FAQ
When will I receive my order?
Normally, you will get an estimated despatch and delivery date during the checkout. Delivery times depend on the delivery method available in your region and may be affected by unforeseen circumstances that could cause delays. Once your order has been despatched, the typical delivery time is: Standard Delivery 3-7 working days for delivery Priority Delivery 1-3 working days for delivery Next-Day Delivery — 1-2 working days for delivery
How do I track my order?
You may track your order by visiting links below depending on the courier: DHL:https://www.dhl.com/us-en/home/tracking.html UPS:https://www.ups.com/track?loc=en_US&requester=ST/ Royal Mail:https://www.royalmail.com/track-your-item#/?iid=RM0624_NAV_BUS_REC_TRACK DPD:https://www.dpd.com/en/#dpd_partners Chronopost:https://www.chronopost.fr/en/track-your-parcel
What should I do if my parcel is lost?
If you believe your parcel is lost, please contact OPPO Support as soon as possible. We will carry out a full investigation to determine the next steps. Once we have all the relevant information, we will do our best to handle your case as quickly as possible. If your parcel is confirmed as lost, you are entitled to a replacement or a full refund. Risk of loss or damage during delivery remains with us until you take physical possession of the goods.
What should I do if my parcel was damaged upon delivery?
We apologise for the inconvenience caused. Please follow the process below. Contact our customer service within 48 hours of the order being signed for. Provide customer service with the required photos or screenshots and documents, including the delivery label, the parcel’s external condition, the inner box’s condition, and the SN code on the back of the box. We will create a return authorisation for the order, which will be investigated by our warehouse. If it is confirmed that the device was damaged due to our fault, we will send you a replacement after the damaged product has been returned to the service centre.
What should I do before I sign for a parcel?
First, you should confirm the tracking information and the outer packaging, and check for any breakage or unusual damage. Then, please open your parcel to confirm the quantity and brand of the merchandise and check the packing list. If there is anything unusual, please contact OPPO Customer Support.
What should I do if my tracking has not been updated for an extended period?
If you notice that the tracking status of your order has not been updated for 5 days, please contact OPPO Support as soon as possible. Once we have all the relevant information, it will take 5 to 7 working days to process. We will do our best to handle your case as quickly as possible.
What should I do if I have received the wrong or incomplete merchandise?
If you have received the wrong or incomplete merchandise, please contact OPPO Support within 48 hours of the order being signed for. Please provide us with photographic evidence for your claim. Once we receive your claim, we will process it as soon as possible.
What happens if my parcel is returned to the warehouse?
Once your parcel is marked as undeliverable, it will be returned to the warehouse. Once we have received your returned parcel, we will then process a refund to the original account used to purchase the item(s). If you have any questions, please do not hesitate to contact OPPO Support.
When will I get my refund?
Refunds are processed to your original payment method. For cancellations, we will issue your refund within 14 days of receiving the returned goods (or proof of return, whichever is earlier). Once issued, your payment provider may take additional time to process the funds to your account — this is typically up to 5–7 working days depending on your provider. If you have not received your refund after 14 calendar days from our confirmation of receipt, please contact OPPO Support and we will provide an ARN or payment reference to assist you in tracing the refund with your payment provider.
Why does the amount deducted from my bank card exceed the order value?
Please do not worry. We suggest that you gather the following information: your order number and a payment screenshot. Then, contact our customer service to report the issue. We will check with the team and handle your request properly. (There might be occasional system issues, resulting in the wrong amount being deducted. It will take about 3 days to have the issue resolved, and we kindly ask you to wait patiently for the solution provided by our team. Thank you for your understanding.)
Why was my order automatically cancelled? I have not yet received the refund.
Please verify if your order was successfully paid for. If so, please contact our customer service and provide the "Payment Complete" screenshot, a screenshot of the bank deduction notification, and your order number. We will investigate with our team and address your request promptly. (There may be occasional system issues causing incorrect deductions. Such issues typically take up to 3 days to resolve, and we appreciate your patience while our team works on a solution. Thank you for your understanding.)
Why haven't I received my refund if the order status shows "finished"?
For refund status enquiries, please contact customer service with your order number.
What if I'm charged twice?
Please contact customer service with your order number and proof of payment (e.g., a bank deduction notice). We will review it with the payment team and resolve the issue. We apologise for the inconvenience.
Why does my order show "pending payment" after successful payment?
This may be a status update delay. Please check again after 24 hours. If the status remains "pending," contact us and we'll escalate it to the payments team.
What payment methods do you accept?
We accept credit/debit cards (Visa, Mastercard, American Express) and PayPal. Please note that payment options may vary by store policy.
How can I claim or modify a VAT invoice?
To issue or modify a VAT invoice, please follow the path: Orders > Track Order/View Order > Edit Invoice. Notes: The 'Edit' button will be available after the Return & Replacement (RR) period has ended. You can edit the invoice for the same order up to 5 times. For Guest order: 3.1 Click 'Order Status' in the email from OPPO to go to the Find Your Order page. 3.2 Enter the order number and the email address used to place the order. 3.3 Access the order page to download or edit the invoice. For assistance, please contact OPPO
What is my right to cancel?
You have the right to cancel your order or return your product(s) within 30 days of receiving your goods, without giving any reason. This voluntary right exceeds your statutory 14-day cancellation right and applies to UK residents only, unless a different cancellation period is stated on the product purchase page. To exercise this right, please contact OPPO Support or follow the returns process before the cancellation period expires. Products must be returned in reasonable condition and, where possible, in their original packaging. We reserve the right to make deductions for any loss in value of the product(s) for which you are responsible. Once cancelled, you must return the goods within 30 days. We will issue a full refund within 14 days of receiving the returned goods, or proof of return, whichever is the earlier. Return shipping costs are your responsibility, unless otherwise stated on the product purchase page or the goods are faulty or were incorrectly sent.
