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Frequently asked questions


ORDER

What size should I get?

Measurements for each product have been provided in the description. Please go through them carefully and measure it against yourself to determine which size you should go for.

You can also find different Product Size Calculators here.

Can I change my order?

Yes, we accept any changes to an order. 

Please note that if you need to make any changes to your orders, please fill up the "Cancel or Change an Order" form within 24 hours of placing the order. 

Can I cancel my order?

In usual terms, if cancelation request is sent by 12hours of order, we refund only 80% of total value or provide 100% of the order value in store credit. Check our terms & conditions.

Please note that if you wish to cancel the order, please fill up the "Cancel or Change an Order" form within 12 hours of placing the order. 

Can I return an item?

Due to the nature of the item ordered, we do not accept returns. If you have any issues, please fill up the "Issue with Order Received" form within 48 hours of receiving the order.
One of my items arrived broken, what to do?
We can fix this - Please don’t let this damage your opinion of us!

We’re really sorry if you have received any damaged or faulty items. Although not a regular occurrence, everyone here at Oxy-shop tends to feel a little broken when it does happen.

If an item arrives defective, please fill up the "Issue with Order Received" form and send pictures within 48 hours of receiving the order. We will inspect the damages and act according to our terms & conditions.

Please note that we do not refund or replace items broken while in use.

SHIPPING

Is delivery discreet? 

Your secrets are safe with us.

We know that you guys can be very private people! As such, we promise that whatever you order will be just between us (and anyone you choose to share it with). 

There'll be no tell-tale signs of what's inside your package when it is delivered. In fact, the majority of items are boxed for optimum discretion, privacy and to give your package the protection it deserves. 

However, in cases where this is not possible we will use high strength, weather resistant, burst and puncture proof bags, to ensure that your secret never gets out!

Check out how we send your parcels on Packing & delivery.

What is your shipping time?

This depends on the shipping method and the destination country.

Current shipping times:
Standard shipping goods take an average of 5-12 working days to arrive.
Express Shipping option, goods take an average of 3-7 working days to arrive. 

Can I change my shipping address?

If you need to make any changes to your shipping address, please fill up the form "Cancel or Change an Order" within 24 hours of placing the order.

Please ensure that all the information you have provided is correct before submitting your order to us.

NOTE: To all customers that provided a shipping address different to their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.

My tracking number only shows "Order being prepared"?

Status means that your order is in preparation (1-4 days) or production phase (5-20 days or 2-6 weeks for Custom Guardian). 

We ship your parcel the moment you receive the tracking number. The tracking gets activated at departure.

Where are the items shipped from?

Orders are shipped from our warehouses worldwide, depending on the items (USA, France, and HK). 

As our items are stored in several warehouses, your order may be shipped in separate packages.

How do I track my order?

Tracking numbers are included in your shipping confirmation email. 

You can check the status via "Delivery Tracking Issue" form or alternatively, you may use the following link to track down your parcel(s).

I tracked down my order and status says "Return to Sender", what should I do?

In the event that the parcels were returned to us, please fill the form "Delivery Tracking Issue" or contact us immediately so we can agree on the future steps.

Please note, DHL orders can’t be refused at arrival - If you refuse to receive a DHL order or DHL can’t deliver to you = The order is not refundable. 

If you want us to resend a returned DHL parcel and it is your fault for not having retrieved the package, we will invoice the new delivery fees.

The tracking site says "Delivered" but I haven't received my order yet

Please note that we provide a tracking number to each customer. It is the customer’s responsibility to track down their orders. 

Kindly fill the form "Delivery Tracking Issue" or contact your local post office if the parcel arrived at your destination country. 

Please contact our Customer Service team for further assistance. We are not responsible for any stolen packages.

Customs & Import duties

Your parcel may be winging its way to you at full speed, but you'll be the one flying high when it arrives! 

It is, however, our duty to inform you that any Customs or import taxes are your own responsibility and, unfortunately, Oxy-shop has no control over them. 

If Customs choose that your order is not permissible, the item(s) can be seized and unfortunately in this case we cannot offer you a refund. But, don't dismay; your package will not specify any details with regards to its contents. So, why not go overboard and order something really naughty?