Refund policy

Returns & Refunds Policy

Thank you for shopping with Oak and Marmalade. We want you to love your furniture. However, if you change your mind, we offer a straightforward returns process in accordance with UK distance selling laws [1.2, 3.5].


1. 14-Day Cooling-Off Period

You have the right to cancel your order and request a return for any reason within 14 days from the day you (or a third party indicated by you) receive the goods [1.2].


2. Condition of Items

To be eligible for a full refund, items must be returned to us in a fully resalable condition:
  • Items must be unused, undamaged, and unassembled.
  • Items must be inside their original, unopened packaging. Furniture returned without its original packaging is highly susceptible to transit damage and cannot be accepted for a refund.

 

3. Return Shipping Costs (Change of Mind)

If you are returning an item because you have changed your mind, you are fully responsible for arranging and paying the return shipping costs [3.5]. Because furniture is heavy and bulky, we recommend using a tracked, specialist freight aggregator service (such as Parcel2Go) to ensure safe transit.


4. How to Initiate a Return
  1. Contact our customer support team at support@oakandmarmalade.co.uk within 14 days of delivery. (Please provide order number when requesting a return)
  2. Our team will provide you with a specific Commercial Intake Address (a regional distribution depot) and a unique routing name to put on your shipping label. Do not ship items to our administrative office address.
  3. Once you book your courier, you must email us the Courier Name and Tracking Number.

 

5. Processing Your Refund

Once your item is received at our regional commercial intake hub, it will undergo a condition inspection. Once approved, we will issue a full refund to your original payment method within 14 days of receipt [1.2].


6. Damaged or Faulty Items

If your item arrives damaged or faulty, please notify us within 48 hours of delivery with photographic evidence. We will arrange a replacement or full refund at zero cost to you [1.1, 1.3].