Frequently Asked Questions

1. How can I get a quote or place an order?

For new customers, we know our website has a few catalogues to browse. Unless you have an Online Portal, you’re not able to order. This is because our range of workwear and PPE is very extensive. We like to get to know our clients to ensure you get exactly the product you need. For example, the right colours, combination of materials or safety certification requirements.

If your query is urgent, please call our team on 01235 814112. Alternatively, please email us on sales@oxfordsafetysupplies.co.uk, detailing your requirements. You can also submit a form on our Contact page.

If your company has an account with us online but you don’t have access, please send us an email with your details and the details of where you work. We will sort the rest. If you have forgotten your password (oops), please refer to point 2 below!

2. How can I get access to my company’s Online Portal, or get one set up?

If your business does not have an Online Portal set up, please go to our Contact Page. Drop us an email with yours and your company’s details. We will contact you if we require further information. New to ordering and are not added to an existing company account? Just send us an email with the aforementioned information. Please use your business email (just so we can verify it is really you)!

3. I can’t log in to my Online Portal – please help!

Forgotten your password? It happens to us all! Just click here to reset it, using your username or email. Try your company email first. If you don’t get a Forgotten Password email, try any other email addresses (and check your spam). Your username will be in the format firstname.surname – with rare exception. We will never know your password, as it is hidden from us to protect your data. If this doesn’t work? Drop us an email!

4. Do you have sizing charts?

We’re working on providing our customers with size charts for clothing, however these are not yet readily available. In the meantime, drop us a message or use our Live Chat service (bottom left corner). There are real humans at the end of our Live Chat and we’re here Monday – Friday (excluding Bank Holidays) 8am – 5pm. We’ll send you sizing charts for the product codes you request, until we can make them available as regular downloads. Don’t forget, you can place an order for samples if you’re not sure on sizing. Alternatively, your Account Manager can bring a sizing set when they next visit.

5. Can you take orders over the telephone?

Ordering branded items? This may include a polo embroidered with your logo, a beanie hat with a logo or a hi-vis vest with print on it. We do require that branded orders are either placed on the Online Portal, or via email. This is just to ensure there is no ambiguity and everything is in writing. Don’t worry – you can place notes on your Personpack when ordering, if there is something you need us to know.

6. Can I pop in to try some shoes on?

Of course you can! We may not have every single option in stock, but we can certainly get your preferred shoes on order for you. Click here for our address and contact details. Our Trade Counter is open 7am – 5pm Monday – Friday (excluding Bank Holidays). If you let us know beforehand, we can get a few options ready for you to try. Once certain of your size (this may vary between brands), you can take your footwear away on the day. We can also order in for collection or delivery.

7. Can I change my delivery address?

If you have placed an order and notice an error, please let us know immediately so that your order is delivered correctly. We prefer this via email so that there is no ambiguity over the correct address. For Portal orders, you will receive a confirmation from the system and a final confirmation from us. This ensures you can check the details of your order. Email orders will also be confirmed by us, so that you can check the details.

Once you receive notification from DPD that your order has been dispatched, we are unable to change the address it is being delivered to. The package will have to be rejected at the incorrect address, or a collection will have to be arranged. We will then be able to change the address and re-ship the items when they arrive back with us. This can extend the time taken to receive your items, so please ensure the correct address is communicated when ordering.

8. How much do you charge for Delivery?

For orders under £100 (net), carriage is £9.95. Carriage is free for orders £100 (net) +. If you place your order on the portal, orders under £100 (net) are £8.95 for delivery. Collecting from our Trade Counter in Didcot is free. Of course, if you require an upgrade on your delivery such as a pre-10.30am, carriage will be more expensive. We will account for this upon quoting for your items.

9. What is your Returns policy?

Please do not return an item to us without first contacting us.  We can then assess the best course of action and if an item can be returned. We then generate you a Return Note to print and pack with the returned item(s). Without a Return Note, we will not be expecting the item and it could be lost, so you will be unable to get a credit.

For branded items with your company logo or other personalisation, we are unable to accept returns unless the garment is faulty or we have made an error. As we’re sure you can understand, items that are already branded cannot be re-used. Even if you return them in pristine condition, they are marked with your brand. For items that are unbranded, e.g. trousers without logos, gloves and shoes, we most likely can accept them.

Items such as masks may not be able to be returned for health and safety reasons. For more details, please see Section 5 “Returns” in our Terms and Conditions.

10. We ordered samples and want to return them for a credit, or return them to be branded for us.

Please do not return an item to us without first contacting us.  We can then assess the best course of action and if an item can be returned. We then generate you a Return Note to print and pack with the returned item(s). Without a Return Note, we will not be expecting the item and it could be lost, so you will be unable to get a credit.

For unbranded samples that you wish to return, we will generate a Returns Note. Either you or us can organise a collection for a full credit (providing items are in saleable condition). If you wish to return the items for branding and re-shipping to you, please make that clear. We will organise that at our end for you. Either we or you can arrange collection and the items will be re-sent out to you as soon as branding is complete.