FAQ
Orders & Processing
How long does order processing take?
Orders are generally processed within 1 business day after payment confirmation.
Orders placed before 5:00 PM (UK time) are usually dispatched the same day (business days only).
Orders are not processed on weekends or public holidays.
During peak periods or promotional campaigns, processing times may be slightly extended.
Can I modify or cancel my order after placing it?
If you need to modify or cancel your order, please contact us at:
as soon as possible.
Once an order has entered the shipping process, modifications or cancellations may no longer be possible.
Shipping & Delivery
Where do you ship?
Oak & Halo ships internationally, including (but not limited to):
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United Kingdom
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Europe
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United States
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Canada
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Australia
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New Zealand
If your country is available at checkout, we are able to ship to your location.
What are the estimated delivery times?
Estimated delivery times (including processing) are:
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United Kingdom: 4–8 business days
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Europe: 5–10 business days
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United States & Canada: 6–12 business days
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Australia & New Zealand: 7–15 business days
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Other international destinations: 7–20 business days
Delivery times are estimates and may vary due to carrier delays, customs clearance, or external factors beyond our control.
Will I receive tracking information?
Yes. Once your order has been shipped, you will receive a confirmation email containing tracking information (when available).
Tracking availability may vary depending on the carrier and destination.
Do I have to pay customs duties or import taxes?
For international orders, customs duties, import taxes, or additional fees may apply depending on your country’s regulations.
These charges are the responsibility of the customer.
Products
Are your product images and descriptions accurate?
We make every effort to ensure that product descriptions and images accurately represent the items offered.
However, slight variations in colour, texture, or finish may occur due to lighting conditions, manufacturing variations, or screen settings.
Are your products compatible with UK electrical standards?
Electrical products are supplied in accordance with applicable UK standards.
Please refer to the product description for full specifications (plug type, voltage, and installation requirements).
Returns & Refunds
What is your return policy?
Customers may return eligible items within 30 days of receiving their order, in accordance with our Returns & Refund Policy.
Returned items must be unused and in original condition.
Who covers the return shipping costs?
Return shipping costs are the responsibility of the customer, except in cases of defective or incorrect items.
When will I receive my refund?
Approved refunds are processed using the original payment method within 14 days after the returned item has been received and inspected.
Payments
What payment methods do you accept?
Accepted payment methods are displayed at checkout.
All payments are processed securely through Shopify Payments, using trusted payment providers.
Account & Support
How can I contact customer support?
📧 support@oakandhalo.com
📞 +44 7458 041301
Customer support is available:
Monday to Friday
9:00 AM – 5:00 PM (UK time)
We aim to respond within 24–48 business hours.