Return & Exchange Policy

Our Return Promise

At Oak & Spoon, we want every item to become a useful and lasting part of your kitchen.

If your purchase does not meet your expectations, please contact us with your order details and we will review your request carefully.

We aim to handle every return fairly while considering the condition of the product and the reason for the request.

Items Eligible for Refund or Exchange

A refund or exchange may be considered when:

• The item arrives damaged or affected by an issue that occurred before delivery.
• The incorrect item has been received.
• The product has a manufacturing issue that affects normal use.
• The return request is made within 30 days after receiving the order.
• The item is returned unused, clean and in its original condition with suitable packaging.

Items Not Eligible for Refund

A refund or exchange cannot usually be provided when:

• The product has been used, washed, modified or damaged after delivery.
• The item is returned without original packaging where the packaging is required to protect the product.
• Damage occurs due to incorrect use, improper care or failure to follow product instructions.
• The return request is made after the stated return period.
• The product has been personalised or specially prepared according to customer requirements.
• Natural variations in wooden products, including grain patterns, colour differences or small texture changes, are considered part of the material character and are not product defects.

First Return Delivery Support

For your first approved return or exchange request, Oak & Spoon will provide free return delivery support.

Any further return or exchange requests will be reviewed individually, and delivery arrangements may depend on the reason for the request.

Return Process

• Contact our customer service team with your order information and reason for return.
• Wait for confirmation before sending any item back.
• Package the product securely to prevent damage during transportation.
• Once the returned item has been received and checked, we will confirm the outcome of the request.

Refund Processing Time

Approved refunds are normally processed within 5 working days after the returned item has been received and reviewed.

After processing, the refunded amount may take an additional 3–10 working days to appear in the original payment account, depending on the customer’s financial service provider.

Refund timing may vary slightly due to processing schedules outside our control.

Exchange Arrangements

Where an exchange is approved, replacement items will be prepared after the returned product has been received and checked.

Replacement delivery time may vary depending on product availability.

Important Notes & Disclaimer

• Product images are provided to help customers understand the design and appearance. Small differences may occur due to natural materials and screen settings.
• Oak products may naturally display unique grain patterns, colour tones and surface characteristics.
• We are not responsible for damage caused by misuse, unsuitable storage, incorrect cleaning methods or normal wear over time.
• Return decisions are made based on the condition of the product, the reason for return and the information provided during the review process.