Customer Service

About Us

Our Style & Fit Promise

At Oxendales we make sure all of our clothing fits to flatter, and we fit all our garments on models in a variety of sizes to ensure our pieces make you look and feel fantastic. We won’t compromise on our commitment to providing stylish, trend-aware fashion for women of all shapes and sizes. Proud to lead the way for plus-size fashion, we’re dedicated to quality, value for money and excellent customer care. From young to old, we offer something for everyone and embrace and celebrate the individuality of our customers.

Ethical Trading

We’re proud to be part of the ethical trading initiative, which looks out for those who make our clothes and helps improve their working conditions.

Find out more »
Personal Account

Spread the cost with our personal account, designed to help you choose the payment option to suit you.

Find out more »

Oxendale & Co Limited T/A Oxendales, Jacamo, Simply Be & The Brilliant Gift Shop is regulated By The Central Bank Of Ireland.

Oxendale & Co. Limited is a limited liability company.
Telephone: (01) 8300600 / 8300800 Fax: (01) 8300333.
Directors: B. O'Sullivan, M. O'Malley (British).
Registered in Ireland, No 263438.
Registered Office: Woodford Business Park Santry Dublin 17.

Delivery and Returns

If you are a new customer and want to know a little bit more about how much you might pay for our convenient delivery services, you can find out with our guide below. Please note, these are our standard delivery charges - your individual delivery charge will be presented at checkout each time you place an order.

Delivery

Standard DeliveryOur most popular option

Our standard delivery service is €4.99 and will be shown on your invoice. You can usually expect your delivery in 7 working days, however items which come direct from the manufacturer, such as large furniture items and goods requiring personalisation, may take longer.

Express DeliveryNeed your goods even faster?

Then take advantage of our 'Express Delivery Service' for only €6.99 plus your standard charge. You can usually expect your delivery in 4 working days.*

*This service is subject to availability of goods and your own credit status, and does not apply to personalised items or those marked with an asterisk, as they come direct from the supplier

Supplementary ChargesFor the bigger items

Sometimes, our larger, more expensive items may incur an extra delivery charge. These items will be clearly marked with the supplementary delivery charge. This supplementary charge is to help us cover the cost of us having to get more handy men to deliver your parcel to you. We try to keep the cost as low as possible.

Returns

Returns Via the Post OfficeDrop off at your local branch

Tape the returns label from your advice note securely on your parcel and return to your nearest Post Office.*

*It is imperative you obtain a Certificate of Posting from the Post Office which should be kept in a safe place as this will be required if any returned parcel should go astray.

Never send payments with returned goods. Please see the 'How to Pay' section for the correct payment procedure.

Returns on Product Promotions

Any return of items bought through a special promotional offer (e.g. 3 for 2 or Buy One Get one Free), has to include all items bought within that deal. If not, we reserve the right not to issue a full refund and you may be charged the full price for any item that you keep.

Returns Policy

Help

Finding Items

Searching for an item

The search facility can be found at the top of every page of the site, and allows you to search for an item using a keyword or item number.

An item number is 7 digits long (e.g. AB123 CD) and can be found when you are looking at an item on the website,in the catalogue or in a leaflet or advert. Simply type the number into the search box and click go. A page showing all the details of your item should be displayed. If you are told your item number is incorrect, check that you have typed in all 7 digits correctly, and that you have not substituted the letter I for the number 1, or the letter O for the number 0. If you still cannot find the item, you could try a keyword search instead.

When searching for items using keywords, use words which are likely to be in the name or description of the item.

If you choose Advanced Search, you can also enter the colour, price range or size you are interested in, although the more search criteria you enter, the fewer search results will be returned.

If your search finds some appropriate items their pictures will be displayed for you to browse through. When you find an item you like, click on it for more details.

The keyword search only searches for items. It will not find:

  • 1. Account numbers (Instead, go to 'sign in' to access your account)
  • 2. Information within the site, such as 'Delivery policy'. You will find all of this information within these customer service pages

Using the Quick Order Form

The Quick Order Form is the best facility to use if you have a shopping list of item numbers that you want to order. Simply go to the form (using the link at the bottom of every page), enter up to 9 item numbers in the boxes provided, then click 'Continue'. The items you have requested will be displayed in a list.

Select the size, colour and quantities that you want for each item. If you have changed your mind about an item, remove the item by clicking the ‘remove’ box and this item will not be included in your order. When you are happy with your selections, click on one of the 'Add to Bag' buttons at the bottom of the page. You will be informed if any of your items are out of stock or will take longer than normal to be delivered, and will be given the chance to remove these items from your order. Click ‘go to checkout’ to place your order or ‘continue shopping’ if you wish to browse or search for more items.

BROWSING THROUGH OUR RANGES

All of the items in the current catalogue, plus many more, can be seen by browsing through the categories near the top of each page. Keep selecting the category or sub-category that interests you most until you reach a page which displays pictures of the items in your chosen category.

The number of items in the list will be shown in the top left corner of the page and you can scroll through the pages in the list using the arrow buttons in the corner. When you find an item you like, click on it for more details.

ADDING ITEMS TO YOUR BAG

When you are happy with your selections, click on the "Add to Bag" button. You should be informed if the item is out of stock or will take longer than normal to be delivered. If an extended warranty is available on the item, you will be provided with details of this warranty and can add it to your bag if you wish. Once you have added all the products you want to order, select the 'Go to Checkout' button, which will take you to the shopping bag page where you can continue to checkout.

If you wish to amend your order, the shopping bag page allows you to view or remove individual items, change the quantity ordering or move items to your wish list. Once you are happy with the items in your bag select the 'Continue to Checkout' button. Once you have selected your delivery address, delivery option and payment option, you are ready to place your order. You do this by clicking on the 'Place your order' button at the bottom of the Confirm Order page (This comes after the Payment Option page). You should only press this button once even though it may take some time for the confirmation screen to appear.

You should receive an email confirming your order within 24 hours (although it may take longer than this if the email is delayed in some way by your email provider).

Occasionally, when our website, or the internet in general, is very busy, the confirmation screen may not appear and instead the screen will display a 'timed out' message. It is still likely that your order has been successfully submitted in these circumstances, and you should not place the order again. If you do not receive an email confirming your order within 48 hours, please contact us to check that the order has been placed.

All orders are subject to our acceptance. When you submit an order via our website you will immediately receive a confirmatory e-mail as an acknowledgement of your order. This e-mail does not constitute acceptance of the order by us. Acceptance of your order and the formation of the contract between you and us will take place when we despatch the goods to you.

Signing In/Registering

USING AN ACCOUNT THAT WAS SET UP BY PHONE/POST

Many visitors to this website have requested a catalogue or ordered from Oxendales before by phone or post. If you are one such visitor, then you will already have an Oxendales account that you can use on this website. We only require a few additional details from you during your first visit to set your account up for online access. To provide these details, click the 'sign in' link at the top of any page, and then select ‘new online customer’ registration. You will be asked for your account number, surname and postcode so that we can be sure we find the correct account. Then we will ask you for a password and email address which are essential for shopping online.

You only need to register your account in this way once. On all future visits, you can sign in using the ‘sign in’ section providing your account number and password.

REGISTERING FOR A NEW ACCOUNT

If you are new to shopping with Oxendales, then you can apply to open a credit account with us online. You can use this account each time you place an order, which will mean you only ever have to enter your details once, and you can view a history of your transactions with us. Most account holders choose to set up a 'credit account' when they register. This account allows you to order goods and view them at home for 14 days before paying for them. Please note, we do reserve the right to refuse credit - if this is the case, you will be asked to provide credit or debit card details when you get to the checkout. For more details of our credit account facility, see the Personal Account section on the main Help page.

The registration process asks you to first enter your address, which must be a valid address according to the Post Office files. Occasionally the system has trouble recognising new addresses or business addresses. We also regret that the website cannot register BFPO addresses. If you have difficulty at this point in registering please do not hesitate to contact us so that a Customer Service advisor can set up the account for you.

After entering your address, you will be asked for details such as your name, date of birth and email address. At this point, you will also enter a password which will allow you to quickly sign in to the website on future visits.

You should read the Terms & Conditions of the account before clicking 'Accept' or 'Decline' to indicate whether you are happy to continue setting up a credit account. If you would prefer not to have a credit account as you are happy to pay in full by credit or debit card at the time of each order, then you should click decline at this point in the process. You will then be offered the opportunity to set up a non-credit account.

For both types of account, you will be sent two separate emails confirming your account number and password.

SIGNING IN

Once you have registered on the website, you can sign in to the site at any time using your email address or account number, along with your password. You need to sign in, in order to place an order or access the "My Account" area.

You can also select the "Remember Me" tick box which will sign in automatically when you return, to enable you to place orders quickly against your registered address. You will still need to provide your password to access your account details. We do not recommend using this option if you share a PC.

REMEMBER ME / AUTOMATIC SIGN-IN

When you register an account on the website or when you are signing in, you are given the opportunity to select the 'remember me' option. This means that we will place a cookie (a small document) on your computer, which will allow us to automatically recognise you when you next return to this website. You will then be able to use some parts of the site without having to enter your account number and password. For example, you will be able to place an order as long as you want to send it to your registered address by standard delivery and pay for it on customer account. You cannot, however, access "My Account" or send orders to other addresses unless you sign in using your password.

We have provided this service to make ordering as smooth and fast as possible for our regular customers. However, if you do not wish to be automatically signed in, you can choose not to select this option when you register / sign-in or delete the cookie that was created when you registered (please see your browser help for details on how to do this)

Your Order

CHANGING DELIVERY OPTIONS

During Checkout, your delivery address will automatically select your billing address. You can change your delivery address to another saved address, or you can also enter a new delivery address by selecting the 'Add New Delivery Address' option. This option will be added to your Address Book and will be available for your future visits.

On the Delivery Options page, the delivery option for your order is automatically set to standard, you can however, change the delivery options by selecting the relevant delivery method. Please see our delivery policy for details of when you can expect delivery and delivery charges.

CHOOSING HOW TO PAY

If you have a credit account, this payment method will be selected when you first arrive on the 'Pay and Complete' page. You should ensure that your order will not exceed your available credit, as we may cancel such orders.

Credit account customers are still free to pay for an order by credit or debit card if they wish (for example, if they want to place an order for an amount higher than their credit limit).

If you do not have a credit account, the 'Credit or Debit card' option will be selected on the 'Pay & Complete' page.

To pay for your order by credit or debit card, select the 'Credit or Debit Card' option to enter your card details. You will also have the option to save the card for future use - be assured that these details are stored securely and your full card number will never be displayed on the screen or in any email from us. If you already have any saved cards, these will be displayed on selecting the 'Credit or Debit Card' option. You can select the saved card to pay for your order by choosing the corresponding 'Use this Card' button. New cards can be added by selecting the 'Add New Card' button.

To pay for your order made on your personal account you can either pay by Post with a Cheque, postal money order or bank draft. You may also pay through the Post Office by Billpay. Bank Customers may apply to their bank to pay by Standing Order. Simply quote your personal customer number, our bank account number and sort code as per your payment slip. AIB customers may also pay by 24 Hour Banking. Phone 1890 24 24 24 to set up the facility and quote your personal customer number. Post customers must make the cheque payable to Oxendale & Co. Limited. Write your Personal Customer number on the back of your cheque and send it to us with your completed payment slip (please post and allow at least 7 days for your payment to be delivered and processed). Credit/Debit Card customers must copy the numbers of your card and the expiry date into the boxes on your Order Form or Payment Slip, then return it to us (please post and allow at least 7 days for your payment to be delivered and processed). Alternatively, pay online by going to ’My Account’ then click on ’Account Balance and Payment’ or instead call Customer Services on 01-8 300 800 and simply quote your card numbers to the operator. If you wish to pay by postal money order please make it payable to Oxendales and cross it & Co. Then send it along to us with your completed Payment Slip. You can also pay by Bill Pay. Simply go to the Post Office with your Oxendales payment slip and request payment by the Billpay Service.

FIRST ORDER PAYMENT OPTIONS

If this is your first time shopping online with us and you want to pay by debit / credit card, please call our call centre on 01 8300 600 (calls are charged at the national rate) to activate your account. Once your account has been activated you will be able to shop online with us 24/ 7.

COMPLETING YOUR ORDER

Once you are happy with the items in your bag, and your delivery and payment options, you are ready to submit your order. You do this by clicking on the 'Place Your Order' button on the last page of the Checkout process. You should only press this button once even though it may take some time for the confirmation screen to appear.

You should receive an email confirming your order within 24 hours (although it may take longer than this if the email is delayed in some way by your email provider).

DELIVERY OF YOUR ORDER

Please see our delivery policy for details of expected delivery times. If you have not received your order by the expected date, please contact us with details of your account number, the date you placed your order, and the items ordered.

RETURNING UNWANTED ITEMS

You can return goods to us by post, provided you obtain a Certificate of Posting. Please see our Returns policy for further details on how to do this.

GETTING A REFUND

Depending upon your payment method, refunds will either be credited back to your credit card, credited to your personal account or sent to you by cheque. Please see our Returns policy for further information.

Your Personal Account

HOW YOUR CREDIT ACCOUNT WORKS

The most popular home shopping payment method is with a Personal Account. Every 28 days we send you a statement by post.

Your statement shows:

  • 1. What's been sent to you
  • 2. What you've paid
  • 3. The balance still to be paid
  • 4. The minimum payment required

You can then make a payment into your account by a variety of methods (see our payment options page for full details), the easiest of which is via this website. We regret that Oxendales cannot accept direct transfers from your bank account to ours (via online banking or otherwise). Purchased items are only charged to your account when they are despatched (so your balance will not include them until this time). However, the value of these items will be deducted from your available credit as soon as you have ordered them, to ensure that you do not exceed your credit limit.

See Terms & Conditions »

MAKING PAYMENTS INTO YOUR ACCOUNT

To use this website to make a payment into your account, go to 'Your Account' and select 'Account Balance and Payment'. Your balance will be displayed and you will be asked to select whether you are using a credit or debit card. Please enter all the required details carefully - you will be asked to confirm the amount that you have entered to ensure that you have not made a mistake. The card details and amount that you enter will then be sent via a secure link to your card provider who will authorise the transaction. A confirmation screen will be displayed. If there has been any delay in the response from your card provider, the confirmation screen will explain that we will keep trying to contact them and will update your balance once the payment has been authorised (this can take up to 3 days).

Please be assured that it is completely safe to pay over the internet with your credit or debit card, and J D Williams guarantees that.

CHANGING YOUR ACCOUNT DETAILS

You can change your contact details and password easily online. Simply go to 'Your Account' and select the section, which holds the details you want to change. Once you have entered the new details and submitted them, the changes will take effect immediately.

For security reasons, you can only change your registered address, or send orders to an alternative address, after you have placed at least one order.

VIEWING YOUR ACCOUNT HISTORY

To see all orders, payments and returns listed on your account, go to 'Your Account' and click on the 'Account Transactions' link. This page will display the last 6 months of transactions made on your account.

Please note that this page may not exactly match your statement. It may include transactions made after your last statement was sent, exclude unusual transactions such as ad hoc adjustments, and does not show the transactions in a way which gives a 'running balance'.

FAQs

Why haven’t I received my order?

Most of our items will be delivered to you within 7 working days (this excludes weekends).

Some items may take a little longer to arrive, especially those that come directly from the supplier (you would have been informed this when you placed your order).

If you feel that your item has not arrived within the expected period please Contact 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 every 28 days. Your minimum payment is shown on your statement along with the payment due date. You can choose to pay the minimum payment on your account, or you can pay your balance in full. The choice is entirely yours. You can check your current balance anytime by clicking on Your Account and then choosing the option of Account balance and Payment.

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.

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 despatch you can cancel your order by contacting us or calling our customer services on 01 8 300 600 (Calls charged at national rate)

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.

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.

How can I make a payment on my account?

You can pay your account online, over the phone or by post. To pay online, simply sign in to your account on the website and select the ’Your Account’ link, then click ‘make a payment’. You can then pay online instantly using a variety of debit and credit card.

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).

Verified By VISA MasterCard Secure Code

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, there is an option to unsubscribe at the bottom of every promotional email you receive from us.

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 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 postcode 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.

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?

Do you have a promotional code you want to use? It is really easy. When you are on the ‘Shopping Bag’ page, promotional codes can be entered in the ‘Add Promotional Code’ box. Selecting the ‘Apply’ button will present the details of the promotional code. You can then select the ‘Add to Bag’ button to add the discount / free gift to your bag. Your Promotional Code will be four letters followed by a number. The Promotional Code will have an expiry date and can only be used once.

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.

 

Useful Info

Terms & Conditions

Site Map

Legal

Legal Notice

The goods and services featured on this website are only available to persons resident in the Republic of Ireland and Oxendales & Company Limited will not accept orders from outside the Republic of Ireland. All orders are accepted on the basis of the terms and conditions set out in this website.

Pricing Policy

Our Sale Pricing Policy

We always strive to bring our customers the best possible offers and deals whilst ensuring to operate fair commercial practices without misleading our customers.

Where we detail price reductions on our web-site the following pricing policy shall apply:

The "WAS" price shown next to an item on this website is the highest price at which the item has been offered for sale in the last 12 months by us or one of our other brands (details on request). Some items have been offered for sale at a price lower than the "WAS" price during the last 12 months but, unless otherwise indicated, the "NOW" price shown is the lowest price at which the item has been offered by us. Details of intervening prices are available on request. In all cases the "WAS" price will have applied for a continuous period of 28 days or more.

Please email Customer Services should you require further information.

Email Sign Up

Contact Us

As a customer you are important to us, and we would like to hear what you think. Whether you would like us to answer a question, offer shopping advice, or simply respond to a comment or suggestion, we are here to help you.

But we may have already answered your query in our Help & FAQs section - where you can find a wide range of Frequently Asked Questions and First Visit instructions.

Please select the category that best describes your enquiry from the list below. This allows us to make sure your enquiry goes to the correct department and allows us to reply as quickly as possible.

You can also email us directly using 'customerservice@oxendales.ie If you have an existing account please include your customer number within your email. Alternatively, you can call us on 01 8300 800. (Calls are charged at the national rate but will vary depending on your phone company or if using a mobile)

Outstanding Orders

For enquiries concerning outstanding orders that you have not yet received. Please provide us with your item number. For delivery times please refer to the delivery terms and conditions.

Click here

Received Orders

For enquiries concerning unwanted, incomplete or faulty goods that you have received. If part of your order is missing we will check to see if we can deliver the missing item(s). Please provide us with your item number.

Click here

Returned Goods

For enquiries concerning goods you have returned to us. Returned goods can take up to 14 days to appear on your account. If after 14 days returns do not appear on your account, please email us with your order details. Please provide us with your item number.

Click here

My Account

For enquiries concerning your balance, payment, credit issues, your statement, Account Protection Plans or Cover Plan. Minimum payment due when we send a statement every 28 days; the minimum required is the minimum payment. The minimum payment can be found on your paper statement. Your total outstanding balance can be checked anytime on your online account.

Click here

Our Products

For enquiries concerning our product range or special offers. Don't forget product details can be found on the website.

Click here

Problems with our website

For any problems you have had with our website, or comments to help us improve it. To help us help you, please complete the form to include: browser and version, item number (if applicable) and details of the error.

Click here

Comments on our Service

For any comments that you have relating to our service.

Click here

Our Policies

For enquiries concerning our policies. Our policies can be found on the terms and conditions page.

Click here

Signing In

For enquiries around signing in using your Email Address or Account Number please complete the form and include your Email Address and a brief description of the problem. You don't need to send us your password.

Click here

Promotional Codes

If you experience difficulty using our promotional codes, please refer to our Terms and Conditions supplied with the offer. Promotional Codes may not be valid on our branded, electrical or homeware products. If you do require any further assistance, please complete the Contact Us form with as much information as possible.

Click here

Other Enquiries

For all other enquiries.

Click here

Safe & Secure Shopping

We want you to have complete peace of mind when you shop with us. As an accredited retailer we can guarantee that your financial information is always protected.

If you're a personal account customer, you can simply log in using your account number or email address, without providing any personal details at all.

Rest assured we take security very seriously, so when completing a transaction online with us, you're in good hands.

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If you continue we assume that you consent to receive all cookies on all our websites. You can find out more information about cookies here.

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