Refund and Return Policy

Refund and Return Policy

OAKD (operated by AESOP RETAIL PTY LTD) stands firmly behind the craftsmanship of our solid oak home accessories. We offer a transparent, buyer-centric policy to ensure complete satisfaction. This policy applies strictly to purchases made through www.oakd.shop.

1. 30-Day Free Return Window

Customers have the right to request a return within 30 calendar days starting from the date the package was successfully marked as delivered by the carrier to your Singapore address. Return shipping is completely free; we do not charge any restocking fees, administrative fees, or return courier costs.

2. Return Eligibility Criteria

To ensure a smooth evaluation by our inspection team, please ensure the following conditions are met:

  • The oak item must remain in the same physical condition that you received it.
  • The product must be unused, unwashed, and stored in its original eco-friendly Kraft paper packaging box.
  • A valid proof of purchase (such as your Shopify order confirmation email or invoice number) must accompany the request.

Natural Variation Disclaimer: Please note that genuine oak wood features inherent variations in growth rings, grain textures, and natural coloration. These organic characteristics are completely normal and are not categorized as manufacturing defects.

3. Step-by-Step Return Procedure

  1. Contact our dedicated customer support team by sending an email to info@oakd.shop stating your order number and request for return.
  2. Our team will respond within 24 hours providing a pre-paid, fully insured return shipping label at zero cost to you.
  3. Print the pre-paid label, affix it securely to the original packaging, and hand it over to the specified local postal provider in Singapore.

4. Professional Inspection and Refund Processing Time

Once your returned package arrives at our processing hub, it will undergo a standard inspection within 2 business days to verify the contents. After approval:

  • We will immediately issue a full refund back to your original method of payment (e.g., credit card or authorized digital wallet).
  • All refunds are issued in United States Dollars (USD).
  • Processing Time: The refund will be completed internally within 10 business days. Please note that banking institutions may take an additional 2 to 5 business days to post the credit to your financial statement.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If the product is physically broken, cracked along the wood grain due to transit stress, or if you receive the incorrect model, contact us at info@oakd.shop with photographic evidence within 48 hours of delivery. We will expedite a brand new replacement item to you immediately with complimentary expedited tracking, or process an instant full refund according to your preference.