Help and Contact

Here are a few frequently asked questions answered

How do I order?
To place your order simply go through the site and click on the item you wish to purchase (Inclusive of the colour and size) and click on ‘Add to Basket’ you can continue shopping by clicking on the ‘Continue Shopping’ button to add additional items to your basket. When you are happy and ready to purchase your goods simply click on the ‘Proceed to Checkout’ button and follow the on screen instructions of entering your name, billing and delivery address etc.

Please ensure that you have your Credit/Debit card ready as the next screen will ask you for these details. You will also receive a confirmation E-mail (to the E-Mail address provided by yourself) with a rundown of your goods purchased.

What Cards do You accept?
We accept all major Credit/Debit Cards; however unfortunately we cannot accept cash through the post. You can also send cheques for your goods to the address at the bottom of this page, we will send goods immediately (Usually Within 2-3 Working Days) for Credit/Debit transactions or after your cheque has cleared (Please note all cheques should be made payable to Oxigen ).

What Currency Do You Accept?
We accept UK Pound Sterling (GBP)

Do You Ship Abroad?
Unfortunately at the moment we cannot provide this service.

Is My Online Ordering Safe?
Yes, we use the HSBC SSL (Secure Sockets Layer) technology to allow for encryption of your personal information for example your Name, Address and other sensitive information. No information that you supply us will be forwarded to any third parties.

Do I have To Order Online?
Ordering over the internet with Oxigen is the safest and quickest method of receiving your goods; you could however visit one of our retail outlets listed below.

If I See Something on the Internet For A Certain Price, Can I Purchase It For The Same Price In Store?
The answer to this is no, Our store prices are set due to the In Store overheads, all store prices are set as competitively as possible.

Is Something Cheaper On The Internet Than Instore?
We endeavour to provide an excellent price guide for all our goods in store but sometimes ordering over the Internet is the cheaper way of purchasing items due to retail outlet overheads.

When Will I Receive My Order?
When you purchase from us, at the point of payment you will be given the option of which delivery service you require, The options are 4 working days (The costing for this is £2.95 GBP) or alternatively Next Working Day (£4.95), Your delivery will arrive within the timescales of your delivery choice. (Please see aditional notes with regards to these services). In the unlikely event that you parcel has not reached you within these timescales please contact us either by E-Mail, website@oxigen.co.uk or by Telephone, 01332 850066 and we can track your order from here and advise you accordingly.

How Much Is The Delivery Charge?

The standard delivery charge is £2.95 for delivery within 4 Working days, or free delivery for orders over £75.

Next Working Day* Next working day delivery charge is £4.95 - Your order will be delivered between the hours of 8am and 5.30pm the following day providing that your order is placed with us before 2.00pm. (Saturday, Sunday and Bank holidays are not classed as working days. Orders placed after 3.00pm Monday to Friday, or at any time on a Saturday or a Sunday or Bank Holiday will be delivered within 2 working days). Please read What Happens If Nobody Is In When You Try To Deliver My Goods? section for delivery details.

Next working day is not available in to Northern Ireland, Isle Of Man, Scottish Islands, Isles of Scilly, Channel Islands and the following postcodes - HS1-HS9, IV21-IV56, KA27, KW5-KW17, PA20-PA78, PH30-PH44, TR21-TR25

When Will I be Charged?
When you submit your order you will be redirected through to a secure connection to the HSBC, when you agree to the terms and conditions of the site.

If your payment is authorised you will receive a confirmation E-mail within a few minutes with details and confirmation of your order and monies be taken from your account shortly afterwards.

In the unlikely event that there is a query with your card details we will E-mail you to acknowledge that there is a possible issue and no monies will be taken from the card details supplied.

We reserve the right if we feel suspicious of fraudulency to inform the appropriate authorities.

What Happens If Nobody Is In When You Try To Deliver My Goods?
We will try to deliver your goods to the best of our abilities, and if there is nobody home we will leave a note through your door, we will then try again the next day and if nobody is in then we will give you a reference number and an address of where your goods have been delivered to (Your Nearest Post Office). Please ensure when picking up your goods that you have identification with you for security purposes.

If we try to deliver the goods and have unfortunately not been able to deliver to your chosen address, it is your responsibility as a customer to pick up the delivery.

Can Somebody Else In the House Sign For My Delivery?
Yes, anybody within the household can sign for the goods, we will however require a signature at time of delivery.

Can I pick My Delivery Up From Your Shop?
Our main despatching area is based in Castle Donington, Derbyshire and if required you may pick up your goods direct, Please ensure that you stipulate this on your order form in the Special Requirements area of the ordering process and we will hold back your good for pickup (We will refund any delivery charges that you may have incurred during the purchasing process by gift voucher)

Can My Goods Be Left At An Agreed Place?
No, unfortunately not, all deliveries have to be signed for either at the address specified or at the post office that your goods have been delivered to if nobody was available at home.

Can I Return Goods Purchased From A Retail Outlet Through The Post?

Please note that any goods purchased from any of our retail outlets must be returned to the outlets that the goods were purchased from, Any goods purchased from the website may be returned either to the Castle Donington outlet by hand or alternatively via the post to the address on the website.

Do you have a shop?
Yes we have over 10 retail outlets located at Castle Donington, Bourne, Ashbourne, and throughout the midlands.

Can I contact You via Telephone?
Yes you can contact us on 01282 3924100 and one of our customer services team will be happy to help. We can also be contacted via E-mail on website@oxigen.co.uk – and we will endeavour to return your mail as quickly as possible.

Do You Do Wholesale?
Yes we can supply wholesale goods to APPROVED resellers, You can contact us with your details via the website and if successful we will contact you accordingly.

Corporate Enqiries
If you would like to advertise on our website please enquire in writing to website@oxigen.co.uk

General marketing, affiliate schemes, media relations and enquiries should be also directed to the same address.

I Am Having Problems With Your Site
Unfortunately some system errors do occur, If you are having problems with the site please ensure that you have your computer system completely up to date from Microsoft and have enabled cookies, we use cookies to remember who you are, any additional problems please contact us at website@oxigen.co.uk and we will endeavour to eliminate any problems that you may be having (Please note that the hours for this support is from 09.00 to 17.00 Monday to Friday.
Please note that many problems occur if your operating system is not Windows based, I.E. (Win 95, 98, ME, 2000, XP), your Internet browser is (IE6 or above)
Any other messages that may appear please cut and paste the error and send it to website@oxigen.co.uk and one of our experienced team will endeavour to help to the best of our ability.

I Am Getting Lots Of Pop-Ups When On Your Site
Oxigen does not endorse any pop-up advertising that appears when using our site; these intrusions are known as ‘Spy ware’ and we recommend removing it by tools such as Google pop-up Blocker. This can be found at www.google.co.uk.

How Do I Return My Order?
If you are not completely satisfied with your order within 7 days of purchase then return the goods to us in their original state for a full refund, or exchange the item for a different style whichever is preferred..
Please note for hygiene reasons certain items may not be returned

How Long Will It Take To Refund Me?
Please allow 5 working days to receive receipt of refunds, If the goods are not in the original state sent out to you we reserve the right not to issue a full refund, it is your responsibility as a customer to let us know if your goods have not reached you in the correct and expected state at the time of delivery.

Part Of My Order Is Missing
In the unlikely event that this should occur, if you have received a parcel that has item missing, please contact us either by telephone or E-Mail and we will investigate the matter further.

Do I Have To Pay For The Return Postage?
If you are returning a parcel to us for a refund or an exchange then the cost of the return packaging is your responsibility.
Until the item reaches us is your own responsibility and lost itms cannot be refund, for your own protection we would recommend using a delivery service that insures you for the value of the goods.

The Item I have Purchased Is Reduced, Can You Refund Me The Difference?
In these cases unfortunately we cannot advise you in advance of a reduced product price or reimburse you, we cannot also refund the difference in price when a product is purchased.

Any other Queries can be submitted to us a website@oxigen.co.uk and our experienced staff will be happy to help.

Our contact address if you would rather communicate with us by mail is:

1-5 Clapgun Street
Castle Donington
Derbyshire
DE71 2LE

T. 01332 850066
F. 01332 850099