FAQ

DELIVERY UPDATE

Customers can find their expected delivery date in the delivery information link. We're also working closely with our couriers to ensure safe deliveries and this includes drivers signing on behalf of customers and parcels being left in safe places.

 

ORDER ISSUES

I have received the wrong item

Oh no, we’re so sorry to hear this has happened with your order! We want to sort this out for you straight away so please send over images of the incorrect item, the packaging this was delivered in to service@oyssports.com. One of our super friendly customer service advisors will then be on hand to resolve this for you immediately!

 

My item has arrived damaged or faulty

We’re extremely sorry to hear this has happened to your item. All products are checked thoroughly prior to being dispatched so we are sorry your item must have slipped through the net! Please send over your order number and an image of the damaged item (ensuring the OYSSPORTS tag is visible in the pic) to service@oyssports.com and we will have this sorted for you immediately!

 

My item got broken after wear

We’re sorry to hear your item has become damaged after wear. We pride ourselves on the quality of our items and truly believe they should last a lifetime and not just one wear or wash! Please attach an image of the damaged item in an email to service@oyssports.com and one of our customer service advisors will be in touch with a solution!

 

An item is missing from my package

This is extremely concerning as all packages are checked meticulously prior to being dispatched, and we want to get this resolved for you immediately. We weigh our parcels prior to dispatching them so please send over your order number to service@oyssports.com and our team will be able to investigate what has happened and have this sorted for you!

 

Can I cancel or change my order after I have placed it?

We know our customers want their items ASAP so as soon as your order is placed, our team work hard to ensure that this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/canceled to one of our social media channels or service@oyssports.com and we’ll try our best to sort this for you!

 

Why was my order canceled?

We’re sorry to hear your order has been canceled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to pick your order or, our payment provider has declined to accept your payment method. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 72 hours/7 working days (this time frame is dictated by your bank and isn’t something we can speed up unfortunately!).

 

My item became damaged after wear

We’re sorry to hear your item has become damaged after wear. We pride ourselves on the quality of our items and truly believe they should last a lifetime and not just one wear or wash! Please attach an image of the damaged item in an email to service@oyssports.com and one of our customer service advisors will be in touch with a solution!

 

PRODUCT AND SIZE

What size should I order?

We always want our items to fit our customers perfectly, so we provide a size guide and sizing information next to all items on our website. All our items generally fit true to (US/UK) size but if we know a product’s material creates a tighter fit, we’ll recommend sizing up in the product description box alongside the item. If you require further help with sizing, our customer service representatives can recommend you a size if you send over the item name and your bust, waist and hip measurements via one of our contact platforms.

 

Can I buy your items off other websites?

No. All our items are designed in house by our design team and manufactured in our own factories. It’s worth noting that we do not offer wholesale so any websites using our images, will not be dispatching our items. We’d never want our customers to be deceived by another online retailer so if you want OYSSPORTS designs and quality, we recommend only ordering from our website directly.

 

DELIVERY INFO

Coronavirus Delivery Update

Customers can find their expected delivery date in the delivery information link. We're also working closely with our couriers to ensure safe deliveries and this includes drivers signing on behalf of customers and parcels being left in safe places.

 

Can I change my delivery address after placing my order?

We know our customers want their items ASAP so as soon as your order is placed, our team is on it ensuring this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order canceling, please send over the order number and what exactly needs to be changed/canceled to one of our social media channels or service@oyssports.com and we’ll try our best to sort this for you!

 

How do I track my order?

Once your order has been dispatched, there is a tracking feature on the website where you can track your delivery through the email number or order number. If you can't find it, you can send an email to service@oyssports.com and one of our customer service advisors will be in touch with a solution!

 

Why is my order late?

We work hard to ensure that orders are dispatched quickly so it’s truly disappointing to hear your order has not been received on time. Please note, we do state online that all delivery time frames are estimates 8-10 days delivery so we cannot guarantee your order will be delivered on the estimated delivery date shown at checkout if you select any other delivery method. If a delivery has been attempted and not received, you can re-arrange delivery with the courier directly. If your order was dispatched with 8-10 days delivery and hasn’t been received on time, please send over an email to: service@oyssports.com and we’ll investigate this delay with the courier directly.

 

Where is my order being dispatched from?

All orders are shipped from our warehouse in the United States or Asian.

 

Can my order be left in a safe place?

Orders that are dispatched with standard delivery can be left in a safe place or with a neighbour without the customers consent. If you have paid for a delivery service and selected DHL express at checkout, this parcel cannot be left in a safe place without the customers consent and you would therefore need to contact the courier directly to request this. Unfortunately, we cannot make this request on our customers behalf.

 

Where is my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

 

RETURNS INFO 

The return address: 135 Oak Manor place Pittsburgh Pennsylvania 15235

Tel: +1-(929)-5137032

 

Are returns free?

You can return this via your local post office, but this service is not paid for and this cost will be your responsibility. There is an office address in the United States. If there is a need for a return, please send an email to service@oyssports.com to get our return permit and explain why and confirm whether you’d rather mail it to us (these postage costs would be your responsibility). Then simply open the Return Quickly Link, quickly do it.

 

What is your returns policy?

Returned items must be received within 30-days of delivery. Please do your best to try on, handle and repackage the items with care. Any merchandise returned must be received back in its original condition - this means it must be unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached. Please fill-in and include the returns form along with your returned item to enable us to identify you and process your return as quickly as possible. We aim to process all returns within 10-14 working days of delivery to us, at which time we will issue a full refund or exchange and will follow up with a return confirmation email. Please be aware if you have made a purchase using a OYSSPORTS gift card, your funds will be refunded back to this method.

 

How do I return my order for an exchange?

Need to swap a size or fancy something completely different? No problem at all – just fill in the returns form stating the item you wish to receive in place of your returned item (detailing colour and size), and we’ll get this processed for you upon receipt of your return. Please note, if this new item is out of stock, this will be refunded instead. If your exchanged item is of a higher value than your returned item, this will also be refunded instead.If there is a need for a return, please send an email to service@oyssports.com to get the return address.

 

My exchange is wrong.

Oh no, we’re so sorry to hear this has happened with your order! We want to resolve this for you straight away so please send over images of the incorrect item, the packaging this was delivered in to service@oyssports.com. One of our super friendly customer service advisors will then be on hand to resolve this query immediately!

 

My refund is incorrect.

We’re so sorry to hear this and want to get this resolved for you as quickly as possible so please send over an image of your returns postage receipt to: service@oyssports.com along with the names of the items you returned and we’ll have this sorted for you!

 

How long it takes for my refund or exchange to be processed?

Refunds and exchanges are processed within 3 working days of us receiving the item(s) back at our warehouse. Weekends aren’t included in working days and we only begin this countdown when the items are in our warehouse, not when they were posted back, so please bear this in mind especially if you’re returning internationally! Please note, if you’ve sent your item back for an exchange, we take approximately 5 working days to process the returns and then your exchanged item will take 3-5 working days to deliver. If you require your replacement item within two weeks of you receiving your initial product, we recommend re-ordering and sending your current item back for a refund.

 

Can I get my refund on a different card?

Unfortunately, we can only ever issue product refunds back to the original method of payment supplied at checkout. If you have lost or canceled your card, this will not affect your refund as your bank will be able to transfer your payment over to your new account. You can discuss this further with your payment provider.

 

Have you received my return?

We don’t contact our customers as soon as we have received your return, only when we have processed a refund/exchange so there’s no need to panic if you haven’t heard from us – we’re just working our way through our returns! If you want to see if we have received this in the meantime, we recommend checking your returns tracking number (found on your postal receipt).

 

What is your return address?

There is an office address in the United States. If there is a need for a return, feel free to service@oyssports.com to get our return permit.

The return address: 135 Oak Manor place Pittsburgh Pennsylvania 15235

Tel: +1-(929)-5137032

 

PAYMENTS/DISCOUNTS

I have been charged incorrectly

Our system can only take the amount that is confirmed by yourself at checkout so please ensure you have checked out in the correct currency. If your invoice/confirmation emails show an alternative amount to the total you confirmed at checkout, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn. Apologies for any alarm caused! 

 

Do you have any discounts?

We regularly run promotions, competitions and discounts through our email subscription and social media pages so make sure to sign up and keep an eye on those platforms! You can sign up to our email subscription on the website.

 

How do I use student discount?

We now offer a huge 15% student discount on our website. Simply register with Exclusive Discounts to confirm your student status, log into your OYSSPORTS account and redeem your discount today!

 

The price has changed since I ordered.

As an online retailer, our prices can occasionally change due to factors such as stock levels, customer demand and fashion trends. Due to this, we are regrettably unable to amend an item price once the order has been completed.

 

What payment methods do you accept?

We accept Klarna, Visa, MasterCard, Mastro, and PayPal as methods of payment.

 

What is your online security policy?

Our customers online security is extremely important to us and we endeavour to keep our customers safe when shopping on our website. As part of this, we occasionally perform security checks on some orders and if we’re unable to validate your order, we may contact you via email to request more details regarding your payment. Please rest assured, this does not affect your credit rating. In the unlikely event your card has been used fraudulently, we urge you to contact your payment provider immediately and inform us at: service@oyssports.com.

 

TECHNICAL ISSUES

I can't place an order

We’re sorry to hear you’re struggling to place an order with us and we try our best to ensure this is a simple experience for our customers! If you’re experiencing any difficulties placing an order with us, we’d firstly recommend clearing your device history and CACHE and attempting this again. If this issue persists, we’d then suggest using an alternative device and/or payment method. If you receive an error message that states, “gateway rejected: fraud”, this is because our payment providers are declining your payment method. On this occasion, we would recommend checking your billing address is 100% correct or attempting to check out with PayPal instead.

 

I forgot my password or can't sign in

Not to worry, we can resolve this for you! Please send over an email to: service@oyssports.com from the email address your account was created with and we’ll send you a link to reset your password or change this for you ourselves (you can later log into your account and change this again yourself).

 

How can I unsubscribe from your emails?

We’re so sad to hear you want to leave the fun! Remember, we send exclusive access to our latest collections and discount codes through this email subscription. If you really want to unsubscribe from our emails you can do so by clicking “unsubscribe” at the bottom of any emails we have sent you.

 

How do I delete my account with you?

If you wish to deactivate your account with us, you can do so by contacting our customer services at: service@oyssports.com. Please send over your account email address and billing address and we can then delete this account and send you a confirmation of this to your email address.