Shipping policy

Everything below applies to orders placed on Oakmerrow for delivery within the United Kingdom.

1. Where your order ships from

Oakmerrow is operated by Mondeaux, a company registered in the Netherlands. Orders are dispatched from our suppliers' warehouses, which are located outside the United Kingdom. We say so plainly because it affects how long delivery takes and what happens at the border.

2. Handling and processing

Orders are checked and prepared within 1 to 5 working days of payment clearing. Working days are Monday to Friday and exclude public holidays.

You receive an order confirmation immediately and a second email with tracking once the parcel is on its way.

3. Delivery estimates

Transit adds a further 7 to 9 working days, which puts the usual total at 8 to 14 working days from the moment you order.

These are estimates based on what carriers normally achieve, not guarantees. Customs processing, weather and peak periods around Christmas can add time. If your parcel is running well past the estimate, email us and we will chase the carrier.

Where we have not delivered within 30 days and no longer period was agreed, you may treat the contract as at an end and we will refund you in full.

4. Delivery charges

Delivery is free on every order to a United Kingdom address. The price shown on the product page is the price you pay — nothing is added at the final step of checkout.

5. Tracking

Every order ships with tracking. The tracking email arrives when the parcel leaves the warehouse; the first scan can take a couple of days to appear, which is normal and does not mean the parcel is lost.

If tracking has not moved for ten working days, email us with your order number and we will open an enquiry with the carrier.

6. Delivery limitations

  • We deliver to street addresses in England, Scotland, Wales and Northern Ireland.
  • We cannot deliver to PO boxes, parcel lockers or freight-forwarding addresses.
  • Deliveries to the Scottish Highlands and Islands, the Isle of Man, the Channel Islands and other outlying postcodes can take noticeably longer than the estimate above.
  • We do not deliver outside the United Kingdom.
  • We cannot instruct a carrier to leave a parcel in a nominated safe place or with a neighbour — that is arranged between you and the carrier once the parcel is in the country.

7. Address changes and cancellations

Please check your address before paying. While an order is still being prepared we can change it or cancel it at no cost; email us with the order number as soon as you can.

Once dispatched, the address cannot be changed. A parcel returned to sender because the address was wrong or nobody could take delivery can be resent at your cost, or refunded less the delivery costs we actually incurred.

8. VAT, duty and import charges

All prices on Oakmerrow are shown in pounds sterling and include any tax applicable at the point of sale, so nothing further is added at checkout.

For consignments valued above £135 the goods are treated as an import: import VAT and, depending on the goods, customs duty may be charged at the border and are payable by the recipient before the parcel is released. Where we expect an order to fall above that threshold we tell you before dispatch so that you can decide whether to go ahead.

Mondeaux is registered for VAT in the Netherlands under number NL867675688B01.

9. Split deliveries

An order containing several items may arrive in more than one parcel, with separate tracking numbers and on different days. Nothing is missing — the rest is still travelling. Contact us if a parcel has not arrived within five working days of the others.

10. Lost or damaged parcels

Goods remain at our risk until they are delivered to the address you gave us. If tracking says delivered but you do not have the parcel, check with everyone at the address and with your neighbours, then email us within seven days. If a parcel is lost in transit or arrives damaged we replace it or refund you in full.

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.