Returns & Refunds Policy

40-Day Return Period for Online Orders: We offer a 40-day return period on all non-personalised items purchased directly from our website. This 40-day window begins on the day your order is delivered to you. If you change your mind about a purchase or are not completely satisfied, you can return the item to us for an exchange or full refund within this period. These terms are in addition to your statutory rights under consumer law.

How to Initiate a Return or Exchange

  1. Contact Us First: Before sending anything back, please contact our customer service team with your order number to let us know you wish to return or exchange an item. You can email us at sales@oakdenedesigns.com or call +44 (0)1306 621 262. A representative will assist you and provide return authorization and instructions.

  2. Prepare and Send the Item: Once your return is authorised, please pack the item securely in its original packaging (if possible) to ensure it isn’t damaged in transit. Include a note with your order number or original order confirmation.

  3. Return Address: Send the package to our returns address:
    Oakdene Designs
    Unit 14, Fairlawn Enterprise Park
    Bonehurst Road
    Salfords, Surrey
    RH1 5GH
    United Kingdom


We recommend using a trackable, signed-for delivery service and obtaining proof of postage when you return an item. Unless the item is faulty or we made an error, you will be responsible for the cost of return shipping.

  1. Refund Processing: Once we receive your returned item, we aim to process your refund or exchange within 1–5 working days. Refunds will be issued to the original payment method. (In any case, we will ensure refunds are processed no later than 14 days after receipt of the returned goods.) Please note that it may take additional time for your bank or card issuer to credit the funds back to your account. If you haven’t received your refund after receiving our confirmation of refund, first check with your bank or card provider as processing times can vary. If you still have not received your refund, please contact us at sales@oakdenedesigns.com and we will be happy to assist.

Non-Personalised Items – 40-Day Return Policy

All non-personalised, non-customised items purchased on our website are eligible for return or exchange within 40 days from the date of delivery. To be eligible for a full refund, items should be returned in their original condition, unworn, unused, and with any original tags or packaging intact. Once we receive the item and confirm it’s in resalable condition, we will issue your refund or process an exchange per your request.

  • Extended Holiday Returns: We understand you might be shopping early for the holidays. For all non-personalised items purchased between 1st November and 22nd December, we extend the return window so that you can return these items up until 31st January of the following year. This gives your gift recipients plenty of time after Christmas to return or exchange if needed. (Personalised items purchased during this period are still only returnable if faulty or damaged, as noted below.)

  • Exchanges: If you wish to exchange an item for a different product or variant, please let us know when you contact us. We will arrange the exchange provided the item you want is in stock. If the exchange item has a different price, we will either refund the difference or contact you for any additional payment required. The 40-day window applies to exchanges as well (i.e. exchanges should be requested within 40 days of delivery).

  • Items Not in Original Condition: If a returned item is not in its original condition (e.g. shows signs of use or damage), we reserve the right to offer a partial refund or to return the item back to you. We’ll communicate with you in such cases.

(Please note: Sale or clearance items may be subject to a shorter return window if specified on the product page. If no different return period is stated, the standard 40-day policy applies.)

Personalised & Made-to-Order Items

Personalised, bespoke, or made-to-order items (including any custom designs made specifically for you) are non-returnable and non-refundable unless they arrive damaged or defective. Because these products are made especially to your requirements, we cannot resell them, so we cannot accept returns or exchanges if you simply change your mind.

  • If we made a mistake on a personalised item (e.g. spelling error not as per your order) or the item arrives faulty/damaged, please contact us right away. In such cases, we will correct the issue by offering a replacement or refund (see Faulty or Damaged Items below), and you will not be responsible for return shipping costs.

Faulty or Damaged Items

We do our best to ensure every item reaches you in perfect condition. If you receive an item that is faulty, damaged, or incorrect, we will make things right.

  • Contact Us: Please notify us as soon as possible at sales@oakdenedesigns.com (with your order number and details of the issue). If possible, include a photo of the damage or fault, as this can help us resolve the problem faster.

  • Resolution Options: We will offer you either a free replacement (if the item is still available) or a full refund for faulty or damaged items. If the exact item is no longer in stock, we will work with you to find a suitable replacement or offer a refund.

  • Return Shipping Costs: For any item confirmed to be faulty, damaged, or sent in error, we will cover any return postage costs. We may provide you with a pre-paid return label or reimburse your return shipping. (For minor issues, we might not require the item to be sent back at all – but please contact us and follow our instructions.)

  • Warranty/Guarantee: Unless otherwise stated, our products are not covered by a specific long-term warranty. However, if you encounter a quality issue within a reasonable time frame, please let us know and we will do our best to assist or replace the item. Our 40-day return period covers initial faults, but your statutory rights regarding faulty goods are not limited to that timeframe.

Returns for Third-Party Marketplace Orders 

If you purchased our product through a third-party marketplace such as Not on the High Street, Etsy, NEXT, Prezzybox, Menkind, please be aware that the return and refund policies of that platform will apply to your order. While we are happy to assist with any issues, the general guidelines are as follows:

  • Return Window: Non-personalised items bought on NotOnTheHighStreet or Etsy typically have a shorter return window (approximately 28–30 days from the date of delivery, depending on the platform’s policy) rather than our 40-day website policy. Please initiate your return request through the respective platform within their required timeframe (via your NOTHS account orders or Etsy order page).

  • Personalised Items: As with our own policy, personalised or made-to-order items purchased through third-party platforms are usually not returnable or refundable unless faulty. Each platform’s terms will state this, and we adhere to that policy on those platforms. If you have an issue with a personalised item from one of these marketplaces, contact us (or the platform’s support) with details – we will review and address faults or damages in line with the platform’s procedures.

  • Return Process: To return an item from a marketplace purchase, you will generally need to contact us through that platform’s messaging/order system to arrange the return. Follow the instructions provided by NotOnTheHighStreet or Etsy for returns. We will ensure you have the correct return address and any necessary reference information.

  • Postage Costs: For returns of non-faulty items on third-party platforms, please note that return postage costs are typically the responsibility of the customer, as per platform policies. (If the item is faulty or damaged, we will of course cover or reimburse the return shipping, in accordance with the platform’s rules and our own standards.)

  • Refunds: Refunds for orders placed through NOTHS or Etsy will be processed via that platform’s payment system. We aim to process these as quickly as we do on our own site, but the exact timing might depend on the platform. Typically, once we receive the returned item, you can expect a refund within a few days. The refund will be issued to the original payment method you used on the platform.

Important: Always initiate the return through the platform where you placed the order (NOTHS account, Etsy order page, NEXT account, Menkind / Prezzybox returns portal, etc.). Doing so ensures proper tracking and refunding through that platform’s payment system.

Additional Information

  • Exchange for Gifts: If you received an Oakdene Designs item as a gift and it isn’t quite right for you, the above return policy still applies. If the item was purchased on our website (and is non-personalised), it can be returned within 40 days by the original purchaser or by you (with proof of purchase or order number). We can offer an exchange or issue a refund to the original payment method. If the original purchaser is not to be alerted (for surprise gift returns), please contact us to discuss options – we may be able to provide a gift credit or alternative solution. For gifts purchased via third-party platforms, returns will have to be handled through those platforms by the purchaser.

  • Contact for Questions: If you have any questions about our returns and refunds policy or need clarification on any specific situation, please don’t hesitate to reach out to our customer service team. We’re here to help and want to ensure you have a smooth returns process if you need it.

  • Policy Updates: Our returns policy is subject to change and was last updated on 17th July 2025. Always refer to this page for the most current version of our returns policy.