FAQ

This page contains the questions most frequently asked by consumers. In these different sections you can find help ranging from those relating to your package to reimbursement procedures.

In case you can't find the information you are looking for, don't hesitate to contact us via the contact form.

Shipping

It is possible to cancel an order if it has not been sent to our warehouse.

In that case, you can contact our Customer Service by email (service-client@oxbow.fr), by phone (+33(0)5 56 18 40 00) or using the contact form, to get more information about your order.

When your order will be sent, you will receive a tracking number by email, with a link to track your parcel.

You will also find this information on your Oxbow account, in the My Orders tab. Click on View Order on the order you want to track, and click on the link Track your order.

We work with our partner Colissimo for shipping in France and Europe.

Home delivery

Select this delivery method to receive your product directly at home.

Delivery in collecting points (France only)

Select this delivery method to receive your parcel in a collecting point of your choice.

Click & Collect

You can choose to receive your products in an Oxbow shop, and the shipping is free !

Get more information about delivery methods on the shipping page.

We ship to most of the European countries.

For metropolitan France and Corsica, shipping costs are 4€ for home delivery and collecting points delivery. The shipping costs are free for orders over 60€.

For Germany, Austria, Belgium, Luxembourg, the Netherlands, Poland, Spain, Italy, Portugal, the United Kingdom, Switzerland, Denmark, Finland, Greece, Ireland and Sweden, shipping costs are 10€ for home delivery. They are free for orders over 100€.

You can get more information on the shipping page.

To find a collecting point, user the Collecting point delivery method in the first step of the checkout.

A popup will display, where you will be able to find collecting points around the address you entered.

Returns

Metropolitan France and Corsica

By ordering on oxbowshop.com, you have 14 days to return your products for free, for a refund. You can drop your parcel in Post offices around you, by downloading the prepaid return label from your customer account.

Other countries

Returns for refund from other countries, other than France, are at the customer's charge.

Your product must be in their original packaging, with their hangtag. In the case products are damaged or without any packaging, Oxbow has the right to refuse the return. In the case of a defective product, please contact directly our Customer Service.

You can find more information about returns on the Returns page.

To proceed to a return, please follow the steps described on the Returns page.

For any other question, don't hesitate to contact our Customer Service.

Once your return has been received and processed by our warehouse and our Customer Service, you will receive a refund for the product(s) you returned, via the payment method you used for your order.

Your product must be in their original packaging, with their hangtag. In the case products are damaged or without any packaging, Oxbow has the right to refuse the return. In the case of a defective product, please contact directly our Customer Service.


Orders

When you order on our website, an order confirmation email is sent to you automatically after the payment.

It is possible that this email arrive in your junk folder. Don't hesitate to double check in that folder just in case.

If you didn't receive any email, you can contact our Customer Service for more information about your order.

If your order is incomplete, it could be 2 different reasons :

Unavailable product

In case your product is not available, we will send you all the available products we have in stock, and the Customer Service will proceed to the refund of the missing product.

Order sent in multiple parcels

It is possible that your order is sent in multiple parcel, because some products were not available for shipping when you ordered. In that case, you will receive for each shipping an email with a tracking number each time one of your parcel is sent from our warehouse.

It is possible to cancel an order if it has not been sent to our warehouse.

In that case, you can contact our Customer Service by email (service-client@oxbow.fr), by phone (+33(0)5 56 18 40 00) or using the contact form, to get more information about your order.

Payments

We propose different payment methods

Payment by credit/debit card

We guarantee that every purchase is made in complete security thanks to the use of the technological coding system (SSL) which protects your Credit Card data.

Payment by PayPal

You can choose PayPal as a payment method in your cart.

By clicking on "Pay the order" in the 2nd step of the order process, the PayPal authentication page will open, so you will be able to access your PayPal account and finish the payment.

If you don't have a PayPal account, you will be able to create one on the authentication page, before finishing the payment.

You can get more information about our payment methods on the Payment page.

Paying on oxbowshop.com is completely secure. All the information you provide during payment is protected and encrypted. Under no circumstances do we have access to your bank details, they are transferred to our bank in an encrypted and secure format.

You can find more information about the payment on oxbowshop.com on the Payement page.

Account

To create an account on oxbowshop.com, click on the link Sign in, when you are on the picto, on the top menu.

You also click here.

Click then on the Create an account button, and enter the information requested. You can also create an account via your Facebook or Google account, by clicking on the logo on the top of the page.

To edit your personnal information, log in to your Oxbow account and click on the Account Information tab.

You can also edit your postal addresses, by clicking on the Address book tab.

If you forgot your password, you can ask for a new one by going on the log in page, and click on the Forgot your password link.

You will be redirected to a page asking you your email address used by your oxbowshop.com account. Enter your email, and click on the Reset my password button. You will receive an email with the process on how to creat a new password.

To delete your account, please contact our Customer service, by email (service-client@oxbow.fr), phone (05 56 18 40 23), or using the contact form.

Our team will delete your account on our website, and all the information related to it.


When creating an account our our website, you will cumulate automatically loyalty points, offering you additionnal discounts all year long.

You can find more information about our loyalty program on the Oxbow Club page.

Products

As stated on our website, our terms and conditions apply to all promotions and to every order. At Oxbow, we guarantee you quality products. The guarantee applies should a product prove to be defective due to a manufacturing defect.

The legal warranty period is two years (24 months).

Care instructions are indicated on every hangtag of our products.

The Oxbow brand

You want to contact us ? You can use the contact form with the object of your request.

If you want to have more information about our online shop, you can also contact our Customer Service by email at service-client@oxbow.fr, and by phone at +33(0) 5 56 18 40 23

You want to join the Oxbow Family ? You can for the job offers on the job offers page.

To stay up-to-date on all Oxbow news and deals, you can subscribe to our newsletter by entering your email address in the footer, in the Newsletter field.

If you have an account on our website, you can also manage your newsletter subscription  by clicking on the Newsletter Subscriptions tab.

If you want to receive Oxbow stickers, you can contact our Customer Service by email : service-client@oxbow.fr.