FAQ

Contact - will you keep me informed of progress?
We will let you know when the order is passed to the workshop.  After that, we will not get in touch until your order is completed and packed, (unless we need to check something or advise of any issues).

If you selected "call/email me to arrange delivery", we will contact you when the order is ready to go and you pick the delivery day.  If we can't get you on the phone, we'll try a few days running and then email you on the third. 

However, if you selected, "no contact - send it as soon as it's ready" - we'll simply email you the tracking when it is leaving us and you'll get it on the next working day.

Delivery - GENERAL INFO
It may help to know that we do not use a standard courier.  As you can imagine, the weight/size of our item restricts who will carry them.  We, therefore, use DX Freight and DX Secure.  Being a freight service, unfortunately, they do not give estimated delivery times, (like DPD for example); nor do they call you when they are close by.  This is because they do not have company mobiles. We can add a note to the comments on the delivery information for the driver, but have to warn that they are not obliged to do this.

Delivery - when will it arrive?
Once the order leaves us, it is on a "Next working Day" Service.  All deliveries are between Monday and Friday ad can be any time of the day, from 7am and up until 6pm, (7pm during busier/seasonal periods). 

It is your responsibility to ensure someone is home to accept your delivery. 

DELIVERY - CAN IT BE LEFT SAFE?
Yes!  However, this is entirely at your own risk and we would need it in writing that you "accept it's at your own risk, should it arrive damaged/defective/in-part and/or goes missing".  We would then arrange this for you.  (NB: This relates to items over 1.5m)

DELIVERY - SIGNING FOR MY PARCELS
If the delivery is simply signed your name - this is classed as "accepted in good condition".  If this is later found to be damaged, the insurance is void as it's been accepted.  It is, therefore, important that you check thoroughly for dents/damage etc.  If you're unsure, sign "damaged"/"unchecked" anyway.  This way, you're covered, should you need a replacement etc. 

CAN I GET MY ORDER ON A SATURDAY?
Of course.  Like many of us, we know it's hard juggling work and parcel deliveries and it's for this reason the carrier offers a number of premium services.  These are before 9:30am, before 1pm (Monday to Friday) and a pre-1 on a Saturday. 

Of course, this does cost more and is based on weight/size, so we can get you a quote when the order is packed up ready to go.  Let us know if this would be of interest and we'll mark your order up to get in touch before sending it. 

How can i Pay?
We accept credit & debit cards over the phone or via the payments page on the website. We also accept bank transfers and Stripe (card payments) when ordering online.

What finishes are available?
We have a range of standard finishes available and custom finishing can be offered via sample matching, (we cannot guarantee exact matches). We work with traditional finishes and include wax/oil/dye/lacquer.

How much will postage be?
Postage prices are charged at the current standard carrier rates, as detailed in our delivery page.  Larger orders can cost more.  Please ask for a quote.

How long will postage be?
See our delivery page for lead times on our products, furniture/mouldings with finishing/treatment have an average 1-2 days extra turnaround time. We take great care in our work so if you're in a hurry for your items, please contact us before ordering.

What if I need custom/made to measure shelves?
We can offer a made to measure service for mantels and shelving, Charges may apply. Please contact us with your requirements.

What brackets will I need if I order a shelf?
If you have your own wall brackets, please select "no brackets" and the shelf will be supplied plain - with no holes. If you select the brackets option you will receive the shelf pre-drilled and complete with the correct amount & type of supports designed for the shelf size.  See our installation guides for the correct type fixings for your installation

Do you have a showroom I can visit?
No, we are an online supplier and this helps to keep our prices low. We do have brochures but all our products are available online.

What products are in stock? 
Oak shelving, oak fire surrounds, oak mirrors and oak mantels are made to order, solid oak mouldings and profiles are in stock at the trade counter (some profiles not always in stock, please call us to check).

Can I get a sample?
Yes, if your not too sure about the finish you need, samples are available in our store.

How do I install my new solid oak shelves?
See our installation instructions, which are downloadable and printable online.  The instuctions provide a basic guide on how to install our solid oak floating shelving and gives detailed instructions.  Please remember, our solid oak shelves are very heavy and we recommend two people to install them or get a proffesional to help.  Don't forget to check for gas/water pipes and electrical cables before drilling any holes. Seek proffesional advice if you're not sure.

Can I install on to a stud wall?
Yes.  However, before we drill any holes in your new shelves, you need to measure your timber stud centre points and let us know the measurements.  We will then drill the holes in the correct places and ensure they will land on a stud when installing.

Damaged Goods: All oak products are sent in extra heavy duty cardboard boxes or tubes.  However, please check your parcels for any signs of damage on delivery. If you cannot check the parcel on delivery please sign as 'unchecked/damaged'.  Without this we cannot cannot accept resonsibility for any damage found after delivery. We do not accept returns on customised products (see terms & conditions).

What if I change my mind?
Should you not be 100% happy with your order, you're welcome to return it for a full refund (less postage charges and any extra costs i.e. treatment).  However; customised products cannot be returned - please see our terms & conditions.
Can I collect my order?
Yes!  You can collect you order from our showroom.  Simply let us know when ordering and we will call you when your order is ready for collection with a day/time.

For information and advise contact us here:
Phone: 01274 754260
Email: sales@oakstoredirect.com