Got a question about an order, one of our home and garden products, or our service in general?
Our customer service team is here to help — and always aims to reply promptly, clearly, and with genuinely useful answers.

The Best Way to Reach Us

Email is easily the quickest and most reliable channel. Reaching us that way lets us look into your query thoroughly and reply with a comprehensive answer that covers everything you need to know.

Response Times

Messages sent to the email address above are typically answered within 24 to 48 hours on working days.
Messages received at weekends or on bank holidays are dealt with on the next working day.

During particularly busy periods — around bank holidays, seasonal sales, or major promotions — reply times may occasionally stretch a little longer. In those situations we kindly ask for your patience, and can assure you every enquiry will be properly looked after.

What to Include in Your Message

To help us handle your query as smoothly and thoroughly as possible, please try to include:

• Order number — if your message concerns an existing order
• Full name — as it appeared on the original order
• Email address — used when the order was placed
• Clear description of your question or the issue you've come across
• Clear photographs — particularly useful in the case of damaged or defective items

How We Can Help

Our customer service team is here to help across a wide range of topics, including:

• Questions relating to the status or tracking of your order
• Returns, exchanges, and refund enquiries
• Product details and availability across our home and garden range
• Complaints regarding damaged or defective goods
• General questions about our website or your customer account
• Your suggestions and feedback to help us keep improving our service

Business and Legal Enquiries

Business or legal enquiries — for instance, those relating to partnerships, business relations, or legal matters — should also be sent to our main email address contact@oakven.com, ideally with a clear note in the subject line. Your message will then be routed to the appropriate department without unnecessary delay.

Privacy of Your Communication

When you contact us by email, the personal information you provide is used solely for handling your enquiry, and is processed in line with the applicable data protection legislation. Further details are available in our Privacy Policy.

Provider Information

Full legal information about our company is available on our Legal Notice page.