TikTok has given us a great opportunity to show the world what our business has to offer. Due to the rapid growth of our small business, we have the following policies and important reminders.
Before Ordering
Currently, Oak & Willow is open for pre-order. Orders placed today will be fulfilled within 1-4 weeks. We are in our busy season as a small business and with all products being made to order, these orders take time!
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Please ensure your shipping address is correct for the date of shipment. Changes to address must be made before your order ships. Once the order has left the building, you must contact the courier to arrange a change of address, and pay any applicable fees.
If your package must be re-shipped due to an incorrect address, you will be required to pay additional shipping fees.
If your package is returned to us, you are responsible for contacting us. If returned due to an incorrect or incomplete address, or it was held at the post office too long, you can either pay the shipping cost for us to reship the order, or we can issue a store credit for the value of the order minus the cost of shipping.
We are not responsible for stolen/missing packages.
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If you ordered for local pick-up, you have 2 weeks from the date it is ready to pick up the order before it is returned to the shelf. If it has been 3 months or longer without contact, we are no longer able to issue a refund.
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While information on our website is as current as possible, it may be subject to change. Please feel free to reach out to our customer service team for clarifications on ingredients, allergens, and materials used in our workshop.
Return Policy
All cancelled orders will be subject to a $5 cancellation fee.
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We reserve the right to cancel orders due to harassment or bullying, whether online or in person. This includes trying to shame the business instead of contacting customer service for assistance. Upon cancellation, you will forfeit your $5 cancellation fee, and be refunded the remaining balance.
We will not allow you to bully our team online.
You have 7 days from the date your order was delivered to report any damaged, missing, or incorrect items.
These claims will be evaluated on a case by case basis, and the resolution will be at the discretion of Oak & Willow.
If your items are missing and/or damaged, we may issue a full or partial store credit. We do not offer refunds or replacements.
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You can choose to send back unopened, unused products at your own expense, and orders will be refunded the cost of the products, excluding shipping. This must have prior approval from Oak & Willow.
Other Terms
From time to time Oak & Willow embarks on quests to make the world a better place through fundraising. In 2024 we raised almost $10 000 for the PCRF (Palestinian children relief fund) and nearly $30 000 for the Trevor project. We hold the right to gradually pay that money raised. All fundraiser money must be paid by Oak & Willow within one calendar year.