Shipping policy

Oak Mantels Direct – Shipping Policy

Last updated: October 2025

At Oak Mantels Direct, we handcraft every beam, shelf, and mantel in our UK workshop.
This policy explains how and when we ship your order, what to expect at delivery, and what to do if something goes wrong.

1. Free Delivery

We offer free mainland UK delivery on all orders over £100.
Orders under £100 incur a flat delivery charge of £5.99.

Please note:

  • Free delivery applies to mainland UK addresses only.

  • Deliveries to remote areas (such as the Scottish Highlands, Northern Ireland, Isle of Wight, Isle of Man, and Channel Islands) may require an additional delivery fee.
    If this applies, we will contact you before dispatch to confirm the surcharge or offer a full refund if you prefer not to proceed.

2. Dispatch Times

We aim to dispatch all standard (non-custom) items within 10 working days of your order.
All of our oak mantels and shelves are handmade to order, so dispatch times can vary slightly during busy periods.

For custom or bespoke orders, dispatch may take 2–4 weeks depending on complexity.
We will confirm the estimated lead time when you place your order.

If we anticipate any delay beyond the stated time, we will notify you promptly.

3. Delivery Times

Once dispatched, most UK mainland deliveries arrive within 1–3 working days.
Delivery times for remote areas or large items may take longer.

Deliveries are made Monday to Friday (excluding public holidays).
You will receive a dispatch email with tracking information once your order has shipped.

4. Delivery Partners

We work with trusted national couriers experienced in handling heavy timber items.
Deliveries are made to the ground floor or kerbside only unless otherwise arranged.
If you require assistance with carrying large items indoors, please arrange suitable help in advance.

5. Receiving Your Delivery

Please inspect your delivery as soon as it arrives.
If your item or packaging appears damaged, please:

  1. Take clear photos of the packaging and item.

  2. Note the issue on the courier’s delivery confirmation if possible.

  3. Contact us within 48 hours at hello@oakmantelsdirect.com so we can resolve it promptly.

If an item is lost or arrives damaged, we will replace it or refund you at no cost.

6. Missed Deliveries

If you are not available when delivery is attempted, the courier may leave a calling card or contact you to reschedule.
Repeated missed deliveries may result in additional redelivery charges.

Please ensure your delivery address and contact information are accurate when placing your order.

If you delivery is attempted is failed 3 times it will come back to us, we will resend out your order, if your order is personalised and you do not accept your order you will not be entitled to a refund and your items will be sent back out, if you refuse delivery and the items come back to us again they will be destroyed 

7. International Shipping

We currently ship to most countries within the European Union.
International shipping costs and delivery times vary based on location and item size.
You will see the delivery cost at checkout or during quotation.
Please note that import duties or customs charges (if applicable) are the buyer’s responsibility.

If you are outside the EU and wish to place an order, please contact us for a custom shipping quote.

8. Returns and Refunds

For full details about returning an order, please refer to our Refund & Return Policy.
In summary:

  • Standard items can be returned within 30 days of delivery.

  • Custom-made items are non-returnable unless faulty or not as described.

  • Damaged or incorrect items will be replaced or refunded at no cost to you.

9. Contact Us

If you have any questions about delivery or shipping, please contact us:

Oak Mantels Direct
Unit 18 Tundry Way
Blaydon-on-Tyne
NE21 5SJ
United Kingdom

Email: hello@oakmantelsdirect.com
Telephone: 0800 774 7169