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All our oak products are made to the highest standard and returns are very rare.  However, in the unlikely event you're not satisfied or have an issue with your item, you're welcome to return the goods - within our terms and conditions*. This guarantee covers all of our manufactured products.  Custom made items are non-returnable however; any damage and quality issues are covered.

By placing your order/accepting an email quote, you accept the terms & conditions that apply.

In the event you change your mind, you're welcome to cancel your order under our terms and conditions. Custom/bespoke items cannot be cancelled once manufacturing has taken place.

*Custom/bespoke product Returns: 
Returns are not accepted on customised/bespoke products**, (including drilling, profiling, cut to size and colour finishing); unless the item arrives damaged or has a manufacturing defect.  Please double check all measurements before placing your order. 
**Customised Products: 
Custom made products include items that have been drilled for supports, treated, profiled and cut to size or made to measure.  As these products are made to your exact specifications, they become non-returnable. 

*Returns, Replacements and Refunds
In the event you change your mind, you're welcome to return the item within our terms and conditions. Returns are accepted as long as you inform us within 7 days from receipt of your goods; either in writing, email or by telephone and the item must be returned within 14 days - Your returned products must be in the original packaging, unused and not damaged - with a copy of the receipt/invoice/returns form included. Upon receipt of your returned goods, we will issue a refund, (excluding postal charges). Refunds will not be offered where an item has been used/installed or otherwise. We cannot accept any responsibility for incorrect installations or damage caused during the installation process. Refunds/returns are not accepted for items incorrectly installed and/or damaged during the installation process.

NOTE: All damaged/defective/missing items must be reported within 2 business days (please send images where possible).

Return Costs 

Return postal charges are not covered by Oak Store Direct Ltd.  Return postage will be covered by Oak Store Direct should your item be damaged or defective,  Please ensure your return parcel is packed well, with no exposed edges and the parcel fits tight around the product to prevent it moving around in transit. Any damage found can delay or void any claim for refund.

Some postcodes do have a surcharge levied against them.  Surcharges apply to non-mainland UK postcodes.  Please email your order for a quote for surcharged deliveries.  The following are some of the postcodes that are surcharged with our main courier.  Some couriers surcharge over a certain weight - you'll be advised if this is the case.

AB37, 38, 44, 45, 53-56
IV7, 9-12, 14-28, 30-32, 36, 40-56
LA 15-23
PA20-38, 41-49, 60-78, 80-88
PH17-26, 30-44, 49, 50

*Unfortunately, the postcode surcharges can not be avoided as they're levied by our couriers (In addition, some other postcodes are surcharged depending on weight - you'll be advised of this at the time of booking).  We use a number of couriers to deliver our products (depending on the size & weight).  

Attempted delivery
Our couriers will attempt delivery twice.  If they're unsuccessful the order will be returned to us and further postal charges will be incurred if this happens.  Note, the full delivery cost is payable by the customer for re-deliveries.  (For example: If you've paid £12.00 delivery initially but the delivery actually cost Oak Store Direct Ltd £24.00 to post out, this full amount would be payable, in addition to the charge levied by the courier for returning it to sender.  Please note, parcels over 1.5m/30kg cost considerably more to send.  NB: The same applies when replacing items.

We will not leave items outside due to the risks involved such theft/weather damage etc. However  If you request this service this is entirely at your own risk and Oak Store Direct Ltd accept no responsibility and no replacement will be provided.

Finally, you must check your parcel(s) for signs of damage before you sign for it.  If your parcel has obvious signs of damage, please check the contents.  In the event your driver won't allow you time to check the contents, simply sign as "Un-Checked" as this could affect your claim (by signing your name, you're accepting the goods as "in good condition").  You must inform us within two business days of any damage, so we can arrange a replacement or refund (time must be allowed to manufacture the order, where required).  You will be sent a returns form to complete and return.  In addition, you must send us an image of the packaging inside and out; and the damaged item(s).  We can't accept responsibility or returns if the parcel(s) has NOT been signed for as 'Damaged' or 'Un-Checked'..  

Refusing Your Parcel
Should you refuse your parcel (for example "no longer wanted", etc.), you will be charged for the delivery attempt and the costs incurred with its return - unless pre-agreed with Oak Store Direct Ltd.

Where the correct postage has not been paid at the initial ordering stage, we may contact you for the additional amount at a later date.  All email quotations are quoted to standard UK mainland postcodes (unless stated otherwise).  Let us know you're within a surcharged area so we can quote accordingly.

Some couriers charge a "residential fee/additional handling fee" where an item is large/heavy, (by heavy we mean over 30kg and large is over where a parcel is over 1.5m).  Residential fees vary between £2.00 and £5.00.  You're welcome to have your order delivered to a business address to avoid this fee. 

Heavy/Fragile Goods
Heavy items (over 30kg), fragile goods and items over 2.5m, may be subject to additional postal charges.  You will be informed of this at the time of booking your delivery.  We will obtain quotes to get the least expensive option, and will dispatch your items upon payment.

Custom Quotes/Email Quotes
We reserve the right to change quotes at any time.  All custom quotes are machined and manufactured to order and are non-returnable.  Lead times can change at any time. and please check all the details in your quote before accepting it.

Items missings
Should you have any items missing, we MUST be informed within 48 hours to enable this to be rectified.

Lead Times 
Oak Store Direct make all products to order and lead times can vary.  We reserve the right to change our lead times at any time.  You're welcome to send an email (or type in the "comments" box), what delivery day you'd prefer and we will always try our best to meet that for you, but this can't be guaranteed.

Your Solid Oak Order
The pictures in the listings are demonstrations only and not the exact item you will receive. All products are different in appearance and character. This is a natural oak product and the end result is only revealed after cutting and planing the oak boards to size. Your new oak will of coarse be stunning and unique in either case!

Natural Products

Natural wood cannot be guaranteed against warping, this is the only thing we cannot control.  Your oak should be fitted straight away and items such as window sills should always be fixed down solid.  This takes out any warping and will flatten, due to the climate we cannot offer replacements for warping as it would likely happen again.

Colour Match
We can not guarantee an exact match.  This is due to oak being a natural product and each cut is different in tone, texture and grain.  Although we will get the closest we can.  If for whatever reason, you're not happy with this. All costs of return/re-works are covered by the customer.

Multiple Items
We cannot guarantee that each cut will be of the same shade.  If you're planning on joining a number of pieces together please advise us (by email or in the comments box).  We'll do our best to select similar shades but this is not guaranteed.