Frequently asked questions
Everything you might want to know before you order. If something isn't here, write to us.
Our products
What's the difference between Mind, Body and Space?
OASI is built around three parts of everyday life:
- Mind is for your inner world: books to slow down with, journals to think on paper, and teas to make the pause feel like one.
- Body is for how you look after yourself: face, hair and body care, chosen for daily rituals rather than trends.
- Space is for the room around you: candles, incense, home and movement, to change how a space feels.
Are your products authentic?
Yes. Every product is sourced directly from authorised distributors, so what you receive is exactly what the brand intended.
How do you choose what you stock?
Slowly. We test, research and live with products before they reach the shop, and only keep the ones that earn a place in an everyday ritual. Fewer things, chosen well. Want to request a product? Drop us an email.
Is your skincare suitable for sensitive skin?
Much of our skincare is gentle and suits most skin types, but everyone's skin is different. Full ingredients are on each product page. If your skin is sensitive, we'd always suggest a small patch test on your inner arm 24 hours before using something new on your face.
How do I get the best from my candles?
Trim the wick to about 5mm before each burn. The first time you light it, let the wax melt all the way to the edges, which usually takes two to three hours. It helps the candle burn evenly for the rest of its life. Burn times are on each product page.
Are your products vegan and cruelty-free?
Many are. We look for brands that don't test on animals and that use natural, plant-based ingredients wherever possible. Because every product is different, we list vegan and cruelty-free details on each product page, so you can always check before you buy.
Something I want is sold out. Will it come back?
Most of our pieces return, as we restock in small batches. Join our email list to hear first when favourites are back, or write to us and we'll let you know.
Ordering
Do I need an account to order?
No, you can check out as a guest. Creating an account lets you track your orders and save your details for next time, if you'd find that useful.
Can I change or cancel my order?
Yes, as long as it hasn't been sent yet. Email us at customercare@oasi.uk with your order number as soon as possible and we'll do our best to help. Once your order is on its way, we can't make changes, but you're welcome to return it under our returns policy.
Can I save something for later?
Yes. Tap the heart on any product to add it to your wishlist, and it'll be waiting when you come back.
Will I receive a confirmation email when an order is placed?
Yes. As soon as your order is placed, we'll email you a confirmation with your order details. You'll get a second email with your tracking number once it's on its way. If you can't see it within an hour, check your junk or promotions folder, or write to us and we'll resend it.
My discount code isn't working. What now?
Check that it's typed exactly as shown, with no spaces, and that it hasn't expired. Some codes only apply to certain products or have a minimum spend, and only one code can be used per order. Some codes are applied automatically at checkout. If it still won't apply, email us before you check out and we'll help.
What payment methods do you accept?
You can pay by Visa, Mastercard, American Express or Maestro, or use Apple Pay, Google Pay, PayPal or Klarna.
Gifting
Can I send an order straight to someone else?
Of course. Add their name and address as the delivery address at checkout.
Do you offer gift wrapping?
Not as a separate service, but every order arrives ready to give. We pack each box by hand with the same care we'd want for ourselves. Most people find it's gift-ready the moment it arrives. If you'd like a handwritten message included, add it in the note at checkout.
Can I include a gift message?
Yes. Add your message in the note at checkout and we'll write it by hand on a card inside.
Will the price be in the parcel?
No. We never include prices or receipts in the parcel, so it's ready to give.
Delivery
Where do you deliver?
Across the UK. We'd love to send further one day, so join our list to hear first when we do.
How much is delivery?
UK delivery is £3.65 and free on orders over £35.
How long will my order take to arrive?
We pack every order by hand within 1–2 working days, then send it by Royal Mail Tracked 48, which usually arrives within 2 working days. You'll get a tracking number when it's sent.
My order hasn't arrived. What should I do?
First, check the tracking link in your dispatch email. If it's still missing after the expected time, email us with your order number and we'll get it sorted.
When should I order for Christmas?
Our last order date for Christmas delivery is 14 December.
Returns
Can I return something?
Yes, within 30 days of receiving it, as long as it's unused and in its original packaging. Email returns@oasi.uk with your order number and what you'd like to return.
For hygiene reasons, we can't accept returns on opened candles, teas, skincare or personal care products.
When will I get my refund?
Once we've received your return, we'll refund your original payment method within 5–10 working days.
My order arrived damaged. What now?
We're sorry. Please email us at returns@oasi.uk within 7 days of delivery. Include your order number and a photo, and we'll send a replacement or refund straight away.
Sustainability
How is my order packaged?
Every order is packed by hand with care. Products arrive in their original packaging, presented in a signature OASI box and sent in a branded mailer, so it reaches you safely and is ready to give the moment it arrives.
Is your packaging recyclable?
We choose packaging that's recyclable wherever we can. Your box and tissue can go in your household paper recycling, or be kept and reused. Many of ours end up holding letters, candles and small keepsakes.
Do any of your brands have sustainability credentials?
We source products that are kinder to the planet wherever we can, and use packaging that aligns with our values. Every piece is chosen for its quality, so it's made to last and to be used well. Where a product has a specific credential, such as organic, compostable or plastic-free, you'll find it on its product page.
How do you think about sustainability?
We'd rather offer fewer, better things than more of everything. We choose products made to last and be used up properly, buy in small batches so less goes to waste, and work with packaging partners who take it seriously too. We're always looking for ways to do better, and we'd rather be honest about where we are than promise more than we can keep.
Contact
How do I get in touch?
Write to us any time. We read every message and usually reply within two working days.
General questions: customercare@oasi.uk
Returns: returns@oasi.uk
