Refund policy
RETURN & REFUND POLICY
At Oak with white, we want you to be happy with your purchase. Please review our return and refund policy before placing your order.
30-Day Return Policy
We accept eligible return requests within 30 days of delivery.
To qualify for a return, your item must be:
- Unused and in the same condition in which it was received
- Unassembled, unless the item arrived damaged or defective
- In its original packaging whenever possible
- Accompanied by proof of purchase or your Oak and Ivory order number
Returns requested more than 30 days after delivery may not be accepted.
Starting a Return
Please contact Oak and Ivory before sending any item back.
Include:
- Your full name
- Order number
- Item you would like to return
- Reason for the return
- Photos of the item and packaging if the product is damaged, defective, or incorrect
Once your return is approved, we will provide return instructions and the appropriate return shipping address.
Please do not send a product back to the address shown on the original shipping package unless Oak and Ivory specifically instructs you to do so. Some of our products are shipped from different fulfillment locations, and unauthorized returns may not be accepted or refunded.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, missing parts, or you receive the wrong product, contact us as soon as possible and provide photographs of the item, packaging, and shipping label.
If we confirm that the item arrived damaged, defective, or incorrect, Oak and Ivory will work with you to provide an appropriate resolution, which may include a replacement, refund, or other solution.
Customers will not be responsible for return shipping costs when a return is required because we sent an incorrect item or the product arrived damaged or defective.
Furniture and Oversized Items
Furniture and oversized products can be expensive to ship and return.
Unless the product arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs for approved furniture and oversized-item returns.
Furniture must not have been used, altered, modified, or assembled beyond what is reasonably necessary to inspect the product.
Please carefully review product dimensions, measurements, colors, materials, and product descriptions before ordering.
Oak and Ivory is not responsible for an item not fitting through doorways, elevators, stairways, hallways, or other areas of a customer's home when the product dimensions were provided before purchase.
Return Shipping
For returns resulting from a change of mind, incorrect size selection, incorrect measurements, or other customer preference, the customer is responsible for applicable return shipping costs unless otherwise stated.
Original shipping charges, expedited shipping charges, white-glove delivery charges, and other delivery-service fees are generally non-refundable unless the return is the result of an error by Oak and Ivory or an eligible damaged/defective product.
Do not ship a return until you have received return authorization and instructions from us.
Non-Returnable Items
Certain products may not be eligible for return, including:
- Gift cards
- Personalized or customized products
- Made-to-order items when identified as such on the product page
- Items marked Final Sale
- Items that have been used, damaged after delivery, altered, or modified by the customer
- Items returned without required return authorization
Any additional return restrictions that apply to a specific product will be disclosed on the applicable product page whenever possible.
Cancellations
Orders may be canceled before they enter processing or fulfillment.
Because some orders are processed quickly, we cannot guarantee that an order can be canceled after it has been placed.
If an order has already shipped, the applicable return policy will apply.
Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to your original payment method.
Please allow processing time for the refund to appear in your account after it has been issued. Banks, credit card companies, and payment providers may require additional time to post a refund.
Shipping costs and other non-refundable charges, when applicable, may be deducted from the refund.
Buy Now, Pay Later Purchases
If you used a Buy Now, Pay Later service, such as Shop Pay Installments or another payment provider, approved refunds will be processed according to the payment provider's procedures.
Your payment provider may have its own processing times and procedures for adjusting or canceling remaining installments.
Refused or Undeliverable Packages
If an order is refused at delivery or returned because an incorrect or incomplete shipping address was provided, applicable shipping, return shipping, or carrier charges may be deducted from the refund when permitted.
Order Changes
Please review your order carefully before completing checkout.
We will make reasonable efforts to accommodate requests to change an order before processing begins, but changes cannot be guaranteed once an order has entered fulfillment.
Exchanges
If you would like a different product, color, or size, please contact us. Exchange availability depends on the item and current inventory.
In some situations, the fastest option may be to return the eligible item and place a new order.
International Orders
International returns may be subject to different shipping costs, customs requirements, taxes, duties, and consumer-protection laws.
Where applicable law gives a customer additional cancellation, withdrawal, return, refund, or warranty rights, those legal rights will apply.
Contact Us
If you have questions about a return, refund, damaged item, or your order, please contact Oak and Ivory Customer Support.
Please include your order number with your message so we can assist you as quickly as possible.
Oak and Ivory reserves the right to update this policy from time to time. The policy in effect at the time of purchase will apply, subject to applicable law.