TERMS & CONDITIONS

terms-and-conditions

Contact

If you need to reach us, you can contact us via our facebook page www.facebook.com/whiteoaklaser, email: hello@whiteoaklaser.co.uk or complete the form on the contact page.

Wood Products & Wood Grain


The wood we source is natural, therefore natural imperfections occur which White Oak Laser has no control of.

Grain changes and looks of the timber are considered as an aesthetic appeal to the natural look and differ product to product. No exchange or refund will be given to any wooden product that you feel differs. These imperfections are down to personal opinion and differ from person to person

All product images on our website are actual products we have made, however the wood grain within the product does differ and will be different to the product you order, this gives your product uniqueness.

Naturel wooden products are susceptible to cracking or splitting within the product. Due to the wood being dried by either green wood or kiln, splitting and cracking can occur within your product. White Oak Laser will not be held accountable for any splitting or cracking of the product.

Glass Engraving


Due to the transparency of all glass the engraving will be present but will show up more when the product is filled. This is typically industry standard. We will not accept any responsibility for errors once an order is placed as the customer is responsible for this.

Functionality & Use


All our products have their relevant use; however, some are limited. This primarily relates to our toy range. The main use of our toys is for imaginative play and no other purpose (i.e. a doctors set will in no way assist with first aid.) As with all White Oak Lasers products, the area of use, are designed to function, is limited to the product in question.

Design


We reserve the right to alter artwork (font, size, alignment) of wording provided to fit the design template. We provide an approximate character limit as a simple guide and in some circumstances, we may need to alter this with no notice given.

Fonts are set within each design and due to each font being unique in their design we can’t control characters and their look. None of our fonts carry a guarantee for look and type face of characters.

You (the Customer) are entitled to request a proof of any product prior to making, this is to ensure fonts and fitment of lettering is to your liking. We can’t be held responsible, for fonts or the lettering used within a font.

Product Size, Weight & Dimensions


All product sizes are correct at time of listing and sizes can vary due to manufacturing changes. All sizes and weights are estimates and can change with no notice given. For accurate sizes please contact us for full product updates. Any changes in sizes or weights will be updated on our website.

Pricing

Once you have purchased an item from our website you will receive a confirmation email. This email is to confirm that we have received your order and does not indicate that a contract exists between us. This term is included to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. White Oak Laser reserves the right to alter any prices, products, specifications, offers and/or voucher codes if necessary. All products featured are subjected to availability and maybe withdrawn or discontinued without notice.

Personalisation

We will not accept any responsibility, nor isuue any refunds for errors or spelling mistakes once an order is placed as the customer is responsible for this. We understand sometimes changes are needed to personalisation and are happy to make any changes to any custom wording, if notified within 24 hours to orders@whiteoaklaser.co.uk. Please title the email ‘CHANGE -“”ORDER NUMBER””‘ and confirm any changes in the email.

We will reply to your email confirming this change, but please note if you do not receive an email from us confirming this change, then no change will be made.

Product Images


Product images may, from time to time, be slightly different, but will represent the actual product. Depending on the type of screen or monitor, the colour and shades of the images may appear different.

Voucher Codes


White Oak Laser, from time to time offers certain voucher codes for discounts on our website, however if we feel there has been an error with any code or a misuse of multiple codes, we reserve the right to cancel any order that has any code(s) applied to it. There will be no prior notice of this cancellation.

Payment Security


When purchasing our products via White Oak Laser website, you will be re-directed to PayPal, where your payment will be processed using the highest levels of security and encryption. You (the Customer) are not required to have PayPal account to complete your order and pay. All credit/debit card information that you provide upon payment is dealt with by PayPal and White Oak Laser do not store any financial details.

All products are in UK Pounds Sterling (£).

Back Orders


If an item you have ordered is not in stock, it will be put on our back order system. We will inform you via email what items from your order have been added to our back order system and give you the option to cancel these items and receive a refund.

Dispatch

Each product we make is made especially for you, so we aim to dispatch your order within 3 – 5 working days. In some cases, however, it may take a little longer. Our lead time will be on the home page of our website.

Delivery


White Oak Laser uses Royal Mail, DPD, UPS or any other similar courier depending on the location of delivery and the size, weight and quantity of products ordered.

The majority of our orders are delivered within 2 – 4 working days (UK Mainland). Our deliveries are subject to delays due to circumstances or reasons out of White Oak Lasers control, therefore we ask you to allow for up to 7 day’s for delivery.

Our general lead time to dispatch orders is between 3 – 5 working days, depending on time of the year. The lead up to holiday’s (i.e Christmas, Valentine’s Day, Easter, Mothers Day, Fathers Day etc) can see our lead time increase to, but isn’t limited to 30 working days therefore, we advise you to place your order as soon as possible.

If for any unforeseeable reason we are unable to ship any items within your order, we will contact you via the email address provided upon placing your order.

Some items delivered may require a signature. Please ensure you are available for the signature request. If a person, other than the named customer, from the specified delivery address signs for the delivery, the liability for that item still belongs to the named customer.It is you (the customer) who is responsible for supplying us with the correct delivery address details. We are not liable for any loss of money, due to postage, if an incorrect address has been provided to us.

An email address and contact number is requested upon order to provide you with updates regarding your delivery and/or on required instances where we or the courier service we use, can contact you regarding delivery.

White Oak Laser offers express delivery (£12.99), with guaranteed dispatch of your order the next working day, with Next Day Delivery, if ordered before 1:00pm. Please keep in mind any orders placed on a Friday will be dispatched on Saturday for delivery Monday, except for Bank Holiday’s where delivery will be Tuesday. If you purchase multiple items together in one order, they should be delivered together, but please note that this cannot always be guaranteed (due to size, weight and availability of the item etc).

Damage


You (the Customer) are responsible for checking the product(s) within 24 hours of receiving your order. We MUST be notified via email to orders@whiteoaklaser.co.uk with a photograph of the damaged product, within 24 hours, to ensure we can take appropriate actions.

Product(s) damaged by the Customer are not covered.

White Oak Laser reserves the right to repair a product that you (the Customer) have received damaged. We make the majority of our products and will replace any part of the product effected.

Return postage for damaged items will be covered by White Oak Laser however this is limited to Royal Mail Second Class Signed For post and will be the rate Royal Mail advertise on their website.

Any items deemed damaged must either be returned or collected, for us to provide a full refund.

There may be times when product(s) are damaged in transit. You (the Customer) must inform Us within 24 hours of delivery to receive a replacement order of that item, a refund or a gift voucher.

Faulty


You (the Customer) are responsible for checking the product(s) within 24 hours of receiving your order. We MUST be notified via email to orders@whiteoaklaser.co.uk with a photograph of the incorrect or faulty product, within 24 hours, to ensure we can take appropriate actions.

White Oak Laser reserves the right to repair a faulty product that you (the Customer) have received. We make the majority of our products and will replace any part of the product effected.

Return postage for damaged items will be covered by White Oak Laser however this is limited to Royal Mail Second Class Signed For post and will be the rate Royal Mail advertise on their website.

Any items deemed faulty must either be returned or collected, for us to provide a full refund.

There may be times when product(s) are damaged in transit. You (the Customer) must inform Us within 24 hours of delivery to receive a replacement order of that item, a refund or a gift voucher.

We offer a limited 30-day warranty on all product(s) due to the majority of our product(s) having the ability to be handled and played with. Any issues outside of our 30-day warranty will be up to White Oak Lasers discretion.

Loss


If you have not received your order by the estimated delivery date, please check your tracking number to locate your order.

If you have not received your order within 7 days of dispatch, please message orders@whiteoaklaser.co.uk to enable us to claim in line with our couriers T&C’s.

We require 10 working days to investigate any lost orders with our couriers

White Oak Laser reserved the right to only issue a refund when your order is deemed ‘Lost’ by the Courier.

Returns

You have the right, under the Distance Selling Directive to return an unwanted item, in an unused, resalable condition, within 7 days which begins on the day of delivery.

The Customer is liable to cover the full return postage and any returned items will incur a 20% restocking fee, to cover all administration and merchant charges.

The Customer is also liable to ensure the product(s) arrives with no damage. If damage has occurred then the refund cannot be issued and the product(s) must be collected at the Customers cost.

All returned product(s) must be wrapped and packed carefully in line with our couriers expectations. Failure to comply with this will cause the return to be rejected due to damage through lack of suitable packaging.

Bespoke requested items and personalised items are non-refundable under any circumstances, as they are made to order.

COVID-19


We will endeavour to fulfil all orders paid for, although due to government restrictions there may be a longer wait than normal. Postal and courier services are experiancing delays due to the pandemic which may mean a delay in delivery timeframes.