FAQ’s 

General 

  • How do I contact you regarding my order or to make an enquiry? 

You will receive and order confirmation at the point of order and we will provide you with tracking details once your order is on its way to you. If you have any enquiries throughout the process or you wish to make any enquiry, please contact our customer service team and we will be happy to help. 

  • How long do you take to respond to enquiries? 

We aim to respond to all enquiries within 24 hours. 

Delivery 

  • When will my order arrive?

Delivery lead times can vary depending on the product, lead times are specified on individual product pages.

  • How will my order be delivered? 

We may at times use different courier services, however all couriers will be carefully selected based on reliability and reputation. 

If you are not at home when your order arrives, the delivery company will leave a card explaining how to arrange delivery for another day, or to another address. Or they may contact you by phone. If the delivery company doesn’t hear back from you they will normally try to deliver twice again, before returning your order to our supplier. If your order is returned to our supplier, the normal delivery rate will apply for re-delivery.

  • Can I track where my order is? 

As soon as your item is handed over to the delivery company, we will email you with a tracking number so you can track the progress of your order. You will also be able to check on the status of your order in your online account if you have created one with us. 

  • Can I cancel or amend my order? 

If you’d like to cancel or make any amendments to your order, please let us know within one hour of ordering for a full refund or to make any changes.

As long as your items have not been dispatched we can rearrange the delivery date and/or the delivery address. Please contact us and we can make the amendments.

  • What if my items are out of stock? 

When this happens, we will contact you as soon as possible (normally within 24 hours of receiving your order) to see if you are happy to wait or arrange a refund.

  • Which countries do you deliver to? 

Currently, we are not able to ship outside of the United Kingdom. However, you can sign up to out newsletter via the homepage to keep up to date with any changes in case this happens in the future. 

Returns 

  • Do you accept returns?

We hope that you enjoy the purchases you make from Oxfour. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.

Unless stated otherwise in the individual product pages and in the product description. Some products are non returnable and this will be stated.

  • What is the process of returning an item and receiving a refund? 

If the item is confirmed as returnable, please email us with your order number and details of the items you would like to return. Please wait for confirmation from us before returning your items so that we can confirm the return address.

Goods are your responsibility until they reach the supplier, so please make sure they are well packed in their original packaging. We recommend using a delivery service which requires a signature to ensure that you have proof of return. The cost of returning an item is at your expense.

Once we have confirmation that our supplier has received your returned items we will email you to confirm receipt, and confirm any refund due.

Once we have processed a refund we will confirm this to you by email. The exact timing of when you receive the refund depends on your card issuer, our payment providers will pass funds back to your card issuer within 1 working day, but it will then typically take a few more days before funds are allocated by your card issuer to your account. Typically, refunds take 3-5 days.

  • What do I do if my item is faulty when it arrives? 

If your item is faulty please contact us within 2 days of receipt providing details of the fault along with images. We will normally need to arrange collection of the faulty item and once inspected we will advise you on the options.

The Goods will become your responsibility from the completion of delivery or Customer collection. You must, if reasonably practicable, examine the Goods before accepting them.

Any damages or issues must be reported to Oxfour within 2 days of receipt.