OXARY HELP CENTRE
Clear answers to help you choose your skincare, use it correctly and manage your order.
Need help? Email contact@oxary.co. Always include your order number if your question concerns an order.
CHOOSING YOUR SKINCARE
Who is OXARY skincare for?
OXARY is made for athletes of every gender. The range is designed for skin exposed to sweat, salt, friction and repeated cleansing.
What is the difference between the products?
GEL RESET [01], 390 ml, is the rinse-off facial cleanser. HYDRA RESET [02], 50 ml, is the facial moisturiser used after cleansing. RESET WATER [03], 200 ml, cleanses without rinsing when running water is unavailable. RESET DUO combines GEL RESET [01] and HYDRA RESET [02].
Which product should I use after exercise?
When running water is available, use GEL RESET [01], followed by HYDRA RESET [02]. Without running water, use RESET WATER [03] as your on-the-go cleanser, then apply HYDRA RESET [02] if your skin needs it.
Are the products suitable for sensitive skin?
Every skin is different. Check the INCI list and precautions on the product page and packaging. If you have a known allergy, highly reactive skin, are undergoing dermatological treatment, are pregnant or are unsure, seek advice from a healthcare professional before use.
Where can I find the ingredients and certifications?
The ingredients, certifications and characteristics specific to each formula are shown on its product page and packaging. Claims may vary between products, so always check the page for the product concerned.
HOW TO USE
How do I use GEL RESET [01]?
Apply a small amount to damp facial skin, lather, massage gently and rinse thoroughly. Pat the skin dry without rubbing. Use after exercise, or morning and evening according to your skin’s needs. It is intended primarily for the face and may also be used on the body when necessary.
How do I use HYDRA RESET [02]?
Apply a small amount to clean, dry facial skin and massage gently until absorbed. Use after cleansing, morning and evening or after exercise according to your skin’s needs.
How do I use RESET WATER [03]?
Pour a small amount into clean hands, apply to the areas you want to cleanse, massage gently, then wipe with a clean small towel or cloth. No rinsing is required. Do not reuse a damp or dirty cloth and avoid direct contact with the eyes.
Does RESET WATER always replace GEL RESET?
No. RESET WATER [03] is the on-the-go option when you cannot rinse. GEL RESET [01] remains the preferred cleanser whenever running water is available.
In which order should I use the protocol?
1. Cleanse: use rinse-off GEL RESET [01] or no-rinse RESET WATER [03], depending on the situation. 2. Moisturise: apply HYDRA RESET [02] to clean, dry skin.
How long does a bottle last?
This depends on the amount used and how often you apply it. After opening, follow the PAO symbol and storage instructions shown on the packaging.
When will I see results?
Results vary according to your skin, consistency and lifestyle. OXARY does not promise an identical outcome or a specific timeframe for everyone. If a reaction or persistent irritation occurs, stop use and seek advice from a healthcare professional.
ORDERS AND PAYMENT
Which payment methods are accepted?
The methods actually available are shown at checkout according to your country and device. They may include major bank cards, PayPal and selected digital wallets.
Is payment secure?
Yes. Payments are handled by secure providers integrated with Shopify. OXARY does not store your complete bank-card details.
Can I change or cancel my order?
Email contact@oxary.co immediately. We will do our best while preparation has not started. Once the order has been prepared or handed to the carrier, changes or cancellation can no longer be guaranteed.
SHIPPING AND TRACKING
When will my order ship?
Orders are generally prepared within 2 to 3 business days after payment confirmation. Orders placed on a weekend or public holiday begin processing on the next business day.
How long does delivery take?
After dispatch, delivery generally takes 3 to 5 business days in France, 3 to 8 business days within the European Union, and 5 to 8 business days for Switzerland or the United Kingdom. These estimates are not guaranteed and may vary according to the carrier, destination, customs or busy periods.
How much does shipping cost?
Shipping is not automatically free. The options and rates actually available are shown at checkout after you enter your address. They may vary according to the country, parcel and selected service.
Which carrier will be used?
The carrier depends on the destination and the service available or selected at checkout. The service name and relevant information will be included in your dispatch confirmation or tracking details.
How can I track my parcel?
A tracking email is sent once your parcel has been handed to the carrier. The link may take a few hours to activate. Please also check your spam folder.
What if my delivery address is incorrect?
Contact us immediately. We will try to correct it before dispatch, but cannot guarantee this once the parcel has been handed to the carrier. Additional charges may apply if a parcel must be sent again because of an incorrect address or failure to collect it.
Are there customs charges?
For delivery outside the European Union, the authorities or carrier may charge import taxes, customs duties or processing fees. Unless otherwise stated at checkout, these remain the recipient’s responsibility.
RETURNS AND REFUNDS
How long do I have to return an order?
For qualifying distance purchases, you have the statutory period of 14 days after receipt to notify us of your withdrawal. OXARY commercially extends the period for requesting a return to 30 days after receipt, subject to the conditions in our returns and refunds policy.
What are the return conditions?
The product must be unused and unopened, with its protective seal intact, in its original packaging and accompanied by proof of purchase. For hygiene and health-protection reasons, a cosmetic that has been opened, unsealed or used cannot be returned for a simple change of mind.
How do I make a return?
Notify us at contact@oxary.co and include your order number. We will send you the return address and relevant instructions before you ship. This procedure makes processing easier and does not restrict your statutory right of withdrawal.
Are returns free?
For a change of mind, direct return costs are paid by the customer. If the item received is damaged, defective, not as described or different from the item ordered, OXARY covers the necessary costs after reviewing the request.
What if my parcel or product arrives damaged?
Contact us as soon as possible with your order number and photographs of the parcel, shipping label and product. Keep the packaging until the case has been resolved.
When will I be refunded?
Refunds are issued to the original payment method. For a statutory withdrawal, the refund is made no later than 14 days after notification; OXARY may defer it until the product is recovered or proof of dispatch is received. For the commercial extension up to 30 days, the refund is initiated after the return has been received and checked. The time taken to appear then depends on your bank.
CONTACT
How can I contact OXARY?
Email contact@oxary.co. Include your order number if your request concerns an order. We will reply as soon as possible.
Where can I follow OXARY?
Follow the brand on Instagram and TikTok: @oxaryofficial.
ALL THE WAY TO THE SKIN. JUSQU’À LA PEAU.
