Frequently Asked Questions
Last updated: 9 September 2026
Orders
How do I know my order has gone through?
You will receive an order confirmation email within a few minutes of placing your order. If it has not arrived, check your junk folder first, then contact us at info@duskoak.com and we will confirm it for you.
Can I change or cancel my order?
Yes, if you catch us before dispatch. Email info@duskoak.com with your order number as soon as possible and we will do our best to amend or cancel it. Once an order has shipped it can no longer be changed, but you can return it under our 30-day returns policy.
Can I order by phone?
All orders are placed through duskoak.com so that your payment is protected by our secure checkout, but if you need a hand with anything before you order, we are happy to help by phone or email.
Delivery
How much is delivery?
Delivery is free on every UK order, with no minimum spend.
How long will my order take?
Most orders arrive within 7 to 12 business days. You will find the full breakdown, including processing and transit times, in our Shipping Policy.
How do I track my order?
As soon as your order is dispatched, we will email you a tracking number and a link to follow your delivery. Tracking updates typically begin within 48 hours of dispatch.
Do you deliver outside the UK?
Not at the moment. We currently deliver across the United Kingdom only.
My order has not arrived. What should I do?
If your order is outside the delivery window shown in our Shipping Policy, contact us with your order number and we will investigate with the courier straight away. If a parcel is confirmed lost, you will receive a full refund or a free replacement, whichever you prefer.
Returns and Refunds
What is your returns policy?
You have 30 days from the day your order arrives to request a return. Items should be unused, in their original condition and packaging. There are no restocking fees. Full details are in our Refund & Return Policy.
My item arrived damaged. What now?
We are sorry about that. Email info@duskoak.com with your order number and a couple of photos of the damage and the packaging, and we will put it right quickly with a replacement or a full refund, at no cost to you.
When will I receive my refund?
Approved refunds are issued to your original payment method within 7 business days of us receiving your return. Your bank may take a few additional days to show the funds. If you paid with Klarna, the refund goes back through Klarna and is applied to your Klarna balance.
Can I exchange an item?
Yes. Email us and we will arrange an exchange for a different colour, size or product, whichever route gets it to you fastest.
Products
Are the colours on the website accurate?
We make every effort to photograph our products faithfully, but screens vary, and natural materials such as wood, ceramic and stone have their own subtle variation from piece to piece. If you would like more detail on any product before ordering, just ask.
Where can I find product dimensions?
Every product page includes a full size and materials breakdown. If you need a measurement that is not listed, email us and we will get it for you.
Do your lamps come with bulbs?
Bulb details are listed on each product page, including fitting type and whether a bulb is included. All our electrical products are UK-plug ready.
Will my furniture need assembling?
Where assembly is required, it is noted on the product page, and every piece arrives with instructions and fixings. Most of our furniture needs only minimal assembly, such as attaching legs.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and Klarna. All payments are processed securely in Pounds Sterling.
How does paying with Klarna work?
Choose Klarna at checkout and you are taken to Klarna to complete your purchase. Klarna will show you the payment options available to you and the terms that apply before you confirm anything. Those terms are set by Klarna, not by us, and any eligibility check is theirs. Whichever way you pay, your order, your delivery and your 30-day return rights with us are exactly the same.
Is it safe to pay on your site?
Yes. Every transaction is protected by SSL encryption and handled by PCI DSS compliant payment providers. Your full card details never touch our systems.
Will VAT be added at checkout?
No surprises. All prices on duskoak.com include UK VAT where applicable.
Gifting
Can I send this as a gift?
Not as a wrapped gift yet. We cannot add gift wrapping or a printed gift note, so an order sent straight to someone arrives in standard protective packaging rather than gift presentation. Delivery takes the usual 7 to 12 business days. If we are able to offer proper gift options later, we will say so here.
Anything Else
How do I contact you?
Email us at info@duskoak.com, or call +44 20 8040 3216, Monday to Friday, 9:00 AM to 5:00 PM (BST). We aim to respond to every enquiry within 1 to 2 business days.
Our Contact Information:
Store Address: 5 Oakfields Close, Stevenage Hertfordshire SG2 8NQ, United Kingdom
Store Email: info@duskoak.com
Store Phone: +44 20 8040 3216
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (BST)
We do our best to reply to your e-mail within 1–2 business days.