Return Policy

Return & Refund Policy

At BritishCraftStore, we take great pride in the quality of every handcrafted oak product that leaves our Essex workshop. We want you to be completely happy with your purchase, and we're here to help if anything isn't right.

Standard Returns

If you are not satisfied with your order, you may return it within 30 days of delivery, provided the item meets the following conditions:

The board is unused, unwashed, and un-oiled since receipt.
The item is in its original packaging and in the same condition as when it arrived.
You have your proof of purchase (order confirmation email or receipt).

To start a return, please contact us at info@britishcraftstore.com with your order number and reason for return. We will provide you with a return shipping address and instructions.

Personalised & Engraved Items

Because each personalised or engraved board is custom-made to your specification, we are unable to accept returns or offer refunds on these items unless they arrive damaged or the engraving contains an error made by us.

We strongly recommend double-checking all personalisation details (names, dates, spelling, and capitalisation) before placing your order. Once production has begun, changes cannot be made.

If there is a fault with the engraving that was caused by us — for example, a misspelling that does not match your original order — we will of course replace or refund the item at no cost to you.

Damaged or Faulty Items

Every board is carefully inspected and securely packaged before dispatch. However, if your item arrives damaged or with a manufacturing fault, please:

Contact us within 48 hours of delivery.
Include clear photographs of the damage and the packaging.
Provide your order number.

We will arrange a replacement or full refund, including any return postage costs, as quickly as possible.

Natural Characteristics of Oak

Please note that solid oak is a natural material. Variations in grain pattern, colour, and tone are inherent to the wood and make each board unique. Minor differences between the product photographs and your board are not considered defects and are not grounds for a return.

Refund Process

Once we receive and inspect your returned item, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 working days. Please note that your bank or card provider may take additional time to post the refund to your account.

Return Shipping

For standard returns (non-faulty items), the customer is responsible for return postage costs. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

For faulty or damaged items, we will cover the cost of return shipping.

Exchanges

If you would like to exchange your board for a different size, please return the original item following the process above and place a new order. This ensures the quickest turnaround for you.