Common questions

Registration data

How can I change my email or password?

To change your email or password, click on "I forgot my password" or access the "My Account" area on the website.

About Orders and Purchase

Where can I see the status of my order?

Check the "My Orders" area to track the status of your order.

My order is pending, what should I do?

Check payment approval status. If payment has already been released and the order is still pending, please contact us via the "Contact Us" link.

I paid by card, but the status of my order has not changed. How long does it take for approval?

Approval by the credit card company is usually immediate. If your order status does not change, we suggest you contact your card issuer. The order is invoiced immediately after payment is released.

What is the deadline for order approval and invoicing?

After payment approval by the credit card operator, billing and sending of the digital access code are immediate.

The payment was approved, but I did not receive the invoice. When will I receive it?

The invoice is issued after payment approval and sent to the email registered in the OUPBR Virtual Store. The content access code and tutorial will also be sent to the same email. If you do not receive them, please contact us using the "Contact Us" link.

How can I obtain a duplicate of the invoice for my order?

To request a 2nd copy of the invoice, access the "Contact Us" link.

I have already completed my order. Can I add one more product?

It is not possible to change the order after confirmation. In this case, we recommend that you place a new order with the additional products.

Digital Code and Platform

What should I do if I forget the email registered on the platform?

If you have forgotten your registered email, send an email to eltsupport@oup.com with the following information:

  • Full name
  • Possible registered emails
  • Access code received

What should I do if I am not able to access the digital product code?

In case of access problems, contact Oxford Technical Support via email: eltsupport@oup.com.

Return and Cancellation

The order has just been placed. How do I cancel it?

You can cancel the order upon request via the "Contact Us" option in the OUP Online Store.

My order was cancelled. How do I receive a refund of the amount paid and how long does it take?

After cancellation, the credit card administrator will receive notification and the total amount paid will be refunded. The refund will appear on the card statement as "credit".

Return and Exchange Policy

How does the exchange and return policy work?

It is possible to request cancellation of the order and return of the digital product purchased within 7 (seven days) after invoicing, upon request through the “Contact Us” link in the OUP virtual store.

What is the deadline for exchange?

If you purchased the wrong item, the advice is to cancel the order and place a new order with the correct product. The deadline for the request is up to 07 (seven days) after invoicing, upon request via the “Contact Us” Link in the OUP online store.

Can I change the data on the invoice for an issued order?

After billing, it is not possible to change the data.

Didn't find what you're looking for?

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