We offer a 14-day return policy on all our items, which means you have 14 days from delivery to request a return.
Your item/s must be in the same condition that you received it, unused and in its original packaging to be to be eligible for a return. Please open you're item carefully and do not dispose of the original packaging or use the equivalent.
Whilst in your possession it's 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 point of delivery back to our factory.
To give notification of return, please email us on hello@oswaldandpablo.com. It's unlikely returns will be accepted if a notice of return has not been recieved prior. 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 are not available through our standard website listings. This includes orders which customers own material has been used, as well as products which are in stock and sold as seen.
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 of 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 item, 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's a minor fault, it maybe something that we can organised to be rectified in your home, so 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 hello@oswaldandpablo.com
Refunds
Upon receiving your order back to our factory, we will notify you of receipt and inspection will be made. Your refund will be processed by our accounts and refunded to your original payment method.
Failed Delivery Attempt
With the exception of smaller items, all our orders are delivered by our 2 man delivery partners who will call or text in advance to book in 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 no one available to take 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.
