Shipping policy
For the complete terms and conditions of doing business with Oxa (a brand of Nanoleq AG), see the General Terms and Conditions.
SHIPPING RANGE
Oxa is available to ship to the following regions: European Union*, United States, Canada, United Kingdom, Switzerland, and Norway.
Shipping and handling charges are always included in the product price. See below for details about taxes, duties, and additional fees.
| Recipient destination | Ships from | Estimated Delivery | Shipping cost | Taxes (VAT) | Customs |
|---|---|---|---|---|---|
| EU countries* | Germany | 2-5 days | Included in purchase on oxalife.com | Included in purchase | N/A |
| Switzerland | Switzerland | 1-3 days | Included in purchase on oxalife.com | Included in purchase | N/A |
| United Kingdom, Norway | Germany | Approximately 10 days, depending on customs | Included in purchase on oxalife.com | Excluded from purchase cost | N/A |
| United States | United States | 2-7 days | Included in purchase on oxalife.com | N/A | N/A |
| Canada | United States | 7-10 days | Included in purchase on oxalife.com | Excluded from purchase cost | May be charged by local authorities |
* The European Union includes Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, and Sweden.
TAXES AND CUSTOMS
Depending on the destination country (see table above), sales tax (VAT) may be calculated at checkout. The order confirmation and invoice/receipt indicate whether taxes were included or excluded from the total purchase. Refer to the order confirmation for the cost breakdown. If tax (VAT) is not included in the purchase price, local authorities may charge tax/VAT on import.
DAMAGES & ISSUES
Inspect your order upon receipt. If the item is defective, damaged, or if you receive the wrong item, contact us immediately with detailed evidence (e.g. photos) so that we may evaluate the issue and make it right.
RETURNS AND EXCHANGES
If you’re looking to return or exchange your order for whatever reason, Oxa wants to help! We offer free returns or exchanges within 30 days of purchase. You can return your product for store credit, a different product, or a refund to the original payment method. Returns must be authorized by contacting Oxa by Nanoleq.
US-only: in an interest to provide easier service for you, we’re testing Happy Returns to complete your return authorization and shipment. You’re welcome to try Happy Returns instead of following the process below.
Please note the following exceptions to our return and refund policy:
- Returned items must be undamaged (incl. free of stains), complete with all parts and accessories, and in the original packaging.
- If an item is returned to us damaged, we won't be able to give you a refund. All items are inspected on return. Nanoleq has the right to deduct a portion of the product cost if the return is incomplete.
- If an item is damaged, defective, or incomplete when you receive your order, please let us know.
- If your national or local authorities charge additional delivery fees or taxes, we cannot be responsible for refunding these costs.
- If an order is brought outside Oxa’s shipping range, we cannot cover the costs of return shipping or provide a pre-paid shipping label. We will provide the address and recommend that you use a shipping service with tracking and insurance from your chosen service provider so that the return can be processed safely.
To initiate a return:
NOTE: Unless otherwise directed, do not send orders from outside Switzerland to our headquarters, nor to our offices in Berlin, Germany. Unauthorized returns will take longer to process and may not be 100% refundable.
- Contact us through our online contact form, or reply to your order confirmation email.
- Indicate the order number, reason for return, and any additional details that may help us process your request:
- Wrong size - provide your measurement(s) if you plan to exchange, so that we can give guidance to a correct size
- Color not as expected
- Material not as expected
- Poor fit
- Wrong item
- Did not like the product - specify what you did not like
- Other: (*)
- Wait 1-2 business days to receive your return shipping label by email. When your request is approved, follow the instructions to properly prepare your return.
- Send all items back to our fulfillment center using the label provided.
EXCHANGES
The fastest way to ensure you get what you want is to return the original purchase, and once the return is accepted, make a separate purchase for the new item.
REFUNDS
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within 10 business days. It can take some time for your bank or credit card company to process and transfer the refund to your account.
If you need help or have any questions, please contact us through our online contact form.
