Refund policy

Our Policy on In-Stock Items

We have a 7-day return policy for items that are in stock, which means you have 7 days after receiving your item to request a return.

Return Eligibility: The item must be in the same condition you received it – unused, with tags, and in its original packaging.

Starting a Return:

  1. Shoot us an email at twooaksstudios@gmail.com to let us know you'd like to make a return.
  2. We'll then provide instructions on how to get the item back to us. Please note that return shipping costs are the responsibility of the buyer. Our return address is: 1194 Crestbrook Lane SW / Mableton, GA 30126

Questions? We're happy to help! Just email us at twooaksstudios@gmail.com.

Our Policy on Custom Orders: A Few Things to Know

Because each piece we create at Two Oaks Studio is custom-made just for you, we don't offer returns or exchanges. We put a lot of care into every step of the process, from selecting the wood to the final finishing touches. We also thoroughly inspect each piece during and after construction to ensure it meets our high standards.

  • What Happens If There's an Issue?

In the rare case that your furniture is built incorrectly or has a defect (as defined in Built by Hand: The Heart of Two Oaks Studio’s Craftsmanship), we'll happily replace the piece or correct the issue. Remember, the natural characteristics of wood (like variations in grain or knots) are part of what makes each piece unique and are not considered defects.

If your furniture arrives damaged from shipping, we'll take care of it! Just make sure to note the damage on the delivery receipt, take photos, and contact us right away, as per the delivery instructions.

  • A Note About Color and Wood Variation:

Since every piece of wood is unique, there will be slight variations in color and grain. We do our best to create a cohesive look, but these natural variations are part of the beauty of working with solid wood. We encourage you to keep this in mind when placing your order, as we're unable to offer returns or refunds based on color variations. Because every piece is made to order based on your specifications of size, style, and wood species, we cannot offer refunds for buyer's remorse.

Damages and issues

In the rare case that you received the wrong item, your item has been built incorrectly or has a defect (as defined in Built by Hand: The Heart of Two Oaks Studio’s Craftsmanship), we'll happily replace the piece or correct the issue. Remember, the natural characteristics of wood (like variations in grain or knots) are part of what makes each piece unique and are not considered defects.

If your item arrives damaged from shipping, we're here to help! Just make sure to note the damage on the delivery receipt, take photos, and contact us right away, as per the delivery instructions (see Getting Your Furniture Home: Delivery and Pickup Options).

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, gift cards, digital goods or services, or any services rendered.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Any fees that we are not able to recoup from processing the purchase or assessed to us will also be deducted from the refund amount.

If more than 15 business days have passed since we’ve approved your return, please contact us at twooaksstudios@gmail.com.