FAQ - Questions & Answers
PAYMENTS
What payment methods do you offer?
We offer customized payment methods depending on your country. You can see your available payment options at checkout.
DELIVERIES
What is the delivery time if I order via the website?
We strive to provide you with delivery as quickly as possible.
Delivery times vary depending on the delivery option you choose at checkout and At checkout you can see the estimated delivery date.
However, delivery times are estimates and can sometimes be longer during promotional periods.
Can my billing address be different from my delivery address?
Yes you can! As long as both addresses are located in the same country, you may have a different delivery address than the billing address.
At checkout you will find a box that says “Send to another address”.
Do you offer free shipping?
Yes, for orders over €200.
Do you deliver worldwide?
No, at the moment we only deliver to the European Union, however if you want to ship to another continent, please contact us via email at info@oak.com.pt.
RETURNS
How do I make a return?
You can find more information about how to make a return in our returns policy, which you can find at the bottom of the home page.
I returned my product. When will I receive the refund?
We process returns as soon as they arrive at our warehouse and it typically takes up to 5 business days for your return to be processed. Processing times for returns may be longer during busy periods or during campaigns.
Once your refund has been processed, you will receive a confirmation email.
How is the refund made after the process is complete?
The refund is always made to the same payment method you used to pay for your order or if you wish and request it, you will be given a voucher with the same value for a future purchase.
During Christmas do returns and exchanges have a longer period?
Yes, for products purchased from November 1st, we have extended our return policy until January 31st.
From January 1st, we will return to the usual return policy of 20 days after delivery of your order.
EXCHANGES
Can I exchange the product I received for a different one?
Yes you can.
Return the product you ordered and place a new order for the product you want.
You can read more about returns and exchanges in our exchange policy, which you can find at the bottom of the main page.
Can I add or change something to an order already placed?
Yes, you can change products from an order that has already been placed BEFORE leaving our warehouse. If shipping has already been made, you will have to place a new additional order.
How do I receive the product I want to exchange if I placed the order during a campaign?
You will receive the new product for the same discounted price as the original order if it was placed during a campaign. Just send an email to info@oak.com.pt with your original order numbers and we will take care of it from there.
PRODUCTS
Can I reserve products on your website?
No, unfortunately it is not possible to reserve products on our website. Even if you add a product to your cart, that doesn't mean it's automatically reserved for you.
If you have any questions about our products or the estimated time it will take for a product to return to stock, please contact us!
We are always happy to help.
Are your clothes true to size or is there anything you need to know before placing an order?
In general, our products are true to size.
Check out our size guide or contact our customer service team for more help.
How can I correctly measure the belt measurement?
Measure around your waist or at the loops where the belt should go.
This measurement must be given to us so that we can deliver the belt adjusted to your size.
If you are still unsure about the correct size, do not hesitate to contact our customer service team.
DISCOUNT CODES
Where do I put my discount code?
If you have a discount code, you can enter it at checkout.
You can enter the code by clicking on the text “Add voucher +” and find this button in the product overview in the cart.
A box will appear in which you enter the code, click on activate and the code will be applied.
Can I use several discount codes at the same time?
Unfortunately it is not possible to combine discount codes.
If you have any questions, we will be happy to help you via email!
If you do not find the answer you need here, we ask that you send an email or contact us through alternative channels so that we can clarify your question!