FAQ PAGE
Frequently Asked Questions
Last updated: June 2026
Welcome to the Oak & Aura FAQ page. Here you’ll find answers to common questions about shipping, tracking, returns, refunds, sizing, payments, and customer support.
Oak & Aura is operated by Flixor Ltd, a company registered in England and Wales.
How long does shipping take?
Orders are usually processed within 1–3 business days.
Estimated delivery times vary depending on your location, delivery address, courier service, customs checks, and local delivery conditions.
For most orders, estimated delivery is typically 5–10 business days after processing, unless a different timeframe is shown at checkout or on the product page.
For full delivery details, please review our Shipping Policy.
Do you offer free shipping?
Yes, we offer free standard shipping on eligible orders where this option is shown at checkout or on our website.
Shipping options, delivery times, and availability may vary depending on your location and the products in your order.
Any available shipping costs or delivery options will be shown clearly at checkout before you complete your purchase.
Can I track my order?
Yes. Once your order has been shipped, you should receive a tracking number by email.
You can track your order using the tracking link provided in your shipping confirmation email or through our Track Your Order page.
Please allow 2–5 business days after dispatch for tracking information to update, as courier tracking may not appear immediately.
What is your return policy?
We offer a 90-Day Satisfaction Guarantee from the date your order is delivered.
If you are not satisfied with your purchase, please contact our support team at info@oak-aura.com before sending anything back.
Returns must be approved by our support team before they are returned.
For full details, please review our Refund & Return Policy.
How long do refunds take?
Once your return has been received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Can I cancel or change my order?
Orders can only be cancelled or changed if they have not yet entered processing or fulfilment.
Because orders may begin processing shortly after purchase, we cannot guarantee that cancellation or changes will be possible once an order has been placed.
If you need to cancel or change an order, please contact us as soon as possible at info@oak-aura.com and include your order number and the email address used at checkout.
Can I change my delivery address after ordering?
If you notice an error in your delivery address, please contact us immediately at info@oak-aura.com.
We cannot guarantee that address changes can be made once an order has entered processing, fulfilment, or dispatch.
Customers are responsible for providing accurate and complete delivery information at checkout.
What should I do if my item arrives damaged, faulty, or incorrect?
Please inspect your order when it arrives.
If your item arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible at info@oak-aura.com.
When contacting us, please include your order number, a short explanation of the issue, and clear photos or videos showing the problem.
Our support team will review the issue and help arrange an appropriate solution.
Are your products true to size?
Most items are designed to fit true to size, but fit can vary depending on the product style, fabric, body shape, and personal preference.
We recommend checking the size guide on each product page before placing your order.
If you are between sizes or unsure which size to choose, please contact us at info@oak-aura.com before ordering and we’ll be happy to help.
Do you offer exchanges?
We do not currently offer direct exchanges.
The fastest way to receive a different size, colour, or item is to request a return for your original item and place a new order for the item you want.
Please review our Refund & Return Policy for full return instructions.
Do you ship internationally?
Oak & Aura may ship to customers in the United Kingdom and other supported international regions, including Europe, the United States, Canada, Australia, and other locations where checkout and delivery are available.
Available countries, shipping options, delivery times, and costs may vary depending on your location.
Any available shipping options will be shown at checkout before you complete your purchase.
Will I need to pay customs, duties, or import taxes?
For orders shipped outside the United Kingdom, customs duties, import taxes, handling fees, or local charges may apply depending on your destination country or region.
These charges are set by local authorities and may be the responsibility of the customer unless stated otherwise at checkout.
International customers should review their local import rules before placing an order.
Is my payment information secure?
Yes. Payments are processed securely through trusted third-party payment providers.
We do not store full card numbers on our website.
Your payment options will be shown securely at checkout.
How can I contact Oak & Aura?
You can contact our customer support team at:
Email: info@oak-aura.com
Phone: +44 7803 00746
We aim to respond to customer enquiries as quickly as possible, usually within 1–24 hours during normal support periods.
Who operates Oak & Aura?
Oak & Aura is operated by Flixor Ltd, a company registered in England and Wales.
Company name: Flixor Ltd
Trading name: Oak & Aura
Company number: 16069259
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: info@oak-aura.com
Phone: +44 7803 00746
About Oak & Aura
At Oak & Aura, we believe great style should feel effortless, confident, and versatile.
Our collections are carefully selected for everyday wear, combining clean silhouettes, comfort-focused details, and timeless styling for modern customers.
© 2026 Flixor Ltd. All rights reserved.