Problems with an order

Get in touch with your order number and a photo of the product, and our customer services team will sort it out for you. Depending on the issue, we’ll arrange a replacement, a repair or a refund.

Confirmation emails occasionally land in a junk or spam folder, so check there first. It can also take a short while for the email to come through, so allow an hour or so before getting in touch. If it still hasn’t come through, contact our team.

Ovara Products Ltd is the official distribution partner for Bisley and processes your order, so payments and refunds appear on your bank or card statement as Ovara Products Ltd rather than Bisley.

Check that your card details are correct and that the billing address you’ve entered matches the one your card is registered to. If everything looks right and the payment is still declined, your bank or card issuer will be able to tell you why.

Get in touch as soon as you can with your order number. Many items are made to order, so a change isn’t always possible, but we’ll always be able to cancel it for you if we can’t amend it.