Refund & Return Policy
1. Eligibility for Returns & Refunds
We offer returns or refunds under the following conditions:
A. Compliance with Our Return Policy:
- You may request a return if the item meets our return policy requirements.
- All return requests must be initiated within 14 days of receiving your order.
B. Defective, Damaged, or Incorrect Items:
- If you receive an item that is faulty, damaged, or not what you ordered, please email us at support@oxford-boutique.com with clear photos or a video of the product.
- Our priority is customer satisfaction, and we will arrange a suitable replacement.
- We cannot process exchanges without visual proof of the issue.
C. Undelivered Orders:
- If your order has not arrived within 30 days from the purchase date, it will be considered lost in transit.
- Depending on the situation, we will either send a replacement or issue a partial refund.
2. How to Return & Request a Replacement
To start a return, email us at support@oxford-boutique.com explaining the reason for your return. We will provide return instructions accordingly.
You may return your item within 14 days of delivery, provided that:
- You notify us of your return request within 14 days of receiving the package.
- The item is unused, unworn, and in its original condition.
- The package is complete with all included items.
- The return reason aligns with our return policy.
Important:
- Customers are responsible for all return shipping costs.
- Since our primary warehouse is in China, return shipping costs may be higher, averaging around £20.
Note: Never return your parcel to the address printed on the shipping label. This address belongs to a general carrier facility and is not our warehouse. Parcels sent to this address will not reach us and cannot be refunded. Always contact us first for the correct return instructions.
3. Frequently Asked Questions
Q: How do I return an item?
A: Contact us at support@oxford-boutique.com to request the return address. You must provide a tracking number to confirm the return shipment. The return shipping fee is the customer’s responsibility.
Q: Do I need to return my entire order?
A: No, you only need to return the specific item(s) you want to return.
Q: Can I exchange an item if the size is incorrect?
A: We only process exchanges if we made a mistake in sending the wrong size. To avoid sizing issues, please refer to the size guide available on each product page.
Q: When will I receive my refund after returning an item?
A: Once we receive the returned item at our warehouse, the refund process will begin. This typically takes 5-7 business days for the package to arrive. After inspection, we will issue your refund within 2 business days. The bank may take an additional 3-5 business days to process the refund.
Q: My package was returned to the sender. What should I do?
A: This could happen due to:
- The package not being claimed within the courier’s time frame (usually 5 days). Please check with your local courier.
- An incorrect shipping address. Contact your local courier to arrange pickup with your tracking number.
- Customs fees or import duties not being paid. If needed, reach out to us for assistance.
Q: Do you provide prepaid return labels?
A: No, return shipping is the customer’s responsibility, and we do not provide prepaid return labels.
Q: How can I contact customer support?
A: You can reach out to us at support@oxford-boutique.com. We aim to respond within 24 hours. Please include your order number when contacting us for faster assistance.