Cancellation Policy
At Oxaney, we work to process orders efficiently so that purchases can move through fulfilment and dispatch without unnecessary delays. Because processing may begin shortly after an order is placed, cancellation requests are subject to a limited cancellation window.
Cancellation Window
You may request to cancel your order within 8 hours of placing it.
To submit a cancellation request, please contact us at contact@oxaney.com and provide your order number and the reason for your cancellation.
Please note that submitting a cancellation request does not guarantee that your order can be cancelled. If your order has already entered the processing, fulfilment, or dispatch stage, we may be unable to stop or cancel it.
We recommend contacting us as soon as possible if you wish to cancel an order.
How to Request a Cancellation
To help us process your request efficiently, please include the following information when contacting us:
- Your order number
- The email address used to place the order
- The item(s) you wish to cancel
- The reason for the cancellation
Cancellation requests should be sent to contact@oxaney.com.
Weekend Cancellation Requests
Orders and cancellation requests may not be processed during weekends.
If you submit a cancellation request outside our normal processing hours, including during a weekend, we will review your request as soon as reasonably possible during the next business day.
Whether an order can be cancelled will depend on its processing status at the time your request is reviewed.
Refunds for Approved Cancellations
If your cancellation request is successfully approved before the order is dispatched, any eligible refund will be issued to the original payment method used for the purchase.
The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.
Any applicable payment processing fees will be handled in accordance with applicable law and the terms of the relevant payment provider.
After the Cancellation Period
If more than 8 hours have passed since your order was placed, or your order has already entered fulfilment or dispatch, cancellation may no longer be possible.
Once you receive your order, you may still be eligible to return qualifying products in accordance with our Return & Refund Policy.
Please review the Return & Refund Policy for information regarding eligibility, return conditions, applicable timeframes, and return shipping costs.
Changes to an Order
If you need to change an order, such as correcting an item or other order information, please contact us at contact@oxaney.com as soon as possible.
We cannot guarantee that changes can be made after an order has been submitted, particularly if processing has already started.
Customer Support
For questions regarding cancellations, order changes, or refunds, please contact our customer support team.
Monday to Friday: 9:00 AM – 4:30 PM (UTC+0)
Saturday and Sunday: 10:00 AM – 2:00 PM (UTC+0)
Email support: Available 7 days a week
Email: contact@oxaney.com
Address: 16 Mantle Way, London E15 4BT, United Kingdom