At Oak Door Store, we are dedicated to providing our global community of homeowners, developers, and interior designers with premium architectural elements, doors, and flooring. Our commitment extends beyond the point of sale to ensure a seamless and professional experience from delivery to aftercare. This policy outlines our shipping procedures and fair returns process, crafted with the same transparency and customer-centric focus that defines our brand.

Shipping Information

We deliver worldwide (excluding parts of Asia and certain remote regions). All orders are processed with care within 1-2 business days before dispatch.

Shipping Methods & Timeframes

  • Standard Shipping (Fee: £12.95): We utilise trusted carriers DHL or FedEx. Your order will be delivered within 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS. Delivery is typically completed within 15-25 business days after dispatch.

Please note: Delivery times are estimates and may be affected by factors beyond our control, such as customs clearance. You will receive tracking information once your order is dispatched.

Returns & Exchanges Policy

We stand by the quality of our products. If you are not completely satisfied, you may return or exchange most items within 15 calendar days of the delivery date, provided they meet the conditions below.

Key Eligibility Criteria

  • Timeframe: Request must be initiated within 15 days of delivery.
  • Condition: Items must be unused, undamaged, and in their original condition.
  • Packaging: All original packaging, protective materials, manuals, and accessories must be included.
  • Proof of Purchase: The original order number or invoice is required.

Non-Returnable Items

To ensure safety, compliance, and integrity, the following items are considered final sale and cannot be returned or exchanged unless they arrive damaged or defective (see Section on Damaged Items):

  • Custom-Made & Architectural Products: Any item made or modified to your specific dimensions from our Architectural, External Doors, External Gates, Garage Doors, and Bi-Fold Doors ranges.
  • Safety-Critical Items: All Fire Doors and Fire Glazed Doors, due to their certified integrity and regulatory compliance.
  • Opened Consumables: Any opened or cut materials, including Flooring, Herringbone flooring packs, Flooring Underlay, Foam underlay, and Furniture Boards.
  • Hygiene-Sensitive Items: Cushioning products removed from their sealed packaging.
  • Any product explicitly sold as clearance or “As-Is”.

Important: Please inspect all non-returnable items thoroughly upon delivery and report any issues within 48 hours.

Step-by-Step Return/Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, email our Customer Service team at [email protected].

Use the subject line: “Return/Exchange Request: [Your Order Number]”.

Please include in your email:

  • Your full name and contact number.
  • Order number and delivery date.
  • Name and SKU of the item(s) you wish to return/exchange.
  • Reason for the request.
  • Confirmation that the item(s) are unused and in original packaging.

Step 2: Receive Authorisation & Instructions

Our team will review your request. If approved, we will email you a Return Merchandise Authorisation (RMA) number and detailed return shipping instructions. Do not ship items back without this RMA.

Step 3: Package and Ship

Securely repackage the item(s) in their original packaging. Include a copy of your RMA authorisation inside the package. Ship to the address we provide using a tracked and insured courier service. The customer is responsible for return shipping costs unless the return is due to our error or a defective product.

Step 4: Our Inspection & Processing

Upon receipt, our quality team will inspect the returned item(s) within 3-5 business days. We will notify you via email once the inspection is complete and confirm the approval status of your return or exchange.

Refunds, Credits & Exchanges

Refunds

  • Method: Approved refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). We cannot refund to alternative cards or accounts.
  • Timeline: Please allow up to 10 business days for the refund to be processed and appear in your account, depending on your financial institution.
  • Deductions: The original shipping cost is non-refundable.

Exchanges

To exchange for a different product or size, follow the standard return process above. Once your return is approved, we will ship the replacement. You will be responsible for any price difference and additional costs for expedited shipping. We cover standard shipping for the replacement item to your original address.

Damaged or Defective Items

If your item arrives damaged or is defective, contact us within 48 hours of delivery at [email protected]. Provide your order number, photos of the damage/defect and packaging. We will arrange a replacement, collection, or full refund at no cost to you. This policy applies to all products, including non-returnable items.

Need Assistance?

Our dedicated customer service team is here to ensure your experience is seamless.

Email: [email protected]

Returns Address (By Authorisation Only):
33 Michigan Tower, Salford, GB CH8R 1JN

For trade professionals and bulk order clients, please contact your dedicated account manager or the email above for tailored support.

This policy is subject to change and reflects our ongoing commitment to transparency. Thank you for choosing Oak Door Store.

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