Oxbow Tableware · Support handbook

How we handle a refund request

The same four questions, in the same order, settle every request. Follow the chart from the top, or read the numbered steps under it. They say the same thing.

In use from
Monday 30 November 2026
Kept by
Renata Soltys, operations
Followed by
Support, the returns bench, finance

How to read it

  • Start or end
  • Support
  • A question
  • Warehouse
  • A step
  • Finance
Refund requested SUPPORTFind the order, checkthe delivery date Delivered in thelast 30 days? NoYes SUPPORTSay no kindly, senda 10% code End: no refund Did it arrivedamaged? YesNo SUPPORTAsk for one photo.They keep the item. SUPPORTEmail a prepaidreturn label WAREHOUSEInspect the parcelwithin 2 working days Unused, and in itsoriginal box? NoYes SUPPORTOffer half back, orpost it back to them End: their choice Is the refundover $150? YesNo FINANCETomasz approveswithin 1 working day SUPPORTRefund the originalcard or wallet SUPPORTTell the customer,close the ticket End: refunded Refund requested SUPPORTFind the order, checkthe delivery date Delivered in thelast 30 days? NoYes SUPPORTSay no kindly, senda 10% code End: no refund Did it arrivedamaged? YesNo SUPPORTAsk for one photo.They keep the item. SUPPORTEmail a prepaidreturn label WAREHOUSEInspect the parcelwithin 2 working days Unused, and in itsoriginal box? NoYes SUPPORTOffer half back, orpost it back to them End: their choice Is the refundover $150? YesNo FINANCETomasz approveswithin 1 working day SUPPORTRefund the originalcard or wallet SUPPORTTell the customer,close the ticket End: refunded

The same steps, written out

  1. SupportA request arrives by email or through the returns form. Find the order and check when it was delivered. Reply within one working day, even if only to say you're looking into it.
  2. SupportDelivered in the last 30 days? If not, say no kindly, explain the 30-day window and send a 10% code for their next order. That's the end.
  3. SupportArrived damaged? Ask for one photo. The customer keeps or recycles the item, and nothing comes back to us. Go to step 6.
  4. SupportAnything else, such as a change of mind or an unwanted gift: email a prepaid return label.
  5. Bea inspects the parcel within two working days of it arriving. Unused and in its original box: carry on. If not, Support offers half the price back or posts the item back at our cost. The customer chooses, and that's the end.
  6. FinanceRefund over $150? Tomasz approves it within one working day. Anything up to $150 skips this step.
  7. SupportRefund the original card or wallet, tell the customer the money lands in 3 to 5 working days, and close the ticket.

Something that isn't on the chart? Ask Renata before you improvise. If it comes up twice, it gets added here.

New in this version

  • A damaged item no longer has to come back. One photo is enough.
  • Support refunds up to $150 without waiting for Tomasz.

How long each part should take

First reply
1 working day
Inspecting a return
2 working days
Approval over $150
1 working day

So the slowest refund, a return worth more than $150, is paid 3 working days after the parcel reaches us.

Sample page. The names and numbers are made up.