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Delivery and Returns

All delivery, exchanges & returns are free for purchases made within the United Kingdom.

See below for list of countries we currently ship/deliver to. If your country is not listed, please contact us.

United Kingdom

England
Ireland
Scotland
Wales

Europe

Austria
Belgium
Channel Islands (Jersey & Guernsey)
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Italy
Latvia
Lithuania
Luxembourg
Netherlands
Norway
Poland
Portugal
Slovakia
Slovenia
Spain
Sweden
Switzerland

Rest of World

Australia
Brazil
Canada
China
Egypt
Ghana
Hong Kong
India
Japan
Kuwait
Lebanon
Madagascar
Malaysia
Mexico
Monaco
Mozambique
Namibia
New Zealand
Nigeria
Oman
Pakistan
Qatar
Russia
Saudi Arabia
San Marino
Serbia
Singapore
South Africa
Taiwan
Uganda
United Arab Emirates
United States of America
Zambia
Zimbabwe

DELIVERY & SHIPPING INFORMATION

Your order will be fulfilled within one working day of receipt excluding weekends and UK Holidays. Orders placed after cut-off times or on weekends and UK public holidays will be processed on the following working day. If we receive your order before 10:00am London local time UK on a working day, it will be processed subject to acceptance and approval and shipped that same working day unless there is an Event Outside Our Control.  If we are unable to meet the estimated delivery date because of an Event Outside Our Control, we will contact you via the contact details that you have provided with a revised estimated delivery date.  Please note that delivery can take longer than expected due to customs clearance procedures in certain countries.

Delivery will be completed when we deliver the Products to the address you gave us.

Please ensure that you provide the correct shipping address details, as we’re unable to redirect orders once they are on their way to you. Before we can dispatch your order, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.

We will insure each purchase while it is in transit until it is delivered to you. We will require a signature for any goods delivered, at which point responsibility for your purchased goods will pass to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you agree to accept evidence of a signature by them (or at that delivery address) as evidence of delivery and fulfilment by us and transfer of responsibility in the same way.

INTERNATIONAL SALES AND DELIVERY

We ship DDU (delivery duty unpaid) to certain destinations outside the EU. Product prices displayed on our website are inclusive of UK VAT. If you are not liable to pay VAT, this will be removed at checkout. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. We are unable to advise or predict the amount. You alone shall be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. Note that delivery can take longer than expected due to customs clearance procedures in certain countries.

You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

Please note that we are unable to ship certain products outside the EU including products made of or containing CITES restricted materials. We will make an effort to indicate on the product pages if a product cannot be shipped outside of the EU.   Based on your shipping/delivery destination, you maybe blocked from checking out/purchasing these products and you will need to either remove them from your cart or change your shipping destination to proceed with your order.

YOUR RIGHT OF CANCELLATION

NOTE: This clause only applies if you are a consumer and if you are a UK or European Community citizen. If you are purchasing Products from outside of the European Community please see the International Delivery and Sales clause above.

You have a legal right to cancel a Contract during the period set out below. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product or Products, you can notify us of your decision to cancel the Contract and receive a refund. If you are a UK citizen, advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.

However, this cancellation right does not apply in the case of any made-to-measure or custom-made products and/or products made to your specification or clearly personalised.

Your legal right to cancel a Contract starts from the date of the order confirmation, which is when the Contract between us is formed. If the Products have already been delivered to you, you have a period of 14 (Fourteen) working days in which you may cancel, starting from the day after you receive the Product.  Note that working days means that Saturdays, Sundays and public holidays are not included in this period.

To cancel a Contract, please contact us in writing to tell us by sending an email headed ‘Notice of Contract Cancellation’ to customerservice@oysby.com. You may wish to keep a copy of your cancellation notification for your own records. When you send us your cancellation notice by email, your cancellation will become effective from the date you sent us the email.

If you refuse delivery or if for any other reason delivery of the Product does not occur then the Product will be returned to us by our shipper and we shall assume unless you advise us to the contrary that you have cancelled the Contract.

Web orders can be returned to the address on the returns form enclosed with your order, but we do not offer a free service for customers living outside of the United Kingdom.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the Product(s) and will be liable for damage to the product(s) until we actually receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us. Product(s) that are the subject of cancellation must be shipped to (details will follow shortly). You should retain proof of sending, in case of a dispute.

Product(s) should be returned to us with their original packaging and footwear must be tried on carpeted surfaces only. Product(s) must be unused, unworn and in an unaltered condition. Product(s) must be sent from the country that the order was delivered to.

Subject to compliance with the above, we will refund the full value of your order, including shipping costs if within the UK, within 30 days of receiving your notice of contract cancellation. Outside of the UK, we will only refund the cost of the product, not the delivery cost.

Please note you may only use your right to cancel the order under the DSR’s if you give us formal written notice of cancellation any time after your order has been placed, up until 14 (Fourteen) working days from the day after you received you order, as described above.

EXCHANGING AND/OR RETURNING PRODUCTS

NOTE: For the avoidance of doubt if you are ordering Product from outside of the European Union (EU) please carefully read the Note at the beginning of the section Your Right of Cancellation which explains that no right of cancellation applies to you. Your only rights are to return a Product, which are set out below.

You must upon receipt immediately check all Product(s) you receive against your order. If the Product(s) you receive is damaged, defective or in any way incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us by e-mail only as soon as possible but in any case within a reasonable period of time. Product(s) must be returned with its original packaging and footwear must be tried on carpeted surfaces only. Product(s) must be unused, unworn and in an unaltered condition.

We may also agree to allow any Product(s) not falling within the above to be exchanged once following purchase subject to the requirements set out below.

To return or exchange a product if you are within the UK, please send us an exchange request via email at customerservice@oysby.com. Your request must be submitted within 14 (Fourteen) days of receipt of the goods. Once your request has been approved we will be in touch with you with details of how to make your return. You should not return any Product(s) to us until these arrangements have been made. If you are outside of the UK, please note that you must cover the cost of the return shipment. Any additional costs including taxes and duties that have not been covered by you will be deducted from your refund. The original delivery cost will not be refunded.

In the UK, any returns must be made in a single delivery shipment and any fragmented returns may incur additional costs payable by you to us. It is imperative that you follow our instructions for the return of your items and that all goods are shipped back to us within 14 (Fourteen) days. There is no charge to exchange items for a different size, however all exchanges are based on stock availability. If you are a customer from outside of the UK, please see below for instructions on exchanges/returns.

If you have purchased Product(s) from us from outside the UK you are wholly responsible for the payment of all taxes and duties on any supply of Product. We cannot under any circumstances refund such taxes/duties. You must deal with this application directly with the appropriate authority. Additionally any returns of Product(s) from outside the UK, will be at your own expense.

We recommend that you retain proof of sending, in case of a dispute.

Any refunds given by us will be made to the debit/credit card account provided when you placed your order and will be subject to our right to withhold amounts for products that are damaged or degraded on return or for shipping if outside of the UK.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

This returns policy does not affect your legal and statutory rights.

EVENTS OUTSIDE OUR CONTROL

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below.

An ‘Event Outside Our Control’ means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

  • we will contact you as soon as reasonably possible to notify you; and
  • our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

OUR RIGHT TO VARY THESE TERMS
We may revise these Terms from time to time in the following circumstances:

  • changes in how we accept payment from you;
  • changes in relevant laws and regulatory requirements; and
  • Any other reasonable circumstances.

Every time you order Products from us, the Terms in force at that time will apply to the Contract between you and us.

Should we revise these Terms, we will keep you informed and give you notice of this by stating that these Terms have been amended and the relevant date at the outset of these Term and Conditions.