Our team is always happy to help.
Frequently asked questions about shopping
Orders and delivery
How long does order processing take?
Standard order processing time is 1 to 5 business days from the moment your payment is received. The exact delivery date may vary depending on the chosen delivery method and the recipient’s location. Once your order has been shipped, you will receive a confirmation email with information about the status of your parcel
How do I create an account?
To create an account, click “My account” or “Register” on the store website and complete the registration form with your email address and password. Once registration is complete, you will receive a confirmation at the email address provided. An account lets you track your orders, check out faster and access your order history
How do I change my delivery address?
Log in to your account, go to “My account” and then “Addresses”. There you can edit or add a new delivery address to be used for future orders
How do I check my order status?
After logging in to your account, go to “My account” → “Orders”, where you will find the current status of your order. In addition, once your parcel has been shipped, you will receive an email with a tracking number so you can follow the delivery on the courier’s website
Do you store my payment card details?
No. The store does not store payment card details. All payments are processed by the secure payment operator PayU, which handles data in accordance with applicable security standards. Card details are transmitted directly to PayU and are neither stored by nor accessible to the store
Do you charge VAT?
Yes. All prices in the store are gross prices and include VAT in accordance with the laws applicable in Poland. This means you will not incur any additional tax costs at checkout
Do you ship to my country?
We currently ship within Poland only.
Will my order arrive in a single parcel?
Yes. We aim to ship all products from one order in a single parcel. In exceptional cases (e.g. differing product availability), an order may be split — if so, we will let you know by email
If you want to exchange a product
Returns and exchanges
What is your returns policy?
Consumers have the right to withdraw from the contract within 14 days of receiving the order, in accordance with applicable law.
For hygiene and health protection reasons, cosmetic products cannot be returned if they have been opened or their seal has been broken after delivery. Returns are only possible for unopened, unused products in their original, undamaged packaging.
The right to file a complaint applies independently of the above, in particular in the event of a product defect or non-conformity with the contract. Detailed rules for returns and complaints can be found in the store’s Terms and Conditions
I received the wrong product
We apologise for the inconvenience. If you have received the wrong product, please contact us as soon as possible by email at kontakt@oxygenbotanicals.pl. Please include your order number and, if possible, a photo of the product you received. We will deal with the matter promptly and arrange an exchange or another suitable solution
My order arrived damaged
If your order arrived damaged, please contact us immediately after receiving it by email at kontakt@oxygenbotanicals.pl. Please include your order number and photos of the damaged product and packaging. We will then quickly process your complaint and offer a replacement or another suitable solution
Where do I send an approved return?
Once your return has been approved, you will receive an email from us with detailed instructions and the shipping address. Please do not send returns without contacting customer service first. If you have any questions, contact us at kontakt@oxygenbotanicals.pl
How can I contact customer service?
You can contact our customer service team by email at kontakt@oxygenbotanicals.pl. We respond to enquiries as quickly as possible and are happy to help with orders, delivery, returns and product information
What if I entered an incorrect delivery address?
If you notice an error in your delivery address, contact us as soon as possible at kontakt@oxygenbotanicals.pl. If the order has not yet been shipped, we will try to update the address. If the parcel has already been dispatched, changing the address may not be possible, and any additional costs may be borne by the Buyer
Can I change or cancel my order after placing it?
Yes, you can change or cancel your order if it has not yet been shipped. In that case, contact us as soon as possible by email at kontakt@oxygenbotanicals.pl. If the order has already been handed over for shipping, changing or cancelling it may not be possible
Can I pre-order a product that is sold out?
We currently do not offer pre-orders for products marked as unavailable. We encourage you to check product availability on the website regularly or contact our customer service team at kontakt@oxygenbotanicals.pl for more information