FAQs
Do I have to create an account?
You can choose to check out as a guest without needing to create an Oisoy account. However, an account will save your order history and multiple address details for a faster checkout process in the future. With an Oisoy account, you can also create a wishlist that you can share with friends and family – great for letting everyone know what you want for your birthday, wedding or Christmas present!
What is my username?
Your username is the e-mail address you use when you order with Oisoy.
What happens if I forget my password?
On the login page, click on the ‘Forgot Your Password?’ link underneath the username and password fields. You will receive an e-mail with a link to reset your password.
If you do not receive the e-mail or have any other concerns, please e-mail or call our customer services – our friendly staff are happy to help! You can find all of our contact details on our contact us page.
How do I place an order with you?
Ordering through the website is the quickest way – just add products to your basket as you move around the website, then click the little shopping basket icon at the top of the page when you’re ready to check out.
I just want to order a few things to cook at home – is that OK?
It certainly is! That’s why we’re here. At Oisoy, we know that it can be challenging to find those authentic ingredients if you’re not in the restaurant industry. But we believe that everyone should be able to cook the food they love with the best, most authentic ingredients. So whether you just need one essential ingredient or are looking to overhaul your storecupboard completely, Oisoy can help.
Something’s out of stock – when will it be back?
Sometimes it’s just a few days, and sometimes much longer. And sadly, we often don’t have a good heads up from suppliers until it arrives. The best way to find out is to enter your email address in the ‘notify me when available’ section on the product page, and you’ll receive an email the moment it arrives.
What payment methods does Oisoy accept?
On the Oisoy website, you can pay using:
- Visa (including Visa Debit and Visa Electron)
- MasterCard
- Delta
- Maestro
- American Express
- PayPal
Does Oisoy accept payment in other currencies?
We currently only accept payment in Pounds Sterling (GBP) or Euros (EUR), though you are welcome to pay with a non-UK or non-EU credit or debit card. If applicable, the amount will be charged in your local currency, adjusted for your card issuer’s exchange rate and fee.
How do I know if my order was successful?
As soon as you have completed your order, you will receive an order confirmation by e-mail. If, for any reason, you are not sure if your order was successful, please get in touch with us. You can find all of our contact details on our contact us page.
I made a mistake with my order – how can I change it?
If your parcel is still in our warehouse, we can amend the delivery address, add or remove items, or cancel your order.
If your order has already been dispatched, we may still be able to amend the delivery address details, although it may delay your parcel – don’t hesitate to get in touch with us for advice.
Please go to our contact us page to find all of our contact details.
My order is a gift – can you leave out the invoice?
Of course! We no longer include the invoice in our parcels, but a downloadable copy can be found at the bottom of your order confirmation.
If you include a gift message at the checkout when placing your order, we will print this on a card and include it in the parcel. The parcel will then be packed with Oisoy tissue paper with your gift message on top so that the recipient can unwrap a lovely gift.
If you forget to put a message on – just get in touch with our friendly customer service team, who will be able to add it to your order if it hasn’t been shipped yet.
Please go to our contact us page to find all of our contact details.
How much is delivery, and how long will it take?
Please see our delivery page.
Can I use different addresses for shipping and billing?
Absolutely! You’ll first be asked to enter your shipping details when you get to the checkout page. This can be your home address, a business address if you prefer to receive your parcels at work, or it could be the address of someone you wish to send a gift to.
When you proceed to the payment information stage, you will see a section called ‘Use a different billing address’ underneath the payment methods. Tick that box, and a new field will appear for your billing address.
When will I know my order has been shipped?
As soon as your order has been shipped, we will send you an e-mail to let you know. The e-mail will show a final summary of the items in your order, the delivery address and the shipping method.
Can I track my order?
Once your order has been collected by one of our couriers, you should receive an e-mail from them with your tracking details.
If you have not received your tracking details or have any other concerns, please send us an e-mail or give us a call – our friendly staff will be able to help. You can find all of our contact details on our contact us page.
Can I change my delivery address once the order has been shipped?
For orders placed with Express delivery, we can change the delivery address up to two hours before your parcel is delivered. Please be aware that this will delay your delivery by 24 hours.
For orders placed with Standard delivery, we cannot guarantee that an address change can be made after shipment, so please make sure you provide a correct delivery address at the checkout.
If you realise very soon after placing the order that there is a mistake with the delivery address, please let us know by phone or e-mail as soon as you can so we can update the details for you. You can find all of our contact details on our contact us page.
I’ve decided I don’t want to keep my items – can I return them to you?
At Oisoy, we want you to be delighted every time you shop with us. Occasionally though, we know you may wish to return items, and if you change your mind, you are welcome to return your purchase in its original condition within 30 days for a refund. If you are returning part of a larger order, we regret that we cannot refund delivery costs. Please see below for more details.
Please get in touch with us via e-mail or telephone if you wish to return any goods, and we can advise you on what to do. You can find all of our contact details on our contact us page.
What if my item is damaged or faulty?
Don’t panic! If you receive damaged or faulty goods, we will replace them free of charge.
If you have received a damaged item, let us know what happened and send a photo if you can – it will help us stop it from happening again. Please let us know as soon as you discover the damaged item – within 30 days of receiving the order – so we can send a replacement right away.
If you have received a faulty item, we will arrange for a pre-paid returns label to be sent to you. We will inspect the item when it arrives and issue a replacement or a full refund as you prefer.
Please note: electrical items like Chinese Table Top Hot Pots are covered by a manufacturer’s warranty. If you receive a faulty electrical item, we will return the unit to the manufacturer, who will either repair or replace it.
Why does the refunded amount not include delivery?
We regret that we can only refund delivery costs in instances where:
You are returning a whole order
Products have arrived faulty (see above)
We have sent an incorrect product
The courier has made a mistake
I’ve seen a product that you sell cheaper somewhere else – does Oisoy’s price match?
If the product you’ve seen elsewhere is the same as something on our website (the same model, size and colour/accessories), is from a reputable UK-based retailer, and is in stock available for immediate purchase and despatch, we can price match. Reputable retailers include well-known high street stores (and their websites).
For us to price match, please e-mail our customer services team with a link to the product you have found. Please confirm the size and colour (if applicable) and the price you would like us to match. Our team will take it from there and get back to you with the result.
You can find our customer service e-mail and all other contact details on our contact us page.
Have a question that isn’t here?
If your question hasn’t already been answered here, or you need any further assistance, please get in touch using one of the methods on our contact us page.
