Shipping & Returns Policy

Shipping & Returns Policy

Last updated: 12 October 2026

At Oriel Woods, we want your furniture-ordering experience to be clear and straightforward. This policy explains our delivery arrangements, order processing, cancellations, returns, and how we handle damaged, defective, or incorrect items.

1. Delivery Area

Oriel Woods primarily serves customers in Karachi, Pakistan. Delivery outside Karachi may be available by arrangement, subject to confirmation of the delivery location, availability, applicable charges, and logistics before an order is confirmed.

Please contact us before placing an order if your delivery address is outside Karachi.

2. Order Processing

Ready-Made Products

For ready-made products that are available for dispatch, the typical delivery timeframe is 5–7 days. The actual timeframe will depend on product availability, delivery location, and order circumstances. Any significant delay will be communicated to the customer.

Custom Furniture

Custom furniture projects require additional planning, material preparation, and production.

Before work begins, we will confirm the agreed specifications, quotation, payment arrangements, and estimated timeline with you.

Production timelines depend on the type, size, complexity, materials, and scope of the project. The expected timeline will be discussed with you before production begins.

3. Delivery and Installation

Delivery arrangements will depend on the product or project.

For ready-made products, applicable delivery charges and available delivery details will be communicated during checkout or before order confirmation.

For custom furniture, delivery and installation arrangements will be discussed as part of the project quotation.

Please inform us in advance about access restrictions, stairs, lift availability, parking limitations, or other conditions that could affect delivery or installation.

If delivery or installation requires additional work beyond the agreed scope, any additional charges will be discussed with you before proceeding.

4. Delivery Timelines

Any delivery or completion timeline provided is an estimate unless a specific date has been expressly confirmed.

Delays may occur because of material availability, production requirements, transport issues, weather, or other circumstances outside our reasonable control. We will communicate significant delays when we become aware of them.

5. Order Cancellations

Custom Furniture

Custom furniture is prepared according to your agreed requirements.

Once production has started, custom orders generally cannot be cancelled or changed because materials, labour, and production resources may already have been committed.

Before production begins, please contact us as soon as possible if you need to request a cancellation or change. We will review the request and explain any applicable charges or refund arrangements.

This policy does not affect rights you may have under applicable law, including in cases involving defective work or failure to meet agreed specifications.

Ready-Made Products

If you need to cancel a ready-made order, contact us as soon as possible.

Cancellation may depend on whether the order has already been processed, dispatched, or delivered. We will confirm the available options and any applicable refund arrangements in accordance with our policies and applicable law.

6. Returns and Exchanges

Custom-Made Furniture

Custom-made furniture is generally not eligible for return or cancellation once production has started, except where the item is defective, damaged, incorrect, or does not conform to the agreed specifications, or where applicable law provides otherwise.

Please review and approve the dimensions, design, materials, finishes, and other specifications before production begins.

Ready-Made Products

Ready-made products are not generally eligible for returns or exchanges simply because a customer changes their mind or no longer wants the item.

If a product arrives damaged, defective, incorrect, or materially different from its agreed description, please contact us so we can assess the issue and determine an appropriate resolution.

Please contact us before returning any item. Approved returns, repairs, replacements, or refunds will be handled according to the circumstances and applicable law.

This policy does not limit any rights customers may have under applicable consumer-protection law.

7. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If a ready-made item arrives damaged, defective, incorrect, or inconsistent with its agreed description, contact us within 24 hours of delivery where reasonably possible. Include your order number and clear photographs or videos showing the issue, if available.

For custom furniture, please notify us as soon as reasonably possible if you identify damage, defects, or discrepancies from the agreed specifications.

If an item arrives damaged, defective, incorrect, or inconsistent with the agreed specifications:

1. Contact us as soon as reasonably possible.

2. Provide your order number or project details.

3. Share clear photographs or videos showing the issue, where possible.

4. Describe the problem so we can assess it.

After reviewing the information, we will discuss an appropriate resolution, which may include repair, replacement, or a refund where applicable.

Please do not attempt repairs or make alterations before contacting us, as this may make it harder to assess the original issue.

Nothing in this policy limits any rights available to customers under applicable law.

8. Refunds

Return delivery arrangements and costs will be confirmed with the customer before an approved return is arranged. Responsibility for these costs will depend on the reason for the return and applicable legal requirements. Where an item is confirmed to be defective, damaged, incorrect, or otherwise non-conforming, the appropriate resolution and associated costs will be handled in accordance with applicable law.

9. Failed or Delayed Delivery

Please ensure that your contact details and delivery address are accurate and that someone is available to receive the order at the agreed time.

If delivery cannot be completed because of incorrect information, lack of access, or the recipient being unavailable, we will contact you to arrange the next steps. Additional delivery costs, if any, will be discussed before a further attempt is arranged.

10. Contact Us

For delivery questions, cancellation requests, returns, or concerns about a damaged or defective order, please contact Oriel Woods through the contact details or WhatsApp option provided on our website.

Please include your order number or custom project details so we can assist you efficiently.