Account FAQs

What products do you offer?

How long have you got?! We offer a wide range of products all which can be found on our website. If you have any specific questions regarding them feel free to contact us via email or contact us page.

I have forgotten my password, how can I reset it? (ACCOUNT)

If you have forgotten your password, go to “LOG IN” page and click on” Forgot Password?” and follow the instruction on the page.

Orders

WHERE CAN I SEE MY ORDERS ONCE THEY’VE BEEN PLACED?

All orders that are placed through your profile will sit in the ‘Orders’ section of your Account:

 

Profile > Orders

 

Here, you can use the drop-down option to select the orders you want to view, or you can see them all listed in chronological order.

 

Orders will either say: Received, Paid, Shipped or Cancelled.

 

Received: This means that your order is saved on your Profile but has not yet been paid for. The order will not be sent to production unless payment is made.

 

Paid: The order has been successfully paid for and is now making its way through Production

 

Shipping: You will also receive an e-mail confirmation when the order has been shipped and is on its way to you. For more information on shipping times please click here.

 

Cancelled: If you’ve cancelled an order on your Profile it will still be visible as an order in the Orders section.

WHAT IS THE RETURN POLICY?

A: Returns within 14 days of receiving the items will be accepted.  Please note that any items return will be refunded in store credits.

In case you have not received your refund within 30 working days of returning your item/s to us, please contact our customer service team here: orders@oofyfashion.co.uk

Please remember we do not accept return for the following reasons:

  1. Items have been worn
  2. Items have been washed
  3. Items have had the tags removed
  4. There is make up transfer on the item
  5. The item is marked or stained
  6. Change of mind. In this case we will refund in store credit.

We will not cover the return postage for goods unless they are damages or faulty or there have been delivery errors.

Can I change/amend my order?

You can change your order as long as it has not been dispatched. Once dispatched, we are unable to change/amend your order.

DAMAGED/LOST ORDERS IN TRANSIT

If an order is lost/damaged in transit, we take full responsibility for this.

If your customer receives an item that has been damaged in transit, all we ask is that you send an e-mail to sales@oofyfashion.co.uk – Please include the Order Number & an image of the item, once received we will issue a replacement out as soon as possible.

We do have to give the delivery service reasonable time to deliver any parcel. However, if you have not received your order and the advised delivery period has past, please e-mail us at sales@oofyfashion.co.uk including the Order Number and we will investigate this for you.

If your order has been lost, then we will issue a replacement out to you as soon as possible. This is a rare occurrence, but we are aware that it is a possibility and will rectify the situation as soon as we can.

Shipping

Do you ship worldwide?

Yes, for more information about our shipping time and prices please click here.

Shipping methods & Times

Orders do have to be paid for before they reach our Processing Team.

When your order reaches production, it will be shipped within 3-5 business days (if the orders gets to us after 12pm, the processing time will begin from the next working day)

Once the order has been dispatched, shipping times are as follows:

UK: Tracked RM48 – 2-3 business days

EU: RM International Untracked – 5-7 business days

ROW:  RM International Untracked – 10-14 business days

You will receive an e-mail notification when your orders are shipped, which will also include the tracking number if applicable.

If an order is too large/too heavy for Royal Mail, then we will send this via courier (usually DPD). You will receive a separate e-mail and associated tracking number if we ship via courier.

You can see our shipping costs at www.oofyfashion.co.uk/shipping-costs

CAN ORDERS BE TRACKED ONCE SHIPPED?

Unless the order is too large/heavy, it will be shipped with Royal Mail.

If your order is being shipped to the UK, it will be sent RM Tracked 48. This will generate a tracking number that will be e-mailed to you in your shipping confirmation. The tracking information will update once the parcel has been scanned by Royal Mail, and again when they attempt delivery.

If we have arranged a courier for your order, then you will receive a separate e-mail from the courier advising you of your tracking number. This tracking number will be active as soon as the parcel(s) has been collected and will also list an expected delivery date.

International Orders currently aren’t tracked, they are shipped with RM International Untracked. For more information and shipping times please click here.

WHAT HAPPENS IF THE SHIPPING ADDRESS IS INCORRECT?

If you notice that the shipping address on an order is incorrect, please notify us as soon as possible at sales@oofyfashion.co.uk including the order number and the correct shipping address.

Providing the order hasn’t yet been shipped, we will be happy to edit the destination and ship to the new address.

However, if the order has already been shipped and the address is incorrect, this isn’t something we will take responsibility for. You can place a duplicate order and we will ship to the correct address or wait to see if the package is returned to us due to an unsuccessful delivery.

If the address is invalid, the delivery service will return the package to sender once delivery has been attempted (this can take 3-6 weeks for post to be returned). Once we have received the returned parcel, we will notify you via e-mail and await your response.

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