FAQ Our answers to your frequently asked questions


Order

You have 2 possibilities to place your order:

  • Directly via the website
  • By telephone: +44 (0) 330 808 0782 (a customer support consultant will place the order with you)

All sizes indicated on the website are in UK sizes and European sizes.

Don’t hesitate to consult the Size Guide to help you choose the correct bra size for you.

How will I know if the products are available?

On the product page, just under "Add to Cart", you will see more information about the delivery dispatch delays.

For all other products that are not in stock, you can fill in your email on the product page so that you will be automatically informed once the product is back in stock.

Your order can only be modified or cancelled if it has not yet been processed for dispatch by our team.

You will need to contact the customer service by telephone +44 (0) 330 808 0782 or by email support@oncovia.com to let them know what you want to do.

If your order has not yet been processed, the customer service will consider your request and cancel or modify your order. However, if your order has already been processed, you will need to request a product return. Please note that returns are at the customer’s own expense.

Once your order has been confirmed, you will receive an email from Oncovia’s customer service with a summary of the products you ordered, the total order amount, as well as your delivery address. If you have not received this email, do not hesitate to check in your Spam.

Another way to check if your order has been validated is to connect to your Oncovia account and click on “My Orders”. If your order has been accepted, it will show up in your order list with all the details.

If all the products are in stock, your parcel will be sent out within 2 to 5 days, following your order.

For the products that can still be ordered even though they are out of stock, the delivery delays are between 2 to 7 business days. More information will be shown under the “Add to Cart” button on the product page.

If you have any doubts, please do not hesitate to contact our customer service, they will be able to provide you more information.

We do not send partial orders: if a product is not in stock, we will wait for the product to be received before sending the full order.


Account

If you have forgotten your password, all you need to do is click on “My Account” at the top of the page and then “Forgotton Password?”. You will then need to fill in the email address already associated with your account. An automatic email will then be received with your new password. If you wish to change the password, connect to your account with your new password and go to “My Personal Information” to change your password.

To update your personal account information, connect to your account (“My Account” at the top of the page). To change your password, email address, first name, last name or birth date, click on “My Personal Information”.

To change your address, you can click on “My Addresses” and follow the instructions.

When you create a new account, if you wish to receive the newsletter, all you need to do is tick the box “Sign up for our newsletter!” in the section “My Personal Information”, after filling in your first name, last name, password and date of birth.

There are 2 options available to unsubscribe from the newsletter:

  • You can unsubscribe directly via the newsletter that you have received by email by clicking on “Unsubscribe” at the bottom of the page and then fill in your email address
  • You can send an email to us stating the email address that must be removed from the mailing list and we will remove you from the list

All your Oncovia personal account information is used for commercial purposes only relating to Oncovia. You have the right to access, modify, rectify or delete this information at any moment. All you need to do is contact Oncovia directly via telephone, email or the contact section.

How does the confidentiality policy work?

We pay attention to making sure that our customer’s personal data is fully protected. We commit to not revealing any of your private information except under exceptional circumstances, in which case, you will be informed and have the right to refuse.


Payment

Oncovia offers you the possibility to pay online with a debit/credit card. Payments are always made in Euros. We also accept payments via Paypal.

For all payments via bank transfer, please contact the customer service directly.

Firstly, you should double-check your debit/credit card details and information provided to Oncovia. Then retry the payment procedure. You can also contact your bank directly to check if your payment threshold has not been passed. If the problem persists, please contact our customer service.

For Oncovia, payment security and customer information confidentiality are very serious matters. It is for this reason that we use a SSL secured payment method (Secure Socket Layer) that encrypts your bank details when they are transferred.

Your bank details are only transmitted over the Internet once they have been encrypted, this means that they are coded so that the details are completely indecipherable. You can see when the transmission has been encrypted by the software if the lock symbol is visible in your browser. The transaction is made through the payment system Be2bill, a Rentabiliweb Europe brand. Be2bill follows the latest security standards and is never in possession of your bank details. This information is directly transferred to our banking partner via the SSL technology which guarantees a 100% secured payment.


Delivery

Colissimo / UPS

Oncovia commits to delivering products to: England, Europe and

  • Europe 1: Croatia, Iceland, Norway, Ukraine
  • Europe 2: Denmark, Finland, Greece, Sweden
  • Europe 3: Bulgaria, Cyprus, Estonia, Hungary, Lithuania, Latvia, Malta, Poland, Czech Republic, Romania, Slovakia, Slovenia
  • French Overseas Departments: Guadeloupe, Martinique, Mayotte, Reunion Island, Saint-Barthelemy, French Guyana
  • French Overseas Territories: New Caledonia, Wallis and Futuna, French Polynesia
  • North Africa: Morocco, Algeria, Tunisia
  • North America: Canada, USA
  • Asia: China, South Korea, Japan, Singapore

Some products are only available upon request from our Suppliers. If this is the case, the delivery delays may be extended.

You can follow your delivery progress with the tracking number and information provided to you by email. This information is based on the delivery option chosen during the order process.

In the case of an article being forgotten or damaged, you can let us know by telephone at +44 (0) 330 808 0782 or by email at support@oncovia.com. Our customer support team will find the best solution for you.

In the case of an article being forgotten or damaged, you can let us know by telephone at +44 (0) 330 808 0782 or by email at support@oncovia.com. Our customer support team will find the best solution for you.


Returns/Reimbursements

If you wish to return a product, you must make a request directly via the website in “My Account”>“My Orders”, by telephone at +44 (0) 330 808 0782 or by email at support@oncovia.com.

Please note that all returns are at the customer’s expense.

All articles ordered on the website can be returned, except for cosmetics and makeup for health reasons. The products must be returned in their original packaging, unopened, with their original label. If you have any doubts, please contact our customer service for more information.

You can request a return for 1 or more products within a delay of 100 days after receiving your order.

Within a delay of 14 business days after receiving the returned articles, we will proceed with a reimbursement directly to the debit/credit card used during the payment of your order.


Referring a Friend

You will receive a 10€ voucher to use on your next order if you refer someone to our website and they place an order.

During the order process, the person you are referring must add your email address to the "Referral" section. Once the order has been finalised, you will receive an automatic email with your reduction code of 10€ (excluding promotions). Please note, you must have already placed an order on www.oncovia.com prior to referring someone to the website if you wish to benefit from the 10€ voucher.

You can use your Oncovia discount vouchers on all products sold on www.oncovia.com. All you need to do is type the voucher code in the first step of your order finalisation process. Voucher conditions may vary, you will need to double-check usage conditions before placing your order.

Anyone can become a Sponsor, all they need to do is create an account on www.oncovia.com and have already placed an order on the website.