Frequently Asked Questions (FAQ)
General Questions
1. What is Oak & Harper?
Oak & Harper is an online store offering a variety of products to customers across the United Kingdom. Our goal is to provide high-quality products with excellent customer service.
2. Where is Oak & Harper based?
Oak & Harper is registered in the Netherlands, with our company address at Trasmolenlaan 12a, Utrecht, Utrecht, Netherlands. Our operations and customer service focus on the U.K. market.
3. How can I contact Oak & Harper.com?
You can contact us via:
- Email: info@OakandHarper.com
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Contact Form
-
Customer service: Monday to Friday between 9:00 am to 5:00 pm (GMT).
- The Customer Service replies within 24 to 48 hours during working days.
4. What are your customer service hours?
Our customer service is available Monday to Friday between 9:00 am and 5:00 pm (GMT).
Account & Ordering
5. Do I need an account to place an order?
No, you can place an order as a guest. However, creating an account allows you to track orders, save preferences, and speed up future checkouts.
6. How do I place an order?
- Browse our website and select your desired products.
- Add items to your cart.
- Proceed to checkout.
- Enter your shipping and billing information.
- Select a payment method and complete the order.
7. How can I track my order?
After placing an order, you will receive an email with a tracking number and instructions to track your order on our website’s tracking portal.
8. Can I modify or cancel my order after placing it?
Orders can be modified or cancelled within 24 hours of placement. Please contact our customer service team as soon as possible.
Payment
9. What payment methods do you accept?
We accept the following payment methods:
- Credit/Debit Cards: Visa, MasterCard, American Express, Maestro
10. Is my payment information secure?
Yes, all transactions on Oak & Harper are encrypted using advanced SSL technology to ensure privacy and security. We do not store sensitive payment details.
11. Can I use multiple payment methods for a single order?
No, at this time we only accept one payment method per order.
Shipping
12. Where do you ship to?
Currently, we ship to addresses within the United Kingdom, United States, Australia and Canada only.
13. How much does shipping cost?
We offer free shipping on all orders within the United Kingdom, United States, Australia and Canada.
14. How long does delivery take?
- Handling time (days): 1-2 business days
- Transit time (days): 5-7 business days
- Total Delivery Time (days): 6-9 business days
15. Which courier services do you use for shipping?
We ship using DHL, Royal mail, FedEx, USPS, UPS, Australia Post and Canada Post ensuring reliable and fast deliveries.
16. Do you offer insured shipping?
Yes, all shipments are insured. If your package is lost or damaged during transit, please contact our customer service for assistance.
Returns & Refunds
17. What is your return policy?
You can return items within 30 days of the delivery date. Items must be unused, undamaged, and in their original packaging. Personalized items cannot be returned.
18. Do you charge a restocking fee for returns?
No, we do not charge any restocking fee.
19. Who pays for return shipping?
- If the item is defective or incorrect, Oak & Harper covers the return shipping cost.
- For customer remorse returns (e.g., wrong product ordered, no longer needed), the customer is responsible for the return shipping cost.
20. How long does it take to process a refund?
Refunds are processed within 5 days of receiving the returned item. The amount will be refunded to the original payment method.
21. How do I initiate a return?
To initiate a return, contact us at info@OakandHarper.com with your order number and reason for return. We will provide detailed instructions on how to return your item.
Privacy & Security
22. How does Fenri.co.uk protect my personal information?
We use industry-standard security measures, including SSL encryption, to protect your personal information. Additionally, we comply with U.K. data protection regulations.
23. What personal information do you collect?
We may collect the following information:
- Name
- Email address
- Phone number
- Billing and shipping addresses
- Payment information (processed securely)
24. Do you share my information with third parties?
We may share your information with trusted third-party service providers for order processing, shipping, and payment purposes. We do not sell your information to third parties.
25. Can I request my personal data or have it deleted?
Yes, you can request access to, update, or delete your personal data by contacting us at info@OakandHarper.com
Cookies & Tracking
26. Do you use cookies on your website?
Yes, we use cookies to enhance your browsing experience, provide analytics, and remember your preferences. For more details, please refer to our Cookie Policy.
27. Can I disable cookies?
Yes, you can disable cookies through your browser settings. However, some features of our website may not function properly if cookies are disabled.
Legal & Compliance
28. What are your terms and conditions?
You can view our detailed General Terms and Conditions on our website. By using our website and placing an order, you agree to these terms.
29. How is my data protected under U.K. law?
Oak & Harper complies with the Data Protection Act and GDPR regulations, ensuring that your data is collected, stored, and processed lawfully.
30. What happens if there’s a dispute?
Any disputes will be resolved under the laws of the United Kingdom. You consent to the exclusive jurisdiction of U.K. courts for dispute resolution.
Advertising & Affiliates
31. Do you display third-party advertisements?
Yes, our website may contain third-party advertisements. We are not responsible for the content, accuracy, or offers made by these third parties.
32. Can I become an affiliate of Oak & Harper?
We are currently not offering an affiliate program, but this may change in the future. Stay tuned for updates.
Others
33. Do you offer gift cards?
Currently, we do not offer gift cards.
34. Can I request a personalized item?
Yes, we offer personalized items. However, please note that personalized items are non-returnable unless defective.
35. Do you have physical stores?
No, Oak & Harper is an online-only store.
Customer Service
If you encounter any issues or have questions about your payment, please do not hesitate to contact our customer service. We are here to assist you every step of the way. You can reach out to us at info@OakandHarper.com for support.
Website name: Oak & Harper
Company name: Oak & Harper
Address: Trasmolenlaan 12a, Utrecht, Utrecht, Netherlands
E-Mail: info@OakandHarper.com
Company number: 77289584
Customer service: Monday to Friday between 9:00 am to 5:00 pm (GMT).
- The Customer Service replies within 24 to 48 hours during working days.
