FAQ

 -  How long will it take to get my order?

This depends on whether it is an *International or a Domestic order. All orders within Australia are considered domestic orders and they are shipped and delivered within 2-5 business days. *Please see International Orders for more details.

 

- How can I track my order?

We will send tracking information to the e-mail address associated with your order once the item has shipped. If you have not received your tracking information and it has been over 2 business day, please contact us at info@oxfordandnelson.com.au

 

- Where’s my package?

We typically ship out orders same-day when placed by 12pm. When we ship out your package, an automatic email will be sent to the email address that you provided when placing the order. Inside this email, you will find a clickable tracking number that will tell you exactly where your package is. If you are having trouble viewing this information, feel free to contact us.

 

 -  What is your Returns Policy?

We believe in providing the highest level of customer service. As part of this, we offer a quality guarantee on all products listed on our store, with a validity ranging between 5 to 7 years. While we take utmost care in shipping, in case customers receive faulty, damaged or incorrect products, we offer easy and free returns on all products.

 

-  I live locally. Can I pick up my order?

Absolutely! We offer local pick up for all customers within Melbourne, Victoria.

 

-  Are lever handles available with our ranges and how much more do they cost?

Yes, lever handles are available as well as 1/4 turn ceramic discs. Customers should be aware that lever handle taps come at an additional cost of $70 per set.

 

-  Are Ceramic Discs available with cross handle Tapware?

Yes, 3/4 turn ceramic discs are available on cross handle tapware that is not exposed. Please add $70 per tap set to the cost of your purchase.

 

-  Are matching accessories available?

Yes, a range of accessories are available to complete the offering.

 

-  Will the chrome finish ever tarnish?

With proper care and regular cleaning the electroplated finish used on our tapware and accessory range will provide many years of service without tarnishing. Chrome plating is extremely durable and very hard wearing.

 

-  What does WELS stand for?

WELS stands for ‘Water Efficiency Labelling and Standards’. It is an Australian government initiative which enforces mandatory labelling of all tapware and shower products sold in Australia, to indicate their water efficiency. The higher the WELS star rating on a product, the more water efficient the product is. Please refer to http://www.waterrating.gov.au/ for more information.

 

-  Does your tapware comply with WELS?

Yes, all of our tapware and shower products meet stringent Australian Standards and comply with the Australian Governments mandatory WELS testing.

 

-  What is the difference between mixers and 3-piece tap sets? Is one better than the other?

Mixer taps have become much more popular in recent years both due to design and function. Mixer taps use a ceramic disc cartridge technology to mix and control the flow of water, as opposed to conventional tapware which uses a jumper valve system. Mixers have a modern ‘one spout-one handle’ look, while 3-piece sets offer a more traditional aesthetic.

 

-  Can your tapware be used with low and high water pressure?

Yes, it can be used with both low and high if the pressure in no less than 150 kpa and no higher the 500 kpa. Should the pressure exceed 500 kpa our products can still be used providing an approved pressure limiting device is applied.

 

-  Do I need a plumber to install my taps?

Yes, it is recommended that you have a licenced Plumber install your tapware otherwise it may void your warranty.

 

-  What do I do if I have high pressure water?

Call a licenced Plumber, there are a number of options for you to correct the unequal pressure, like a pressure compensating valve.

 

-  If my tap is dripping what should I do?

There are many reasons why your tap might be leaking. We recommend that you have your washers and seals replaced every 12 months. These can be purchased from your local plumbing supply store. If you have no plumbing experience, please seek help from a professional plumber.

 

-  What warranty do you provide for your products?

Please review our Warranty page for more details.