping method selected at checkout and the destination country. Generally, orders are shipped within 7 business days and can take up to 14 days to arrive.

 

Some of our products are drop shipped directly from brand partners. Others are collated on a weekly basis and shipped the following week.

 

We do this to minimise costs and the environmental impact of our shipping whilst increasing the money kept in your community.

How can I contact OurCommunityStore for enquiries or assistance?

For any questions or concerns, please contact OurCommunityStore directly via email at – ocs@locoso.co or through the ticket support system under the “My Account” tab. We will do our best to respond to all inquiries within 24 hours.

Is my personal and payment information secure on OurCommunityStore?

Yes. OurCommunityStore uses industry-standard SSL encryption to protect both your personal and payment information during the checkout process. We also do not store any payment information on our servers.

What if I receive a damaged or defective item?

If you receive a damaged or defective item, please contact us at – ocs@locoso.co  within 48 hours of receiving your order. We will work with you to resolve the issue and provide a replacement or refund as necessary.

Do you offer international shipping?

No. Unfortunately, OurCommunityStore does not offer international shipping at this time.

How do I know if my order has been processed?

Once you complete your order, you will receive an email confirmation with your order details. Once your order has been processed and shipped, you will receive another email with your tracking number.

What if I have a problem with my account or trouble logging in?

If you have a problem with your account or login, please contact us at – ocs@locoso.co

We will work with you to resolve the issue and help you regain access to your account.

Where should I direct enquiries about distribution, orders and other concerns?

All distributions, orders and other concerns should be directed to OurCommunityStore via email at – ocs@locoso.co

What other information do I need to know about returns?

Customers are responsible for covering the shipping costs for returns. Please contact us at – ocs@locoso.co if you have any questions or concerns about the returns process.

What if I need to contact APC Transexpress for any reason?

For any issues related to shipping or tracking your package, please contact APC Transexpress directly. Contact information can be found on their website.

What if my package is lost or stolen during shipping?

If your package is lost or stolen during shipping, please contact us at – ocs@locoso.co  as soon as possible. We will work with you and APC Transexpress to resolve the issue and provide a replacement or refund as necessary.

How can I report inappropriate content or behaviour on OurCommunityStore?

If you encounter inappropriate content or behaviour on OurCommunityStore, please contact us at – ocs@locoso.co

We will investigate the issue and take appropriate action as necessary.

Can I change or update my payment information after I have placed my order?

Yes, but please contact us at – ocs@locoso.co as soon as possible if you need to change or update your payment information. If your order has already been processed, we may not be able to change the payment information.

Does OurCommunityStore offer any warranties or guarantees for products sold on the platform?

OurCommunityStore does not offer any warranties or guarantees for products sold by third-party sellers on the platform. However, we do have policies in place to ensure that sellers comply with applicable laws and regulations, and we take customer feedback and reviews very seriously.

How does OurCommunity Store ensure the safety and security of its users?

OurCommunityStore takes the safety and security of its users very seriously. We have policies in place to ensure that sellers comply with applicable laws and regulations, and we monitor the platform for any inappropriate or fraudulent behaviour.

Please see our Safety and Security Policy for more information.

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