At thesolidoakshop.com we do our best to describe the products the best we can. We reserve the right to change the design of any product without prior notice. All items are hand made in our own UK based workshop and as such all sizes listed are for guidance only. Should you wish for an item to be a precise size you must enquire before placing any order. All our furniture is made from quality natural Oak and accordingly appearances may vary. Some woods will mellow with age and exposure to sunlight. When you are purchasing our furniture you are buying handmade furniture and as such can be slightly different from the items pictured on the website. Certain degrees of filler will be used on oak furniture this is common and very much part of the manufacturing process. Jointing of timber is very much common place and in most cases the end result is an item which is a lot more stable.
Orders must be paid for in full at time of ordering.
On standard items ordered from our website you can cancel the order at any point for a full refund. All refunds are made within 30 days [sooner in most cases] You must inform us via email if you wish to cancel.
Bespoke and made to measure orders can be canceled up to 7 days after placing the order without any charge. Should you wish to cancel the order between day 8 and up to the day before dispatch there will be a 25% charge of the total order value. The refund will be 75% of the funds paid and within 30 days [sooner in most cases] These orders cannot be canceled on or after the dispatch date
Paypal dipute/ chargebacks
As above if you wish to cancel just tell us. If you are wondering where your delivery is just ask. Any paypal disputes will result in you being refunded and the sale cancelled. If you do want to cancell it is a far easier and quicker just to tell us. Please do not use the paypal dispute system to ask how long your item will take to come as the sale will then need to be cancelled.
All products are produced to order and delivery times can vary from product to product, please see our Q&A page for more info on current leads.. As a guideline delivery time scales are normally from 14 days to 12 weeks from order date depending on the item. By placing an order on line or over the phone with us you are agreeing that these delivery time scales are acceptable. If for any reason we can not deliver within these time scales you will be notified and offered a later delivery date or a refund.
If your item is delivered by our courier then delivery is to your doorstep. If we deliver, larger items, then delivery is to the required room where possible. It is the customers reponsibility to ensure that any order will go into this required room. Please remember that all items are built up and can not be dismantled. Some item, no bigger that 1200 in any plain my be delivered on a pallet in which case delivery is kerbside. If you are unsure please ask before ordering.
Delivery times are 8am to 6pm if the drop is by a courier. If the item is being delivered by ourselves or a 3rd party furniture delivery company then you will be given a delivery window, this can be anything from 1-4 hours.
Every effort is taken for items to be delivered on the day stated but as we all know things can happen that are beyond anyone's control, adverse weather, vehicle breakdowns etc and as such The Oak Shop nor our couriers can be held responsible for any delays/time off work/booked trades people/ etc etc
At this time we can not deliver anywhere other than mainland UK
Product returns fall into two groups which are as follows:
1. Standard items purchased from our website
As stated in the distance selling regulations set out by UK law you have the right to return any item purchased on line or over the phone for a refund without giving a reason. In the unlikely event that you wish to return your purchase you must inform us via email within the given time scale [7 Days from delivery starting the day after delivery]. All refunds will be made within 30 days of you notifying us of your intention to return the goods. The Customer will be liable for all return delivery costs.
2. Bespoke and made to measure items
These items are not covered by the DSR's and as such you can not return these goods unless
1. The item arrives faulty [damaged in transit etc]
2. It is not as stated in your order.
If for any reason your purchase has arrived damaged and you require a replacement please contact us within 7 days of the delivery date, Please use pictures where possible and email them to us. All replacements will be dealt with in a timely manner. Please note that we do not give part refunds. You are either happy with your purchase or you are not. We do not want any customer to make do with an item that is slightly damaged for the sake of a few pounds discount. We would rather replace the item and the customer be 100% happy. All faulty items must be returned for inspection before a replacement can be dispatched.
We will never share your details with any third party.
we have tried to keep our terms as straight forward as possible and in plain English. However should you be unclear on any point just ask.