Delivery, Returns & Refunds


Standard delivery charges for all small items outside of promotional periods are:

Orders up to £15.00:      £3.95

Orders £15.00-£75.00:   £4.95

Orders over £75.00:        Free

For larger items, such as furniture, a standard fee of £10 per item postage applies. Please contact us for next day delivery charges.

Standard deliveries usually take 2-5 working days to arrive, however delays can occasionally occur, so we ask that you contact us after this time frame for us to investigate with our couriers, should this be the case.

Please contact us on for options to get your parcel to you more quickly.

International Delivery

Please contact us prior to purchase on if you would like to enquire about international shipping for any items.

Damage During Transit

Whilst every care is taken in the packaging of goods at Oates & Co. HQ and by our delivery partner, accidents do still sometimes happen. Please email us at within eight working days, together with a photograph showing the damage, and we will resolve the issue as soon as possible. Please ensure to check all of your goods on receipt as if we are notified after this eight day period, we may be unable to issue you with replacement goods.

Non Receipt of Goods

If you have not received your goods within 10 working days, please contact us on and we will send you non receipt form which we must receive back within 7 days. We will then send out a replacement order.

Out Of Stock Items

Should any of the items you order be out of stock but due into Oates & Co. HQ within five working days, your whole order will be held back and sent out together - we will notify you of this should you wish to cancel.  If the item will not be due in until later than 5 working days after you order, we will contact you to check what you would like us to do with your order. 

Returns Policy & Making Returns

In the unlikely event that a parcel arrives damaged or faulty please contact us on 0843 886 7567 (Monday to Friday 9am to 5pm) or by email at so we can arrange a replacement, exchange, or refund for you.

If you wish to return an item, with the exception of personalised products, we need to receive it back within fourteen days of receipt for a refund or exchange. We ask that you please return the items where possible with their original packaging. This does not affect your statutory rights. As the goods are your responsibility until they reach us please ensure you package your return to prevent any damage to the items or boxes.

With the exception of faulty and damaged goods we are not responsible for the return postage and we do advise that you obtain a certificate of postage in case the parcel fails to reach us.

In the case of a faulty or damaged item, please contact us on prior to sending.

If an item is returned to us outside of the fourteen day time frame or is in a non re-saleable condition a credit note may be issued. This is at the discretion of Oates & Co. Ltd.

If you wish to cancel your order and return it to us, under the Consumer Contracts Regulations, you must let us know within fourteen working days of receiving your parcel. This can be done by calling us on 0843 886 7567 or via email at You will then need to return the whole order to us, at your own expense, if it has already been sent out to you. Once we receive the whole order back we will issue a full refund including the original delivery charge paid. Please note this does not apply to personalised items, which cannot be returned unless faulty or damaged.

Returning Faulty or Damaged Items

Please see above for information on our Returns Policy. With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage.

Large Items: Please note that large items will need to be posted back to us via My Hermes Courier – simply email us at or call 0843 886 7567 during office hours and we will be able to advise you. 

Smaller Items: Please contact us and we will advise you on the process and method by which to return your smaller faulty or damaged item.  

In all cases, please ensure that you include the Returns Form within the parcel and return your parcel to us.  Where possible, we recommend that you obtain a Certificate of Posting in case for any reason the parcel(s) fails to reach us.

International Returns

Should you wish to return a non faulty item from outside of the UK, excluding the Channel Islands, Isle of Man and Northern Ireland, you will be responsible for the return postage and we do not offer a collection service for overseas items.