FAQ

Find answers to some of the most common questions about ordering, shipping, tracking, returns, payments, cancellations, and customer support at Oxaney.

1. How long will my order take to arrive?

Orders are processed within 1–3 business days, Monday to Friday.

Once your order has been dispatched, the estimated transit time is 7–10 business days, with shipping and delivery taking place Monday to Friday.

Estimated total delivery time: 8–13 business days.

Saturdays, Sundays, and public holidays are not counted as business days.

Delivery times are estimates and may occasionally be affected by carrier delays, weather conditions, public holidays, increased shipping volumes, transportation disruptions, or other circumstances outside our reasonable control.

2. What is your order cutoff time?

Our daily order cutoff time is 5:00 PM (GMT+0).

Orders placed before 5:00 PM (GMT+0) on a business day may begin processing that business day.

Orders placed after 5:00 PM (GMT+0), during weekends, or on public holidays will normally begin processing on the next business day.

3. Can I track my order?

Yes. Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking information, where tracking is available.

You can use the tracking details provided to monitor the progress of your shipment.

Please allow some time for the carrier's tracking system to update after your order has been dispatched.

4. Is shipping free?

Yes. Oxaney offers free shipping on all orders within the United Kingdom.

There is no minimum order value required to qualify for free shipping.

The shipping cost is:

£0.00 – Free Shipping

5. Where does Oxaney ship?

We currently ship within the United Kingdom only.

Orders are delivered to the customer's address provided during checkout.

We do not currently offer international shipping to destinations outside the United Kingdom.

6. My order is delayed. What should I do?

If your order has not arrived within the estimated 8–13 business day delivery timeframe, please contact us at contact@oxaney.com and provide your order number.

Our support team will review the available shipping information and assist you.

Occasional delays may occur due to:

  • Carrier delays

  • Public holidays

  • Severe weather conditions

  • Increased shipping volumes

  • Transportation disruptions

  • Other unforeseen circumstances outside our reasonable control

7. I received a damaged, defective, or incorrect item. What should I do?

If you receive an item that is damaged, defective, incorrect, or not as described, please contact us at contact@oxaney.com as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the packaging, where applicable

We will review the issue and provide an appropriate solution.

Eligible damaged, defective, incorrect, or not-as-described items can be returned using the free return label provided by Oxaney.

Where appropriate, we may offer a replacement, exchange, or refund to the original payment method.

8. Can I cancel my order?

You may request to cancel your order within 8 hours of placing the order.

To request a cancellation, please contact contact@oxaney.com and provide:

  • Your order number

  • 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 processing, fulfilment, or dispatch, cancellation may no longer be possible.

Cancellation requests submitted during weekends or public holidays will normally be reviewed on the next business day.

The time your cancellation request was originally submitted will be taken into account when determining whether it was made within the 8-hour cancellation window.

For more information, please review our Cancellation Policy:

https://oxaney.com/pages/cancellation-policy

9. Can I return an item?

Yes. We accept returns for eligible defective and non-defective products.

You have 30 days from receiving your order to request a return.

To be eligible for a return, your item must generally be:

  • New

  • Unused

  • Unwashed

  • With original tags attached

  • In its original packaging where applicable

Approved returns are sent by mail.

Oxaney provides a free downloadable and printable return label for approved eligible returns.

We do not charge restocking fees.

For complete information, please review our Return & Refund Policy:

https://oxaney.com/policies/refund-policy

10. Do you accept exchanges?

Yes. We accept exchanges for eligible products.

Exchange requests must be made within 30 days of receiving your order.

Items submitted for exchange must meet the same eligibility requirements as returned products.

To request an exchange, contact contact@oxaney.com and provide your order number together with details of the item you would like to exchange.

11. How long does a refund take?

Once your returned item has been received, inspected, and approved, Oxaney will process your refund within 7 days.

The refund will be issued to the original payment method used for the purchase.

Please note that your bank, card issuer, or payment provider may require additional time before the refunded amount appears in your account.

Approved cancellation refunds are also processed within 7 days after cancellation approval.

12. What payment methods do you accept?

Subject to availability at checkout, Oxaney currently accepts:

  • American Express

  • Apple Pay

  • Diners Club

  • Discover

  • Google Pay

  • Maestro

  • Mastercard

  • Shop Pay

  • UnionPay

  • Visa

All product prices and transactions are displayed and processed in British Pounds (GBP / £) unless otherwise clearly stated at checkout.

The payment methods available for your specific order will be shown during checkout.

13. Is my payment information secure?

We use secure payment processing technology to help protect your payment information.

Complete payment card details are processed securely by authorised third-party payment providers and are not directly stored by Oxaney.

Customers are responsible for ensuring that their billing and payment information is complete and accurate when placing an order.

14. What happens if my payment is declined?

If your payment is declined or cannot be completed, please:

  1. Check that your card or payment details have been entered correctly.

  2. Confirm that your payment method has sufficient funds or available credit.

  3. Confirm that your bank has authorised the transaction.

  4. Try another payment method available at checkout.

  5. Contact your bank or payment provider if the issue continues.

If you continue to experience payment problems, please contact us at contact@oxaney.com.

15. Can I change my delivery address after placing an order?

If you notice an error in your delivery address after placing your order, please contact us as soon as possible at contact@oxaney.com.

We cannot guarantee that an address can be changed once an order has entered processing or has already been dispatched.

Customers are responsible for ensuring that the delivery address provided during checkout is complete and accurate.

16. Do you charge restocking fees?

No. Oxaney does not charge restocking fees for approved eligible returns.

CUSTOMER SUPPORT

Need assistance? The Oxaney team is here to help.

Whether you have a question about your order, would like more information about a product, or need support with anything else, please don’t hesitate to get in touch.

Choose the contact option below that works best for you, and our team will be happy to assist as quickly and carefully as possible. Your experience with Oxaney matters to us.

Email: contact@oxaney.com
Phone: +44 7480261723
Address: 16 Mantle Way, London, E15 4BT, United Kingdom

Customer Service Hours:
Monday – Friday: 09:00 AM – 5:00 PM (GMT+0)
Saturday & Sunday: 10:00 AM – 2:00 PM (GMT+0)
We aim to respond within 24 hours.