KNOWLEDGEBASE

Common Questions

If you have any questions about our products or a specific order, our Customer Service team will be happy to help you. Find your local telephone number here: Contact Us
Mon-Fri: 1 to 5 PM CET.
Currently, baskets can only process one type of product at a time. If you are trying to purchase physical goods alongside a virtual product such as software, training or LiveAssist in the same transaction, we recommend that you complete each transaction individually to ensure that the order goes through correctly. Please contact our Customer Service team if you would prefer to place one transaction via the telephone.
While you can place your order at any time of the day, please note that it can take up to 2 working days for the order to be processed. The office is open Monday-Friday, so orders placed over the weekend may take an extra couple of days to process. Once your order has been processed and shipped, you will be notified via email. 
For example, if you place your order by 12pm on Friday, the order will be dispatched on the same day for delivery. If you select Express Delivery, you can expect your order to be delivered on Monday (subject to availability).
For the purchase of physical products, spares and consumables, you will not be charged until the order has been processed and shipped. For digital products, such as online or remote training, you will be invoiced and charged upon completion of the order at checkout. 

Oxford Instruments has selected ModusLink B.V. in the Netherlands and ModusLink Corporation in the United States to be the authorised reseller and merchant and seller of record of the products and services offered on the Oxford Instruments eStore. You will see ‘ModusLink *Oxford Instruments’ appearing on your credit card statement to indicate a purchase from this eStore.
Your invoice will be sent to you electronically to the email address that you provided at checkout automatically. You can expect to receive your electronic invoice at the point that your order has been processed and shipped. If you do not receive an email containing your invoice, please contact our Customer Service team who will be able to provide you with a copy.
Your shipping confirmation, along with any tracking details will be emailed to you once your order has been processed and dispatched. Full details on the current status of your order, along with any tracking information is available within your Account. Please login and navigate to ‘My Orders’ for full information.
Please enter your billing address exactly as it appears on your credit card statement. In the event that you continue to experience issues with your credit card not being able to complete the order, please contact your bank provider and/or try an alternative payment method.
You can stay updated on your order status by logging into your Account and navigating to ‘My Orders’. You will see whether your order has been received, processed and shipped. If you have chosen to not create a profile when purchasing, please get in touch with our Customer Support team, referencing your Order Number.
No. There is no minimum order amount.
Orders from the Oxford Instruments Store EU can be shipped to the following countries:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden and Switzerland. 
Orders placed from individual Oxford Instruments country eStores, can only ship to the list of countries provided in the drop-down menu. If you are looking to place an order for products outside of these listed countries, please get in touch with our Customer Support team who will be able to assist you with alternative options.
Providing your order has not been processed and dispatched, you can cancel your order free of charge by getting in touch with our Customer Service team. Please ensure that you have your order number to enable faster processing of your cancellation.
If you are looking to cancel a digital product, such as online training, you can cancel this up to 48 hours before the event is due to take place. If you cancel within 48 hours of the event start date, the full amount will be charged, and you will not be entitled to a refund regardless of whether you attend the event or not.
Stock availability is clearly marked on each product. You can still place these items in the cart and complete your order through checkout. We will process your order and ship the item to you as soon as they are back in stock.
Yes, however this is currently for our registered customers only. We want to ensure that you can purchase your items in the most convenient way to you. When placing an order by telephone, you can pay either by credit card, bank transfer or credit line (if you have been assigned one). Should you wish to place your order over the phone, please call our standard Customer Service number and select option 2 at the menu.  For your own security, if you wish to place an order by email, we are unable to accept debit or credit card payments.
Please note that once you have placed an order, you will not be able to change the delivery address for that order. Orders with physical shipments are immediately sent to our fulfilment agency and our systems are unable to amend the details. You can maintain your details and update your address and personal information at any time by logging into your Account.
Feedback or complaints can be sent to our Customer Services team via email, or telephone 
Mon-Fri: 2pm - 10pm CET.
We aim to respond to your enquiry within 2-3 working days.
When you go into each product there is an orange button in the top right which says add to order template. This will bring up a box that says add this product to order template. You can create your order template and name it here and add other products to it if you wish.

Only orders placed on the new eStore sites will be visible within your Account area. If you would like to understand the current status of outstanding orders that you placed on Microscopy Consumables, CryoSpares or AFM Probes stores prior to 1st December 2020, or if you would like a record of your previous orders placed on any of these stores, then please get in touch with Customer Services who will be able to help you.

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