Glass Whisky Flask | Flight Flask – Oak and Ember

Oak & Ember is committed to providing a reliable and straightforward shopping experience. This policy explains how we handle orders, delivery, returns, refunds, damaged goods and personalised products purchased through the marketplace.

Orders

Orders are subject to product availability and successful payment authorisation. We aim to process and dispatch orders as quickly as possible.

If an item becomes unavailable after your order has been placed, we will contact you and arrange a refund or suitable alternative where appropriate.

Delivery

We aim to dispatch orders within the timeframe shown on the marketplace.

Delivery times are estimates and may occasionally be affected by circumstances outside our control, including courier delays, public holidays, severe weather or high seasonal demand.

Tracking information will be provided where available.

Customers are responsible for supplying a complete and accurate delivery address. If you notice an error, please contact us as soon as possible. We cannot guarantee that delivery details can be changed once an order has entered the dispatch process.

30-Day Returns

We want you to be completely satisfied with your purchase.

Eligible products can be returned within 30 days of receiving your order if you change your mind.

Returned products should be:

• Unused
• In their original condition
• Complete with all accessories and components
• Returned with the original packaging where reasonably possible
• Suitable for resale

Please contact us through the marketplace before returning an item so we can provide the correct return instructions.

Unless an item is faulty, damaged or incorrect, the customer is responsible for return postage costs.

Refunds

Once your return has been received and inspected, an approved refund will be issued to the original payment method.

Please allow additional time for your bank or payment provider to process the refund.

If an item has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, an appropriate deduction may be made where permitted by law.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, incomplete or incorrect, please contact us as soon as possible through the marketplace.

Please provide:

• Your order number
• A description of the issue
• Photographs of the item and packaging where appropriate

We will review the issue and arrange an appropriate resolution, which may include a replacement or refund.

Where an item is faulty, damaged or incorrectly supplied, the customer will not be responsible for reasonable return costs.

Personalised Products

Personalised, customised or bespoke products cannot normally be returned because of a change of mind.

Customers are responsible for checking all names, initials, wording, dates, logos and artwork supplied for personalisation before placing an order.

If a personalised product is faulty, damaged or has been produced incorrectly, please contact us and we will resolve the issue.

Return Exclusions

Change-of-mind returns may not be accepted where a product:

• Has been used
• Has been damaged after delivery
• Is missing parts or accessories
• Is not returned in a reasonable condition
• Has been personalised or made to the customer's specification
• Cannot be resold for hygiene or safety reasons once opened, where applicable

These exclusions do not affect your statutory rights.

Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible.

We will make every reasonable effort to cancel it before shipment. If the order has already been dispatched, eligible products can normally be returned under our 30-day returns policy.

Product Information

We make every reasonable effort to ensure that descriptions, photographs, dimensions, specifications and colours are accurate.

Minor variations may occur due to screen settings, lighting, manufacturing tolerances, natural materials or production batches.

Product Care

Customers should follow any care, cleaning, storage and usage instructions supplied with the product.

Normal wear and tear, accidental damage, misuse or damage caused by incorrect care is not considered a manufacturing fault.

Contact

For questions regarding an order, delivery, return or refund, please contact us through the marketplace and include your order number where possible.

Our 30-day returns policy is provided in addition to your statutory consumer rights. Your legal rights relating to faulty, damaged, misdescribed or incorrectly supplied goods remain unaffected.