Delivery & Returns

Postage Rates
Ribbon Oasis are pleased to offer FREE postage and packaging on all orders over £20.00; orders below £20 will be charged a flat rate which is the same as Royal Mails first class packet rate for 101g currently £1.72. For urgent orders you can select the option to pay for special delivery at checkout. At this moment, we can only offer this rate within the UK

International orders – we are happy to ship outside the UK but we need to charge actual shipping costs – please email us with the items you would like to order and we will then be able to create an order for you and advise what the actual shipping costs would be if this is then acceptable we will send you a paypal request.

NB - Please do ensure you have the correct address information in your details as we are not responsible for items sent to an incorrect address if that is the info you have given in the system. If the package is delivered and not collected from the Post Office and is returned to us we would require the cost of the postage to be sent to us for us to resend the package.

VAT

All prices on the website include VAT – for non EU countries the VAT should automatically be deducted at checkout. If you are located in the channel isles you would need to contact us for us to refund the VAT as the website cannot differentiate as you have a UK address

Delivery Times
Orders are generally shipped within 12-24 hours as long as cleared payment is received. If you require your order urgently, there is the option at checkout to pay for special delivery (orders before 1030 to ensure same day dispatch). We post Monday to Friday only. Please note special delivery purchased on a Friday does not guarantee Saturday delivery, if special delivery is chosen at weekend/bank holiday the package would only be posted next working day. If for any reason we are not able to post the special delivery option is switched off, we do endeavour to make any announcements regarding holidays or absences well in advance on the scrolling news at the top of each page.

Payments
All payments are taken via Paypal or SagePay– please note that you do not need to have a Paypal account to send money to us. Please note that we cannot take orders via the telephone. You can also pay by cheque.

Important info for Ribbon Purchases
It is the nature of dyed materials that there can be variations from one production run to another, this can also result in variations of colour from one width to another (we always try and dispatch ribbons with as close as possible colour match) – we strongly advise that you purchase the volume of ribbon you require to finish your project as we cannot guarantee that further purchases will match previously supplied ribbon, as with any dyed products please test against the material to be used on we consider the ribbons to be colour fast and have been against materials we have checked against. The pictures we take of our products are taken in as natural a light as possible. However, different monitor settings can make colours look different to the actual ribbon, and you are strongly advised to purchase single metres of ribbon as samples if a precise colour is vital to your project.
Please note that several manufacturers may use the same colour name for their ribbon. These ribbons may not necessarily match. If you are ordering several different types of ribbon in the same colour, you are strongly advised to contact us for advice on compatibility.

Unless stated in the description, all the ribbon we sell is dispensed from a large spool. We do endeavour to cut multiple metre purchases within one continuous length but occasionally there are splices in the ribbon which we do not ship to our customers so the amount may be split. Also there is a maximum amount that can be dispensed in one go – this depends on the style and thickness of the ribbon. Ribbon is either hand wound and supplied in plastic bags, or wrapped around card – this depends on the amount of ribbon purchased and the style of the ribbon. Small amounts of ribbon will be mixed into one packet.

Whilst we try to keep the online store as up-to-date as possible, there may occasionally be items that are out of stock when we receive your order. We do not currently operate a backorder system - if an item is out of stock at the time you order, you will be informed of this. Note that newly introduced items are often difficult to restock at short notice.

We try our best to ensure that the packaging we use protects your purchase and always send goods out in pristine condition. However, we cannot accept liability for items damaged in transit. In this instance, you must contact the post office. It is useful if you photograph visibly damaged packaging before opening.

Missing packages
Royal Mail state that packages posted first class should arrive within 1 to 3 working days, however they can occasionally take longer. Royal Mail do not consider an item lost until 15 working days (not weekends or bank holidays) have lapsed and they will not process a claim until this period has passed. We adhere to this timescale for replacing a missing order as they often do arrive after taking the scenic route. If your order is URGENT please opt to pay for Special Delivery at checkout as this is the only service Royal Mail guarantee will arrive “next day”. Please inform us if the package hasn’t arrived within a few days we will then advise when the 15 working days has lapsed and ask you to let us know if the package has arrived. Please do check with your neighbours and your local sorting office as the postman may have inadvertently forgot to put a card through your door! Once we file a missing parcel claim with Royal Mail they may contact you to verify you have not received the package and ask you to sign a declaration stating this. Royal Mail will investigate as there may be a problem with your area, they usually take 7 to 10 days to complete their investigation and only then will they compensate for the loss. These timescales are set by Royal Mail and we cannot shorten their process.

Returns
We are proud to offer a 'No Quibble' returns policy. If you are unhappy with your purchase for any reason, return it to us within 7 days and we will exchange it or offer a refund. If you require an exchange you must include sufficient postage for the item to be posted back to you. Refunds are given minus the cost of shipping/handling however, if the item is faulty, we will also cover full postage costs. Please contact us to let us know to expect the return and we can advise on what shipping/handling cost you will need to include for an exchange