FAQs

 Orders and Shipping

How do I know if my order went through?

We will communicate with you during the three phases of the fulfillment of your order.

First you will receive an email once you submit your order to confirm we have received it. Once the order is accepted by our partner boutique you will receive a second email. However, this does not mean your order is final. Also, we may need to check your payment and address details before we can ship your order.

Once our retail location approves your order, your payment goes through, and your product is ready for delivery, then you will receive another email confirming the shipment of your item(s).

Why is the item I ordered not available?

Product's availability is dependent upon the current stock of our partner stores. If an item is listed online, then it is available in one of our retail locations in Italy. Oakleigh regularly refreshes the listings on our site based on updates from our partner boutiques. We do our best to keep the inventory up-to-date in real time. Our partner boutiques have to confirm that the item is in stock and prepare it for shipment.

In rare instances, a product might be purchased in one of our retail locations in Italy while a customer attempts to buy the same item online. In this case, it will seem as if you completed the purchase and you will receive a confirmation email, but it will be followed by a cancellation email because the item was sold in person before the inventory could be updated online. We apologize for any confusion, and we always do our best to keep our site listings and inventory accurate and current.

Can I cancel an order?
You can ask to cancel an order, for any reason, until the partner boutique confirms it. Once our partner boutique accepts the order, it is not possible to cancel. If you wish, you may return the item once you receive it. If you need to cancel an order, please contact our Customer Service department as soon as possible.
How can I check the status of my order?
Oakleigh will keep you updated about the status of your order via email. You can also keep track of your orders through "My Account." To track your package, click on "Where is My Order?".
Do you ship to my country?
We currently ship to more than 150 countries across the world via DHL Express. Please see Service Updates by Region for exclusions and more information about delivery in your specific country or region.
How long does delivery take,?

We use free express shipping worldwide to ensure that your items arrive quickly and securely. We ship all over the world via DHL Express, except for few countries (please see Service Updates by Region for more information). Deliveries are normally made Monday to Friday, between 9 a.m. and 5 p.m. Product(s) will typically arrive within 3 – 9 business days (though shipping can take longer in certain regions).

Shipping is free, and Oakleigh’s partner couriers handle shipment and delivery.Can Oakleigh ship to more than one address in a single order? No, we can only ship to one address. If you would like to ship to multiple addresses, then you will need to place separate orders.
Can I change my shipping address after I have placed the order?
No, we can only ship to the address inserted during the order.

Do you deliver to P.O. boxes?
No, we do not deliver to P.O. boxes due to courier restrictions.
My order is incomplete. When will I receive the rest of the items?
If you placed a single order with multiple items from different partner boutiques, then the items will be shipped separately. Therefore, you will receive your items in separate packages, and they may arrive at different times. You can track the status of all your orders through "My Account."

 

Returns and Refunds

Can I return an item?

If you’re not satisfied with your purchase for any reason, you can always return it. All returns must be shipped back to Oakleigh within 30 days of the package delivery date.

Please click and read our Returns Policy before beginning the return process. Then follow these instructions about how to request return.

I returned an order. When will I get my refund?
Once your return is received, we must verify that it complies with our Returns Policy. Once this verification process is complete, then our customer service team will process your refund through the original payment method. Please note that refunds can take several days to process depending on your bank or credit card provider.
I returned an item and it was refused. Why was it refused?

Any item returned that violates our return policy may be refused. Once the item is received by our Partner’s Boutique they will inspect the return and confirm if it complies with the return policy or not. We may refuse a return for the following reason(s): The brand tags were cut/removed. The tag was cut/removed. The item was worn, washed, ironed, dry cleaned, and/or damaged.

A return may also be refused if a dust bag, brand box, shoebox, or any other original packaging/material is missing that were sent with the item.

A return may also be refused if you include a final sale item along with another return (all items must be returned separately). Final sale items are underwear, swimwear, fur coats, jewelry, and watches.

My order was canceled. When will I get a refund?
If a cancellation was made prior to the order being processed, and we confirmed by email that your order was canceled, then we will issue a full refund through the original payment method. Please note that refunds can take several days to process depending on your bank or credit card provider.
If I return an item, will the cost of shipping and customs duties be refunded?
No. All returns are processed through Italian customs, which requires additional shipping costs, customs duties and/or courier charges so we don’t offer free returns at this time. Therefore, if you return an item, you will be responsible for the total cost of shipping, customs duties, and/or courier charges.