Returns & Refunds

If something is not right, you can return it. This policy covers every order placed on Oak & Lumen, operated by Arc Commerce LLC.

Return window

You have 30 days from the delivery date to return an item, for any reason.

Condition

Items should be unused, with all parts and accessories, in the original packaging.

How to start a return

1. Email support@oakandlumen.com with your order number and the item you want to return.
2. We reply with the return address and instructions.
3. Send the item back and share the tracking number with us.

Please contact us before sending anything, so we can match the parcel to your order.

Return shipping cost

If an item arrived damaged, faulty or not as described, we cover the cost: send us a photo and we will replace or refund it, usually without you needing to send it back. For any other return, the customer pays the return shipping. We do not charge a restocking fee.

Refunds

Refunds go to your original payment method within 5 business days of the return arriving (or of our approval when no return is needed). Your bank may take a few more days to show it. Original shipping charges are refunded when the return is our error.

Damaged or faulty on arrival

Email us with your order number and a photo or short video. We replace or refund it, usually without you needing to send it back.

Exchanges

To swap a color or size, return the original item and place a new order. Email us if you would like help choosing.

Cancellations

Email us as soon as possible. If the order has not shipped yet, we cancel it and refund it in full.