FAQ

If you place an order and then realize you have made an error, your order can be cancelled within the first ONE HOUR only. Sorry, but we are unable to amend or alter an order once it has been placed. To cancel your order you can either click on the link provided on your order confirmation page, the link on your order confirmation email or if you have placed your order from an account you can do this from your "My Orders" tab. After ONE HOUR your order cannot be cancelled as it is in process, you will need to return the order to us for exchange or refund using our free 30-day service. Please go to "How do I return an item?"

We offer a 30 day return or exchange service on all orders. Please visit the 'Return an Item' link on this page, find your order and request your return or exchange. Please remember that exchanges are only offered once per sku and are only offered on color or size changes. If you wish to change the product please request a return for refund and place a new order.

Make sure that you type your code into the appropriate box on our checkout page and hit "apply" to update your order before you confirm payment. If your code doesn't work as expected check code for errors or get in touch with us. Remember that most codes are single use and only function on full price goods. Please note that any online promotional codes are NOT accepted in any of our Oops Lab brand stores, they can only be used online.

As soon as your order has been sent out, we will send an email to let you know. If you created an account before you submitted your order, you can track your orders by visiting "My Account" and clicking "Order history". There you can review your past orders and the status of your current order. If you did not create an account you will not be able to see the order status so will need to refer to the shipping confirmation email with your tracking link.

Create an account and login before you shop to ensure you are kept up to date. When you have an account with us you can track your orders by visiting "My Account" and clicking "View my orders". Placing an order as a 'guest' you will not see any online order updates.

There are several payment options to choose from and they can be different from one country to another. Available payment options will be shown in the checkout page: MasterCard / VISA / Paypal. All credit and debit cardholders are subject to validation and authorization by both the card issuer and us to maintain security and prevent fraud.

We are very sorry but we currently do not offer an in-house repair service. For items that are covered under warranty we can organize a replacement, for those outside of warranty, a trustworthy, reputable repair business should be contacted.

Express company will deliver your items Monday through Friday to the shipping address you submitted when you placed the order. Please note that we do not ship to PO Boxes. Please refer to the tracking number in your shipping confirmation email if you’d like to track your order.

If the delivery note says an item should be in your parcel but it is not, please get in touch with us in Customer Service. Let us know the order number and the product code or product name of the item you wanted, and we will look into it. Or you can contact the logistics company to verify on your own.

If you have received an incorrect item, we sincerely apologize. Please contact us straight away and let us know your order number and product code/product name if you want a refund or replacement.

Sure you can. We will gladly exchange all unwashed and unworn heated apparel in its original condition and package within 30 days of delivery. Please contact us for a return: abby@oops-lab.com.