This policy should be read in conjunction with our Terms and Conditions of Sale

Refunds and Exchanges
Items must be returned within 14 days of receiving your goods with all original packaging and must not have been sawn, cut, drilled, oiled, or used or show evidence of being used.  As all our products are made to order, we apply a 30% restocking charge depending on the reason for return. Postage & Packaging charges are non-refundable unless otherwise agreed.

What if I received an incorrect profile or size?
In the unlikely event the item you received is incorrect, please email us admin@classicoak.co.uk quoting your delivery postcode and order reference number or invoice number along with information on the item you have received within 7 working days of receiving your goods. We will advise you on how to return the item for changeover.

How quickly will my return be dealt with?
We aim to process any returns within 5-7 working days of receiving your parcel or sooner

Refunds
We aim to apply refunds or credits within 5 working days of receipt of the goods.  We will advise you by email as soon as the refund is applied.

Right to Cancel
The right to cancel an order can be exercised in writing by email. Our email address is admin@classicoak.co.uk and we aim to respond to all email enquiries within 1 working day.

How do I cancel or change my order?
Please email us straight away if you wish to cancel or change your order. Once payment has been debited from your payment method and the transaction will be fully processed and you will have to follow the returns procedure for a refund or exchange.  

 
Will you refund any postage charges?
If you have received the wrong item or if the product is faulty or damaged, please contact us in the first instance.  We will not refund delivery charges unless otherwise agreed.

  
What if I have entered an incorrect address in my order?
If you have entered an incorrect delivery address and the packages have been lost or delivered to another address you are liable for the loss. Classicoak accepts no responsibility for lost parcels where an incorrect address has been instructed.

Which courier service do you use?
For most orders we DX Freight or DPD to deliver nationwide. We use APC or Royal Mail for smaller items such as samples and a Reliable pallet delivery service for larger orders. For large local orders we will use our own delivery van, we can’t offer a tracking number with this service.

Taking Delivery
All parcels and packages must be fully checked before signing as received in good condition and accepting them, if your parcel/order is damaged please sign for them as damaged before accepting them or if you feel the goods are unacceptable please refuse the parcels.  The consignment notes will say the number of packages you should be receiving, please check you have the correct number of parcels before signing and note any missing parcels to the driver before you sign. 

All damages/faults/shortages must be reported immediately to us.

Here is a quick guide:

1. If the packaging is damaged please sign the delivery note damaged on any parcels/goods that appear to be damaged.
2. Contact us by email or by logging into your account and submitting a new request or using the contact us section at the bottom of this page, specifying all issues including damages, missing or faulty goods.
3. Please supply any photographic evidence you can so we can raise it with the couriers.
I need my order urgently?
Please be aware , that occasionally, circumstances can arise that are out of our control which may delay your parcels in getting to you in time.

What time during the day would I receive my delivery?

Our business couriers operate on an all working day delivery service, all orders are delivered Monday to Friday between 8am – 6pm.

You will receive a dispatch notification once your order has been dispatched along with a tracking number. 

Couriers schedules can often change, times and dates given can only be an approximation.

If your order is being delivered by DX, you will receive an automated text message and email once your order has been dispatched which will include your tracking information. On the morning of delivery, this will update to show your two hour time-slot for delivery. We do request a mobile phone number with your order so that a text message can be sent in advance with a delivery time window.

Can you deliver on a Saturday or Weekend or Bank Holiday?
Unfortunately, we do not offer weekend deliveries. Our delivery service operates Monday – Friday.
Our collection service also only operates on Monday – Friday, 10:00am – 4:00pm and Saturday AM by prior arrangement.

Can I change my delivery address?
We can amend delivery addresses prior to delivery.  However, if your order has already been dispatched, we cannot change the address.
 

Can I request that my parcel be left somewhere safe if I am not in?
We recommend someone being available to accept the delivery as all parcels must be checked for damages and shortages before accepting them, but we do realise this is not always possible. You can specify a safe dry place for your packages to be left by adding a note onto your order when checking out, there is a section for you to fill out this information. This is at your own risk, and we would not be responsible for any loss or damage to your parcels.

Delivery restrictions?
If there are any delivery restrictions, please notify us when you place your order. We can only deliver to the door of the building that has been given as the delivery address, if there are any lifts or stairs then it is at the discretion of the delivery driver whether they are able to take the boxes any further.

 
I have damaged/missing/faulty items, what do I do?
All parcels must be fully checked before signing as received in good condition and accepting them, if your parcel/order is damaged please sign for them as damaged before accepting the delivery. 
Any damage, faults or shortages must be reported to us immediately.

Here is a quick guide:

1. Double check that the amount of packages received matches the amount of packages dispatched for example 3 items dispatched
2. If there is visible sings of damage please sign the delivery note damaged on any parcels/goods that appear to be damaged in transit.

3. Contact us by email, logging into your account and submitting a new request or using the contact us section at the bottom of this page, specifying what is broken, missing or faulty.

4. Please supply any photographic evidence you can so we can raise the issue with the couriers.