Return and Refund Policy
Welcome to Lyle & Oak's Return and Refund Policy! We want to ensure that you are satisfied with your purchase. However, situations may arise where something goes wrong, and we are here to help resolve any issues with your order as quickly as possible.
Overview
- You have 30 days from the delivery date to initiate a return.
- Please contact our customer service at support@lyleandoak.com to process a return within this period.
- The cost of returning products is the customer’s responsibility unless the product is defective.
- Refunds are processed within 7 business days after receiving the returned product.
Returns
You have the right to initiate a return within 30 days from the delivery date. To proceed, please contact our customer service at support@lyleandoak.com
Once you reach out, we will provide instructions on how to return the item. Please note that return shipping costs are the customer’s responsibility unless the product is defective. If the product is defective, we will provide a prepaid return label and cover the return shipping costs.
Exchanges
We do not offer direct exchanges. Please initiate a return following the steps above. Once the return has been processed, you can place a new order for the desired product. For defective products, please contact customer service for assistance with a direct exchange.
Restocking Fee
At Lyle & Oak, we value transparency and customer satisfaction. That’s why we do not charge any restocking fees for returns. Shop with confidence, knowing your experience with us is hassle-free.
Refunds
After receiving and inspecting the returned products, we aim to process refunds within 7 business days. The refunded amount will be credited to the original payment method used for the purchase. You will receive a confirmation email once the refund has been completed.
Please note that processing times may vary depending on your financial institution.
Return Conditions
- Returns must be made in the original packaging, including all accessories.
- The product must be unused and returned in the same condition as received.
- Ensure that the return package is securely packed to avoid damage during shipping.
- If the product or packaging is significantly damaged, we reserve the right to reduce the refund amount accordingly.
Responsibility
We are not responsible for delays or damages that occur during the return shipment. We recommend inspecting your package within 24 hours of receiving it and contacting us immediately if there are any issues.
Return Method
We accept returns via postal service. For defective products, we will provide a prepaid return label. For all other returns, the customer is responsible for return shipping costs.
Return Address
Send all returns to: Choujiang Street, 5th Floor, Building 4, Phase 2, Niannianhong Furniture Group, Yiwu City, Zhejiang Province 322001, Naishi Warehouse
Customs and Import Duties
For orders outside of the United Kingdom, customs and import duties may apply. These costs are the customer’s responsibility and must be paid upon delivery.
Address Changes
If you need to change your shipping address after placing an order, please contact our customer service as soon as possible at support@lyleandoak.com We will do our best to accommodate the change, but we cannot guarantee it if the order has already been processed.
Undeliverable Packages
If a package is undeliverable due to an incorrect address, refusal of delivery, or failure to pick it up from a collection point, we reserve the right to charge for return and reshipping costs.
Customer Service
If you have any questions about our return policy, please contact our customer service via support@lyleandoak.com We strive to respond to your enquiries within 24 hours.
Contact Information
Company Name: Lyle & Oak
Email Address: support@lyleandoak.com
Contact Form: Contact page
Physical address: 50 Stanley Street, Suite C, Level 7, World Trust Tower, Central, Hong Kong Island, Hong Kong
Customer Service Opening Hours
We are available during the following hours (GMT+0):
Monday to Friday: 9:00 - 18:00
Saturday and Sunday: 11:00 - 15:00
For more information, please visit our FAQ Page or Contact Page.
You can track your order at any time via our Order Tracking Page.