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  • Your Frequently Asked Questions answered and additional sources of help.

    Below you can find answers to the questions posed most frequently by our customers.

    If your query cannot be answered with one of the questions below, please email us at customerservice@theoakhut.com

  • Payments

    I don't want to buy online, what do I do?

    We only offer online sales. Without the overheads of sales staff and call centres we are able to pass on the cost savings to you.

    How can I pay for my order?

    Most major credit and debit cards, including Visa, Mastercard, Maestro and Electron are accepted online. The costs involved in processing means that we do not offer cheque or credit options.

    How secure are my credit/debit card details?

    All online payments made through the site are protected by one of the UK’s leading securely encrypted gateway services. We employ a very strict privacy policy meaning that we share none of your information with third parties.

    All credit card numbers are encrypted when the order is placed using 256-bit encryption. Thereafter payment is collected through our online credit card system.

  • Products

    Will I have to assemble the furniture myself?

    For the most part our furniture arrives at your home pre-assembled and ready for use. There are certain items, such as beds or dining tables that require minimal assembly. Fully assembled they are unlikely to fit through the door of your house. Any items that require assembly will have easy to follow instructions included.

    Your prices are so low. How can your furniture be made from solid hardwood?

    We bring the furniture to you direct from the manufacturers. We keep our costs down meaning more cash in your pocket.

    Do products from different ranges match?

    We work very hard to make sure the timbers used in all our furniture stays consistent between ranges. For example, our natural solid oak ranges should complement each other; Many woods will darken with age, so furniture may have slight shading differences. Painted furniture may over time if different paint solutions are used.

  • Delivery

    How can I track the status of my order?

    Once your order is accepted you will receive an email confirmation that includes all your order details and your order number. You can then track the progress of your order at any time using this order number, by logging in to your online account or calling our Home Delivery Team.

    How long will delivery take for my order?

    When you place an order, you will receive an order confirmation email with an estimated delivery date for the entire order. If there are further unforeseen delays, a member of our team will contact you as soon as possible.

    What are your delivery charges?

    Please see our Delivery information page for more details

    Can you deliver outside UK Mainland?

    At the moment we are only able to deliver to UK Mainland & Northern Ireland. Deliveries to Channel Islands, Isle of Man, Scottish Islands, Isle of Wight are not possible at this time. 

    Will you take the packaging away?

    We are unable to unpack your order or remove the packaging. If you should need to return an item to us then you will need the original packaging to do so.

  • Returns & Refunds

    Are my goods guaranteed?

    All of the products sold on this site come with a full one-year warranty, which guarantees the product for the first year of ownership.

    What do I do if I want a refund?

    Please refer to our Refund Policy for details. In the instance that you are to be issued a refund, it will be processed via the same method that the initial payment was made. For example, if you paid for the item using a credit card, the refund will be made onto the same credit card.

    How can I contact you?

    If you have any questions about an existing order including delivery and after sales, please send us a message via our Contact Us page. Alternatively, email us at customerservice@theoakhut.co.uk

    If I have a complaint, what should I do?

    If you are unhappy with any aspect of our service, please contact us immediately using our Contact Us page and a member of our customer service team will be in touch.