Delivery, Returns & Refunds

Here at Only Oak Furniture, we understand that quick deliveries are essential to making our customers happy and that is why our furniture is normally delivered to you within 10-20 working days from when the item arrives in stock. In some cases, however, this may take longer, especially for those living in remote areas or when climatic conditions may be affecting our delivery routes.

We require a daytime contact number and an email address at the time of your order and if possible a mobile number too. We will always attempt to notify and confirm the date and time that is most suitable for you by text and/or email 2-3 days before your delivery takes place, however, we sometimes manage to make short notice changes to our schedule and may be able to accommodate a speedier delivery. Our drivers will also attempt where possible to call you 30 minutes before delivery.

Delivery slots can be refused but your item will not be delivered until the next time our delivery company is in your area. We do, however, deliver to most areas at least once per week in the UK mainland ONLY. We are sorry due to shipping costs we do not deliver to Islands off the UK mainland.

Once the courier has collected your item from our warehouse there will be a charge should you wish to cancel the order totalling that of the delivery fees to return the item to our warehouse*

It’s important that customers are aware to protect their property and that our driver will wear foot protection, access must be clear and free from potential obstacles to allow a successful and safe delivery protecting both the product and property, wood, carpets, soft flooring must be protected, crews are forbidden to remove protective footwear.

Regardless of what we are delivering, be it hallway, dining room, bedroom or living room furniture our team will do their best to minimise all disruption.

All orders after the 1st December will not be guaranteed delivery before Christmas. Please contact us before ordering if you need delivery before Christmas and we will see if we can facilitate your request. Final cut off for Christmas is the 9th December.

Standard Delivery

You will receive a text and/or email providing you with a three-hour time slot, if this is not suitable for you, it is possible to arrange a different date and time via text and or/email.

When the goods have been loaded onto the vehicle, you will receive a ‘personalised’ text message reminding you about the delivery date and time.

You will receive a courtesy call up to 30 minutes prior to your delivery.

Items will be delivered by a single man to the front door only.

2 Man Delivery

Our standard delivery +

Your Items will be delivered by a fully trained two-man delivery team, who will carry your item(s) to the room of your choosing.

This service does not include the unpackaging or assembly of items unless stated in your confirmation email

All are charged at £30 ex VAT

AB, CA, DD, DG, EH, EX, FK, KY, LD, LL, ML, NP, PL, SA, SY, TD, TQ

TR1 – TR20, TR26-27

KA1 – KA26, KA29- KA30

G1 – G5 – G9, G11 – G15, G20 – G23, G31 – G34, G40 – G46, G51 – G53, G58, G60 – G79, G81 – G84, G90

IV1 – IV28, IV30 – IV32, IC36, IV40 – IV49, IV52 – IV56, IV63, KW1 – 14

PA* PA1-19 PA21 – PA38

PH30 – PH41 PH49, PH50

Only Oak Furniture pride ourselves on customer service and we understand that buying on the internet can be daunting so we offer all our customers a 14 day no quibble returns policy all we ask is that you cover the cost to return the item to us in a re-saleable condition and in the original undamaged packaging. If your item arrives damaged then we will happily collect and deliver you a replacement item without any charges. Please note we do not consider assembled items as re-saleable. If an item is returned to us that has been assembled you will not be eligible for a full refund.

To return any product email us your order number photos of the item, OC label, name and product details within 14 days of delivery. You do not need to give us a reason for your return; however, you will help us to improve our products and services if you do so. Once items have been received you will receive a refund within 30 days. Full details below

Please note that we cannot accept any returns for mattresses unless it is in their original unopened packaging.

Refunds

Our refund and returns policy last 14 days. If 14 days have passed since your furniture has been delivered, we can’t offer you a full refund or exchange.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 28 days. We process refunds very quickly however banks can take up to 28 days to process on their end, this is highly unlikely but we believe in transparency and therefore declare the outside parameters when it comes to card processing.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

• Gift cards
• Furniture Protectors
• Guardsmen Furniture Cover Policies

To complete your return, we require an email to [email protected] within 14 days of receipt of your goods.

There are certain situations where only partial refunds are granted:

• Any item not in its original condition is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 14 days after delivery

Sale & Warehouse Special items

Only regular-priced items may be refunded. Sale items or warehouse special items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected].

*Returns are by appointment only*

Please do not send your purchase back to the manufacturer, they must be returned directly to our warehouse address;

You will be responsible for paying for your own shipping costs for returning your item or we can arrange collection for you at our standard collection fee. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund as per our terms and conditions

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at [email protected] for questions related to refunds and returns.