Is it safe to shop online?

Shopping online with us is safe, and we take the utmost care to ensure your personal details remain private. When you enter the checkout process, the sign-in process, or the account management area, you are taken through our secure server. Our secure server encrypts all of your personal information including your credit/debit card number, account number, name and address, and all other personal information, so that it cannot be accessed or read as the information travels over the Internet. You can therefore remain assured that shopping with us online is safe and secure.

Our site is also ISIS (Internet Shopping Is Safe) verified by the Interactive Media Retail Group (IMRG).

If you prefer not to send your credit/debit card number over the internet, simply call us on 01 8300 800.

How do I unsubscribe from your emailing list?

If you no longer wish to receive details of our special offers and promotions, simply send an email to unsubscribe@homeshoppingdirect2.com confirming that you wish to be removed from the emailing list. Please make sure that you send the request from the email address that you want to unsubscribe.

Why can’t I find an item number?

From time to time certain items may sell out, and in these cases we will remove them from the websites. However, if we receive new stocks of the item, we will make them available again, so it can be worthwhile searching for the item again at a later date.

Why haven’t I received email confirmation of my order?

We send out email confirmations as soon as we receive your order. Please check that you have given us your correct email address (the address we hold can be viewed in the ’Your Account’ section). If this address is correct, please allow 24 hours before contacting us as the email may have been delayed, for example by problems with your email provider.

Where do you deliver?

We are able to deliver goods to anywhere in the Republic of Ireland

Can I cancel an order?

Providing your order has not been prepared for dispatch you can cancel your order by contacting us or calling our customer services on 01 8300 800.

Why haven’t I received my order?

Please contact us with your name, account number, email address and details of your order. A customer service advisor will contact you to advise you of the order status.

Why isn’t the website working properly for me?

On the rare occasions that you may experience a problem when using the website, please contact us with as much detail of the problem as you can - any error messages that were displayed, as well as your browser type and version, are especially useful and will help us investigate the problem quicker. We will then contact you to advise you of our findings and how to overcome the problem.

Why won’t the website accept my address?

Please double check the details you have entered are correct, especially that the town and the street name have been entered correctly. If you still have difficulties, please contact us with your account number and address details and we will be happy to make the changes for you.

Do I have to set up a personal account to shop with Oxendales?

In order to place an order with us, or to use the account management features, you will need to sign in to the site. You can either sign in with an existing account if you have one, or you will need to create an account. If you create an account, you can choose to take advantage of our credit facilities in order to spread the cost of the payment for the goods you order. If you prefer, you can choose not to use the credit option and instead pay for your purchases using your credit or debit card as you place your order.

Where can I read your Terms & Conditions?

The Terms and Conditions of the site are available by clicking the ’Terms and Conditions’ link at the foot of every page.

How can I make a payment on my account?

You can pay your account online by simply signing in to your account on the website and select the ’Your Account’ link, followed by click the ’Account Balance and Payment’ link. You can then pay online instantly using your credit or debit card.

You can also make a payment over the phone or by post. To pay over the phone you can call Customer Services on 01 8300 800 with your credit or debit card details. If you prefer you can pay by post, by completing the payment form sent with your statement and sending it back to us along with your cheque, bank draft or postal money order in the envelope provided. You may also pay by Billpay in your local Post Office using your monthly account statement, or you can pay by AIB 24 Hour banking.

Do I have to be there to sign for delivery?

Sometimes you may have to sign for your delivery. Please see our Delivery Service Policy. If no one is there to receive the delivery, we will leave the goods in an unlocked location at the delivery address. We will make sure that this location is dry and out of general sight. If we are not able to deliver them to a suitable location, we will leave a card notifying you of the time we attempted delivery. Contact details are provided so that you can arrange an alternate time to deliver to you.

Have you received my returned items?

You can check if we have received your returns online with Your Account services. If you click on Your Account you will see the option Account transactions, just click on this option and you will be able to view your received returns in seconds. Please allow up to 14 days for your returns to show.

Can I use my own packaging to return items?

Yes you can use your own packaging to return items. Please ensure you provide us with your name, address, account number, the reason why you are returning the item and the receipt. Please keep a copy of the receipt for your own records. You can request a free returns label from us.

How much do I have to pay on my balance?

If you have a balance outstanding on your Personal Account, you will receive a statement through the post. Your minimum payment is shown at the bottom of your current statement and will include any other payments such as Total Cover if applicable. You can choose to pay the minimum payment on your account, or you can pay your balance in full. You can check your current balance anytime by clicking on Your Account and then choosing the option of Account balance and Payment.

What happens if I forget my password or account number?

If you forget your password or account number, you can request a reminder of these details to be emailed to you. To do this, click the ’Sign in’ link to go to the sign in page. Underneath the normal sign in area, there are links titled ’Forgotten Account Number’ and ’Forgotten Password’. Click the relevant link, fill in the details on the next page and click the ’Sign In’ button. You will then be signed in to the site (with restricted access to account management areas of the site) and we will email you a reminder.

How can I use the promotion codes that I have received through the post/email ?

When you are at the checkout stage of making your order you will see an empty box titled Incentive code, please submit your code here to receive your discount or free gifts. Your Discount or Incentive code will be four letters followed by a one digit number. The Discount or Incentive code will have an expiry date and can only be used once.