FAQ
Find answers to frequently asked questions about ordering, shipping, delivery, tracking, returns, payments, and customer support at Oxaney.
1. How long will my order take to arrive?
Orders are typically processed within 1–3 business days.
Once your order has been processed and dispatched, delivery usually takes approximately 7–10 business days.
Estimated total delivery time: 8–13 business days.
Please note that delivery times are estimates and may occasionally be affected by carrier delays, public holidays, weather conditions, or other circumstances outside our reasonable control.
2. Can I track my order?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information when tracking is available.
You can use the tracking details provided to monitor the progress of your shipment.
Please allow some time after dispatch for tracking information to become active.
3. Is shipping free?
Yes. Oxaney currently offers free shipping on all eligible orders within the United Kingdom.
Any applicable charges will be clearly displayed during checkout before you complete your purchase.
4. My order is delayed. What should I do?
If your order has exceeded the estimated delivery timeframe, we recommend allowing up to 3 additional business days for unexpected carrier or delivery delays.
If your order has still not arrived after this period, please contact us at contact@oxaney.com with your order number so our customer support team can assist you.
5. I received the wrong or damaged item. What should I do?
If you receive an incorrect, damaged, or defective item, please contact us at contact@oxaney.com as soon as possible, preferably within 24 hours of delivery.
Please include your order number and clear photographs of the item and, where applicable, its packaging.
Our support team will review the issue and work with you to provide an appropriate solution.
6. Can I cancel my order?
You may request to cancel your order within 8 hours of placing it.
Please contact contact@oxaney.com with your order number as soon as possible.
Submitting a cancellation request does not guarantee that your order can be cancelled. If your order has already entered the processing or fulfilment stage, cancellation may no longer be possible.
For additional information, please refer to our Cancellation Policy.
7. Can I return an item?
Yes. Eligible products may be returned within 30 days of receiving your order, subject to the conditions outlined in our Return & Refund Policy.
Returned products must generally be new, unused, unwashed, and in their original condition with applicable tags attached.
Certain products may not be eligible for return for hygiene or safety reasons.
8. Do you accept exchanges?
Yes. We accept exchanges for eligible products in accordance with our Return & Refund Policy.
To request an exchange, please contact us at contact@oxaney.com with your order number and details of the item you would like to exchange.
9. What payment methods do you accept?
Depending on availability at checkout, we may accept:
- Visa
- Mastercard
- American Express
- Maestro
- Apple Pay
- Google Pay
Available payment methods may vary depending on your device, location, and checkout availability.
10. What currency do you use?
As Oxaney currently serves customers in the United Kingdom, our prices and transactions are primarily displayed in British Pounds (GBP / £).
The final currency and total amount payable will be displayed at checkout before you complete your purchase.
Customer Support
If you have any other questions, our customer support team is available during the following hours:
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