Products in our Fast UK Delivery section ship from a warehouse in the UK. We are confident they will reach you quickly, so we back them with a simple guarantee.
The guarantee
| If your Fast UK Delivery item is not delivered within… | You get |
|---|---|
| 5 working days | £1 store credit (a discount code for your next order), or £1 back to your original payment method if you prefer |
| 10 days | A refund of 50% of the price you paid for the item |
| 20 days | A full refund of the item – and if it turns up later, you keep it |
How the days are counted
- Days count from the date you place your order. Orders placed after 2pm (UK time), or on a weekend or UK bank holiday, count from the next working day.
- “Working days” are Monday to Friday, not including UK bank holidays.
- The 10-day and 20-day tiers are calendar days counted from the same start point.
- An item counts as delivered on the date the carrier’s tracking shows it was delivered (including to a safe place or a neighbour you chose).
Where it applies
- Only items from the Fast UK Delivery section (marked “⚡ Fast UK Delivery – Guaranteed” on the product page). Other products on our store ship from overseas and have our standard delivery time.
- Delivery addresses in mainland England, Wales and Scotland. It does not cover the Scottish Highlands and Islands, Northern Ireland, the Isle of Man, the Isles of Scilly or the Channel Islands, where carriers can take longer.
- If an order mixes Fast UK Delivery items with other products, the guarantee covers the Fast UK Delivery items only, and is worked out on their price.
How to claim
- Email support@oxbeysupply.com with your order number and the words “Delivery guarantee”.
- Claim within 30 days of the order date.
- We check the carrier tracking and reply within 2 working days. Approved refunds go back to your original payment method; store credit is sent as a discount code by email.
- One claim per order. The highest tier that applies is paid – tiers are not added together (for example, an item delivered on day 12 gets the 50% refund, not 50% plus £1).
When the guarantee does not apply
- The address given at checkout was wrong or incomplete.
- The carrier attempted delivery and the parcel was not collected, or it was refused or returned to us.
Your legal rights
This guarantee is extra to your statutory rights under UK consumer law, which are not affected. That includes your right to cancel within 14 days, and your rights if an item is faulty or is not delivered. See our refund policy and shipping policy.