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ORDERS, SHIPPING & RETURNS
A buyer's guide to Ox Street
HOW DO OFFERS WORK?
Our 'Make Offer' system allows you to indicate to sellers how much you are willing to pay for a product. If you make an offer you commit to doing the transaction for your offer price for as long as the offer is active. To make an offer, simply find the item you're looking for and first press the "BUY" button. After that, you will need to tap on your size and go to the "Buy Now, or Make Offer" page. You can then choose to make an offer at your chosen price. Note: When you make an offer, you
WHY CAN'T I FIND AN ITEM?
Ox Street operates as a market place that connects buyers and sellers. As of such, all products found on Ox Street are dependent on the items our sellers list for sale. If you do not find an item on our platform it is because nobody has listed it for sale yet. However if you wish to see this item on our site, please request it here
HOW DO I PLACE AN ORDER?
Simply search the items for sale and select your size. You can choose to "Buy Now" at the lowest available listed price, or “Make an Offer”. When you make an offer, you can offer any price you like, and we will authorize the amount on your credit card for 21 days. If a seller accepts your offer within the time frame, the order automatically goes through and your shoes will soon be on their way. At any point in time if you get tired of waiting, you can always choose to “Buy Now” and
WHICH PAYMENT OPTIONS DO YOU ACCEPT?
Card Payments Ox Street uses Stripe to process card payments. Stripe accepts most payment types including Visa, MasterCard, American Express, Discover, and several foreign credit card networks including mobile wallets such as Google and Apple Pay. If you want to make an offer, you can only do so with a debit or credit card. Buy Now Pay Later with pace. You can pay in 3 interest-free instalments through pace. Pace is a Singapore based Buy Now Pay Later (BNPL) provi
I’M HAVING ISSUES PURCHASING, WHAT DO I DO?
If you are having trouble during checkout, we recommend following these steps to resolve the problem. Firstly, verify that the card details you have entered and the postal code are correct. If those are correct, we recommend contacting the card-issuing bank. If this problem still persists, please contact us for additional assistance.
CAN I CANCEL MY ORDER?
You may cancel your order within 5 hours of placing it or before it is confirmed by the seller - whichever comes first. If 5 hours have passed from when you placed the order and/or the seller has confirmed the order, then the order cannot be canceled. If neither have occurred, simply tap the “Cancel” button on the “Orders” screen. Note, orders that have been placed prior to an offer or bid being accepted by a seller, may not be cancelled at any time.
HOW DO I KNOW IF THE ITEMS ARE REAL?
Our goal at Ox Street is to ensure all items sold on our platform are authentic. We carefully review all sellers and the items they send to us in order to provide a trustworthy service for our buyers. Each item purchased through Ox Street will be carefully inspected by our specialists against our verification checklist. Our verification process is held to the highest standard and if any item is deemed inauthentic or not as described, we’ll notify you and immediately offer a refund.
DO YOU ACCEPT RETURNS?
We want our customers to be satisfied with their purchase. We accept returns on purchases within 3 days of delivery, as long as the items are returned in the same condition, and still with the Ox Street verification tag attached. Once an item is returned a refund in Ox Street credits will be issued. Shipping costs, and additional fees will not be refunded, and it is the responsibility of the buyer to ship the items they wish to return. Your Ox Street credits will be applied to your account o
HOW MUCH DOES SHIPPING COST?
The breakdown for shipping costs are listed below. We currently ship to: Singapore - 10 SGD Malaysia - 15 SGD Indonesia - 30 SGD Phillippines - 40 SGD Thailand - 25 SGD Australia - 35 SGD Vietnam - 10 SGD Brunei - 40 SGD Hong Kong - 20 SGD If you live in a country that is not in the list, we will also gladly ship to you. Just contact us for a quote on shipping costs. Note: Shipping duration is calculated only AFTER we have received and authenticated items from sellers. T
WHEN WILL I RECEIVE MY ITEMS?
All items items are shipped to us first for authentication and verification before being delivered to the buyer. It will typically take 7 business days (Monday - Friday) for orders to be delivered to buyers located in Singapore, this is inclusive of the authentication and verification process. For international orders, delivery times may vary due to factors beyond our control, such as customs. Delivery times are estimates and are not guaranteed, as shipments may be affected for numerous reason
I PLACED AN ORDER, BUT DIDN’T RECEIVE A CONFIRMATION EMAIL
Verify through your profile under the “Buying/"Purchases in Progress"” tab that your order was placed and processed. If it was, verify that the email address associated with your account is correct. You can do this by checking the “Settings” tab on your Profile. You can also Contact Us via our livechat or email to firstname.lastname@example.org for additional assistance.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Yes! Ox Street is the only sneakers and streetwear platform in the world that allows you to fix this annoying issue. You can change your delivery address up until the moment we authenticate your item. Once your item has been authenticated, we can no longer guarantee a change in shipping address. However, we will do our best to intercept your order and make sure it is delivered to your desired location.
I NEVER RECIEVED MY ORDER. WHAT DO I DO?
Check the “Orders” tab in your “Profile” to confirm that your order was shipped. If it was, check the tracking number to see the location of the order. If the item was delivered and you have still not received your order, please contact us immediately.