Returns & Refunds
Anything ordered from OakenVale can be sent back within 30 days of arrival, no complicated interrogation required. Here is how the process works, what qualifies, who covers shipping, and when your funds return.
- Return window
- 30 days from delivery
- Return shipping
- Covered by us if a piece arrives broken or incorrect; covered by you if you simply reconsidered
- Refund time
- Between 3 and 10 business days after the parcel reaches our warehouse
- Refund method
- Issued through your original payment method
1. Conditions
Products are eligible for return within 30 days from delivery provided they remain completely unused, in original unsoiled condition, with all natural labels, tags, and protective factory wrapping entirely intact.
2. Starting a return
- Contact [email protected] with your order reference number and reason for the return.
- Acquire an authorized return merchandise authorization code along with designated United Kingdom warehouse return instructions.
- Repack the unused items securely inside original packaging to avoid any damage during transit.
- Await refund processing to your original payment arrangement within 3-10 business days following warehouse inspection and approval.
3. Who pays return shipping
When a piece is defective, damaged in transit, or packed by mistake, we cover the costs by providing a prepaid shipping label or booking a courier. If you simply decided against keeping it, you cover return postage, with zero surprise restocking fees.
4. Refund timing and method
Once the item passes inspection, your refund is processed within 3 business days. If you paid cash on delivery, we transfer the balance to your designated bank account; direct bank transfers return to the sending account. Banks typically credit these transfers within 1-5 business days.
5. Common return scenarios
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | The requested piece was dispatched while the wrong item was picked up | None |
| Parcel lost | Replacement sent or entire payment refunded once the courier inquiry finishes | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of the purchase price | Return shipping only |
6. Exchanges
If you need a different size, style, or piece, simply return your current item and place a separate order; your initial payment will be refunded once the returned parcel is checked in. If the swap resulted from our error, delivery on the replacement order is completely on us.
7. Cancelling an order
You may cancel your purchase at no cost right up until it leaves our warehouse. Send your order number to [email protected]. Once a parcel is on the road, our standard returns route takes over.
8. Questions about this policy
Contact us at [email protected] or by phone at +44 113 275 4540 during Mon-Fri 08:45-18:15, Sat 10:00-15:30, break 12:30-13:30. Every request gets a response within one business day.
- Merchant
- OakenVale Homewares Ltd.
- Registered address
- 11 Great George Street, Leeds, LS1 3DL, United Kingdom
- [email protected]
- Phone
- +44 113 275 4540
- Working hours
- Mon-Fri 08:45-18:15, Sat 10:00-15:30, break 12:30-13:30
- Registration
- Company No. 16981276