We offer a 14 day return policy on all our items, which means you have 14 days from delivery to request a return.
Your items must be in the same condition that you received them, unused and in the original packaging, to be eligible for a return. Please open your item carefully and do not dispose of the original packaging, or use the equivalent.
Whilst in your possession it is your responsibility to look after unwanted products, even if they are damaged or faulty. They must be returned and packaged in the original or equivalent packaging to prevent further damage. Inspection will be made at the point of delivery back to our factory.
Unless the item arrives faulty or damaged, or the incorrect item has been received, you are responsible for the cost of returning your items within 14 days of the notice of return.
It is your responsibility to return items to us with a reliable and responsible collection or delivery service. We will be unable to process your return if unwanted items are returned to us damaged. We will not be responsible for any loss in transit by a third party service.
Upon receiving your return we will process your refund minus any additional charges, or process an exchange. The cost of the product will be refunded to the original payment method within 14 days of receipt. Unless the item is damaged or faulty, a 25 percent restocking fee will be applied to the refund.
To give notification of return, please email us at hello@oswaldandpablo.com. It is unlikely returns will be accepted if a notice of return has not been received beforehand. Items sent back to us without first requesting a return will not be accepted.
Non returnable items
Unfortunately we are unable to accept any returns on bespoke orders, which are classed as not available through our standard website listings. This includes orders where a customer’s own material has been used, as well as products which are in stock and sold as seen.
Damages upon delivery
Upon delivery please inspect your order and contact us immediately if the item is damaged, defective, or the wrong item has been received. This will let us find the best solution for you. If possible, please provide a couple of images or videos so that we can inspect the order further to give the best possible outcome.
If in the unlikely event that your order arrives faulty or damaged, we will raise a replacement to you as soon as possible. We will need the item to be returned to us and will arrange for any damaged or faulty items to be collected. If it is a minor fault, it may be something that we can organise to be rectified in your home, so as not to cause any disruption.
Exchanges
If you would like to swap your item for a different size, colour or item, please send us an email at hello@oswaldandpablo.com.
Refunds
Upon receiving your order back at our factory, we will notify you of receipt and an inspection will be made. Your refund will be processed by our accounts team and refunded to your original payment method.
Failed delivery attempt
With the exception of smaller items, all our orders are delivered by our two man delivery partners who will call or text in advance to book a convenient delivery day and time window with you.
If this is confirmed by the customer or recipient and the subsequent delivery is unable to take place due to issues upon delivery, such as the item not fitting into the property or nobody being available to accept delivery, and the item has to be returned to us, then the cost of the return at £120 will be charged to you or taken from your refund amount.
Our furniture is large and costly to transport, so please make sure you are available within the agreed time slot and have suitable access into your property.
