FREQUENTLY ASKED QUESTIONS
Below are some of the questions we get asked about our clothing. Please check this list before getting in touch.
How long will my order take to be delivered?
We aim to ship your item on the same day that you make the purchase during weekdays. If your purchase is after 3pm it is likely it will be posted the next working day.
I need my item to arrive by quickly, is there an option for next day delivery?
Yes, as long as you are in the UK. Just select Next Day Delivery in the checkout option. If you need fast delivery abroad please email firstname.lastname@example.org and as long as we receive your request before midday we will do our best to process your order for an additional fee.
What is the best way to wash a jacket or ski suit?
The best way is to machine wash on 30 degrees. Please use a waterproof clothing wash; you can get these very easily at most large supermarkets.
I am looking to place a group order and unsure of who contact?
If you want to place a group order (suits over 5 or more), please drop an email to email@example.com and we will be happy to help!
Do you do custom skiwear?
Yes, if you order over 10 jackets or suits we can fully customise these for you! Please just get in touch and send an email to firstname.lastname@example.org.
What should I do if I want to cancel my order?
If you would like to cancel your order, we ask you to contact us directly at email@example.com.
What is Klarna and how does it work?
Klarna is a payment method that offers OOSC customers the option to buy now and pay later, at no extra cost. It conveniently allows you to place your order, try on your items, return any unwanted products, and only pay for the items you keep. Klarna takes end-to-end responsibility for your payment. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.
The Klarna payment option is available on orders, subject to factors such as the credit assessment issued by Klarna, stock availability of the product(s) selected, and the order total.
Unfortunately, if Klarna is not displayed as a payment option, this method of payment is not available to use for your order.
Once you have placed your order and wish to pay later, you will receive an email from Klarna within 48 hours that includes a statement and payment instructions.
From that purchase date, you have 14 days to complete your payment with Klarna.
Klarna will send an email reminder 2 days before the payment deadline.
You can either complete payment by telephone on 020 300 50833 or online by following the link provided in the Klarna confirmation email.
To ensure that all statements and notification emails are received, please ensure that the contact number and email address specified are correct.
How does Pay later work?
Once your OOSC order is confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 14days to try on your order, and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via. credit or debit card at www.klarna.com/uk.
Am I eligible for Pay later?
To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address.
All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna, you’ll need to provide your mobile phone number and your email address. The mobile number is required in case Klarna need to reach you. All statements will be sent to your email address. It’s very important that you give them the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor OOSC Clothing run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later?
Although we promote Pay later, it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout, or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via. credit card or debit card.
What happens if I cancel or return my order?
As soon as OOSC Clothing have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.
What happens if I don’t pay for my order?
Payment is due 14 days after your product(s) is shipped. To help you pay on time, Klarna will alert you two days before payment is due – you’ll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.
I have been asked to go to Klarna’s site. Is this correct?
If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.
What do I need to provide when I make a purchase?
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by OOSC Clothing. All transactions take place via. connections secured with the latest industry standard security protocols.
Can I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.
Have you received my payment?
If you pay by card, OOSC Clothing will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.
What happens to my statement, when I’ve returned the goods?
Once OOSC Clothing has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed.
I’ve received a statement, but I’ve not yet received my goods.
You have 14 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact OOSC Clothing to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund?
As soon as OOSC Clothing has registered your cancellation or your return, the refund will be processed within 5 business days.
I have asked for a refund. How will I be refunded?
If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement/payment information.
If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
I still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.