Frequently asked questions for Oxeir’s E-commerce portal

 

How do I track my Oxeir India order?

Go to My Order  in your Oxeir India account to track your package.

 

How do I track my Oxeir India delivery?

You can track the location of your package by entering your tracking ID

 

What if I miss my Oxeir India order delivery?

Do not worry; the delivery agent will try to deliver again on the next working day. You can also call the delivery agent to get the latest delivery update.

 

I missed the delivery of my order today. What should I do?

The courier service delivering your order usually tries to deliver on the next business day in case you miss a delivery.

You can check your SMS for more details on when the courier service will try to deliver again.

Will the delivery be tried again if I’m not able to collect my order the first time?

Couriers make sure that the delivery is re-attempted the next working day if you can’t collect your order the first time.

why delivery of my order is delayed. What should I do?

On the rare occasion that your order is delayed, please check your email & messages for updates. A new delivery timeframe will be shared with you and you can also track its status by visiting My Orders.

What should I do if my order is approved but hasn’t been shipped yet?

Sellers usually ship orders 1-2 business days before the delivery date so that they reach you on time. In case your order hasn’t been shipped within this time please contact our Customer Support so that we can look into it.

Can I take the shipment after opening and checking the contents inside?

As per company policy, a shipment can’t be opened before delivery, but you can accept the shipment and get in touch with us later in case you have any concerns.

How do I know my order has been confirmed?

An e-mail & SMS will be sent once you’ve successfully placed your order. We’ll also let you know as soon as the seller ships the item(s) to you along with the tracking number(s) for your shipment(s). You can track your orders from the ‘My Orders’ section on your Oxeir India account.

How do I get invoices for my previous orders without having to check my e-mails?

You can easily send invoices to your email ID from your Oxeir India account. To do so, visit My Account › Orders, choose the order for which you’d like the invoice for and click on the ‘E-mail Invoice’ option.

How quickly can I get my order delivered?

Orders will be delivered by the date you see on the product page for your location.

My order has reached the nearest delivery hub, but why isn’t it out for delivery yet?

The courier service delivering your order are responsible for making sure that your order reaches you within the delivery date. Rest assured, you’ll get an SMS once your shipment is out for delivery.

My order status shows ‘Out for Delivery’, but I haven’t got it yet. When will I get it?

The courier service will contact you for delivery of your order. Please check your SMS for more details.

Why can’t I track my order even though it has been shipped?

Courier services usually take upto 24 hours to activate tracking for an order once it’s shipped. Please check again after the mentioned time frame.

What should I do if I don’t get the invoice for my order?

Sellers send a hard copy of the invoice in the shipments. A soft copy is also emailed to you within 24 hours of delivery in the delivery confirmation email sent to your registered email ID.

You can also visit My Account › My Orders page to get invoices for your orders.

Should I call Oxeir India’s Customer Care for installation once my product is delivered?

To make sure that you have a smooth and hassle-free experience, the installation is automatically arranged for your product by the seller within 2-5 business after the item is delivered. You will also get an SMS with the exact installation details after delivery.

How will my order be delivered?

All orders are shipped by sellers through courier services who deliver the packages to your doorstep or the nearest pick-up store if the option is selected.

Why is the ‘Cash on Delivery’ payment mode not available at my location?

Availability of the ‘Cash on Delivery’ payment mode depends on the courier services delivering to your location. Please enter your pin code on the product page to check if this payment mode is available at your location. Courier service providers also have limits on the amount you can pay through cash on delivery based on the destination and your order could have exceeded this limit.

Where can I find the seller’s returns policy?

You can see the respective seller’s Returns policy on the product page.

How can I place an order?

To place an order, please follow these steps:

  1. Select the product you’d like to buy and ‘Check Availability at’ your preferred pin code
    2. Add products to your cart or just hit ‘Buy Now’
    3. Choose or ‘Add delivery address’. Use a preferred payment mode and confirm the order

 

I have a complaint about the courier executive who came to deliver my order.

You can contact our Customer Support team with the details and we will get in touch with the courier service provider to resolve your complaint.

What should I do if a service centre denied my request to repair the product?

Please contact our Customer Support with the service centre details so that we can look into this.

How is a ‘business day’ different from a regular day?

Business days are otherwise known as working days of the week. The expected date of delivery is calculated based on business days. Typically, these include Monday through Saturday. Public holidays and Sundays are usually not considered.

What is the estimated delivery time?

Sellers generally procure and ship the items within the time specified on the product page. Business days exclude public holidays and Sundays. Estimated delivery time depends on the following factors:

– The seller offering the product
– Product’s availability with the seller
– The destination to which you want the order shipped to and location of the seller

You can check the expected delivery date of your order(s) on the ‘My Orders’ section of your Oxeir India account on our website,

My package shows as delivered but I can’t find it, what should I do?

If your tracking information shows that your package was delivered, but you can’t find it:

Check your phone for any notification about attempted delivery.
See if any of your neighbours/friends/relatives/house owner/security guard has collected your product on your behalf.
Wait until the end of the day— sometimes packages can show as delivered while still in transit.

In the unlikely event of you still not being able to locate your item, please contact us and we will be happy to help.

 

Why was my package not delivered?

Sometimes, a package cannot be delivered due to one of the following reasons:

Incorrect Address: If the address is incorrect or outdate, the package is usually returned to the seller by the courier service provider or the unintended recipient. Please double-check your address carefully when placing a new order.
To remove an outdated or incorrect address from your account, go to My Account > My Addresses. Click on the 3-dot button beside the address you want to modify and select ‘Edit’ and then Choose ‘Save Changes’.

Other Address Problems: In rare cases, it is also possible that the address label was difficult to decipher during the shipping and handling process, or that the courier service left the package at a different address than what was printed on the label.

Failed Delivery Attempts: Most of the seller’s partnered courier service providers make more than one attempt to deliver a package. If nobody is available to accept the delivery after multiple attempts, the package is returned to the seller.

Damaged During Transit: If a package is damaged on its way to you, the courier service provider will return it to the seller without attempting delivery.

Note: A package once returned to the seller cannot be delivered again by the courier service provider. Please place a new order on our website or app if you would still like to purchase the item.

 

Cancellation and return

If I request for a replacement, when will I get it?

Visit My Orders to check the status of your replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the SMS & email we send you for your replacement request for more details.

Can items be returned after the time period mentioned in the seller’s Returns Policy?

No, sellers will not be able to accept returns after the time period mentioned in the seller’s Returns Policy.

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

How do returns work?

You can raise a request to return your items with these simple steps:

  1. Log into your Oxeir India account
  2. Go to My Orders
  3. Click on ‘Return’ against the item you wish to return or exchange
  4. Fill in the details and raise a return request

Once you raise a request, you’ll get an email and SMS confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of your return request instantly from the ‘My Orders’ section of your Oxeir India account.

I see the ‘Cancel’ button but I can’t click on it. Why?

A greyed out and disabled ‘Cancel’ button can mean any one of the following:

  1. The item has been delivered already

OR

  1. The item is non-refundable (e.g. Gift Card)

 

What should I do if I have an issue with my product after the return period?

You can get in touch with the brand or an authorised service centre of the brand to claim the warranty for your product (wherever applicable).

How can I return or exchange an item?

To return/exchange your order, follow these simple steps:

  1. Go to My Orders
  2. Choose the item you wish to return or exchange
  3. Fill in the details
  4. Choose Request Return.

 

When is a return of an item not possible?

Sellers cannot accept returns of item(s) in the following cases:

  1. When an item is damaged because of use or when it is not in the same condition as you received it
    2. When any consumable item has been used or installed
    3. When anything is missing from the package you’ve received including price tags, labels, original packing, freebies & accessories
    4. When non-returnable items are involved such as innerwear. lingerie etc.
    5. When items are tampered with or have missing serial numbers

How can I know the status of my refund?

You can visit ‘My Orders’ to know the status of your refund.

For orders cancelled before shipping, refunds are processed immediately. If the order has been shipped. refund will be processed as soon as the courier service provider confirms the return of the item(s).

What are the modes of refund available after cancellation?

The different refund modes available are:

  1. PhonePe Wallet – available for orders with select sellers. You will get this option for eligible orders during cancellation
  2. Back to source – available for orders with all sellers. The amount is refunded to the payment mode that was originally used to pay for the order
  3. NEFT transfer – available for all Cash-on-Delivery orders. As per policy, cash refunds are not possible

When are refunds given?

Refunds are given when:

– The seller cannot provide a replacement
– A dispute has been ruled in your favour in-line with Buyer Protection
– Sellers allow refunds on select categories under certain conditions

Please check the seller’s Returns Policy on the product page for more details.

I ordered a wrong item. Can I return it?

The sellers’ return policies don’t support the return of item(s) ordered wrongly. You can refer the respective seller’s Returns policy on the product page.

What should I do if I find the package open or tampered on delivery?   

You can request for the item to be replaced by visiting ‘my order’. Use the ‘Return’ option & fill out the details of the issue so that we can help you.

Can I change the address for the pick-up the of item(s) in my order?

If the pin code of the new address is serviceable for pick-up, the address can be changed while creating the return. The address cannot be changed in case the new address is not serviceable.

Payment

 

How will I get my refund for returning an item I paid for with Cash on Delivery?

For your ‘Cash on Delivery order, you will receive the refund in the form of NEFT. Please update your bank account details after you choose this option.

I’ve still not received the refund in my bank account.

If you have received a mail from us confirming your refund request, it means that the refund has been initiated. You can also contact your bank with the ARN you would have received for an update on the status of your refund.

In the rare event of the amount not being credited by the date promised, you can contact us as we will work with the bank to get it done.

What are the refund timelines if I cancel or return a product?

The refund timelines will depend on the payment modes as listed below:

  1. Debit card – 7-9 Business days
  2. Credit – 7-9 Business days
  3. Netbanking – 3-7 business days
  4. COD – IMPS, 1 Business days
  5. EMI (Standard+No cost+Debit card) – 7- 9 Business days
  6. Oxeir India Pay Later – 24 to 48 hours
  7. Gift Card – 24 hours
  8. PhonePe:
  • PhonePe wallet – 24 hours
  • PhonePe UPI – 1 business day
  • PhonePe Credit/Debit card – 7 business days

Note: Refunds will be credited to the payment source used at the time of placing an order.
The mode of refund in case of payment through ‘Cash on Delivery’ will be IMPS

 

How can I order for large quantities of the product as part of a corporate order?

You can write to corporatesales@Oxeir.com  for your corporate gifting requirements.

How can I label my saved cards?

You can specify a card label at the time of saving a card on Oxeir India through the ‘My Account’ section. You can also add/edit the label anytime through ‘My Saved Cards’ in the ‘My Account’ section on Oxeir India.

What is a ‘card label’?

A card label is a name you give to your card while saving it on Oxeir India.

This helps in identifying the card at the time of making a payment. Even if you don’t specify a card label, you can still identify the card by the first 2 and last 4 digits of the card number which are visible to you when the saved card is shown.

What is the ‘Save Card’ feature?

The ‘Save Card’ option lets you save your credit/debit cards on your Oxeir India account. This helps you complete your transactions in a quick and easy way.

How does Oxeir India prevent card fraud?

Online payments are monitored by our systems for any suspicious activity and some transactions are verified through extensive checks if we find that they are not authorised by the owner of the card. When we’re not able to rule fraud out in rare cases, the transaction is kept on hold and we ask the shopper to share relevant proofs. This is done to make sure that the transaction is genuine and authorised.

Can I pay with any Credit card?

You can choose to pay on Oxeir India with any Visa, MasterCard or American Express credit card issued in India.

Can I use any Debit Card to pay for my order?

You can choose to pay for your order on Oxeir India with any Visa, MasterCard or Maestro Debit Card.

Can I use the Cash on Delivery payment option for every product I buy on Oxeir India?

The availability of Cash on Delivery option depends on factors like the delivery pincode, type of products etc.

Please enter your pincode on the product page to check if CoD is available at your location. If this option is available for your pincode, you can shop for products up to ₹49,999 using this.

How do I pay for my Cash-on-Delivery order if I choose to pick up the product from the pick-up store?

You can directly pay for your order at the pickup outlet for Cash on Delivery orders.

What is Cash on Delivery?

Cash on Delivery is a mode of payment in which you can pay cash at the time of delivery of your order. You can also pay using a credit card/ debit card if the Courier Executive carries a swiping machine

 

What all card information does Oxeir India store?

We only store your card number, cardholder name and card expiry date. We do not store your card’s CVV number or the 3D secure password. Oxeir India stores your card information only when you select the option.We only store your card number, cardholder name and card expiry date. We do not store your card’s CVV number or the 3D secure password. Oxeir India stores your card information only when you select the option.

I typed an incorrect card number by mistake when adding my card. How do I correct it?

If you typed an incorrect card number, name or card expiry date, you need to first delete the entered details by clicking on “Remove this card” and then add the card again with the correct details.

How can I delete my saved card?

You can delete your saved card information on Oxeir India from the ‘My Account’ section. Go to ‘My Account > Payments > My Saved Cards’ and you will be able to see your saved card(s). You can then click on ‘Remove this card’.