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FAQS
The questions we get asked most. Full detail lives on the shipping page and the returns and exchanges page.
How quickly will my order arrive?
Order before 2pm on a working day and we'll normally get it out the same day. UK standard is 3 to 5 business days, Tracked 24 is 1 to 2, and Next Working Day is exactly what it says (if you order before 2pm). During sale periods and other busy spells, dispatch can take a little longer.
What does delivery cost?
Detailed shipping costs, international rates and free thresholds are on the shipping page.
Do you ship to my country?
Almost certainly. We ship worldwide, apart from Russia, Ukraine and Israel, where services are currently suspended. We can't deliver to PO Boxes or BFPO addresses either.
Will I get charged customs or duty?
Not in the EU or the US. Those orders go duties and taxes paid, so there's nothing more to settle when the parcel lands. Everywhere else, any import charges are set by your country and are down to you. Your local customs office can tell you what to expect.
Can I track it?
Yes. Every order is tracked and you'll get a dispatch email with the link the moment it leaves us.
I've made a mistake on my order. Can I change or cancel it?
Usually, if you're quick. Email us at info@oipolloi.com. Our warehouse is pretty efficient at getting your orders out - so not always possible, but we will try. Once the parcel has left us we can't change the address or the contents. So always double check all your details.
How long have I got to send something back?
14 days from receipt for a refund. Up to 30 days for a gift card or an exchange. It needs to come back unworn, unwashed and with the tags still on. And please, no aftershave.
Do I have to pay to return something?
Yes, return postage is at your cost, wherever you are. The exception is anything faulty, damaged or sent in error, where we cover it. Exchanges are always sent back out to you free.
How do I start a return?
Head to the returns section in the footer of our website. You'll need your order number and the email address linked to the order.
Have you received my return?
Check the tracking on your proof of postage first. Once it reaches us, refunds are generally processed within 5 working days (may take longer during peak trading periods) and you'll get an email confirming it. If it's been more than a week since the tracking showed delivered and you've heard nothing, send us your order details and we'll chase it.
Something's arrived faulty or it's the wrong item.
Email info@oipolloi.com within 72 hours with photographs (including the price label) and your order number. We'll sort it out if we've made a mistake and send you a returns label.
Is it the same colour as it looks on screen?
Close, but no two screens render a colour identically and no two production runs are quite the same either. We photograph everything as honestly as we can. If what turns up isn't what you had in mind, send it back.
How do I contact Customer Service?
Email us at info@oipolloi.com - our customer service team work Monday to Friday 9am-5pm. We'll aim to get back to you as soon as we possibly can.