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Last Updated: January 2024
Our Commitment to You
At OXO Kitchen Essentials, we believe that exceptional customer service is as important as the thoughtful design of our products. Just as our baking tools are crafted for precision and our toddler items for safety, we’ve designed our shipping and returns process to be reliable, straightforward, and fair. We understand that getting your kitchen essentials when you need them and being satisfied with your purchase matters.
Shipping Information
Order Processing
We process all orders within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Shipping Methods & Timeframes
| Shipping Method | Cost | Delivery Time | Carrier |
|---|---|---|---|
| Standard Shipping | $12.95 | 10-15 business days after shipment | DHL or FedEx |
| Free Shipping | Free on orders over $50 | 15-25 business days after shipment | EMS |
International Shipping
We ship worldwide with limited exceptions in Asia and remote areas. International customers may be responsible for customs fees and import duties, which are determined by the destination country’s customs authorities.
Returns & Exchanges Policy
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your order. This gives you adequate time to ensure your kitchen essentials meet your expectations.
Return Conditions
To be eligible for a return or exchange, your item must be:
- In its original packaging
- Unused and in the same condition as received
- Included with all original tags and accessories
- Accompanied by the original receipt or proof of purchase
Non-Returnable Items
For health and safety reasons, we cannot accept returns on the following products:
- Bathing & Bathroom products (for hygiene reasons)
- Opened or used Cleaning Tools & Organization items
- Bar Tools & Barware that show signs of use
- Personal care items from our Baby & Toddler collection
Step-by-Step Return Process
Step 1: Submit Your Return Request
Contact our customer service team within 15 days of receiving your order using the template below. Send your completed request to: [email protected]
Return/Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear OXO Kitchen Essentials Customer Service,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Product(s) to Return: [Product Name(s) and SKU if available]
Reason for Return: [Please specify – wrong size, defective, changed mind, etc.]
Exchange Preference (if applicable): Preferred Replacement Product: [Product Name and SKU if available]
Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]
I confirm that the item(s) are in original condition and packaging.
Thank you,
[Your Name]
Step 2: Receive Return Authorization
Within 2 business days, we’ll email you a Return Authorization Number and shipping instructions. Please do not ship your return without this authorization.
Step 3: Package and Ship Your Return
Securely package the item(s) in their original packaging, include your Return Authorization Number visible on the outside, and ship to:
OXO Kitchen Essentials Returns
1156 Simpson Square
LOUISVILLE, US 30434
Return Authorization #: [Your provided number]
Step 4: Processing Your Return
Once we receive your return, we’ll process it within 3-5 business days and notify you via email.
Refund Information
Refund Timeline
Refunds are processed within 5-7 business days after we receive and inspect your return. The timing of when you’ll see the refund in your account depends on your payment method:
- Credit Cards (Visa, MasterCard, JCB): 7-10 business days after we process your refund
- PayPal: 3-5 business days after we process your refund
What’s Refunded
We refund the cost of the returned item(s). Original shipping charges are non-refundable unless the return is due to our error or a defective product.
Exchange Process
Exchanges follow the same process as returns. Once we receive your returned item, we’ll ship your replacement product using your original shipping method. If the exchange item costs more, we’ll contact you for payment of the difference.
Defective or Damaged Items
If you receive a defective or damaged item, please contact us immediately at [email protected] with photos of the damage or defect. We’ll arrange for a replacement at no additional cost to you.
International Returns
International customers are responsible for return shipping costs and any customs fees. We recommend using a trackable shipping service for your return.
Questions?
Our customer service team is here to help, just as we’re here to assist with any questions about our baking tools or barware. Contact us at:
Email: [email protected]
Address: 1156 Simpson Square, LOUISVILLE, US 30434
We’re committed to resolving any concerns about your purchase, reflecting the same reliability we build into every OXO Kitchen Essentials product.