Delivery And Returns
Dispatch Times
Your order will normally be dispatched the same day if we receive it before 2pm UK time Monday to Friday with the exception of English public holidays. We will try to dispatch orders received after 2pm on the same day up until 3:30pm, but if that is not possible, they will be dispatched the next working day.
Next Day Delivery is Next Working Day delivery for orders placed Mon-Thursday. Orders placed on Friday will not be delivered until the following working day (Monday). We recommend using Royal Mail Tracked 24 if you require a Saturday delivery. If we are closed for Holidays (this will be displayed in a pop-up on our website) your order will be dispatched the next day following our return.
Tracked Delivery
All goods sent from Oxyhealth are tracked, and have GPS tracking capabilities to verify that the item has been delivered at the correct address, regardless of recipient. If you are having your delivery sent to a property that has multiple recipients, a business where others can sign on your behalf, or in a block of flats where GPS may not be able to determine exact location of delivery, it is recommended that you use our signed for services. Tracked deliveries are deemed delivered if they are marked as delivered by Royal Mail and confirmed by GPS at the correct location.
If your delivery is confirmed as delivered, but you have not received your item for some reason, we can raise an investigation with Royal Mail to interview the post-person who delivered your parcel to see if they have left it with a neighbour, or handed it to a family member instead. We can only do this within 7 days of the delivery taking place. Any claims made for non deliveries after this timeframe cannot be investigated.
We may sometimes send higher value goods via a service that require a signature as proof of delivery. It is the responsibility of the recipient to ensure that the goods are signed for, or collected from a local sorting office or post office (in the case that you were unavailable to sign at the time of delivery ). Your local sorting office or post office will only keep these goods for a certain amount of time before returning them to us. If the goods are returned and are still required, then a re-delivery charge equal to the original will be required before we will attempt to re-deliver the item/s. We reserve the right to change or amend your chosen delivery service without notice to yourself if the service you have elected to use is unavailable, restricted by your location, or the goods in transit are insufficiently covered by the carriers compensation scheme if loss or damage occurs. Any changes made to your service will be of an equal or improved service type.
Customers in the Highlands of Scotland may find that their deliveries take one extra working day to arrive. Note that cross-border shipments are subject to opening and inspection by customs authorities.
Tracking Your Order
We send numerous parcels out to customers per day. It is not possible for us to track your parcel for you, and update you if the delivery has failed for some reason or other.
You will be provided with the tracking number when the goods are despatched via email, and it is your responsibility to follow up on the progress of your order until a successful delivery is made. Your despatch email will detail how to do this.
For Royal Mail deliveries the tracking portal is here.
For DPD the tracking portal is here
Further detail of how to arrange re-delivery or collect your goods will be shown on the website.
A restocking fee of 10% (or £5.95 - whichever is the greater) will be deducted from your refund for any returns that are received back to us that are due to either non-collection, incorrect addresses or an undeliverable delivery address. Your original postage will also not be refunded.
Cancelling or Returning an Order
PLEASE NOTE: We cannot accept order cancellations after 2pm for orders going out on the same day. Orders get picked, packed and bagged throughout the day, (often within 10 minutes of an order being placed) and our collections start from 2pm. It is not possible to open and sort through mail already packed and ready for dispatch after 2pm. If you wish to cancel an order, please email as soon as possible and prior to the next working day of dispatch before 2pm. If your order has already been processed then charges for picking, packing and restocking will apply for order that have already been packed.
Under the EC Distance Selling Directive, you have the right to cancel the contract for your purchase within 14 working days of delivery. Because of the nature of the goods , we can only accept the goods being returned, if they are unopened, and have the plastic cellophane intact, as well as any bottle security seal, and are in a re-sellable condition. Postage for any returned items will be at the customers expense, unless the original delivery was our error. Restocking fees may apply.
You can request a return for an order by logging in here:
Lost or Missing Goods
If your goods have not arrived within 7 days of the delivery confirmation email (for International orders, please allow up to 28 days), please email or telephone to let us know.
We will require a confirmation email from yourselves regarding the lost items before we can enter into the refund or replacement procedure. You must contact us within 28 days for UK orders and 35 days for International orders in order to claim for any lost items. Any claim made after this time will not be entered into and the responsibility for any lost item will become your own.
Royal Mail stipulate that goods are only deemed lost if they are missing for more than 15 days, but we do not expect our customers to have to wait this long before we ship replacement items (unfortunately International customers will have to wait the full 28 days) After receiving your confirmation email , we will refund or resend the missing item/s.
This package will have 'replacement' written on the package so you are aware that this is not the original lost item that has arrived late. If any other missing package arrives from Oxyshop before or after the replacement item has been confirmed as being sent, please DO NOT SIGN FOR THE PACKAGE. This item will then be redirected back to ourselves without you or ourselves incurring any further postage costs. Please be aware that if you do sign for the goods, you will be responsible for either purchasing the goods or return postage. Please ensure that if Royal Mail write to you in respect of any claim that we make, that you reply confirming that our claim is genuine. Please DO NOT simply ignore their letter, as this is the only way we can claim for lost post, and ensures that any future delays or missing orders for other customers can be dealt with promptly.
Any claim for missing goods after delivery must be made within 24hrs of receipt of the package being successfully delivered or signed for. Any claim made after this time will not be entered into. If you have chosen to have your goods left in a designated ‘safe place’ then we cannot be held responsible for any claims for missing items or lost goods, since the package could have been tampered with after the delivery has taken place but before you take possession.
All goods sent from Oxyhealth are tracked, and have GPS tracking capabilities to verify that the item has been delivered at the correct address, regardless of recipient. If you are having your delivery sent to a property that has multiple recipients, a business where others can sign on your behalf, or in a block of flats where GPS may not be able to determine exact location of delivery, it is recommended that you use our signed for services. Tracked deliveries are deemed delivered if they are marked as delivered by Royal Mail and confirmed by GPS at the correct location.
Damaged Goods
In the unfortunate event that your goods arrive damaged, please record this with the courier/postman on delivery, if possible. Please contact us at support@oxyhealth.co.uk within 24hrs of delivery. Please include with your email a photo (the more photos, the better) of the damaged item/s so that we can use this to claim against the courier company, and also to serve as proof of damage for ourselves.
If the order is in the UK, we will ship a replacement item out to you (if the item is currently held in stock). If the item is not in stock, you may request a refund. International orders will have the damaged item/s refunded to the payment method they purchased the item with.
We cannot refund postage cost for damaged goods, unless the entire order is damaged.
