Please read the instructions below
A copy of these instructions will also be enclosed within your order.
If you would like to return an item a request must be made within 7 days of your order date by emailing firstname.lastname@example.org to request a Returns Authorisation Number (R.A.N.) and the item should be received by OXYGEN within 14 days of order. Please state your order number on this email and the subject as: 'Returns Request'.
Please allow one working day for us to respond by email with your R.A.N.
Items must be returned new, unused, undamaged and with all the original garment tags attached - in particular, the OXYGEN returns tag.
Shoes must be returned in their original, undamaged shoe box as this is part of the product and definitely without scratched, scuffed or dirty soles as we would then not be able to refund or exchange them.
Items can be returned for a refund, exchange or credit note but any requests to return a product after 7 days of receipt of the order or without all tags attached are discretionary and a R.A.N. may not be issued.
Certain items are not returnable for hygiene reasons and this is clearly shown in the item description. If you are unsure, please check the item description before contacting us for your Returns Authorisation Number.
How To Make Your Return
Fill in the Returns Form enclosed within your order and state which products you are returning and if you would prefer a refund, exchange or credit note.
For UK orders, customers will need to arrange their own returns and make sure it comes back to us within the 14 day period
For International orders, customers will need to arrange their own returns and make sure it comes back to us within the 14 day period. Customers are responsible to pay for taxes coming back into the country.
You must ensure that any items sent back to us are suitably packaged to protect them in transit.
You do not need to include any OXYGEN branded bags with your return although jewellery boxes may be advisable to ensure jewellery items are protected in transit.
There will be a £10 refund fee for cancelled orders.
How To Arrange An Exchange
If you would like to exchange your item, please notify us of this when requesting your R.A.N. and we will try to allocate the necessary stock for you to avoid disappointment. However, as the items we stock can sell very quickly, we would recommend you order the item you would like online in which case we will provide a full refund for your original order including the original postage costs.
Receiving Your Refund
When we receive your returned item(s), we will email you to confirm they have arrived safely and they will then be checked for quality . The process of receiving and checking the items will be completed within 48 working hours and if you have not received any further communication from us within this period, you may assume that your refund has been processed successfully. In the event that there is a problem with your refund, we will contact you within 48 hours of receiving your return to try and resolve any problem that may have occurred. When a refund is issued it will only be made via the original payment.
Postage costs for your original order will not be included in your refund unless by prior agreement with OXYGEN. For orders made outside of the European Union, customs duties and taxes paid locally during import cannot be refunded.
Items must always be returned to us in original condition. We cannot accept a return where there is evidence that the above or following instructions have not been followed:
Terms and Conditions on Returns
When returning any item within 14 days will be taken as notice of cancellation of your order (or relevant part of your order). Items are provided to you on approval and legal title to the goods will not pass to you until the 14 day post-delivery period has expired. On receipt of the returned item(s) OXYGEN will give you a full refund of the amount you paid for the item(s)
- excluding postage cost
- only after we have checked for quality and made sure that the 'Returns Tag' has NOT been removed.
You must, however, return the goods to OXYGEN in order to receive a full refund or exchange.
For 'Collect in Store' please note the two week window for refunds or exchanges will start from date of order and not from date of pick up.
This returns policy does not effect your statutory rights.