How to cancel your order, or return or exchange a product
- Contact customer service to let them know you wish to either cancel your order, return or exchange a product.
To do this simply email email@example.com along with your name and order number in the subject line and a brief message as to the reason for the return. Alternatively contact us by telephone on +44 (0)1306 621 262.
- If received, package the item up and return within 14 days of contacting us that you wish to cancel, return or exchange a product.
(We recommend you use a signed for delivery with proof of postage)
14 Fairlawn Enterprise Park
- As the payment agent we will process the refund directly to your payment card in no more than 14 days after receiving the item back.
Non Personalised Returns
For all our non personalised products you have 28 days to notify us if you wish to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you received the goods you have ordered.
Please Note: Please package the item up and send it back to the Oakdene Designs within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
Unfortunately, personalised items are unable to be returned to us because of the bespoke nature of the item unless it is faulty or damaged.
Faulty / Damaged Items
We try to make sure every item reaches its recipient in perfect condition. If this, unfortunately, is not the case and the item is damaged or faulty we will either offer a replacement or refund.
Please Note: The customer will not be liable for postage costs for faulty or damaged items.
Late or Missing Refunds
If you haven’t received a refund yet, first check with your bank to see if the refund is currently pending as it may take some time before your refund is officially processed.
If you have done this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
and we would be more than happy to assist.
Extended Christmas Return Policy
All cancellable goods purchased between 1st November and 22nd December 2022 (inclusive) can be returned in their original condition at any time before 20th January 2023. For all items purchased on 23rd December 2022 or after, our 28-day return policy applies.
Last Amended 25th November 2022