Frequently Asked Questions

Current Offers Ordering Payment Order Problems Discount Codes Shipping & Delivery Returns & Exchanges Communication Rewards Programme

Our Current Offers

Free Products
If you spend over £40.00 on one order, you can select ONE FREE PRODUCT to your order (RRP up to £20.00). Select the products you want in the checkout when you have over £40.00 (there are plenty to choose from!). We cannot send the item out to you if it is not on the order confirmation.
You can mix and match any products as long as over £40.00 is spent on products after payment. (These prices exclude any shipping costs and discount codes you might apply).
You can't exchange the free products unless the fault lies with us. Please select the products and style you want in the cart section to claim the offer.
For random offers you can't pick the designs you want. We will send the item at random.
**Please note: discount codes cannot be used on custom products or memberships**

PLACING AN ORDER

Once you have submitted your order, you will be taken to the order confirmation page which you can print for your records. You will also receive an e-mail confirmation, usually within minutes. Please check that all details are correct. If not please contact us immediately.

We will do our best to make any changes to orders however this is not always possible so please thoroughly check your order before placing it!

IS VAT INCLUDED IN THE PRICE?

All prices given on myoddballs.com include VAT unless otherwise stated. No discount will be given on products where VAT is not chargeable. OddBalls reserves the right to amend our prices to reflect any changes in VAT that may occur. International orders will not be charged UK VAT.

CANCELLING AN ORDER

Under the Consumer Protection (distance selling) Regulations 2000, you have a statutory right (exercisable up to and including the seventh working day after the day of delivery), to cancel your order for any reason and receive a full refund.

HOW CAN I CANCEL MY ORDER?

You can cancel your order at any point up to the completion and shipment of your order. Please contact us via our Contact Form or email us at: lookafter@myoddballs.com within 24 hours and we will confirm cancellation. Please make sure you include your full name, your order number, and a clear declaration that you wish to cancel the order in your message to us.

If your order has already shipped, you can return your purchase to us in accordance with our return policy described below.

PAYMENT METHODS

We accept online payment in a secure environment by credit card and Paypal. We currently accept Visa Credit/Debit, MasterCard, Maestro, Delta, and Switch. All transactions are shown in UK £ sterling.

Please note that we only accept credit cards from countries where we ship.

For your safety and security we require you to enter your Card Verification Number (CVN) when paying by Credit Card.

We use a simple and secure payment gateway service via Sage Pay, so you can shop with us safe in knowledge that your transactions are 100% secure.

At this moment in time we are currently unable to accept cash, cheques or postal orders.

CAN I PAY BY INVOICE?

No, unfortunately not at this time.

WHY HAS MY PAYMENT BEEN DECLINED?

Card payments can be declined for a variety of reasons:

Is your card out of date?
Have you entered your details correctly?
Did you enter your credit card's correct three-digit CVC code on the back?

If the problem persists please contact your bank or credit card issuer.

WHAT DO I DO IF I HAVEN'T RECEIVED MY ORDER?

Packages sent via regular postal service do not carry tracking numbers so cannot be tracked once they have left us.

Please can we ask that you allow a minimum of 5 business days for an order being delivered within the UK, 10 business days for an order being delivered within Europe and 15 business days for an order being delivered to any other country, before contacting us to advise that you have not received your item.

Orders that are returned to us by the courier will be refunded. Additionally orders that are abandoned by you for any reason will not be returned to you and will only be re-sent at your expense.

WHAT CAN I BUY WITH MY DISCOUNT CODE?

You can use discount codes on almost all of our products! The only exclusions are Subscriptions, Gift Cards, Custom Products and some of our sale / clearance items.

I FORGOT TO USE MY PROMOTION CODE?

Unfortunately, we are unable to apply any discounts after your order has been placed on site.

I CANNOT APPLY A PROMOTION CODE?

If you are experiencing problems when trying to apply a promotion code on the check out page please contact us via our Contact Form prior to placing your order and we will assist you as quickly as possible.

WHY WON'T MY ODDBALLS X ORIGINAL SOURCE CODE WORK?

This code is restricted to one use per customer and only applies to orders over £20. It cannot be used in conjunction with any other discount and is valid until 31/8/2025.

WHEN WILL MY ORDER SHIP?

Your order is normally shipped via your local Royal Mail postal service or you can choose to pay for tracked delivery via DPD.

Please note - the selected shipping timeframe only begins from the date your order is shipped and NOT the date the the order is placed.

International orders can arrive anywhere between 7-10 business days from when the order reaches the destination country, not from when it is dispatched from us. Some packages can take slightly longer due to postal delays. Orders may also be delayed by customs procedures as customs duty may need to be paid before your package can be delivered in some non-EU countries. Please note that for orders outside the EU, custom charges may apply at your expense.

WHAT ARE THE STANDARD SHIPPING COSTS?

Standard UK Shipping cost is £3.95
Free UK Shipping is available on orders over £35£35
International shipping costs outside of the UK may vary, see below for more details.

CAN I TRACK MY ORDER?

You should receive an automated email with a link in to track your order from the courier - please check your junk mail folder!

INTERNATIONAL ORDERS

All countries outside the ELI have additional customs clearance charges. Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by you (the recipient). We regret that we have no control over these charges and cannot predict what they may be. For further details please contact your local customs authority. OddBalls cannot be accountable for any delays incurred whilst in transit with our courier.

All International orders will not be charged UK VAT. We use DHL for express international shipping and Royal Mail for standard international shipping. International shipping will take longer than UK shipping, International orders can arrive anywhere between 7-10 business days from when the order reaches the destination country, not from when it is dispatched from us. Please bare this in mind when ordering.

If an item is sent to an address that you specified when ordering which turns out to be incorrect, we are not liable if this item does not reach you. Any orders placed over the weekend or on a bank holiday will not be processed until the next working day.

DISCLAIMER

OddBalls 'Ball Points' rewards programme was discontinued in August 2022. We now make use a new Refer a Friend programme which you can find here.

IS VAT, FREIGHT COSTS, OR CUSTOM FEES INCLUDED IN THE PRICE?

All prices given on myoddballs.com include VAT unless otherwise is stated. International orders will not be charged UK VAT. No discount will be given on products where VAT is not chargeable. OddBalls reserves the right to amend our prices to reflect any changes in VAT that may occur.

All prices given on the Website are exclusive of freight costs, custom fees and other applicable duties or fees. Please note that on orders outside the UK, custom charges may apply at your expense.

RETURN OF UNUSED GOODS

Please see below for instructions on how to return your items.

Please note - Orders have a 90 day return window.

Please be advised we DO NOT accept hand delivered returns, our office is strictly not open/accessible to the general public.

We can only accept products for a return of exchange if they are unworn, in the original packaging and in a re-saleable condition. All item(s) must then be returned within 90 days of invoice.

If your underwear product came in our new glassline packaging and it has been ripped open, we cannot accept the product back for a return or exchange.

Postage must be covered by the customer and we strongly advise to use a tracked delivery service when returning parcels to us as, if we do not have proof that products have been received back with us, a refund may not be possible.

Any postage costs from your original order will not be refunded.

If your order contained a free gift, you will need to return that as, if it is not returned, we will have to deduct the price of the product from your refund

Please allow up to 14 working days from the date your return parcel is received back at OddBalls for your refund or exchange to be processed

Please remember to include a note with the parcel stating your order number and send the product(s) to:

OddBalls
Unit L3
Intersect 19
Tyne Tunnel Trading Estate
North Shields
NE29 7UT

If you have any further questions, you can contact us on -
lookafter@myoddballs.com
Contact Form

FAULTY, INCORRECT, OR SUB-STANDARD PRODUCTS

If there are any issues with the products you have received in your OddBalls order please contact us on lookafter@myoddballs.com with a picture of the fault and the order number.

Please note, we offer a 3 month guarantee and goods that have been considered faulty outside of this period will not be subject to a refund.

RETURNS OF ITEMS IN ORDER TO EXCHANGE

We can only accept products for a return of exchange if they are unworn, in the original packaging and in a re-saleable condition. All item(s) must then be returned within 90 days of invoice.

CONFORMITY OF GOODS

We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used by you.

COMMUNICATION

We will attempt to communicate with mail order customers by email. All relevant information about your order will be sent to the email address you have provided to us.