Orders are typically prepared and dispatched within 2–5 business days. Larger bulk orders may require additional processing time to ensure consistent quality.

All items are securely packaged to protect edges and surfaces during transit.

Once dispatched, delivery times depend on the courier service and destination. Tracking information will be provided whenever available.

If you have a deadline or urgent requirement, please contact us before ordering and we will do our best to accommodate.

🔁 Returns, Refunds & Custom Order Policy

📦 Right to Cancel (Standard Orders)

You are entitled to cancel your order within 30 days without giving any reason.

The cancellation period expires 30 days from:

• The day you receive the goods, or

• The day a third party (other than the courier) takes possession of the product.

To cancel your order, you must inform us clearly by email:
📧 odwoodcraft.uk@gmail.com

💳 Refunds

• Refunds will be issued within 30 days of receiving the returned goods

• Refunds will be made using the same payment method used for purchase

• No additional fees will be charged for the refund

We may refuse a refund if returned goods do not meet the return conditions.

📦 Return Conditions (Standard Items Only)

To be eligible for a return, items must:

• Be purchased within the last 30 days

• Be returned in their original packaging

❌ Non-Returnable Items

The following items cannot be returned:

• Goods made to order or personalised

• Goods that cannot be returned due to hygiene or health protection reasons (if unsealed)

• Goods that are inseparably mixed with other items after delivery

• Goods that are perishable or have an expiry date

🪵 Custom & Made-to-Order Items

Each item is made to order and crafted specifically for you.

For this reason, returns and exchanges are not accepted, unless the item arrives damaged or faulty.

❌ Cancellations for Custom Orders

• Orders may be cancelled within 48 hours of purchase, provided production has not started

• Once materials have been ordered or production has begun, the order cannot be cancelled

🚚 Damage or Faults

Please inspect your item immediately upon delivery.

If your item arrives damaged or has a manufacturing fault:

• Contact us within 24 hours of delivery

• Provide clear photographs of the item and packaging

Once confirmed, we will offer:

• Repair

• Replacement

• Refund

(depending on the situation)

🌳 Natural Materials Disclaimer

This product is made from solid oak.

Natural variations in:

• Grain

• Colour

• Knots

• Resin patterns

are not considered defects. These are part of the natural beauty of handcrafted wood products.

📏 Delivery Access Issues

Returns are not accepted if delivery fails due to insufficient access (e.g. narrow doorways, stairs, lifts, or restricted entry points).

Please check all dimensions carefully before ordering.

🎁 Gifts

If the item was marked as a gift:

• You will receive a gift credit for the value of the return once received

If the item was not marked as a gift:

• Refunds will be issued to the original purchaser

📧 Contact Us

If you have any questions about returns or refunds, contact:
📧 odwoodcraft.uk@gmail.com

Orders may be cancelled within 12 hours of purchase. After this time, production or preparation may already be in progress.