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We offer free refunds, replacements, and repairs.

Terms and conditions apply. If you are unhappy with your furniture for any reason, please email sales@oakea.co.uk with any questions, comments or queries. You can also call us on 0333 666 2532. We always answer the phone promptly, and if it is engaged or it is outside of opening hours, you can leave a voicemail. We will always call you back as soon as possible.

Complaints and Money Back Guarantee

Any order placed with us at OAKEA complies with the Consumer Protection Distance Selling Regulation 2000. We go much further than the law to protect our customers against the risks of ordering online. This is because we wish to be the ONLY furniture retailer you can order from online, without any risk whatsoever.

For customers in Scotland please refer to our Scotland terms at the bottom of the page.

Our Free Returns Policy

Our terms and conditions outline how you can order furniture online from OAKEA without risk of being out of pocket or forced to keep furniture you don’t really want because it is too expensive to return it.

To be sure you can regret & cancel the order for a FULL refund, you must:

  • Keep the original packaging intact until you are sure you wish to keep the furniture. If/when you unpack the furniture, do so carefully.
  • If you are returning the furniture, pack it neatly in the original packaging and have it ready for our driver to collect on the arranged date.
  • Notify us you wish to return the items within 30 days of delivery

If you dispose of the packaging and decide to return the furniture, we will deduct a fee of £20 per unpackaged item from your refund.

  • A £20 delivery fee may be deducted from your refund if the original order, minus the returned items, is less than £300. This is to reflect our £20 delivery charge for orders under £300.

All faulty furniture will be dealt with promptly and professionally, at no cost to you, by way of replacing or repairing.

How to return an item

We believe buying online should be simple. According to the Distance Selling Consumer Protection regulation, you have 7 days after delivery to cancel an order for a full refund – excluding the cost of carriage when returning. At OAKEA it’s even simpler.

We have extended your cancellation period to 30 days to return your items for a full refund, no fees required, provided our policy is followed. We even come and collect the item(s) for you. Our terms & conditions for this are below.

Scope of the 30 Day No Quibble Money Back Guarantee

You can cancel an order for one or more items for a full refund. This will be accepted for these reasons:

  • Your circumstances have changed and the furniture is no longer required
  • You are disappointed with the appearance of the furniture
  • The furniture will not fit – unless clearly announced in the product description that we are unable to accept a return if the item doesn’t fit. See Product-specific Exception below.

Exceptions

  • Mattresses
    Please note that due to hygiene reasons we are unable to accept returns of mattresses unless they are faulty. Manufacturing faults and poor workmanship is, however, covered by the manufacturer's warranty which is always at least one year.
  • Assembled Items
    When an item requires assembly and has been fully or partially assembled, we are not able to accept return unless it is faulty.
  • Product-specific Exception
    We reserve the right to exclude an item from our money back guarantee for whatever reason. If this is the case, then it will clearly be mentioned in the product description.

Conditions:

  • The item must be neatly packed up in the original packaging ready for our driver to collect it on the day which is pre-arranged with you. If the item is not packed up in the original packaging we will deduct £20 per item from the refund.
  • You must be available for the driver to collect the item on the agreed day/time. If collection fails as a result of you not being present on the agreed day/time, we will charge you £20 for the next attempt to collect. This will be deducted from the refund.
  • If our driver is more than 2 hours early, or 2 hours late in relation to the agreed time, and you are unable to be available for collection, we will reschedule collection at no cost to you.
  • A £20 delivery fee may be deducted from your refund if the original order, minus the returned items, is less than £300. This is to reflect our £20 delivery charge for orders under £300.

Refunds

Refunds will only be issued for items which have been returned to us and where no replacement has been supplied. As a rule we do not offer any partial refunds. Instead we focus our efforts on providing furniture which you are entirely happy with.

Refunds are always processed by the same method as the original payment was made. For example, if you paid by Credit or Debit Card, we will process the refund to the same card, with which your payment was made. If you paid in cash, we may send you a cheque as we are unable to send cash in the post.

Refunds will always be processed within 48 hours of the returned item(s) arriving back in our warehouse. Any unpackaged item fees or failed delivery fees will be deducted from this refund.

Found a fault?

This section deals with complaints of the furniture, including any faults or damages.

If you are not entirely happy with the furniture you have received and you wish to complain we will take your complaint very seriously. Our commitment to you is to deal with it swiftly, personally and professionally.

If your complaint is relating to appearance, transit damages, scratches or other obvious issues which are immediately apparent, you must notify us within 7 days of receiving the furniture. If the issue is relating to manufacturing faults not immediately apparent, your furniture is covered by a 12 months warranty and notification must take place within 12 months of the date you received the furniture.

1) Documentation

To ascertain exactly what the problem is, we require two digital images of the issue you wish to report. At least one image close up, and at least one image from a distance of at least one meter. Please email your images to sales@oakea.co.uk

2) Assessment

Based on the images we will make an assessment of the issue. You will receive a response within 3 working days. This assessment is addressing whether or not the reported issue falls within, or is outside our strict quality standards, which our QC teams work to in the factory.

3) If the issue is outside our quality standards

This means that you have reported a fault which should have been picked up by our QC team in the factory. In this case we will immediately raise an order for a replacement or – if the issue is a superficial scratch – we will arrange for a touch up or repair. Essentially this repair should have been carried out at the factory, where approximately half of the furniture is re-routed to a touch up department following QC inspection. This is to ensure the highest level of perfection we can achieve on handmade wooden furniture.

4) If the issue is inside our quality standards

If the issue reported falls within our quality standards, then we do not consider the product a fault and we are unable to issue a replacement. This is because the product, in this case, is consistent with the general quality of the furniture we offer, which is in the top end of the market for wooden furniture. As such, a replacement would appear with the same perceived issue. This would typically apply to reported issues relating to natural grain structure and other naturally occurring features in wood. If you are not happy with the assessment that the product complies with our quality standards, we will consider your complaint a regretted purchase and we will offer to you a free collection (provided the item(s) is/are neatly packed in the original packaging). We will also offer to you a full refund including the cost of delivery. Our offer will be made in writing by email. Please read the Regretted Purchase section above for exceptions and more information.

If we offer a free collection and a full refund, you must accept it by replying to our email within 7 days of receiving our offer. If this period has lapsed and you haven’t communicated back to us, we will consider your furniture accepted by you, as is.

5) Replacements

Once a replacement is authorised and ordered, it will be dealt with like any other order. As such we will usually deliver the replacement within 2 weeks if the item is in stock – or within two weeks of the item coming back into stock. We will arrange the delivery time with you at least 24 hours prior to delivery but usually several days before delivery. As for any other delivery, the driver will call you on the day when he is 30 minutes away.

The replacement will be QC checked in-house prior to dispatch to ensure it fully complies with our quality standards.

We will always authorise, and recommend, that you use the faulty item as you would have done otherwise, while waiting for your replacement to arrive. This is to minimise that unfortunate inconvenience to you.

6) Collections

The faulty item to be collected acts as ‘payment’ for the invoiced replacement. Therefore it must be readily available to collect. We ask that you wrap it in the original packaging. Should the faulty item not be ready for our driver to collect, we are unable to leave the replacement with you unless it is paid for. We also reserve the right to charge £20 for rescheduling the replacement to be re-delivered if necessary.

7) Refunds

Refunds will only be issued for items which have been returned to us and where no replacement has been supplied. As a rule we do not offer any partial refunds. Instead we focus our efforts on providing furniture which you are entirely happy with.

Refunds are always processed by the same method as the original payment was made. For example, if you paid by Credit or Debit Card, we will process the refund to the same card, with which your payment was made. An exception is if you paid in cash, we may send you a cheque since we are unable to send cash in the post.

Refunds will always be processed within 48 hours of the returned item(s) arriving back in our warehouse.

Warranty

All furniture is covered by a 12 month warranty against manufacturing defects, which we provide in-house for quick and efficient service in the rare case of a claim. Manufacturing defects do not include the normal expected wear and tear. If you suspect your damage is a manufacturing defect call us at 0333 666 2532 for help. Notification must take place within 12 months of the date you received the furniture.

Scotland

We are happy to offer our products to customers in Scotland. Sadly, we are unable to offer free returns from Scotland addresses. We have extended your statutory rights to a 30 day period. The 12 month warranty still applies. All items are carefully quality checked in-house before delivery is arranged with a third party courier – if an item arrives faulty please call 0333 666 2532.


phone

Give us a call

0333 666 2532

We offer free refunds, replacements, and repairs.

Terms and conditions apply. If you are unhappy with your furniture for any reason, please email sales@oakea.co.uk with any questions, comments or queries. You can also call us on 0333 666 2532. We always answer the phone promptly, and if it is engaged or it is outside of opening hours, you can leave a voicemail. We will always call you back as soon as possible.

Complaints and Money Back Guarantee

Any order placed with us at OAKEA complies with the Consumer Protection Distance Selling Regulation 2000. We go much further than the law to protect our customers against the risks of ordering online. This is because we wish to be the ONLY furniture retailer you can order from online, without any risk whatsoever.

For customers in Scotland please refer to our Scotland terms at the bottom of the page.

Our Free Returns Policy

Our terms and conditions outline how you can order furniture online from OAKEA without risk of being out of pocket or forced to keep furniture you don’t really want because it is too expensive to return it.

To be sure you can regret & cancel the order for a FULL refund, you must:

  • Keep the original packaging intact until you are sure you wish to keep the furniture. If/when you unpack the furniture, do so carefully.
  • If you are returning the furniture, pack it neatly in the original packaging and have it ready for our driver to collect on the arranged date.
  • Notify us you wish to return the items within 30 days of delivery

If you dispose of the packaging and decide to return the furniture, we will deduct a fee of £20 per unpackaged item from your refund.

  • A £20 delivery fee may be deducted from your refund if the original order, minus the returned items, is less than £300. This is to reflect our £20 delivery charge for orders under £300.

All faulty furniture will be dealt with promptly and professionally, at no cost to you, by way of replacing or repairing.

How to return an item

We believe buying online should be simple. According to the Distance Selling Consumer Protection regulation, you have 7 days after delivery to cancel an order for a full refund – excluding the cost of carriage when returning. At OAKEA it’s even simpler.

We have extended your cancellation period to 30 days to return your items for a full refund, no fees required, provided our policy is followed. We even come and collect the item(s) for you. Our terms & conditions for this are below.

Scope of the 30 Day No Quibble Money Back Guarantee

You can cancel an order for one or more items for a full refund. This will be accepted for these reasons:

  • Your circumstances have changed and the furniture is no longer required
  • You are disappointed with the appearance of the furniture
  • The furniture will not fit – unless clearly announced in the product description that we are unable to accept a return if the item doesn’t fit. See Product-specific Exception below.

Exceptions

  • Mattresses
    Please note that due to hygiene reasons we are unable to accept returns of mattresses unless they are faulty. Manufacturing faults and poor workmanship is, however, covered by the manufacturer's warranty which is always at least one year.
  • Assembled Items
    When an item requires assembly and has been fully or partially assembled, we are not able to accept return unless it is faulty.
  • Product-specific Exception
    We reserve the right to exclude an item from our money back guarantee for whatever reason. If this is the case, then it will clearly be mentioned in the product description.

Conditions:

  • The item must be neatly packed up in the original packaging ready for our driver to collect it on the day which is pre-arranged with you. If the item is not packed up in the original packaging we will deduct £20 per item from the refund.
  • You must be available for the driver to collect the item on the agreed day/time. If collection fails as a result of you not being present on the agreed day/time, we will charge you £20 for the next attempt to collect. This will be deducted from the refund.
  • If our driver is more than 2 hours early, or 2 hours late in relation to the agreed time, and you are unable to be available for collection, we will reschedule collection at no cost to you.
  • A £20 delivery fee may be deducted from your refund if the original order, minus the returned items, is less than £300. This is to reflect our £20 delivery charge for orders under £300.

Refunds

Refunds will only be issued for items which have been returned to us and where no replacement has been supplied. As a rule we do not offer any partial refunds. Instead we focus our efforts on providing furniture which you are entirely happy with.

Refunds are always processed by the same method as the original payment was made. For example, if you paid by Credit or Debit Card, we will process the refund to the same card, with which your payment was made. If you paid in cash, we may send you a cheque as we are unable to send cash in the post.

Refunds will always be processed within 48 hours of the returned item(s) arriving back in our warehouse. Any unpackaged item fees or failed delivery fees will be deducted from this refund.

Found a fault?

This section deals with complaints of the furniture, including any faults or damages.

If you are not entirely happy with the furniture you have received and you wish to complain we will take your complaint very seriously. Our commitment to you is to deal with it swiftly, personally and professionally.

If your complaint is relating to appearance, transit damages, scratches or other obvious issues which are immediately apparent, you must notify us within 7 days of receiving the furniture. If the issue is relating to manufacturing faults not immediately apparent, your furniture is covered by a 12 months warranty and notification must take place within 12 months of the date you received the furniture.

1) Documentation

To ascertain exactly what the problem is, we require two digital images of the issue you wish to report. At least one image close up, and at least one image from a distance of at least one meter. Please email your images to sales@oakea.co.uk

2) Assessment

Based on the images we will make an assessment of the issue. You will receive a response within 3 working days. This assessment is addressing whether or not the reported issue falls within, or is outside our strict quality standards, which our QC teams work to in the factory.

3) If the issue is outside our quality standards

This means that you have reported a fault which should have been picked up by our QC team in the factory. In this case we will immediately raise an order for a replacement or – if the issue is a superficial scratch – we will arrange for a touch up or repair. Essentially this repair should have been carried out at the factory, where approximately half of the furniture is re-routed to a touch up department following QC inspection. This is to ensure the highest level of perfection we can achieve on handmade wooden furniture.

4) If the issue is inside our quality standards

If the issue reported falls within our quality standards, then we do not consider the product a fault and we are unable to issue a replacement. This is because the product, in this case, is consistent with the general quality of the furniture we offer, which is in the top end of the market for wooden furniture. As such, a replacement would appear with the same perceived issue. This would typically apply to reported issues relating to natural grain structure and other naturally occurring features in wood. If you are not happy with the assessment that the product complies with our quality standards, we will consider your complaint a regretted purchase and we will offer to you a free collection (provided the item(s) is/are neatly packed in the original packaging). We will also offer to you a full refund including the cost of delivery. Our offer will be made in writing by email. Please read the Regretted Purchase section above for exceptions and more information.

If we offer a free collection and a full refund, you must accept it by replying to our email within 7 days of receiving our offer. If this period has lapsed and you haven’t communicated back to us, we will consider your furniture accepted by you, as is.

5) Replacements

Once a replacement is authorised and ordered, it will be dealt with like any other order. As such we will usually deliver the replacement within 2 weeks if the item is in stock – or within two weeks of the item coming back into stock. We will arrange the delivery time with you at least 24 hours prior to delivery but usually several days before delivery. As for any other delivery, the driver will call you on the day when he is 30 minutes away.

The replacement will be QC checked in-house prior to dispatch to ensure it fully complies with our quality standards.

We will always authorise, and recommend, that you use the faulty item as you would have done otherwise, while waiting for your replacement to arrive. This is to minimise that unfortunate inconvenience to you.

6) Collections

The faulty item to be collected acts as ‘payment’ for the invoiced replacement. Therefore it must be readily available to collect. We ask that you wrap it in the original packaging. Should the faulty item not be ready for our driver to collect, we are unable to leave the replacement with you unless it is paid for. We also reserve the right to charge £20 for rescheduling the replacement to be re-delivered if necessary.

7) Refunds

Refunds will only be issued for items which have been returned to us and where no replacement has been supplied. As a rule we do not offer any partial refunds. Instead we focus our efforts on providing furniture which you are entirely happy with.

Refunds are always processed by the same method as the original payment was made. For example, if you paid by Credit or Debit Card, we will process the refund to the same card, with which your payment was made. An exception is if you paid in cash, we may send you a cheque since we are unable to send cash in the post.

Refunds will always be processed within 48 hours of the returned item(s) arriving back in our warehouse.

Warranty

All furniture is covered by a 12 month warranty against manufacturing defects, which we provide in-house for quick and efficient service in the rare case of a claim. Manufacturing defects do not include the normal expected wear and tear. If you suspect your damage is a manufacturing defect call us at 0333 666 2532 for help. Notification must take place within 12 months of the date you received the furniture.

Scotland

We are happy to offer our products to customers in Scotland. Sadly, we are unable to offer free returns from Scotland addresses. We have extended your statutory rights to a 30 day period. The 12 month warranty still applies. All items are carefully quality checked in-house before delivery is arranged with a third party courier – if an item arrives faulty please call 0333 666 2532.


phone

Give us a call

0333 666 2532