Oxyd-shop.com Vannes, France
We’re open Monday – Friday, 9 a.m. – 17:30 p.m. GMT +1
OUR SUPPORT TEAM IS HERE TO HELP YOU!
Please go through our FAQ section first before asking a question via e-mail. Most of your questions are already answered here.
If you have any questions for/about us after reading the FAQ, or you just want to leave feedback send us an email here.
To view the answer please click or tap on the question.
Please read our FAQ before sending us a message.
ORDER Change Questions:
Yes you can, but you have to be quick. Once your order is being printed or shipped out, unfortunately we cannot change the order anymore. So if you need a change of size, contact our support team immediately here. Remember to mention your order number when contacting our support team.
As long as your item is not shipped yet, we can still change this in our back end system. Please email us the correct address and your order number to support@oxyd-sho… and we will take care of it.
Once the order is shipped out (you will receive tracking info when shipped), it is out of our hands. If that is the case you need to contact the carrier who is delivering your items.
We print on demand. Each product you see in our catalog is made on-demand once you place an order, we produce it specifically for you.
This allows us to avoid overproduction and textile waste, and we pride ourselves on being part of the sustainable fashion movement.
Your items are being processed (printed) in almost real time therefore we cannot cancel anymore since they are already being made.
Please DO not place an order if you do NOT want the item/s you have ordered.
As per our policy, once you place an order there is no cancelation or a refund for accidental or test orders.
If you have any questions ask our friendly customer service, BEFORE you place an order.
RETURNS AND EXCHANGES:
Please click here to review our full refund policy
A CHANGE IN SIZE
It happens that you select a wrong size, no worries. Please include a note that states which size you would like and we will send you the correct size. While we are happy to exchange the size once we have received your returned item , no refunds are given for incorrect size choices.
YOU RECEIVED WRONG ITEM
Although we double check everything, it can happen that we send you the wrong item. No worries, please attach a photo of the incorrect item you have received before you submit the request.
PACKAGE LOST IN TRANSIT
If you have provided us with the correct address and the package has not arrived within the estimated shipping time as per our policy, plus 15 business days for possible delays, or there is no update on the tracking info for more than 15 days, please reach out to us, if we are unable to trace down the package we will re-ship a replacement free of charge.
YOU RECEIVED A DAMAGED/FAULTY ITEM
We pride ourselves on exceptional product quality. All orders go through 3-step quality check before we ship them out. However, if a damaged item was accidentally let through our quality control, or was damaged during shipment, we take full responsibility and provide a free replacement. In this case you do not need to return the item. You can keep it, maybe sew it yourself, throw it or give it away. The only thing we need you to do is submit a request for a return, and please include at least one photo of the damaged good. If we can see on the photo that is damaged, we will send you a new item 100% free of charge.
If you meet the above criteria please submit your request here: https://oxyd-shop.com/return
Also, we would love it if you could tell us the reason why you are returning your item. We strive to get you the best quality possible, so we’d love to learn from your experience to even up our quality some more.
Oxyd-shop does not provide prepaid returns shipping labels and returns shipping for exchanges is at the customers expense.
Please click here to review our full refund policy
WE DO NOT ACCEPT RETURNS OR EXCHANGES IF
– You want a refund/return because you “changed your mind”. We print on demand and therefore we cannot accept returns/refunds with that inquiry because all items are made special for you.
– You do not use the link provided to have your return request reviewed and approved by our team, prior to you sending your product back.
– You have requested a return after 7 days of receiving your package
– The item(s) have been worn or washed
– The item(s) have been altered in any way
– The item(s) are in any way defective from the original and salable condition, unless the condition is our fault
– The item(s) do not have the original tags on them
– The item(s) were a Sale item
As a fast-fashion retailer and eCommerce business, our prices may fluctuate and change in response to fashion trends, current stock on-hand, demand from our OXYD-SHOP fans, and various sales or promotions.
This being the case, we will not issue a refund or store credit for the difference between your purchase price and the current price advertised on our website or honor retroactively any promotional discounts we have available at the moment.
It depends on your country of residence. We have production facilities in the U.S.A., Europe and Mexico. Where it’s made, depends on which factory is closest to you and which has the capacity to take orders.
All OXYD-SHOP™ products are handmade on-demand in Los Angeles (CA), Tijuana (MX) and Europe (UK, Latvia and Spain). Where it’s made, depends on which factory is closest to you and which has capacity to take orders.
At the moment we only accept orders placed online on the website. If you need help please send us an email and we will be more than happy to provide you a quick guide on how you can place an order online.
Although we ship worldwide, and operate from the Europe we pay our factories in US dollars. The credit card companies and PayPal will simply use your own currency on check out or make the change for you.
We pride ourselves on quality. We also love the fact that you will have a limited edition item.
Our items can only be bought in our online store and nowhere else! Besides that, we work with the best designers in the industry.
We also work with the best sewers in the industry. Did you know that you cannot tear the seams of our leggings no matter how hard you try?
Other than that; All our items are handmade in America and Europe. We print, cut and sew your order by hand on order, JUST FOR YOU. Our items are printed on demand. This means, when your order comes in our production the process starts.
Unfortunately – great quality comes with a price. Therefore we have to price our items like we do to maintain great quality.
Yes, it is pricier than normal, but you will receive an item of topnotch quality that will last way longer than any other similar item you will purchase from another store.
Other than that we work with materials that are top of the bill.
We do not settle for materials that are not up to par or lose it’s vibrancy when stretching. We only work with fabrics and printing techniques that we have seen ourselves.
This is what makes it a little more pricey, but worth it even more.
You can only use ONE discount code per order. Multiple codes are not supported on our website and we do not combine discounts/offers.
An additional customs and tax fee may occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
There are few possible cases why you have not received an order confirmation email:
1. Your order may have not gone through for some reason.
2. You may have entered a wrong email or mistyped the email address.
3. If you email address is correct, the order confirmation email may have ended in the spam or junk folder.
Whatever the case is our friendly customer support team is happy to look into this, please reach out to us here: https://oxyd-shop.com/contact-us and we will look into this and provide you with an explanation.
Each product you see in our catalog is made on-demand, which means once you place the order, we start working to deliver it to you. It takes time for us to create and send out the product, but making each order on-demand allows us to avoid overproduction. This way we’re all part of the sustainable fashion movement.
SHIPPING & HANDLING QUESTIONS
We ship worldwide! Except to embargo or war zones.
When you’re calculating how much time it’ll take to receive your orders, there are two elements you need to consider: OXYD-SHOP production time, and shipping speed.
All OXYD-SHOP™ products are handmade and printed-on-demand: once you place an order, we produce it specifically for you. It takes 2-7 business days to process an order before we ship it out.
Most of the orders are processed within 3-4 business days.
Expect order processing delays in case of any new pandemic outbreak or during hig volume seasons like Xmas and black Friday. The unforeseen delay is due to an increase in volume and/or precautionary measures in place for the safety of our associates.
The shipping time depends on your location. After your order has been processed, approximate shipping time is listed below:
ESTIMATED SHIPPING TIMES:
USA: 3-5 business days (USPS)
EU: 5-10 business days
GB: 8-12 business days
CANADA: 5-12 business days (customs delays may occur)
AUSTRALIA: 15-20 business days (customs delays may occur)
WORLDWIDE: 10-20 business days
To ensure the best quality possible, we work with different factories for our items. For example sports bras are made in a different factory than leggings. Therefore if you’d order a pair of sports bra and a pair of leggings, you will receive 2 packages in some cases.
For everything you order above $100, shipping is on us!
Orders below $100 will be charged shipping depending on item weight and destination .. you can know how much will be charged by entering your address in the checkout page before paying.
You will receive an email with the tracking number and tracking page when a shipping label is created for your order and it is ready to be shipped out. From there our tracking kicks in. Please allow 24-48 hours for the updates to show up on the tracking page.
We are very sorry to hear about the custom fee, however, it is beyond our control. This is not a fee imposed nor collected by our company.
Unfortunately, some governments randomly pick packages they check and decide to charge extra for import.
Sorry for any inconvenience caused, but there is literally nothing we can do about this as stated in our policy.
No worries please reach out to us provide us with your correct address and we will reship the package as soon as we receive it. You will be responsible for reshipping fees sorry.
If the tracking number confirms delivery to your address and you did not receive the package, don’t worry; shipping carriers usually deliver items within one or two days of scanning them “Out for Delivery” or “Delivered”.
Few more Things to do & Consider:
– USPS delivery vans have GPS that sometimes automatically updates a shipment as “delivered” prematurely. Please wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day.
– Allow an extra business day for your parcel to arrive. Contact USPS Hotline – they are liable for misdelivered mail 1-800-742-5877
– Contact your local post office and request them to search for the missing parcel.
– Your best bet is to contact the post office and ask them to ask the driver where he/she left the package.
– Or, perhaps the package is being held at your local post office.
In any case you should contact your post office with the tracking number and inquire about it. Also don’t forget to ask your neighbors as delivery mistakes happen frequently. At last resort you should fill a mail theft report with the police , it is the only way that we could refund or reship the item, we need a copy of the police report.
Before getting in touch with us, please help us out by doing the following:
– Check your shipping confirmation email for any mistakes in the delivery address.
– Ask your local post office if they have your package.
– Stop by your neighbors in case the courier left the package with them.
Pro tip: Package theft is on the rise, If you’re expecting a home delivery and you know you won’t be home to accept it, use an address where you know you’ll be!
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us with your order number.