Delivery/Returns Information

Order Process

Upon receipt of an order into the warehouse, our people will pick it and check it carefully before preparing for collection by our specialist furniture couriers and this normally takes 4-5 working days.  Our couriers aim to deliver all items between 5 to 14 working days from the day they collect from our warehouse (the despatch date).

Our delivery partners will call you directly to arrange a convenient time for delivery to avoid delays in receiving your items.

It is crucial that you leave a valid contact telephone number and correct address with full postcode when placing your order or creating your account to prevent delays to your order.

Standard Delivery

Please note, our standard delivery is "doorstep" only. Our couriers are not insured to bring furniture into your home and will refuse to if asked. Please ensure you have adequate help to move and position your new furniture.  

If you choose our standard delivery on items above 49 kilos assistance unloading by you or a suitably able nominated person will be required at your chosen delivery address.

Free Delivery Exclusions 

We do not deliver to the following postcode areas: LL24-LL78, SA16-SA73, IV, KW, AB, FK, HS, PA, PH, ZE. 

 

Delivery Surcharge Zone Map

 

Click map to enlarge:

Oak Direct Delivery map 

 

Delivery Tips

To ensure a smooth and problem free delivery for your new furniture, please take a few minutes to read our simple tips!

  • Please ensure there is easy and clear access for a large van, or in some cases a smaller lorry, to the property. If you are in a gated area, that someone can provide access on delivery day.

  • Please make sure the route from where the van will park to your house or flat is accessible. Any obstacles that will hamper access are moved or that the drivers are pre-warned.

  • Please check packaging for any obvious signs of damage - If there is any damage, and it is possible, unbox the item, check for any actual damage or please mark this clearly on the delivery note.

  • There MUST be someone over the age of 16 to accept delivery. Our couriers can refuse to leave items if this isn't the case.

 

Returns

We are happy to exchange or refund an item returned unused, in its original packaging and with its receipt within 30 days of purchase.  Unfortunately we can’t offer you a refund or exchange if 30 days has passed since you made your purchase,.

To be eligible for a refund or exchange:

  • You will need receipt or proof of purchase
  • The item must be unused and in its original packaging
  • Returned within 30-days of purchase

Any item not in its original condition, is damaged or missing parts for reasons not due to our error or returned 30-days after purchase will not be refunded or exchanged.

Refunds (if applicable)

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 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 credit card or original method of payment, within 5-10 working days.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Late or missing refunds (if applicable)

If you haven’t received an approved  refund, please check your bank account or contact your credit card company, as it can take time for your refund to officially appear.

If you’ve done all of this and you still have not received your refund, please contact us at Sales@oakdirectuk.co.uk and we shall happily look into the issue for you.

Exchanges (if applicable)

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 Sales@oakdirectuk.co.uk.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

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

If you are shipping an item worth over £50, you should consider using a trackable shipping service or purchasing shipping insurance. As we don’t guarantee that we will receive your returned item.