FAQ

Need Help? We’re Here for You

Got a question? Our team is happy to help. Simply email us at info@thegrandoak.uk and we’ll do our best to reply within 24 hours. Before reaching out, take a quick look through our FAQs — you might find the answer right away!

Frequently Asked Questions (FAQ)

When will my order arrive?

We process orders within 1–2 business days. Standard delivery takes about 5–7 business days depending on your location. If your parcel is delayed, just get in touch and we’ll assist you.

Where can I find my tracking number?

As soon as your order ships, you’ll receive an email containing your tracking number. If you don’t see it, please check your spam or junk folder. Keep in mind that the tracking link may take a short while to activate.

How do I track my order?

You can follow your shipment anytime using this link: https://thegrandoak.uk/apps/parcelpanel

How do I return an item?

Email us at info@thegrandoak.uk with your order number and reason for return. We’ll guide you through the next steps.

Can I change my delivery address?

If your order hasn’t shipped yet, we can usually update your address. Please contact us as soon as possible with your name, order number, and the new address.

What should I do if I receive a damaged item?

We’re very sorry this happened. Please send us your order number along with a description or photo of the damage. Our team will resolve the issue quickly.

What if my order is incomplete or damaged?

If something is missing or broken, please notify us within 30 days. Our 30-day money-back guarantee covers these cases.

How long does shipping take?

Once processed, delivery usually takes 5–7 business days. All relevant shipping information will be included in your confirmation email.

What condition must returns be in?

Items must be unused, in perfect condition, and returned in their original packaging.

Who pays for return shipping?

If the item is defective or damaged, we’ll cover the cost of return shipping. In all other situations, such as exchanges, the customer is responsible for return shipping.

What if I ordered the wrong variant?

Please contact us right away. If the order hasn’t shipped yet, we’ll update it for you. We’re also happy to help you choose the right variant.

Company Information:

Store name: The Grand Oak
Address: 39 Ludgate Hill, Unit 1-395, London, EC4M 7JN, United Kingdom
Email: info@thegrandoak.uk
Phone: +447367062114
Customer Service Hours: Monday to Friday – 9:00 AM to 5:00 PM

We strive to respond within 24 hours.