Please ensure you comply with the following instructions when making a return. Every delivery comes with an Advice Note listing the contents. Simply decide which is the most appropriate reason code on the back of the advice note and then enter this code alongside the item you are returning. This will help us to improve our quality control when we examine the returned goods.
Your right of return or cancellation
We're sure you'll be satisfied with all of our products, but, in the unlikely event you're not, you can cancel an order or return any item as explained here.
You can cancel your order or return an most items for any reason, with some exceptions (see "Product Exceptions"), from the time you place the order up to and including the 14th day after the day of delivery of the item. Items must be returned to us in a new, unused condition and in the original packaging. If you wish to cancel your order you will need to tell us within this 14 day period and send back the items no later than 14 days after telling us you wish to cancel. You may use our cancellation form if you wish. You should take care of the item as we may not be able to give you a full refund if the value of the item is reduced as a result of your actions. Please return it to us as soon as possible after giving notice of cancellation (and in any event within 28 days of delivery). If you return all of the items in an order we will refund the cost of the returned items plus the delivery charge (excluding any additional charge for express delivery) however, where the return is made via our Fastway courier we will charge you a return fee which will be deducted from your refund. The return fee will not exceed the original delivery charge. If you return the item by any other means e.g Anpost this will be entirely at your cost.
If, at our sole discretion, we decide to accept a return received outside of this returns period, we reserve the right to make a charge to cover our costs in processing the late return - currently this charge is €5.95 per item.
*PLEASE NOTE - Orders for the following items cannot be cancelled or returned unless faulty.
Unless faulty, the following items cannot be cancelled or returned - bespoke, customised or personalised items; perishable items; items sealed for health or hygiene reasons if unsealed; sealed audio, video or software recordings if unsealed and/or if security tag is removed, and sealed smart devices including mobile phones, Apple® items, tablets, wearable technology and computer devices ("Smart Devices") if unsealed and/or security tag is removed.
You can examine items (including Smart Devices) which are sealed for hygiene or security purposes, as you would in a shop, but you must not start using them or remove any security seals and/or tags, set up or install them, input any data/software or log in details (such as your iCloud® ID). Sealed items (including Smart Devices) can only be cancelled or returned in an 'as new' condition in its original, undamaged packaging, unused along with any accessories and with any security seals and tags still intact. Bespoke, customised or personalised items or perishable items (such as flowers and perishable food items) cannot be cancelled or returned unless faulty.
If you cancel or returns items outside of our Returns and Cancellation policy as set out above, we may either: return the item back to you at your cost; or accept the item (at our discretion) but make deductions, up to the value of the item, to account for the diminished value of the item and you may not receive a full refund.
Your statutory rights are not affected.
If anything you order from us fails prematurely due to defective workmanship or materials, we would be happy to offer a full or partial refund, repair or replacement as appropriate in the circumstances. Please contact us to arrange the return of any faulty items.
Returns via the Post Office
When returning goods via the Post Office, please use original packaging and tape the 'Returns' label over your own name and address on the bag, then seal the bag.
It is imperative you obtain a free 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.
If you don't have your advice note, simply write down the catalogue number(s) on a piece of paper along with your reason for returning and your name, address and personal account number and enclose it with the goods.
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.
Returning goods/ordering replacements
If you require a replacement or exchange item, simply enter its details on the order form attached to the advice note, with your credit/laser card details if necessary, and send to Order Dept, Oxendales, Woodford Business Park, Santry, Dublin 17.
Alternatively telephone the orderline on 01 8300 600 OR go online at www.oxendales.ie (Please do not use all three methods as you may receive your order three times). Do not include the reorder with the goods you are returning. Please note the reasonable cost of postage of returning goods may be paid by Oxendales in certain cases.
What if I don't have my Advice Note?
Simply write down the catalogue number(s) on a piece of paper along with your reason for returning and your name, address and personal account number and enclose it with the goods.
Help with your problems or queries
We hope you'll be delighted with your order. However, in the unlikely event of a problem or if you have a query, simply call our Customer Services team on 01-8 300 800 or send us an email via the Contact Us page on this website or write to us at:Oxendales,
The Customer Services Department,
Woodford Business Park,
Failure to produce a Certificate of Posting (from An Post) when a parcel has gone astray will mean we will not be able to credit your Personal Account accordingly.
If you are returning goods that have been paid for by credit card, the credit adjustment will be made directly to your card account.
If returned goods do not show as a credit on your next statement, please wait until the following statement before asking whether or not we have received them, and keep your Certificate of Posting handy until you're sure we've received your returned goods. Return parcels should be addressed to:Oxendale & Co. Limited
Fastway Ireland Hub
Unit 20 Botley Lane
Republic of Ireland
PLEASE NOTE this is a postal address for returns only. No personal callers or couriers should be sent to this address and no correspondence or payments should be sent to this address.
How to dispose of old electrical items?
You may dispose of your old electrical / electronic items free of charge by contacting us or by taking them to your local recycling centre who will accept the items free of charge. If the WEEE Registration Ltd. makes changes to these contributions after the catalogue has been published you will be charged the new rate at the time of ordering. Before you decide to dispose of your old electrical equipment, please make every effort to arrange for its re-use especially if it is still in working order. The prices of these items include contributions to a producer recycling fund to ensure that waste electrical and electronic equipment is collected and recycled in a responsible manner.
WEEE Registration Number WB00460.
Terms and Conditions of 100 Night Comfort Guarantee
This comfort guarantee applies to selected models only. You must have slept on the mattress for at least 40 nights to allow your body to become accustomed to it. If your chosen mattress is not suitable we will exchange it for another mattress of the same size. We cannot offer a refund. This is an exchange only. The guarantee only applies to the comfort of the product and not the height, length or width. In the event that a higher priced alternative is chosen, the difference in price will be charged. A mattress protector must be used for the trial period and the care instructions followed as we cannot exchange a product that is damaged or marked in any way. Care instructions will be supplied with the product. We reserve the right to reject an exchange request if the care instructions have not been followed. We must be notified within 100 days from the date of delivery. Only one exchange will be permitted.
YOU MAY PRINT OUT AND KEEP A PERMANENT COPY OF THESE TERMS AND CONDITIONS FOR YOUR REFERENCE BY CLICKING HERE