Refund policy
Refund Policy
We want you to be happy with your purchase. For items purchased directly from Oak & Ember, we offer a 30-day returns policy, giving you 30 days from the date you receive your order to request a return.
Items purchased from other retailers
If you purchased an Oak & Ember product from another retailer, marketplace or stockist, your return is subject to that retailer's returns policy and applicable return period.
Please follow the returns instructions provided by the retailer you purchased from. Return periods, refund processes and other conditions may differ between retailers.
Eligibility for returns
For returns made under our 30-day returns policy, items should be returned in the same condition in which they were received, unused and, where applicable, with their original packaging and accessories.
You will also need your order number or other proof of purchase.
Nothing in this policy affects your statutory rights.
How to return an item
For eligible returns, please use our Royal Mail Returns Portal to create a Royal Mail Tracked Returns label or QR code.
Please have your order number available and securely package the item before returning it. Remove or cover any previous delivery labels before attaching your returns label.
Generating a returns label does not automatically confirm that an item is eligible for a refund. Returns will be assessed in accordance with the applicable returns policy once received.
Damaged, faulty or incorrect items
Please inspect your order when it arrives. If an item is faulty, damaged in transit or you have received the incorrect item, please contact us as soon as possible at Sales@oak-and-ember.com so that we can investigate and resolve the issue.
Your statutory rights in relation to faulty, damaged or incorrectly described goods are unaffected. UK consumer law requires remedies where goods are faulty, not as described or not fit for purpose.
Change-of-mind and online purchases
For purchases made directly from Oak & Ember online, our 30-day returns policy provides additional time beyond the statutory cancellation period.
Under UK distance-selling rules, consumers generally have the right to tell us they wish to cancel within 14 days of receiving their goods, and then have a further 14 days to return them. Certain exclusions apply.
Exceptions and non-returnable items
Certain products may not be eligible for change-of-mind returns, including personalised or custom-made products and other goods that are legally exempt from cancellation rights.
Please contact us if you are unsure whether an item can be returned.
Sale or promotional items are not automatically excluded from returns. Customers retain the same statutory rights on sale goods as on full-price goods.
Gift cards are non-returnable except where required by law.
Exchanges
If you would like a different product, colour or variation, the quickest option is normally to return the original item for a refund and place a new order separately.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be made to your original payment method. Please allow additional time for your bank or card provider to process the refund.
Where statutory cancellation rights apply, refunds will be processed in accordance with the applicable legal requirements. UK guidance generally requires refunds within 14 days of receiving the returned goods or appropriate evidence of return.
If you have not received an approved refund after the expected processing period, please contact Sales@oak-and-ember.com.
Purchases from third-party retailers
Oak & Ember products purchased through another retailer, marketplace or stockist should be returned in accordance with that retailer's returns policy.
The retailer's stated return period and refund procedure will apply to those purchases. This may differ from Oak & Ember's standard 30-day direct-purchase returns policy.
