Frequently Asked Questions
Orders
How do I track my order?
Once your order has been dispatched, you’ll receive your shipping confirmation email containing your tracking information.
With the tracking information provided in your shipping confirmation email, you will be able to follow your order from our warehouse, right up to the moment it is delivered.
Please allow up to 7 working days (UK) and up to 15 working days (rest of the world) for your order to arrive. If this date has passed and you still haven’t received your order, contact us here so we can assist you.
Where is my order?
We aim to dispatch all orders within 1-2 business days of the order being placed, depending on the shipping method selected, this isn’t always possible.
Once your order has been dispatched, you’ll receive your shipping confirmation email containing your tracking information.
With the tracking information provided in your shipping confirmation email, you will be able to follow your order from our warehouse, right up to the moment it is delivered.
Please allow up until your estimated delivery date for your order to arrive. If this date has passed and you still haven’t received your order, click here so we can help you further.
Please note we are unable to assist with any enquiries regarding the whereabouts of your order until the estimated delivery times have elapsed.
I want to cancel/amend my order
We’re pretty quick at getting your orders out the door, so if you do wish to cancel/amend your order, please contact us immediately with the following information:
- Name
- Order Number
- Email Address
- Amendment you require
We will always strive to amend your order before it leaves our warehouse, but we aren’t always able to. In this instance, there is a chance that the order has already been processed for shipment and we are unable to make a change.
I have received an incorrect item in my order
In the unlikely event you have received an incorrect item, please contact us immediately, including the follow information:
- Name
- Order Number
- Item that you did not receive
- Item that you received in it’s place
- Photograph of item
Once you have sent this information over, our team can work to rectify the problem and send you out the correct item.
Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.
Please do not return any wrongly received goods unless advised by a member of our support team, it may result in a slower resolution time.
I’ve received a faulty item
In the unlikely event you have received a defective item, please contact us immediately with the following information:
- Your order number
- Which item is damaged
- A description
- Photographic evidence
Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or exchange.
Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time and we don’t always require the faulty item back.
There is something missing from my order
In the event that you’ve received your order and you find an item is missing, we may have removed the item due to being out of stock. In this instance, you will be contacted via email and given the option to choose an alternative item.
If we have received no response within 48 hours of this email, the item will be refunded from your order and the remaining items sent.
If you haven’t received an email notification about an item being out of stock, but you’re still missing an item, please contact us immediately with the following information:
- Order Number
- Missing Item(s)
Our support team will look into the matter and will resolve the issue for you as quickly as possible.
Delivery
Shipping Options – United Kingdom
We have two options for UK Delivery, our Standard and Express Delivery.
- Standard (England, Scotland and Wales) delivery (3-5 working days) = £3.99 (Free delivery on orders above £50.00)
- Express (England, Scotland and Wales) delivery (1-2 working days) = £5.99 (Free delivery on orders above £75.00)
- Standard Northern Ireland delivery (3-5 working days) = £3.99 (Free delivery on orders above £50.00)
We aim to dispatch all orders within 2 working days.
Delivery times may vary around Bank & Public Holidays
Delivery to the Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands may take up to three working days.
Shipping Options – Europe (Excluding UK)
There are a number of options for delivery in Europe. Please see here options and pricing.
Shipping Options – North & South America
There are a number of options for delivery in Europe. Please see here options and pricing.
Customs & Import Charges
You may be susceptible to customs charges in certain areas which will be charged upon the parcel reaching the destination country.
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.
The final value of your order does not include any additional duties required. The carrier, prior to delivery, will inform you of any additional duties if required.
OBEN has no control over customs and import tax and we can’t tell you exactly how much you will be charged as customs and import tax varies widely depending on the country you are situated in.
United States of America
The threshold for being charged customs and import tax in the US is $800 USD. If your order is more than this amount, you will be charged additional customs and import tax.
If your order is below the $800 USD threshold, you will not be charged additional customs and import tax.
CANADA
The threshold for bringing goods into Canada is around $20 CAD. If your order is more than this amount, you are more likely to be charged additional customs and import tax.
Please pay these to avoid any further delays to your order, once you have your goods, please get in touch with our Customer Service team at contact@obensports.com and provide them with a copy of the receipt of payment and we will get this reimbursed for you.
Returns
What is your returns policy?
We understand that from time to time you will want to return an item for any reason. Check out our policy and see if you’re eligible to return your item:
- Items are eligible for returns within 30 days of receiving your order.
- Item must be sent back with a returns form including your order information, without the returns form, we cannot always correctly identify the customer and may not be able to fulfil your return request.
- Item must be unworn & unwashed (no distinct odours, blemishes, signs of wear etc.)
- We cannot accept underwear or socks for hygiene reasons – no exceptions.
- Items covered in animal/human hair will not be accepted
- If you’ve asked for an item which is more expensive than your return, we will contact you upon receiving the return to process the additional payment
- All items are thoroughly inspected before any action is taken
- Returns can take up to 10 days to process, so don’t be alarmed if you’ve tracked your return as delivered but haven’t heard from us yet
- Any items bought in conjunction with an offer (e.g. 2 t-shirts for £XX) can only be returned to exchange for a like-for-like item unless all items included in the offer are returned
- Items received after the 30-day returns period will be eligible for store credit only.
- If you received a free gift with your order and returned an item you must also return the gift or else you will be invoiced for the face value of the gift.
If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received.
If your return breaches our terms you will also be liable for the cost of delivery to return the item back to you.
Any items purchased at an exhibition can only be returned for a like-for-like product or store credit, we will not be able to provide a cash refund.
UK Returns
Returning your items is easy!
Follow these steps:
- Contact our customer support team with your order number to receive free UK shipping label
- Send the items back with your order confirmation sheet (included in the order bag)
Please note: all items returned must be unworn in the original condition with tags and packaging.
You are not obliged to use the free returns services we offer, but should you choose not to, you will be completely liable for the cost of returning your goods.
Our team must receive returns within 30 days of your initial inception.
EU Returns
Follow these steps:
- Contact our customer support team with your order number to receive your returns instructions (We recommend using a tracked economy service)
- Send the items back with your order confirmation sheet (included in the order bag)
- Please make sure you declare the shipment as a return to avoid being charged to destination.
Please note: all items returned must be unworn in the original condition with tags and packaging.
Our team must receive returns within 30 days of your initial inception.
Returns take 5-10 business days to process once received.
Are returns free?
We offer free returns in the UK within 30 days. We currently do not offer free returns for international orders.
I’m an international customer, how do I make a return?
Follow these steps:
- Contact our customer support team with your order number to receive your returns instructions (We recommend using a tracked economy service)
- Send the items back with your order confirmation sheet (included in the order bag)
- Please make sure you declare the shipment as a return to avoid being charged to destination.
Please note: all items returned must be unworn in the original condition with tags and packaging.
Our team must receive returns within 30 days of your initial inception.
Returns take 5-10 business days to process once received.
Have you received my return yet?
Once your return has been processed, we will let you know via email. If you’ve tracked your return as reaching our warehouse but haven’t yet received an email, don’t be alarmed. Depending on the volume of returns we’re experiencing, it can take a few days to be processed into our system.
Once you’ve received your email notification that we’ve received your return, refunds and exchanges can take a further 10 working days to be processed.
If you do have any concerns, click here and get in touch with our customer care team, they’ll no doubt be able to answer any queries you may have!
Payments & Discounts
How can I pay for my order?
You can pay for your order by using any of the following payment types:
We take fraud very seriously meaning all payments will be subject to security checks put in place by OBEN and also the card provider.
In the event that your payment has failed 1 or more security checks, you will be contacted by a member of the Customer Care Team who may ask for further identification in order to release your order. Failure to provide the information we require will result in your order being cancelled and refunded.
Pay in 3 with Klarna (UK Only)
Pay in 3 / Pay in 30 days with Klarna.
Simply:
- Select the items you want*
- Proceed to checkout
- Enter your billing and shipping details
- Select Klarna
- Checkout!
What happens if I need to make a return?
Follow the normal returns procedure. Only pay for what you keep. If you return some or all of your order, Klarna will issue you with a new statement as soon as the online store processes your return.
If you have an upcoming payment due date – sit back and relax. If there is a delay in the online store registering a return Klarna will issue a new payment due date for the stuff you decided to keep.
*Please note Klarna Pay in 3 is only available on orders up to £1,000
T&Cs
Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.
Student Discount
Enjoy a 15% student discount at OBEN with Student Beans.
The discount is only available to the following countries below:
- USA
- Canada
- Australia
- Germany
- France
- Spain
- UK
*Valid on full-price items only. Exclusions apply
Clearpay – Buy Now Pay Later (UK Only)
Buy now, pay later with Clearpay
Simply
- Select the items you want
- Proceed to checkout
- Enter your billing and shipping details
- Select Clearpay
- Checkout!
- Pay in 4 equal instalments
What happens if I need to make a return?
Follow the normal returns procedure. Only pay for what you keep. If you return some or all of your order, Afterpay will issue you with a new statement as soon as OBEN processes your return. If you have an upcoming payment due date – sit back and relax.
NHS Discount (UK Only)
To everyone in the NHS we appreciate your service, claim a special discount through Blue Light Card.
An item I own is now a lower price, can you refund me the difference?
As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.
This item was on sale previously, can I get it at the sale price?
If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to it’s original price, in which case, we will not be able to honour the price it was displayed as during the sale.
As much as we love a good sale, unfortunately, they have to come to an end.
My discount code isn’t working
Please ensure you’re entering the discount code in the box titled ‘Discount Code’ then hit ‘Apply Discount’. It must be entered in the same format you have received it in.
Discount codes must be applied upon checking out as we can’t always apply them once your order has been placed.
You can only use one discount code per order.
Lastly, discount codes can only be used with full-priced items.
Still having trouble? Get in touch with our Customer Care Team and they’ll help you out.
Account
I have forgotten my password
If you’ve forgotten your password, click ‘Forgot your password?’ on the login page. You’ll be asked to enter your email address, to then be sent an email with instructions on how to successfully reset your password.
I need to update my address
When you’ve logged into your account, you’ll be straight on to your account dashboard. At the bottom of your page, you’ll see the option to ‘Manage Addresses’, click on this and you’ll be given the option to amend your Billing & Delivery address.
Sponsorships
If you are interested in joining the OBEN family – please contact our team here to discuss further.
OBEN Membership
OBEN Membership
OBEN Membership is a loyalty platform that allows members to unlock rewards and experiences. Split across tiers, members are rewarded the more they spend
How it works
- Create your OBEN account
- Receive points by shopping & completing activities
- Redeem points as discounts
- Move through tiers to earn exclusive benefits & rewards
How to earn points
- Create an account – 250 points
- Place an order – 5 points per £1/€1/$1 spent
- Follow OBEN on Instagram – 50 points
- Follow OBEN on Twitter – 50 points
- Like OBEN on Facebook – 50 points
- Leave a review – 500 points
- Newsletter sign up – 50 points
- Birthday reward – 500 points
Climb through the ranks
Move through the tiers starting off as a Bronze Member, with the potential to climb through Silver, Gold, and all the way to Platinum. You will earn more points per spend, as well as other exclusive benefits & rewards the higher you climb.
Frequently asked questions
Is OBEN MEMBERSHIP free?
Yes, it is completely free! All you need to do is create an account.
I already have a OBEN account, do I need to make a OBEN MEMBERSHIP account?
OBEN accounts and OBEN membership accounts are the same – if you have a OBEN account, you already are OBEN member.
How long until I get the points after a review, purchase, or follow?
Please allow up to 48 hours for your membership to be credited after making a purchase, review, or follow.
How does the referral process exactly work?
1. Share your discount referral link with your friend.
2. Your friend clicks the referral link and enters their email address into the referral box.
3. Your friend receives a discount code to use at checkout.
4. Once your friend has successfully completed their first purchase you will be rewarded with points
Can I use discount codes and my OBEN membership points?
You won’t be able to use your membership points together with the discount codes, only one code can be used per order.
Can I use my Membership points during a sale?
No, Membership points can only be redeemed on full-price items
Do my points expire?
Your points will expire in 12 months.
For more information on Oben Membership click here