Ordering
How do I know my order went through?
A confirmation email arrives within a few minutes. If it has not, check your spam folder first.
Can I change my order after placing it?
Yes, while it is still being prepared. Email info@oakmerrow.com with your order number as soon as you can. Once dispatched, the address cannot be changed.
Can I cancel?
Free of charge at any time before dispatch. After that you have 14 days by law to change your mind, and we extend that to 30 days.
Delivery
How long does delivery take?
1–5 working days to prepare, then 7–9 working days in transit — usually 8 to 14 working days in total.
What does delivery cost?
Nothing. Delivery is free on every order to a UK address.
Where do parcels ship from?
From our suppliers' warehouses outside the United Kingdom. That is why it takes longer than a domestic parcel.
Will I pay import charges?
Not on consignments valued at £135 or less. Above that, import VAT and possibly duty are charged at the border and payable by the recipient — we tell you before dispatch if we expect that.
Do you deliver to the Highlands, the Isle of Man or the Channel Islands?
Yes, but those postcodes usually take longer than the estimate.
My tracking has not moved.
The first scan can take a couple of days. If nothing has changed after ten working days, email us and we will chase the carrier.
My order arrived in two parcels.
That is normal for multi-item orders. Contact us if the second is more than five working days behind the first.
Returns and refunds
How long do I have?
14 days by law, extended to 30 days by us. Faults are covered for longer under the Consumer Rights Act 2015.
Who pays return postage?
You do if you changed your mind. We do if the item is faulty, damaged, incorrect or not as described.
How long does a refund take?
Within 14 days of the goods reaching us by law, and in practice about 5 working days, plus however long your bank takes to show it.
Can I exchange instead?
We do not run direct exchanges. Return the item for a refund and place a new order — it is faster.
Products
Are the measurements accurate?
They are the actual measurements of the item, and they can vary a little between individual pieces. Compare them with something you already own rather than going by a label size.
Where does the size chart come from?
Where a chart is the manufacturer's rather than ours, we say so on the product page.
Payment
Which methods can I use?
Everything shown at checkout. The list depends on your device and card issuer.
Is paying here safe?
The site runs over an encrypted connection and card details go straight to our payment provider. We never see or store your card number.
Business details
- Registered business name: Mondeaux
- Trading as: Oakmerrow
- Registered address: Torenlaan 5B, 1402 AT Bussum, Netherlands
- Dutch Chamber of Commerce (KvK) number: 96593849
- VAT number: NL867675688B01
- Email: info@oakmerrow.com
Customer service
Monday to Friday: 08:00 – 18:00 (Central European Time)
Saturday and Sunday: 12:00 – 17:00 (Central European Time)
Email reaches us fastest and every message is answered within one working day.