Delivery and returns
Where and how we deliver
We currently deliver within the UK only, if you are interested in ordering internationally, please reach out by email to kirsty@whiteoakstudio.co.uk.
Deliveries will be made using Royal Mail's tracked service and are usually delivered 2-3 working days from dispatch. Orders over a value of £75 will be sent by Special Delivery and are usually delivered 1-2 days after dispatch. Once your order is dispatched tracking information will be sent to you.
We aim to dispatch your item/s within 3 working days of receiving your order, unless the product page says otherwise. Made-to-order pieces will likely take longer, and this will always be stated. We aim to deliver your order by the date estimated for delivery but delivery times are not guaranteed.
Your order will be shipped to the address you specify on your order. It's important that this address is accurate. We cannot accept any liability for loss or damage to your items once they have been delivered in accordance with your delivery instructions unless this was caused by an error on our part.
Packaging
Because our pieces are ceramic, every order is packed carefully to minimise the risk of breakage in transit. As a mindful maker, we reuse packaging and padding materials we've received ourselves where we can. It means your order might look a little different each time it arrives, but the materials have been chosen with care to keep your piece safe in transit. It's our way of keeping White Oak Studio's footprint small. Please take care to reuse or recycle the packaging received with your parcel.
Damaged or broken items
In the unlikely event that your order arrives damaged or broken, please email us at kirsty@whiteoakstudio.co.uk within 2 working days of delivery, with a photo of the item and its packaging. As we make small batch and one-off pieces we may not be able to arrange an exact replacement, but we will do our best to rectify the issue or offer a refund if necessary.
Returns and cancellations
We hope you will love your handmade ceramics, but if you aren’t entirely happy with an item or you simply change your mind, you can cancel your order and return your purchase within 14 days of receiving it.
To arrange a return, let us know within 14 days of receiving your order, by emailing kirsty@whiteoakstudio.co.uk and we will provide the returns address. Return the item to us within 14 days of telling us, unused, undamaged and in its original packaging where possible, and we will refund the price you paid less the delivery fee. We'd recommend a tracked service, as we can't take responsibility for items lost or damaged on their way back to us. If the item is faulty we will also reimburse the original postage fees upon return. Items can only be returned if they were purchased via our website.
Please note: personalised, made-to-order or commissioned items are exempt from the right to cancel once production has begun, unless they're faulty.