Refund policy

Last updated: 24 September 2026

Everything at Calm & Oak is made to order — printed, woven or engraved for you after you order, close to where you live. That is what keeps our footprint small and our prices honest, and it shapes how returns work.

The short version

  • Damaged, faulty or misprinted? Tell us within 30 days of delivery and we will replace it free of charge, or refund you in full. No return shipping.
  • Wrong item or wrong size sent? Same — a free replacement or a full refund.
  • Lost in transit? If a parcel has not arrived 30 days after it shipped (45 days international), we send a new one.
  • Changed your mind? Because each piece is made only for you, we cannot accept change-of-mind returns on made-to-order products. Please check sizes, colours and quantities carefully before you order — every listing has a size guide.
  • Digital downloads are delivered instantly and are non-refundable, except where the file is defective.

Cancellations and changes

You can cancel or change an order within 1 hour of placing it by emailing hello@calmandoak.com with your order number. After that the order has usually entered production and can no longer be changed.

How to make a claim

  1. Email hello@calmandoak.com within 30 days of delivery with your order number.
  2. Attach two or three photos that show the problem (the item and, for shipping damage, the packaging).
  3. We reply within one business day. Approved claims are reprinted and reshipped at our cost, or refunded to your original payment method within 5–10 business days depending on your bank.

You do not need to send the item back; where we do need it returned, we cover the postage.

What we cannot cover

  • Change-of-mind returns or exchanges on made-to-order goods (including size or colour swaps).
  • Orders shipped to an incorrect or incomplete address you provided, or parcels marked delivered by the carrier and then lost.
  • Normal variation in handmade and garment-dyed goods — slight differences in glaze, tone and print placement are part of how these pieces are made.
  • Damage from use, washing against the care instructions, or wear over time.

Your statutory rights

Nothing in this policy limits the rights you have under consumer law where you live, including the right to a remedy for goods that are faulty or not as described. Customers in the EU and UK: because these goods are made to your specification, the 14-day right of withdrawal does not apply, but your rights in respect of faulty goods are unaffected.

Questions

Calm & Oak · 10-30 Preston St, Ottawa ON K1R 7N5, Canada · hello@calmandoak.com · +1 343-882-5216