Returns & Refunds

You have 30 days from the delivery date to start a return, for any reason at all. "It is not the colour I pictured" and "it is smaller than I imagined" are reasons; you do not have to justify it and there is no restocking fee.

Start it by emailing hello@museandoak.com with your order number. We reply with a prepaid label the same or next business day. There is no form, no returns portal and no address for you to find — every return travels on our label so the tracking exists on both sides.

Pieces need to be unused and back in their original packing, with any care card included. Handling something to decide is expected; using it is not — an oiled board that has been cut on, a candle burned in a holder, or a throw that has been washed cannot be resold.

KEEP THE PACKAGING until you are certain. The moulded inserts are what let stoneware and turned timber travel safely, and we cannot issue a prepaid label for a fragile piece with nothing to travel in. If the packing has genuinely been destroyed, tell us and we will send replacement packing rather than refuse the return.

A set is returned as a whole set. The set price is below the sum of its parts, so returning one piece and keeping the rest would leave the remainder priced under what it sells for — if you want to keep part of a set, email us and we will work out the difference rather than refusing.

Refunds go to the card used for the order. We do not issue store credit unless you ask for it. A refund is issued within 5 business days of the parcel reaching us, and it usually appears on a statement 3 to 10 business days after that depending on the bank — that second half is the issuer's timing, not ours.

The refund includes any shipping you paid. If a free-shipping threshold was met only because of the piece being returned, we do not claw the shipping back.

Refunds appear on a statement against MUSE AND OAK, the same descriptor as the original charge.

Anything faulty, damaged in transit, or measuring outside tolerance is replaced or refunded in full including shipping. Tolerance is a quarter of an inch on a machined timber dimension and half an inch on anything turned or thrown, where the process itself varies.

Send a photograph to hello@museandoak.com within 14 days of delivery and keep the packaging until we reply. You will not be asked to return a damaged piece.

Natural variation is not a fault, and each product page says what to expect before you buy — see the Terms. A piece that has failed rather than varied, though, is ours to put right: a joint opening, a glaze crazing through to a leak, a handle rivet pulling. Tell us about any of those whenever they happen, inside the window or long outside it.

If something is wrong with an order, email hello@museandoak.com first. Almost everything a bank dispute is meant to solve — a charge you do not recognise, a parcel that has not arrived, the wrong piece in the box — we can fix in a day, and a refund from us reaches you faster than a dispute does.

If a charge looks unfamiliar, it will read MUSE AND OAK on the statement. Send us the amount and the date and we will identify it the same day.