FAQs

Unfortunately, once you place your order, our logistics team has already started processing it (we move fast)! So we are unable to make any changes.

 

CAN I TRACK MY ORDER?

Once you receive your delivery email, you can check the status of your order at any time using the "tracking" page on our website.

 

WHAT SHOULD I DO IF I RECEIVE A FAULTY OR DEFECTIVE ITEM?

We are sorry to hear that! Please contact us within 14 days of receiving your goods via our email support@oscarwillowco.comwith your order number. Our customer service team will take care of it as soon as possible!

CAN I EXCHANGE AN ITEM?

Yes! If you have received your item and are not happy with the fit and size, you can contact our customer service team via email at support@oscarwillowco.com to arrange an exchange or exchange for store credit.

SALES:

WHERE DO YOU SHIP?

We ship worldwide.

 

HOW LONG DOES IT TAKE TO SHIP?

Usually 7-12 business days.

 

WHAT HAPPENS IF I AM NOT AT HOME WHEN MY PACKAGE IS DELIVERED?

If there is a safe place on the property, the shipping company can leave the package there. The shipping company will leave a card stating that they attempted to deliver the package and will give you information about where the package was sent and how to contact the company to reschedule delivery or get information about where you can pick up your package.

 

IS A SIGNATURE REQUIRED FOR MY DELIVERY?

If you are home, a signature is required at the time of delivery. If no one is home to receive the package, our delivery agents may attempt to leave it in a secure location. You may receive a card to inform you of this or to confirm that the package has been returned to the local depot. You can then contact the courier to arrange pickup or reschedule the delivery date to better suit you.

 

CAN I SEND TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?

Yes, of course! You can have your package sent to a different address. Please contact us within 24 hours so we can change the address before we ship the product! If you choose to have your package delivered at your place of work, always include the name of the company or organization and the name of the contact person in the address field to ensure your package is delivered correctly.

 

WHAT HAPPENS IF MY PACKAGE DOES NOT ARRIVE?

We ask that you wait up to 4 days after the promised delivery date for your package in the event of a delivery delay. We always do our best to get your package to you as soon as possible. If you still have not received your order after this time, please contact us with your order number and we will investigate the matter for you.

 

RETURNS:

For more information on exchanging your packages, please see our return policy.

 

DUTY:

If you have received an item that has been shipped from outside the UK, EU or other countries, a customs charge may apply. Please note that customs duties may be charged when the package is delivered. These must be paid at the post office. The buyer is responsible for paying the customs fees. For more information, please contact your local postal authority.

 

GENERAL:

DO YOU HAVE A PHYSICAL BUSINESS?

Since we are an online-only retailer, we do not have a retail store.

 

CAN I ORDER AN ITEM IN ADVANCE?

Unfortunately, due to the exclusive and fast-moving nature of our offerings, you cannot pre-order anything at this time.