This policy explains how returns, cancellations and refunds are handled for Oak & Alba products ordered in the United Kingdom. Our beds and selected furniture are handcrafted and are commonly made to order in the size, finish and specification chosen by the customer.
Where a product is made to your specification, customised, personalised or otherwise produced specifically for your order, the statutory change-of-mind cancellation right may not apply. In those circumstances, Oak & Alba does not accept a return simply because you have changed your mind, selected the wrong size or specification, or no longer require the product.
This does not affect your legal rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.
If a product is not made to your specification and a statutory distance-selling cancellation right applies, you should tell Oak & Alba that you wish to cancel within 14 days after receiving the goods. Unless the goods are faulty or we agree otherwise, you are responsible for arranging and paying the direct cost of return, including any specialist carrier required because of the size or nature of the product.
After notifying us of a valid cancellation, goods should be returned in accordance with the return instructions we provide and within the applicable statutory period. Please do not send large furniture back without contacting us first.
If your product arrives damaged, is faulty, is not as described or does not match the specification we accepted, contact Oak & Alba as soon as reasonably possible at info@oakandalba.com. Please include your name, order details, a description of the issue and photographs where these will help us assess it.
Where consumer law requires Oak & Alba to provide a repair, replacement, price reduction, refund, collection or reimbursement of reasonable return costs, we will do so. Nothing in this policy limits your statutory rights.
Timber is a natural material. Grain, knots, figuring, tone, colour, small checks and normal seasonal movement vary from piece to piece and are not, by themselves, defects. Product images and finish swatches are representative, and lighting, screen settings, timber grain and the way natural oils or waxes absorb can affect perceived colour.
Normal natural variation is part of the character of real timber and is not treated as a fault. If you believe a variation goes beyond what would reasonably be expected, contact us and we will review it.
Where a return is accepted, the product should be kept safe and protected while return arrangements are made. You may be responsible for any reduction in value caused by unnecessary handling beyond what is reasonably needed to inspect the goods, where the law permits.
Because Oak & Alba furniture is large and may require specialist transport, all returns must be arranged with us in advance. We will confirm the appropriate return or collection method for your order.
Where a refund is due, Oak & Alba will process it using the original payment method unless another method is agreed. The timing of the refund will follow the applicable consumer-law requirements and, where relevant, may depend on the returned goods being received or evidence of return being provided.
Oak & Alba does not offer a general exchange service for change-of-mind purchases. If goods are faulty or do not conform to the contract, any repair or replacement entitlement will be handled in accordance with your statutory rights.
Email info@oakandalba.com before returning any product. Please provide your name, order reference (if available), the product concerned, the reason for contacting us and any relevant photographs. We will review the request and confirm the next steps in writing.
If you notice visible damage at delivery, please tell the delivery team where possible and contact Oak & Alba promptly. Reporting damage quickly helps us investigate with the carrier and arrange the appropriate remedy, but it does not remove any statutory rights you may have.
Questions about returns, refunds or an order can be sent to info@oakandalba.com.
For wider ordering, product, delivery and legal terms, please also see our Terms & ConditionsReturns & Refunds.