All of it happens in one place — our customer portal at support.oakandsprout.live. You need your order number and the postcode it was delivered to. There's no account and no password.

• Track an order — see where it is, and cancel anything that hasn't shipped yet
• Start or track a return — a refund, an exchange you pick yourself, or a gift card, with a free return label either way
• Make a guarantee claim — upload a photo and tell us what happened
• Check a gift card balance

It's faster than emailing us and it works at two in the morning. The Customer Area lists the same four doors.

You are welcome to return anything in its original condition within 90 days of delivery, personalised pieces included, and you choose what happens next:

• A refund to your original payment method
• An exchange for anything else we make — you pick the replacement in the portal and we create the order straight away
• A gift card, which never expires

Start at our returns portal with your order number and delivery postcode. Orders bought at more than half price are final sale. If something arrives damaged, email us and we'll make it right.

Five steps, all self-service:

1. Go to our returns portal and enter your order number and the postcode it was delivered to.
2. Pick the items you're sending back, and choose a refund, an exchange, or a gift card.
3. Print your free return label. We book and pay for a tracked label the moment you submit — there's no postage to pay and nothing to arrange.
4. Post the parcel within 28 days of booking the label. The label tells you where it can be dropped off. After 28 days the return closes and you'd need to start a new one.
5. Follow it back at support.oakandsprout.live/track. Once it reaches us and we've checked it, we action what you chose.

If you get stuck, email jennifer@oakandsprout.live.

Yes! When you start a return through our Returns Portal, choose "Exchange" and browse our full catalogue to pick your replacement.

If the new item costs less, the difference is issued as a gift card. If it costs more, you'll receive a secure checkout link to pay the difference. Your exchange order is created immediately and held until we receive your return — then it's dispatched, usually the same day.

When returning an item, you can opt for a gift card instead of a refund.

The code is emailed to you once your return is received and checked, and it works on any future order with no expiry. It's the simplest option if you plan to shop with us again.

No. When you submit a return, we book and pay for a prepaid tracked label and it's ready to print straight away. Attach it to the parcel and drop it off — the label tells you where.

From Australia or New Zealand, email jennifer@oakandsprout.live and we'll arrange your return.

Yes. Go to support.oakandsprout.live/track with your order number and delivery postcode. You'll see where your parcel is on its way back to us, when it arrived, and when we've processed what you chose.

Your exchange order is created immediately when you submit the return, but it's held until we receive your returned items. Once we confirm receipt and inspect the items, the hold is released and your replacement is dispatched — usually the same day.

If a product is out of stock, it won't be available for selection in the exchange portal. You can choose a different product, opt for a gift card to use when the item is back in stock, or request a refund.

It depends what you chose:

• Refund: we refund to your original payment method once your return reaches us and we've checked it. Your bank usually takes three to five working days to show it.
• Gift card: the code is emailed to you at the same point. It never expires.
• Exchange: your replacement is already created and waiting. It goes out once your return reaches us, usually the same day.

Yes. You'll get an email with tracking when it ships, and you can look it up any time at support.oakandsprout.live/track with your order number and delivery postcode.

The same page shows any return in progress, and lets you cancel anything that hasn't shipped yet.

You can cancel it yourself. Go to support.oakandsprout.live/track, enter your order number and delivery postcode, and cancel any item that hasn't shipped — one line, or everything still with us. There's no time limit while it's unshipped. The refund goes back the moment you confirm; your bank usually takes three to five working days to show it.

Once an item has shipped it can't be cancelled, but you are welcome to return it free within 90 days of delivery.

To change a delivery address or swap an item before dispatch, email jennifer@oakandsprout.live — that one still needs a person.

Send us a photo and we'll sort it.

If it's a fault in the piece itself — a crack, a joint, the finish — the quickest route is a guarantee claim. Order number, delivery postcode, a photo, a line about what happened. We answer in two to three working days.

If we sent the wrong thing, or the parcel arrived damaged in transit, email jennifer@oakandsprout.live with a photo and we'll send a replacement or refund you, whichever you'd rather.

Every Oak & Sprout toy is built to be handed down. If yours develops a structural fault — a crack, a joint giving way, a defect in the finish, a hardware issue — we repair or replace it, free of charge. There's no time limit, however old the order, and no receipt required.

The guarantee follows the toy, not the buyer, so gift recipients and second-hand owners are covered too. Start a claim at support.oakandsprout.live/guarantee with a photo and a line about what happened. We answer in two to three working days.

Cracks/splits from structural failure, faults in joints/engraving/finish, and hardware issues (e.g., stylus tips/fittings).

The guarantee covers faults and failures. Everyday wear is expected, and we'd rather restore a well-loved piece than see it replaced.

Replacement pieces are free — a shape lost under the sofa, a stylus tip worn smooth from tracing. Restoration — refinishing, resurfacing, real workshop time — we may ask a fair contribution towards, depending on the work. We'll tell you what's involved before we start.

Start at our claim page, or email jennifer@oakandsprout.live.

Visit our Guarantee Portal at support.oakandsprout.live/guarantee. Upload photos and a brief description of the issue, and we'll review it and get back to you with next steps — whether that's a repair, replacement, or restoration.

A return is for items you've changed your mind about within 90 days of delivery. You can get a refund, exchange, or gift card. Use our Returns Portal.

A guarantee claim is for items that have developed a fault or defect at any point in their life — even years later. Use our Guarantee Portal.

No. DIY repairs don't void it; if you'd like guidance, we'll share simple repair tips too!

Yes. The guarantee follows the toy, not the buyer.

If you have the order number and the postcode it was delivered to, our claim page handles it in a couple of minutes. If you don't — it was a gift, it was handed down, it's second-hand, or the address has changed since — the same page has a separate route. Tell us what you have and we'll take it from there.

Not required. If you have an order number or gift note, great — otherwise a few photos and the story of how it came to you are enough for us to help.

Yes. Email jennifer@oakandsprout.live with a photo and a line about what happened, and we'll arrange it with you.

We aim for a gentle “restore, not replace” approach — keeping character while making it safe and beautiful again. We'll confirm expectations before work begins.

We'll send a replacement piece, free. Start a claim with a photo, or email us — we don't need proof of purchase.

Even if your Nana bought it for your mum twenty years ago, you're still covered.

UK delivery is free on orders of £20 or more (£1.99 below that), sent with Royal Mail Tracked 48, which aims to deliver within 2–3 working days. Order before 4:30pm, Monday to Friday, and we dispatch the same day; orders placed later or at weekends go out the next working day. Need it sooner? Royal Mail Tracked 24 (next working day) is £2.95 at checkout.

We understand how eager you are to receive your Oak & Sprout treasures, and we always do our best to ensure they reach you promptly.

Australia and New Zealand: usually 6 to 10 working days after dispatch, tracked to your door.

It's free on every UK order.

Royal Mail Tracked 24 (next working day) is available for £2.95 at checkout.

To Australia and New Zealand, shipping is by parcel weight and shown in your own currency at checkout.

If your parcel has been lost, you need to notify us within 21 days as we only have 25 days to raise the issue with the courier. Please complete our contact form and a member of our customer care team will get back to you.

Yes — free, on almost everything we make. Look for the personalisation toggle just above the Add to basket button.

• Playmats — a sewn name tape
• Boards — engraved on the back
• Vehicles — an engraved wooden tag, tied on
• Block sets — engraved inside the box

Personalisation can add 1–2 working days. Personalised pieces come with the same 90-day returns and the same Multiple Lifetime Guarantee as everything else — we don’t exclude them.

We welcome custom orders. Drop us a line with your requirements. We love a project!

Yes, to Australia and New Zealand. We use Royal Mail International Tracked: your order is dispatched within one working day and usually arrives 6 to 10 working days later, tracked to your door. Shipping is by parcel weight and shown in your own currency at checkout, prices are shown without UK VAT, and there's nothing to pay on delivery for orders up to A$1,000 or NZ$1,000.

Our guarantee travels with the toy.

Yes, indeed! New customers are warmly welcomed to Oak & Sprout with a 10% discount on their initial order. Simply subscribe to our newsletter, and aside from your exclusive discount, you'll enjoy early access to sales, exclusive printables and learning resources, glimpses of our newest additions, and curated delights we're certain you'll love.

At Oak & Sprout, we accept a variety of payment methods for your convenience. This includes major credit and debit cards (Visa, MasterCard, American Express), Apple Pay, Google Pay, and Shop Pay.

We also offer Clearpay (more on that below) for those customers that wish to spread the cost over 4 instalments. Our goal is to provide you with seamless and secure options to complete your purchase.

Your security and privacy are of paramount importance to us. Oak & Sprout's website employs state-of-the-art encryption and security measures to ensure that all your personal and payment information is protected. You can shop with confidence, knowing your data is securely handled.

At Oak & Sprout, we love to treat our community! While we uphold the value and craftsmanship of our products, we also run seasonal promotions, holiday sales, and special event discounts throughout the year.

To stay updated on our latest offers, we recommend subscribing to our newsletter or following us on our social media channels.

We design heirloom wooden toys that celebrate nature's own colours. The base is oak or beech; the pops of colour come from rare hardwoods like Padauk and Purpleheart — never paint or dye. Each piece is CNC-cut and hand-finished in our Wiltshire workshop (with help from small partner workshops), then checked one by one.

Wood is wonderfully individual. Grain and tone vary, and we rotate the exotic species we use — so your toy will be very close, but not identical. That's part of the charm.

Yes. We use child-safe oils/waxes and sand smooth rounded edges. Our toys are built to UK/EU toy-safety standards (EN71). If you'd like a copy of the docs for a product, just email jennifer@oakandsprout.live.

Designed and hand-finished in Wiltshire, UK. Some components are produced by trusted small workshops; everything is quality-checked by us before it ships.

Most small-piece puzzles are 2+ due to small parts — though these are guidelines, and you know your child best. Always supervise play and follow the age guidance on each product page.

Pop us a note at jennifer@oakandsprout.live. We're a small family team and we do read every message.

You can also visit our Customer Area for self-service options including returns, exchanges, and guarantee claims.

Yes — responsibly-sourced hardwoods. We keep packaging minimal and recyclable.

A lot of the woods we work with are endangered or on the critical list. We have CITES passports for all the wood we use and actively work against illegal logging. We want the beauty and wonder that these incredible species create to be enjoyed by generations to come.

Yes, we do. Recognising the importance of educators in shaping our children's futures, we offer special discounts for bulk purchases intended for educational settings.

Please contact our team for more details on these exclusive educator offers.

Absolutely! At Oak & Sprout, we believe in celebrating craftsmanship and originality. We're always keen to collaborate with independent artisans who share our vision for sustainable, high-quality toys.

If you or someone you know crafts exceptional playthings, feel free to get in touch.

Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.

The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.

Just shop on our site and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).

If you've used Clearpay before, just log in to your Clearpay account.

Then complete your order!

Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.

Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.

Other eligibility criteria apply. See Clearpay Terms of Service for further details.

Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.

If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.

You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

If you cannot make a payment, please contact Clearpay here.

As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.

Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.

Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.

Clearpay orders are delivered within our standard delivery timeframes like any other order from Oak & Sprout.

Yes, your order value including shipping must be under £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.

Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.

Exactly the same way as any other order — through the returns portal, with a refund, an exchange or a gift card.

If you choose the refund, it goes back to Clearpay rather than to your card. Clearpay then cancels any instalments you haven't paid yet and refunds the ones you have, to the card you paid with. Keep your instalments running until we've confirmed your return has reached us.

You can see the detail in your Clearpay account.

Visit the Clearpay website here for a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policy here.