Our Company Story
OscarOscarHotel (OOH) was established in August 2021 originally as a project set out to create merchandise designs for a handful of content creators. As the scope of the company evolved, it soon dawned upon us of the potential that such a company and service provider could have. As a company, we have strived to provide the best possible service as an independent full-service provider across our ever-expanding product range.
A key focus for us has been to avoid using dropshipping services, meaning that each product that is sent out has been hand finished and checked for the highest possible quality. Your products have value to the person purchasing them, why not give them the best? Merch Done Right!
We have consistently targeted creating quality products for a good price. The majority of our blank products are sourced locally within the UK, with printing work being carried out at our offices using industry-standard printing and pressing equipment. We also run an in-house R&D team to assist clients and the public alike with bringing their projects and products to life.
We work directly with a wide customer base including the general public, businesses, content creators, and are responsible for an ever-growing group of clients from all over the world. We cover all areas with our shipping services with secure logistics partners for a great delivery experience.
OscarOscarHotel Limited (No. 13567886)
Registered Office: 50 Princes Street, Ipswich, Suffolk, IP1 1RJ
Orders
Only certain items can be customised. All applicable items will have a button labelled ‘Customize’ next to the product photo:
After clicking this you’ll be redirected to our online design software; Lumise.
Here you will be able to make various modifications, add text, add photos/clipart/shapes, change colours etc.
A running total cost per unit will be visible next to the cart icon throughout your editing.
Once you are happy with your design, you can click ‘Add To Cart’ in the top-right corner.
And if you want to make any changes to your design after adding it to the basket, you can! Just click the ‘Customise’ button next to the item in your Basket.
NOTE: personalised items, custom-made items that are made to your specifications or are clearly personalised are excluded from our cancellation and returns policies, as per our Terms and Conditions. (Exceptions to this policy are made for faulty goods, this does not affect your statutory rights)
Although you don’t need an account to order items on our website, we would recommend to do register to keep track of all your orders in one place!
Our payment providers accept all major currencies and payment methods, including BNPL options in select countries. Pricing provided on our website is in Great British Pounds (GBP).
We have provided a currency converter on each item page to convert* to a list of popular currencies from around the world. Note: In the checkout this will still appear in GBP.
*Conversions from this WooCommerce plugin are estimated based on data from the Open Source Exchange Rates API with no guarantee whatsoever of accuracy
We are unable to provide VAT invoices as we are not registered for VAT. All order are shipped out without any tax charged to all destinations, including the UK. The prices on our website do not have taxes applied.
Tax may still be charged at your country boarder upon import. We take no responsibility for any fees charged by couriers or your country’s boarder staff.
Once your order has been placed, unfortunately it is not possible to change the items attached to your order.
If you have made a mistake with your contact information such as phone number, delivery address or email address, please contact us within 48 hours of your order being placed so that we can update this as soon as possible.
We are unable to change the delivery address to an entirely different address on orders using a BNPL payment option as this would require the order to be cancelled and placed again.
Your order may have failed for a number of reasons. This typically happens due to an issue with the payment gateway caused by (but not limited to):
- Information being misinput at checkout e.g. mismatched address information
- Bank/Card provider flagging the transaction as unusual
- Lack of funds
Please double-check that the information provided is accurate before trying again. If your card was declined due to a lack of funds, please wait at least 2 hours before attempting your order again.
If your Buy-Now-Pay-Later transaction was declined by the provider, please wait 24 hours before trying again (as per Klarna/PayPal’s recommendations).
If you’re having further issues that are not resolved through the above information, please contact us via Live Chat or via out Contact page.
We often run special discount codes throughout the year for special occasions and new product launches via our clients.
We do not offer student, military, front-line worker etc discounts at this time.
Your order number will be provided in all emails sent after an order has been placed. If you haven’t received an email with an order confirmation, this can take up to 24 hours to appear in your inbox. We would also suggest checking your Spam box just in case it accidentally popped your order confirmation in there.
If you believe that your email address may have been typed in incorrectly, or that other information may be incorrect on the order, please get in contact with us within 48 hours of the order being placed so that we can correct this. Please make sure that you have your personal information to hand so that we can confirm your order information.
All orders (unless noted on the product page) will be despatched within 10 working days.
There is a period of up to 48 hours after the order has been placed in which you can request changes to your order information via our live chat or contact page.
Orders can be cancelled within 14 days for any such reason, with the exception of:
- foodstuffs, beverages or other goods intended for current consumption in the household and which are supplied on frequent and regular rounds to your residence or workplace;
- Personalised items, custom-made items that are made to your specifications or are clearly personalised (Exceptions to this are made for faulty goods);
- goods which are liable to deteriorate or expire rapidly.
You can perform an order cancellation via your Account Order page. If you require further assistance with your order, please contact us via Live Chat or our Contact page.
As per Right To Cancel, orders being sent to the EU/EEA have a cancellation period expiring 14 days after receipt of the goods, or if a tracked shipping service hasn’t been used after the last possible delivery date. We have included a copy of the model cancellation form here
You can perform an order cancellation via your Account Order page.
If you require further assistance with your order, please contact us via Live Chat or our Contact page.
Shipping
Zone Groups (List is not definitive)
| Zone | Countries |
| UK | United Kingdom |
| Europe Zone | Albania, Andorra, Armenia, Austria, Azerbaijan, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Kazakhstan, Kyrgyzstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan, Vatican City |
| World Zone 1 | Afghanistan, Algeria, Angola, Anguilla, Antigua and Barbuda, Argentina, Aruba, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire and Saint Eustatius and Saba, Botswana, Brazil, Brunei, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Costa Rica, Cuba, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, French Guiana, Gabon, Gambia, Ghana ,Grenada, Guadeloupe, Guam, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, India, Indonesia, Iran, Iraq, Israel, Ivory Coast, Jamaica, Japan, Jordan, Kenya, Kuwait, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Mongolia, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nepal, Nicaragua, Niger, Nigeria, Northern Mariana Islands, Oman, Pakistan, Panama, Paraguay, Peru, Philippines, Puerto Rico, Qatar, Reunion, Rwanda, Saint Kitts and Nevis, Saint Vincent and the Grenadines, Sao Tome and Principe, Saudi Arabia, Senegal, Sierra Leone, Somalia, South Africa, South Korea, South Sudan, Sri Lanka, Sudan, Suriname, Sychelles, Taiwan, Tanzania, Thailand, Timor-Leste, Togo, Trinidad and Tobago, Tunisia, Turks and Caicos Islands, Uganda, UAE, Uruguay, Vanuatu, Venezuela, Vietnam, Yemen, Zambia, Zimbabwe |
| World Zone 2 | American Samoa, Australia, Cook Islands, Fiji, French Polynesia, Kiribati, Nauru, New Caledonia, New Zealand, Niue, Papua New Guinea, Samoa, Singapore, Solomon Islands, Tonga Tuvalu |
| World Zone 3 | USA (inc Alaska and Hawaii) |
| Unavailable | Belarus, North Korea, Russian Federation, Syria |
Standard Shipping
| Shipping Zone | Max Estimated Shipping Time | Shipments Arriving On-Time (%) | Average Shipping Time |
| UK | 5 Working Days | 100% | 3 Working Days |
| Europe | 25 Working Days | 94% | 14 Working Days |
| World Zone 1 | 25 Working Days | 100% | 14 Working Days |
| World Zone 2 | 25 Working Days | 100% | 16 Working Days |
| USA | 25 Working Days | 96% | 16 Working Days |
Tracked Shipping
| Shipping Zone | Estimated Shipping Time | Shipments Arriving On-Time (%) | Average Shipping Time |
| UK | 2 Working Days | 100% | 1 Working Day |
| Europe | 18 Working Days | 100% | 11 Working Days |
| World Zone 1 | 15 Working Days | 100% | 12 Working Days |
| World Zone 2 | 15 Working Days | 100% | 12 Working Days |
| USA | 15 Working Days | 98% | 11 Working Days |
Express Shipping
| Shipping Zone | Estimated Shipping Time | Shipments Arriving On-Time (%) | Average Shipping Time |
| UK | 2 Working Days | – | 1 Working Day |
| Europe | 10 Working Days | – | 5 Working Days |
| World Zone 1 | 10 Working Days | – | 7 Working Days |
| World Zone 2 | 10 Working Days | – | 7 Working Days |
| USA | 10 Working Days | – | 5 Working Days |
Last Updated 26/07/2023
We offer Standard, Tracked and Express shipping options globally.
If an item is a pre-order or on backorder, this will be shipped as soon as stock arrives at our office.
If you chose the Tracked Shipping option, the logistics partner can take up to 48 hours to activate the tracking information.
For international Standard Shipping orders, you’ll receive a reference number that will not track in the postal/courier networks.
Although we aim to ship out all orders (excluding pre-order items) within 10 working days, sometimes there may be unforeseen delays caused by stock not arriving on time, industrial action etc.
We actively review orders on a daily basis to keep within our timeframe, however if there is the potential that you order will not be despatched within our 10 working day window we will be in direct contact regarding your order.
If you’d like to follow up regarding a delayed despatch, please contact us via Live Chat or on our Contact page.
Returns/Refunds
If you would like to return your order, please contact us directly to arrange a return. We will be able to provide you with return merchandise authorization (RMA) as well as our returns address. Customers are responsible for the returns shipping costs as per our Terms and Conditions.
Please do not return your order without contacting us first to receive your RMA. Do not use the shipping address featured on the shipping label/invoice (this is our registered address, they are unable to handle returns).
Certain types of items cannot be returned or have restrictions on their returns, these include:
- foodstuffs, beverages or other goods intended for current consumption in the household and which are supplied on frequent and regular rounds to your residence or workplace;
- Personalised items, custom-made items that are made to your specifications or are clearly personalised (Exceptions to this are made for faulty goods);
- goods which are liable to deteriorate or expire rapidly.
- in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery;
- in the case of any sales contract, if the goods become mixed inseparably (according to their nature) with other items after delivery.
For help with your RMA and returns process, please contact us via Live Chat or our Contact page.
Once your order has been returned to us, we will process this and issue a refund to your original payment method. The refund typically takes 2-5 business days for the payment gateway to process, however it can take up to 9 additional business days to show as available on your original payment method.
For purchases made with Buy-Now-Pay-Later services i.e. Klarna, AfterPay, they will process your refund directly.
If, however, it has been longer than 9 business days and you haven’t received a refund, please get in contact with us via Live Chat or our Contact page.
Please see our Terms and Conditions for information regarding exclusions from our returns policy.
Once an order has been cancelled on our order system, it will automatically trigger a refund via the payment method chosen by yourself at the checkout. We cannot refund to anything other than the original payment method.
This typically takes 2-5 business days for the payment gateway to process, however it can take up to 9 additional business days to show as available on your original payment method.
For purchases made with Buy-Now-Pay-Later services i.e. Klarna, AfterPay, they will process your refund directly.
If, however, it has been longer than 9 business days and you haven’t received a refund, please get in contact with us via Live Chat or our Contact page.
Technical Support
We work hard to keep everything running smoothly on the website, making sure all parts of our service are routinely updated. However there may be times where something doesn’t quite behave as it should do e.g. items not adding to the basket, images not loading etc.
WordPress has a great support article to help in these situations, as most of the problems are resolved by doing things like clearing cookies etc. For more information you can follow this link:
https://wordpress.com/support/browser-issues/
If these issues persist, please contact us either using the live chat function or our contact page.