FREQUENTLY ASKED QUESTIONS

Can I change the personalisation text?

Yes, if you email within 24 hours of your order and if your item is not already in production. Send us an email at orders@whiteoaklaser.co.uk with ‘CHANGE – ‘ORDER NUMBER” as the subject and your change in the email.

We will email you to confirm we have made this change. If you do not receive an email from us, then unfortunately it is too late to make your change.

Can I return my personalised item?

Unfortunately not. This item is personalised specifically for you and is custom made.

Can I return non-personalised items?

Yes, so long as the item is not damaged and it is returned in its original packaging within 14 days of your order being placed. We do however operate a 20% restocking fee.

My item is damaged what do I do next?

We take our time when carefully packing your order, however when your order leaves us, it’s out of our control and items can sometimes become damaged. Please notify us (orders@whiteoaklaser.co.uk) within 24hours of receiving your order, along with your order number and pictures of your damaged item. Our couriers request to be notified of damaged items within 24 hours of delivery, so please check your package!

Can I rush my order through?

Yes, please choose express delivery and we will get your order made and posted within 2 days.

What do you do for the environment?

We love the environment, so any little thing we can do to help we will. We use recycled packaging and filling where possible. Our product building instructions are only provided in an electronic format.

My products flat packed and hasn’t got any instructions.

Our ‘Build it yourself’ products come flat packed for you to decorate and build yourself. We don’t print instructions as this isn’t good for the environment, so we provide these electronically via videos and PDF’s found on the product page.

How quickly will my order arrive?

We aim to get your order personalised and shipped within 5 working days, however in busy periods this may be longer. Any increase in production time will be on our homepage. Some of our products are quicker to create and personalise then others. If you require your order quicker please choose Express Delivery at checkout.

Can I track my order?

Yes, there is nothing worse than ordering something and not knowing what is happening. We like to keep you updated, so provide info along the way until it reaches you. You can find this info on our ‘Delivery Info’ page.

My order has dark edges and has an odour.

This is normal for any wood or MDF products that are cut using a laser. The smell will go after a few days and the dark edges can be sanded or painted if required. Many customers prefer to leave the dark edges as they are adding a rustic look and feel to the item.

Has COVID-19 affected the way you work?

We are a small family run business with no-one outside of our ‘social bubble’ being employed or contracted, however our postal couriers may be experiencing delays. We like to keep all customers up to date on their orders, as much as possible and will notify you if our couriers are experiencing high delays.