If a piece arrives damaged, with text different from what you typed, not as ordered, or does not arrive at all, this is exactly what to do and what happens next.
1. Email us with three things
- Your order number (it is in your confirmation email).
- A short description of the problem.
- Photos: one of the whole piece and one close-up of the problem.
Send it to support@oakmirahome.com within 30 days of delivery. For a parcel that has not arrived, write to us once 30 business days have passed since dispatch, or sooner if tracking has not moved for 7 days.
2. We reply within 1 business day (Monday–Friday)
A member of our team reads every message and replies by email. If we need anything else, such as another photo, we will ask in that first reply.
3. You choose: remake or refund
- Damaged, defective, wrong text or wrong item: we remake the piece or refund you in full, including shipping. You do not need to send it back.
- Lost or late parcel: we reship it free or refund it in full.
A remake goes through the same steps as a new order: 3–5 business days to make, then shipping with a new tracking link. Refunds go back to your original payment method within 5 business days of approval; your bank may take a further 5–10 business days to show it.