Shipping policy

Shipping Policy

1. Detailed Order Handling & Transit Windows

• Order Cut-Off Time: 02:00 PM GMT. Orders placed after this time will be processed on the following working day.
• Order Handling Time: 1 to 2 working days (Monday to Friday). This is the time required to verify, pack, and prepare your order for collection by our courier network. Orders placed on weekends or public holidays will begin processing on the next working day.
• Public & Bank Holidays Disclaimer: We do not process orders, dispatch items, or make deliveries on UK Bank Holidays or Public Holidays. Orders scheduled for dispatch or delivery during these times will be moved to the next available working day.

2. Shipping Rates & Delivery Estimates

• Mainland England: Handling Time: 1–2 working days. Transit Time: 3–7 working days. Cost: FREE
• Mainland Scotland & Wales: Handling Time: 1–2 working days. Transit Time: 4–10 working days. Cost: FREE

3. Large Furniture & Freight Delivery

• Delivery Type: All large furniture and freight deliveries are strictly Door Drop-off only.
• Service Limit: Couriers will deliver the item to the front door of your building or property boundary. Couriers cannot bring items inside your home, upstairs, or assist with unpacking and assembly.
• Media Walls: Please note that all media walls are delivered flat-packed and require self-assembly.
• Booking Your Slot: These shipments are handled via specialist multi-man or palletised courier networks. The carrier will contact you directly via phone or SMS to schedule a specific delivery day.
• Access Requirements: Please ensure that there is clear access to your property boundary for a large delivery vehicle.
• Large Freight / Media Walls (England): Handling Time: 1–2 working days. Transit Time: 3–10 working days. Cost: FREE
• Large Freight / Media Walls (Scotland & Wales): Handling Time: 1–2 working days. Transit Time: 4–10 working days. Cost: FREE

4. Cancellation Policy for Orders

• Pre-Dispatch Cancellations: You can cancel your order for a full refund at any time before it leaves our fulfillment facility.
• Orders in Transit: If your order has already left our facility, we are unable to recall the shipment mid-route. You retain your full right to cancel; however, you will need to receive the product at your door and then coordinate a return with our support desk following standard return pathways.

5. Incorrect or Incomplete Delivery Addresses

• Customer Responsibility: It is the customer's responsibility to ensure the shipping address is correct and complete at checkout.
• Address Changes: Contact support@blueoakhome.co.uk immediately if you spot an error. Address modifications cannot be made once the order has been collected by the courier.

6. Shipment Confirmation & Order Tracking

• You will receive a tracking email once your order leaves our warehouse.
• For standard shipping, the tracking link activates within 24 hours.
• For freight shipments, the carrier will provide a direct booking reference or text message alerts.

7. Damages and Lost Packages

• Important for Furniture: Please inspect the outer packaging thoroughly upon door drop-off before signing. Note any obvious damage on the delivery note and contact our support team at support@blueoakhome.co.uk within 24 hours with digital photographs of the damage.

Customer Support & Corporate Information

• Email Support: support@blueoakhome.co.uk
• Telephone Support: +44 116 373 4193
• Trading Name: Blue Oak Home
• Legal Entity: Blue Oak Fireplaces Ltd
• Registered Office Address: 1159 Melton Road, Syston, Leicester, LE7 2JS, United Kingdom
• UK Company Registration Number: 16573935
• UK VAT Registration Number: GB498028747