Refund Policy.
We want you to be completely happy with your Clarke & Oak order. If something is not right, we will do our best to put it right quickly and fairly. Here is exactly how our returns process works.
What can be returned.
A quick overview of refund eligibility for each product. The full detail is below.
Signature Planner
Eligible for return and refund if unopened, unused and in original packaging, requested within 14 days of receipt. Return postage is at your own cost.
Signature Bookmark
Eligible for return and refund on its own under the same terms, unopened and unused, within 14 days of receipt.
Signature Duo
Eligible for a return and refund if both items are unopened, unused and in original packaging, within 14 days of receipt.
Damaged Orders
If your order arrives damaged or faulty, contact us within 48 hours with your order number and a photo. We will arrange a replacement or full refund at no cost to you.
Wrong Item Received
Contact us within 48 hours of delivery. We will arrange for the correct item to be sent and collect the wrong one, at no cost to you.
Gift Orders
If you received a Clarke & Oak order as a gift and would like to return it, contact us with the original purchaser name and order details. We assess each request individually.
Refund eligibility in detail.
If your situation is not covered below, please contact us and we will respond within 2 business days.
| Situation | Refund | Replacement |
|---|---|---|
| Unopened item returned within 14 days | Yes | — |
| Opened or used item | No | No |
| Item returned after 14 days | No | No |
| Order arrived damaged or faulty | Yes | Yes |
| Wrong item received | Yes | Yes |
| Order lost in transit | Yes | Yes |
| Gift order | Assessed individually | Assessed individually |
| Change of mind after 14 days | No | No |
Return postage is the responsibility of the customer, unless the item arrived damaged, faulty, or it was the wrong item, in which case we cover the cost.
How to make a return.
Please do not send anything back before contacting us first, as we may not be able to process unrequested returns.
Email us first
Send your order number, the item and your reason for return, within 14 days of receiving your order.
Wait for our response
We will confirm eligibility within 2 business days and share our return address and next steps.
Package it securely
Use the original packaging and a tracked postal service where possible.
Refund processed
Once received and inspected, your refund is processed within 5 to 10 business days to your original payment method.
Refund FAQs.
Who pays for return postage?
Return postage is the customer's responsibility, unless the item was damaged, faulty, or we sent the wrong item, in which case we cover it.
How long does my refund take?
Once we receive and inspect your return, your refund is processed within 5 to 10 business days to your original payment method.
Can I return a planner I have already written in?
Unfortunately not. We can only accept items that are unopened and unused, for hygiene and product integrity reasons.
My order arrived damaged. What should I do?
Contact us within 48 hours with your order number and a clear photo. We will arrange a replacement or full refund at no cost to you.
Can I exchange for a different edition?
We do not currently offer direct exchanges. Return your unopened item within 14 days and place a new order, and we will help make it smooth.
What if my order is lost in the post?
If it has not arrived within 10 working days of dispatch, contact us. We will investigate with Royal Mail and arrange a replacement or refund if confirmed lost.
Please email us with your order number before sending anything back. We respond within 2 business days.
Contact Us