Frequently Asked Questions

How do I contact Oasis?

Our customer service advisors are here to answer any questions you may have and make shopping on the Oasis website as easy and enjoyable as possible. Contact us by e-mail (help@oasis-stores.co.uk) or speak to one of our team on 0845 899 0009.

Our office hours are: 9am - 5.30pm Monday to Friday. You may also find the answer to your question in our FAQ's section below.

Who do I contact about my VIP Card?

To check your balance, make a payment or report your VIP card as lost or stolen please call the Oasis VIP Customer Services Helpline on 0870 240 6089.

How do you keep my personal information secure?
We take your privacy and security very seriously. We work hard to make sure that we only use your information in the ways that you want us to. When you shop at our website we protect your payment details so that all your information is encrypted before it is sent over the internet. Please visit Security and Privacy for further details.

How do I subscribe to the Oasis newsletter?
It’s easy! Simply click here and enter your e-mail address. Our weekly email newsletter will keep you up to date with all our latest trends, new arrivals and promotions. You can also enter our exclusive competitions.

How do I unsubscribe from the Oasis newsletter?

If you decide that you no longer want to receive our weekly email newsletter you can unsubscribe at any time. Click here to unsubscribe.

If I have already purchased from the site and wish to purchase again but have forgotten my password – how can I find out what it is?
Simply click here to access My Oasis and then click the ‘Forgotten Password’ link, you will then be emailed details to obtain a new password.

If I have already purchased from the site and wish to purchase again but I need to change my address or other details what do I have to do?
Simply click here to access My Oasis and then click the ‘My Profile’ link to amend your details.Where is my nearest store?
Please click here to locate your nearest store.

Who do I contact if I am interested in working for Oasis?

Please click here to view our careers page.

How do I shop online?
Simply select an item from anywhere on this site, choose your preferred colour and size – then add to your shopping basket. When you have finished shopping follow the checkout procedure. Click here to visit our New Customers page for more tips!

How do I use a promotional code?
Add products to your basket in the usual manner then go to Checkout. On the Shopping Bag page, simply enter your Promotional Code in the box provided. The relevant amount will now be deducted from your total.

Can you deliver to a different address than my billing address?

The first order you place will be delivered to the billing address used on your Credit / Debit card, on all orders thereafter you can specify delivery address.

How much do I pay for postage and packing for my order?

The delivery charge is £3.95 for the UK and £10 for Eire. There is only one delivery charge per order no matter how many items you have in that order.

How can I pay for my order?

You can pay by Oasis Card, Mastercard, Visa, Domestic Maestro/Solo, Visa Electron, Maestro, JCB, Visa Delta, American Express and Diners.

How do I know if you have received my order?

When you make an order you will receive an email from us acknowledging your order. The order acknowledgement will contain your order number and details of the goods ordered. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. When your goods have been picked and despatched to you, your card will be charged and we will send you an order despatch email including details of the product despatched.

Can I make changes to my order?

Because we start to process your order as soon as we can after we receive it, we cannot cancel or change your order. If you change your mind after we accept your offer you may return any goods to us for a full refund. We will refund the payment card the price paid for the item on receipt of the returned goods.

What happens if I notice that my personal details are incorrect after I have completed the ordering process?

If you realise your personal details are incorrect once you have completed the ordering process please email our customer service team at help@oasis-stores.com, ensuring you include your order number.

What happens if an item on my order is not available?
If an item you have ordered is unavailable when we come to pick and despatch it you will be informed in the order despatch email that we are unable to ship that item. You will not be charged for that item. We will ship any remaining items that you have ordered. If on receiving the remaining items you decide that you do not wish to keep them then you may return them to us for a full refund. Please see Terms and Conditions for full refund policy.

How long will delivery take?
We aim to deliver within 48 hours from when your order is placed.

Do you deliver or send products outside the United Kingdom?
We cannot deliver to addresses outside of the UK or Republic of Ireland, including BFPO addresses. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.

Do we deliver to your address?
We deliver to most postal areas in the UK, apart from BFPO addresses. Delivery of certain products to the Channel Islands, Isles of Scilly and the Isle of Man may not always be possible.

Are there any places where delivery might take longer?
There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescales.

What if I'm not in when you deliver?
Deliveries will usually be made on Mondays to Fridays between 9am and 5.30pm. If you or the intended recipient are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery.

How can I track my order?
You should be able to track your order within 24 hours of the order despatch email being sent to you.

What do I do if the item I ordered is unsuitable or doesn’t fit?
You can return any item you are not completely happy with within 28 days of despatch date. We will refund the payment card the price paid for the item on receipt of the returned item ion accordance to our refund policy. Please see Terms and Conditions for full details. Please see Returns for details how to return your order.

What do I do if you have not sent me one of the items I ordered and I no longer want the other items?
If on receiving the other goods you decide that you do not wish to keep them then you may return them to us for a full refund. We will refund the payment card the price paid for the items on receipt of the returned items. Please see Terms and Conditions for full details. Please see Returns for details how to return your order.

What do I do if I have received the wrong item?
You should return the wrongly shipped item to us for a full refund. We will refund the payment card the price paid for the item on receipt of the returned item. Please see Terms and Conditions for full details. Please see Returns for details how to return your order.

What do I do if the item is faulty?
You should return the faulty item to us for a full refund. We will refund the payment card the price paid for the item on receipt of the returned item. Please see Terms and Conditions for full details. Please see Returns for details how to return your order.

Can I return an item to an Oasis store?
Yes you can go to any one of our Oasis stores using the despatch note enclosed in your parcel as your receipt. The despatch note must be presented and they will ask you for the reason for the return and whether you wish for to exchange the product or obtain a refund. Unfortunately this facility is not available at Oasis concessions in department stores. For details of you nearest Oasis stores click here. Please see Terms and Conditions for full refund policy and for details how to return your order.

How do I get a refund if I return an item by post?
We will refund the payment card the price paid for the item on receipt of the returned item. You will receive an email confirming the refund has been actioned and your card credited. Please see Terms and Conditions for full refund policy and for details how to return your order.

How safe is shopping on oasis-stores.com?
We realise how important it is to securely store any information that you provide. Oasis-stores.com maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

How do I create an oasis-stores.com account?
At the end of placing your order, you’ll have the opportunity to register with us in order to be able to retrieve your details and chosen delivery address/es. (Please note that this does not include your payment card details.) You’ll be asked to set up a password to access your account.

Can I order from oasis-stores.com and collect from a store?
Not at this time.

Can I use gift vouchers online?

Not at this time.