Each OAKO desk is meticulously crafted by hand, requiring dedicated time and attention to detail. We don't maintain stock, instead, every desk is created once the customer has placed the order. This distinctive approach ensures the exceptional quality of OAKO desks, with all components sourced and manufactured in the EU, adhering to the highest standards of craftsmanship.

CUSTOMS:

Customs and shipping fees for non-EU countries are included at the checkout. No extra costs apply once the items are being delivered.

ORDER MODIFICATIONS:

Once the order has been placed, clients have a 3 workday period to request simple order modifications by contacting OAKO. Requests beyond this timeframe may be refused by OAKO, leading to the original order cancellation. In such cases, clients may need to place a new order, with a potential loss of their original place in the queue.

3 | THE PROCESS 

• ORDER CONFIRMATION: The email accompanying your order confirmation will outline the delivery timeline based on your geographical location. Please review all order and contact detailscarefully, especially the shipping address, email, and phone number. If you anticipate being away from the delivery address during the expected delivery dates, please contact OAKO at your earliest convenience. Proactive communication ensures a seamless process and helps avoid any complications that may arise if items need to be returned.
• YOUR ORDER IS BEING MADE: An informative email specifying the dispatch date will be sent once our carpenters will be crafting your order. Each item is meticulously created with time and precision.

• DELIVERY GUIDE: Once the order is dispatched, a reminder of the delivery guide will be sent via email, which the client must follow. OAKO takes no responsibility if the client neglects to follow to the provided guide.

• SHIPPING TIME: Once the order has been dispatched, the shipping duration is estimated to bebetween 4 to 10 workdays, depending on your geographical location. For countries with custom processes or island destinations, delivery may extend to 8-10 workdays. The delivery date is to be coordinated directly between you and the carrier.

*Please note, these delivery times are only estimates. Once the orders are in the hands of OAKO’ shipping partners, it’s out of OAKO’ control how long they will take to be delivered to your home or office. The lead times shown are the average lead times. OAKO will not be held responsible for any delays that may occur.

• CARRIER COMMUNICATION: Upon the order's arrival at the final carrier's terminal, the client will be contacted by the carrier via email or SMS to provide several options for the delivery date to choose from.

*The carrier, being an international company, operates strictly during standard working hours from 8 AM to 5 PM on workdays. If the client cannot receive the packages during offered hours, they have the option to personally pick up the items from the nearest carrier terminal. OAKO is not accountable if the client is unable to accept the package during working hours or opts for self-pickup.

• DELIVERY UNTIL BUILDING'S DOOR ONLY: Our shipping carrier will deliver the packages ONLY to the building's doorstep, refraining from bringing the order up to higher floors or apartments.

• WHITE GLOVE SERVICE FOR THE UNITED KINGDOM 🇬🇧 : For UK customers, OAKO provides an additional white glove service delivery option at extra costs. Please contact our customer service for further details.

• RE-DELIVERY CHARGES: In the event of the customer's unavailability during the agreed delivery time, rescheduling will incur an additional cost of 30-80 EUR within EU. OAKO is not liable for re-delivery charges resulting from the customer's unavailability.
• RE-DELIVERY CHARGES DUE TO INCORRECT ADDRESS: If an order/item has already been shipped and a customer requests a change in the delivery addressdue to incorrect information provided at the time of placing the order, or for any other personal reasons, OAKO Denmark will charge additional re-delivery costs. These charges will range from 40 to 60 euros, depending on the carrier's requirements. The customer is responsible for covering these costs to ensure the delivery of their shipment. To avoid these additional charges, please verify your delivery address before completing your order. If any changes are necessary, contact our customer service team as soon as possible.

4 | DAMAGED DELIVERY

EXTERIOR INSPECTION: 

Upon delivery, customers are required to inspect the external packaging for any visible damage, even if it appears suspicious!

In the event of damaged packaging, customers must indicate "DAMAGE" next to their signature on the Proof of Delivery (POD) document or electronically sign accordingly.It's essential to note ''DAMAGE'' since OAKO validates compliance by verifying the carrier-uploaded documents.

*Writing "DAMAGE" on personal documents held by the customer does not fulfil the policy requirements.

 

INTERIOR INSPECTION:

• Customers must inspect the interior of delivered items for any damage within 24 hours of receipt.

• Report damages promptly to OAKO Denmark via email at info@oakodenmark.dk. Include a detailed description and attach pictures of BOTH exterior and interior damage.

 

CONSEQUENCES OF NON-COMPLIANCE:

• Failure to report damages within 24 hours may result in the inability to claim compensation or replacements.

• OAKO Denmark cannot pursue CMR insurance claims for damages if customers do not follow the outlined reporting procedures. Therefore, the responsibility for damages reported after the specified timeframe lies with the customer. Following the policy ensures 100% support from OAKO in case of inconveniences.

 

IN CASE OF DAMAGE:

• If any of your ordered items have been delivered damaged, and you've adhered to our policy by promptly noting the damage on the Proof of Delivery (POD) documents and providing us with all necessary details within 24 hours via the info@oakodenmark.dk email, rest assured that we are committed to resolving the situation with your patience and understanding.

• OAKO reserves the right to determine the most appropriate solution, whether it involves replacing the product or collaboratively finding a solution to fix the damage with the client's assistance. We work closely with clients to identify suitable resolutions, maintaining the authority to make the final decision based on the specific circumstances.

• Should the replacement of a wooden part be necessary, please note that it may take 2-8 weeks for the replacement to arrive, given that each wooden detail is handmade. If OAKO deems it necessary, damaged items may be returned. Importantly, clients are not responsible for covering any transportation costs, their support is valued as both parties work towards a resolution.

• It's essential to emphasize that no moral compensations are applied. In the event of attempted rudeness from the client's side, OAKO retains the right to refuse assistance. We appreciate your cooperation and understanding as we strive to resolve the situation and ensure your satisfaction with our products and services.

5 | LEGAL CONSIDERATIONS

• Customers are encouraged to understand their rights under EU consumer protection laws.

• OAKO Denmark complies with these regulations and expects customers to follow the specified procedures for reporting damages.

 

6 | DELIVERY LIABILITY POLICY

At OAKO, we are committed to providing a seamless delivery experience for our customers. However, please understand that once your shipment is handed over to our carrier, it is beyond OAKO's control. We are not liable for any delays or minor issues that may arise during the delivery process, as these matters are governed by the carrier’s policies and procedures.

CARRIER RESPONSIBILITY:

After OAKO transfers your shipment to the carrier, we cannot influence the duration of the delivery process. Any delays or changes to the delivery schedule are the responsibility of the carrier.

MULTIPLE PACKAGES:

Depending on the items you order, your shipment may be divided into multiple packages to comply with carrier policy and packaging size limitations. This practice also helps minimize potential damage during transit. Please note that we are not liable for any consequences if the carrier chooses to deliver them separately.

CARRIER PROCEDURES: 

Once your shipment is handed off, all handling, tracking, and delivery procedures are managed by the carrier. OAKO cannot directly affect the timing or handling of your delivery.

SUPPORT AND ASSISTANCE:

If you have questions or require assistance regarding your shipment, our team is here to help. While we will do our best to support you, please understand that we can only influence the situation to a certain extent from our side.

OAKO is not responsible for any issues other than damages that occur during transit. If your order is damaged, please refer to our Delivery Policy ( 4 | DAMAGED DELIVERY) for instructions on how to proceed.

OAKO Denmark is not responsible for compensation related to delivery reschedules by the carrier, lost packages (though rest assured, we will always ensure you receive a brand-new product if a package is lost), or items being delivered on separate dates. These situations are managed by the shipping carriers, and we encourage customers to reach out directly to the delivery company for any compensation related to inconveniences caused during transit.

We appreciate your understanding and cooperation regarding our delivery policies. Our goal is to ensure your experience with OAKO is positive, and we remain committed to providing you with the best support possible throughout the process.