FAQ

Frequently Asked Questions

Welcome to the Oxelunari FAQ.

Below you’ll find answers to some of the questions we receive most often about ordering, payments, shipping, order updates, and after-sales support.

If you need additional assistance, please contact us at support@oxelunari.com and include your Order Number and the email address used for your purchase so our support team can assist you efficiently.

Ordering & Payment

Q: Where can I enter a discount code?

You can apply an eligible promotional code during checkout.

To use a discount code:

  • Choose the product you would like to order and select “Add to Cart.”

  • From your cart, proceed to checkout using the available debit/credit card or PayPal payment option.

  • On mobile devices, tap “Show order summary” to locate the discount-code field.

  • On desktop devices, the promotional-code box will normally appear on the right side of the checkout page.

  • Enter your code, apply it, and then continue with your preferred payment method.

Any valid discount will be reflected in your order total before payment is completed.

Q: Which payment options are available?

We accept a range of commonly used payment methods, including:

  • PayPal

  • Visa

  • MasterCard

  • American Express

  • Diners Club

  • Most major credit and debit cards

  • Apple Pay

  • Google Pay

Available options may vary depending on your device, region, or checkout configuration.

Q: What is the standard shipping charge?

Our standard international shipping fee is generally USD $5.99.

Shipping costs may differ depending on the destination or promotional offers available at the time of purchase. The exact delivery charge will always be displayed during checkout before you submit payment.

Shipping & Delivery

Q: Does Oxelunari deliver internationally?

Yes. Oxelunari offers worldwide shipping.

We may fulfill orders through different warehouses or fulfillment facilities. When possible, your order may be dispatched from a location that helps provide more efficient delivery to your destination.

Q: What is the usual delivery time?

After processing and dispatch, most orders are expected to arrive within approximately 10–20 business days.

Actual delivery times can vary depending on your country, local carrier operations, customs procedures, seasonal demand, and other circumstances outside our direct control.

Q: How do I check the status of my shipment?

Once your package has been dispatched, we will normally send you a shipping confirmation email containing a tracking number.

You can enter that number on an international tracking service such as 17TRACK or on the relevant carrier’s tracking page to review the latest shipment updates.

Q: My tracking page has not changed. Is that normal?

Yes. Shipment information does not always update immediately.

It can take approximately 24–48 hours after dispatch for the first tracking events to appear. In some cases, tracking may also remain unchanged temporarily while the package is being transferred between sorting centers or delivery partners.

Q: Why were only some of my ordered items delivered?

Orders containing more than one product may occasionally be divided into separate shipments.

This may happen when products are stored in different fulfillment locations. If your order is shipped in multiple parcels, each shipment may have a separate tracking number and may arrive on a different date.

Order Updates & Cancellations

Q: Can I change my shipping address or contact details after ordering?

If you notice an error in your shipping address, recipient name, or phone number, please contact us as soon as possible at support@oxelunari.com.

We recommend using the subject line:

“Urgent: Address Change”

Please provide:

  • Your Order Number, for example: 071SHOP-112938

  • The email address associated with the order

  • Your complete corrected shipping details

We will make a reasonable effort to update the information before fulfillment begins.

Once an order has entered fulfillment or has already been dispatched, we cannot guarantee that changes can still be made.

Q: Can I change the color, size, quantity, or product in my order?

Order modifications may be possible if the request is received before fulfillment.

Please email support@oxelunari.com with the subject:

“Urgent: Order Change”

Include:

  • Your Order Number

  • Your Order Email

  • A clear description of the exact changes you are requesting

We will review your request, but modifications cannot be guaranteed once processing or fulfillment has started.

Q: Am I able to cancel an order?

An order may be eligible for cancellation if it has not yet been shipped.

A small processing fee may apply where applicable. Once a parcel has already been dispatched, the order can no longer be canceled.

Support After Delivery

Q: My product arrived damaged. What should I do?

We’re sorry to hear that your order arrived in poor condition.

Please email support@oxelunari.com and send us the following information:

  • Your Order Number

  • The email address associated with the order

  • Clear photos or video showing the damaged product

  • A readable photo of the parcel’s shipping label

Once we receive the necessary information, our customer service team will review the issue and assist you with the appropriate next steps.

Q: What should I do if the product appears defective or has a quality problem?

If you believe your product has a manufacturing defect or quality-related issue, please contact us at support@oxelunari.com.

Your message should include:

  • Your Order Number

  • Your Order Email

  • A brief explanation of the problem

  • Photos or video clearly demonstrating the issue

Providing clear supporting evidence helps us review your request more quickly.

Q: What happens if I receive the wrong item or part of my order is missing?

If an incorrect item was delivered or an expected product is missing from your shipment, please contact support@oxelunari.com.

Please provide:

  • Your Order Number

  • Your Order Email

  • Photos or video of the items you received

  • Details of the product or item that is missing or incorrect

Our support team will review the information and work with you to resolve the issue as quickly as possible.

Account & Email Notifications

Q: I placed an order but did not receive a confirmation email. What should I do?

First, check your spam, promotions, or junk-mail folder, as automated messages may occasionally be filtered there.

If you still cannot locate the confirmation email, contact us at support@oxelunari.com and provide the email address you entered during checkout.

Our team can help verify the order details and resend available confirmation information.

Q: When should I receive my tracking number?

Tracking details are generally sent within 1–2 business days after the order has been processed.

If you believe your order has already been processed but you have not received a tracking email, please check your spam or junk folder first.

If the message is still unavailable, contact our customer support team for assistance.

Contact Oxelunari

For questions regarding products, orders, delivery, payments, or after-sales support, you may contact us using the information below.

Email:
support@oxelunari.com

Phone:
+1 (810) 474-4316

Company:
TUVB International Hongkong Limited

Business Address:
UNIT 225-22, 2/F, MEGA CUBE
8 WANG KWONG ROAD
KOWLOON BAY
HONG KONG

When contacting us about an existing purchase, please include your Order Number and Order Email whenever possible so we can locate your order more efficiently.