Delivery Details

*CORONAVIRUS UPDATE*
Through this unprecedented time we remain open as usual. Please just allow a few extra days on delivery of your items, thank you.

All our items are handmade to order. We aim to fulfil all our orders within 5-7 working days. If your order is particularly large, we will contact you with an anticipated delivery date. We expect this should never exceed 10-15 working days.

Prices

All prices are given in British Pound Sterling (£), and exclude shipping. Shipping is calculated at checkout. Deliveries within the UK are FREE of charge.

VAT: For orders in the UK and the EU, VAT is included in the prices that you see. For orders outside of the EU, no VAT is added from our side.

Import duties: Products might be subject to import duties in some countries. We endeavour to make your shopping experience with sOak London as simple and seamless as possible, therefore we make payment of any import duties usually charged to the customer. This is known as Delivered Duties Paid (DDP). 

Shipping

We ship worldwide and offer FREE UK delivery on all items!

We ship worldwide using a range of shipping partners to keep shipping costs a low as possible. Shipping is calculated at checkout by country, weight and volume.

Returns & Exchanges

Our returns policy lasts 30 days. Unfortunately we can’t offer you a refund or exchange after this period.

To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging.

Non-returnable items
Please DO NOT send back any personalised items for refund/exchange. Any items that have been personalised are non-refundable.

To complete your return

  1. There must be no obvious signs of use.

  2. All items must be returned within 30 days of delivery.

  3. Please include a copy of your name and order number so that we can locate your details.

Any item which has been used or damaged by the customer, or in cases where the item is returned to us with parts missing will not be eligible for a refund.

sOak London reserves the right to offer whole or partial refunds. Each returned item will be considered individually.

Delivery costs are non-refundable. If you receive a refund, the cost of delivery will be deducted from your refund.

Please post your returns to:

sOak London
Yew Tree Farm
Cappers Lane
Sandbach
Cheshire
CW11 4TD

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 the approval or rejection of your refund.

If you are approved, then your refund will be processed, and your account will be automatically credited within 7 days.

If your return is not eligible for a refund/exchange, we will contact you about how you wish to proceed.

Late or missing refunds

If you haven’t received a refund yet, firstly, please re-check your bank account to see if the refund has recently gone through – remembering that bank transfers are not processed at the weekend.

Then contact your bank/credit card company, it may take some time before your refund goes though.

If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@sOaklondon.com

Defective or damaged items

If you receive an item that is defective or damaged, please contact us at enquiries@sOaklondon.com. We will contact you about replacing/repairing the damaged item and discuss our returns procedure with you. Please do not return any items before contacting us first.

If the packaging surrounding the damaged item was also damaged please do let us know (including a photograph of the damaged packaging if possible) It may be that the item was damaged during delivery.

Delivery costs for returns/exchanges

Unless your item is faulty/defective, you will be responsible for paying for your own delivery costs to return your item/s.

If you are exchanging a product, the time it takes for your exchanged product to reach you, may vary, depending on where you live.

If you are returning an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.