Customer Services desk
The Oracle Customer Information Desk is located on The Lower Mall near House of Fraser.
Unfortunately, we are currently unable to accept new parcels via CollectPlus. Any parcels that have already been sent to The Oracle prior to 19th March will be available from the customer service desk. We will continue to accept returned parcels as normal until 24th March when we will temporarily stop accepting returns. Click here to find your nearest return location: https://www.collectplus.co.uk/help-advice/how-to-return-parcel
Amazon Lockers Our Amazon lockers are currently unavailable and the locker location is suspended by Amazon while the centre remains closed.
To assist with any particular questions regarding the temporary changes to our Collect+ and Amazon Locker services please visit our advice page here
Free WiFi Select ‘The Cloud’ from your network list and follow the instructions to connect. Or for a stronger connection, download the Fastconnect mobile app (available for both iOS and Android). The app allows you to stay connected as you move from place to place, connecting you automatically to thousands of free hotspots whenever they are available.
If your phone battery always goes flat at the most inconvenient times you’ll love our ChargeBox stations, located on The Lower Mall near The Customer Service Desk and The Upper Mall near topshop.
To use, simply:
1. Connect your phone
2. Lock the box
3. Take the key and enjoy shopping as your battery charges.
Want to get your car looking spotless as you shop? Try the friendly, professional and convenient The Car Wash Company, located in The Holy Brook car park level 1 and The Riverside car park on levels 1 & 3. Prices start from £6.95.
Looking for information on parking?
Handsfree Shopping Love shopping? Hate carrying the bags? As an exclusive Oracle PLUS app user you can leave your shopping bags with our Customer Service Team for FREE and carry on The Oracle spree. How it works: 1. Download our Oracle PLUS app, if you haven't already and, ensure you are registered 2. Visit the Customer Service Desk in The Oracle with your shopping bags* 3. Click on the Offers tab in the PLUS app and click on Handsfree Shopping 4. Click on Redeem and simply scan the QR code at the Customer Service Desk 5. Provide us with some details and you will be given a receipt to take with you, and the items will then be placed in a secure container 6. You will be given a tag to take away with you.
Shop Online FAQ Now you can shop your favourite The Oracle brands from our website. Here are some FAQs to assist you, but if you have any further questions please contact us here. Q. I wanted to buy a product but when I clicked to buy, it was out of stock. Why was this possible? A. Our shop online portal enables you to discover and compare products from the range of listed stores. However, we do not sell any products - the buy button takes you to the store’s website so you can purchase with them directly. If the store has told us that the product is out of stock, we will remove it from our feed immediately but this may take up to 48 hours for the update to happen. Q. I saw an item on your website at a lower price than when it came to buying the item. I’d like to purchase the item at the lower price, is this possible? A. We do not sell any product but transfer you to the store’s website via the buy button. Most price changes are a reduction, but prices can go up as well down. If you bought the item and no longer wish to keep it, you can return it in line with the store’s returns policy. Q. I bought a product via the The Oracle online shop but have not received it yet. Why? A. The Oracle online shop is linked directly to its partner store websites. All products bought via this service are purchased directly from the store and individual delivery terms and conditions apply. Please refer to the store website for additional information including delivery options. Q. When is payment taken from my card? A. Most online retailers will request your bank for authorisation of your debit/credit card when you place an order however the transaction may not appear on your statement immediately and some retailers may not apply charges until the goods are despatched. Q. I would like to return my product - where do I go? A. Product returns are subject to individual store terms and conditions. Please refer to the returns policy on the store’s website or the returns policy sent with your purchase, if supplied. Q. Can your Customer Service Desk send this item back for me? A. The Oracle Customer Services on Level 1 can help customers who wish to return items that operate via CollectPlus services. Some retailers will accept returns for refund in store, please check the Returns Policy on the retailer’s website, or the delivery note, for options. Q. I haven’t received a refund for my returned item. How do I get my money back? A. All purchases remain between yourself and the store directly and are subject to their returns and refunds policy. A refund to your account will be subject to their terms and conditions. Please contact the store directly for assistance.