Frequently Asked Questions

Welcome to the OXXA Help Center.
We’ve compiled answers to the most common questions to help you get the information you need quickly.

1. Orders & Shipping

Q: How long will it take to receive my order?
A: Orders are processed within 1–3 business days. Estimated delivery time is 7–15 business days. Please note that transit times are estimates, not guarantees, as they can be influenced by customs and carrier operations.

Q: Can I change my shipping address or cancel my order?
A: We process orders rapidly to ensure fast delivery. Please contact us within 12 hours of placing your order if you need to make changes. Once an order is processed or marked as shipped, it cannot be modified or canceled.

Q: Where is my tracking number?
A: Once your order ships, you will receive an automated email with your tracking number. Please allow 3–5 business days for the carrier's system to update with the latest location of your package.

2. Returns & Refunds

Q: What is your return policy?
A: We offer a 30-day return policy. To be eligible, items must be unused, unworn, and in original condition with all packaging included. Please contact us at contact@oxxa.store to request return authorization before sending any item back.

Q: Can I return an item if I don't like the style?
A: We want you to love your OXXA watch! If you change your mind, you may return the item within 30 days, provided it is in original, saleable condition. Please note that return shipping costs are the responsibility of the customer.

Q: What if my item arrives damaged or defective?
A: We take great care in packaging, but if your item arrives damaged, please contact us within 48 hours of delivery. You must include clear photo or video evidence of the issue so we can resolve it immediately for you. Claims made after this 48-hour window may be limited.

Q: How long does it take to get a refund?
A: Once we receive and inspect your returned item, approved refunds are processed to your original payment method. Depending on your bank, it may take 5–10 business days for the funds to reflect in your account.

3. Products & Quality

Q: Are these genuine luxury brand watches?
A: OXXA is an independent retailer specializing in street-luxe fashion accessories. Our watches are inspired by popular trends and are not affiliated with or endorsed by any specific luxury brand holders.

Q: How should I care for my OXXA watch?
A: To maintain the shine of your iced-out watch, avoid contact with water, perfumes, chemicals, and excessive sweat. Store it in a dry place when not in use. Normal wear and tear, including finish fading due to improper care, is not covered under our return policy.

4. Dispute Resolution

Q: I have a problem with my order; should I file a dispute?
A: We are committed to your satisfaction and prefer to resolve any issues directly. If you have an issue, please email contact@oxxa.store. We respond to most inquiries within 24–48 business hours. Filing a bank dispute before contacting us can delay the resolution process, as we are required to provide all documentation—including tracking and communication—to your bank to contest premature claims.