Order Confirmation
Once your order is placed, you’ll receive a confirmation email. Orders made on weekends or holidays are processed the next business day. If you don’t see your confirmation, be sure to check your spam or promotions folder.

Processing & Shipping Times
Oasis ships Monday through Friday, excluding public holidays. Most in-stock orders placed before 1PM UK ship the same day. However, during high-demand periods (like holidays), please allow additional processing time.

Standard delivery times:

UK: 6-8 business days.

Incorrect Addresses
Please double-check your shipping details at checkout. Orders shipped to incorrect or incomplete addresses cannot be refunded or re-shipped. If you notice a mistake, email us immediately at support@startnewgen.com —corrections are not guaranteed once processing has started.

Lost or Delayed Packages
We rely on trusted carriers like Royal Mail, Evri, DPD, and Yodel, but delays outside our control can occur. If your order is significantly delayed:

Verify your shipping info

Contact the carrier using your tracking number

Allow up to 36 hours after a "delivered" scan, as packages can still be in transit

If your package is missing for 4+ weeks, contact us with your tracking info. We may offer a replacement, but refunds or returns are only issued for confirmed received orders.

Stolen Packages
If tracking shows "delivered" but the package is missing:

Check around your property

Ask neighbors or your leasing office

Contact the carrier to file a claim

New Gen is not responsible for lost or stolen packages after confirmed delivery. However, if you file a claim with your carrier and provide a claim number, we’ll do our best to help.