FREQUENTLY ASKED QUESTIONS

We have put together some of the more commonly asked questions to give you some information about In The Oaks and the services we offer.  

If you have any other questions, please just contact us at the Studio.

• Getting Started
• Design 
• Off-the-Shelf Designs and Products 
• Materials
• Orders
• Delivery
• Returns and Refunds
• Contact Us

GETTING STARTED

DO I NEED TO BE A BUSINESS TO WORK WITH YOU?

We work with all types of clients from individuals seeking that truly personalised gift right through to large brands and corporates, all attracted by our flexible service offering, impeccable service standards, perfect finishing and friendly yet professional service.  With our professional laser machines, we can just as easily produce intricate one-off works as we can process mass production runs, all to the same high standards.

CAN I JUST GET AN IDEA OF PRICES OR SEE IF MY IDEA IS VIABLE?

Our team are always happy to have an informal chat about any ideas and provide a rough estimate of costs or formal quote depending on what stage of the design and fabrication process you are.  We can help formalise ideas, discuss materials and manage budgets.  

MY FRIEND OWNS A LASER MACHINE, IS THAT NOT THE SAME? 

Our lasers are powerful.  They are professional machines capable of cutting, marking, etching and engraving cleanly and safely with a large variety of laser-safe materials at our production facility.  They are fast and efficient.  Owning a machine is only part of the process, it is the skill in using it which really counts.  With In The Oaks you also have access to our design skill to ensure vector designs work both aesthetically and practically, our expertise in getting the very best results from our laser machinery, use of vetted safe quality materials and also our expertise in final fabrication and finishings.  This ensures all items are absolutely perfect on dispatch and is what makes our products stand out from the rest.

DESIGN

DO I NEED TO HAVE A FINAL DESIGN BEFORE I COME TO YOU?

The beauty of In The Oaks is our flexibility and skill diversity.  We can work with clients through all or individual stages of the design and fabrication process so whether you are just working through a concept; need an idea digitalised into a working file; if you have a design ready for fabrication; or, just want a ready-made design or product from our catalogue, we can help with a tailored service bespoke to your needs.

IF I AM DESIGNING A PRODUCT MYSELF, WHAT FORMAT DO MY FILES NEED TO BE IN?

For a fabrication-only service, we require a digital vector format file using the following formats: AI, SVG, DXF.  Please contact our team who can send you a checklist to ensure the file and design is fit for fabrication.  On submission, our fabrication team will audit your files to ensure compatibility before a Confirmation of Order is sent.  If you have a file in a different format or are unsure on your design, please just speak to our team who will be happy to advise and can convert or amend files on your behalf.  

WHO OWNS THE INTELLECTUAL RIGHTS TO DESIGNS?

When using our in-house studio designs, In The Oaks retains ownership of the intellectual property rights.  When commissioned to design on behalf of a client (design service), these rights then pass to the client once payment has been received in full, as detailed in the Confirmation of Order.  When providing a Fabrication-only service, the client retains their own design intellectual property rights.  In all cases, we retain a limited license to display in marketing materials as appropriate.  See our Design terms and conditions for full details.

ARE THERE ANY LIMITATIONS ON WHAT ARTWORK OR DESIGNS CAN BE USED?

In advance of submitting any artwork or designs, we ask that you have obtained all permissions, consents, licenses or otherwise needed.  We will also require written approval for the use of any trademarks, logos or registered designs.  

CAN YOU MAKE A SAMPLE OF A DESIGN?

Laser technology is fantastic for prototyping so we can definitely create a mock up or actual single sample for you to review.  You can use cheaper materials to allow for multiple version modelling, take the opportunity to explore varied materials and finishings or just run a solo run to ensure the end product is perfect for your brief.  Speak to our team for more information.

OFF THE SHELF DESIGNS AND PRODUCTS

DO I NEED MY OWN DESIGNS?

The benefit of the In The Oaks offering is its flexibility.  We can help with new designs, develop existing, or, we offer a fabrication-only service, it really is up to you.  We also excel at prototyping so we really can offer as much or as little design help as your project needs.  Our Fabrication team will always audit files before Confirmation of Order.

CAN I BUY AN OFF THE SHELF PRODUCT AND THEN HAVE IT PERSONALISED?

We have lots of designs ready to fabricate and even products held in stock ready for personalisation or tweaking, just speak to our team.   Alternatively, take a look at our Retail Store for inspiration and instant purchase.  As all items are designed in-house, we can amend and personalise as you wish.

MATERIALS

DO YOU HOLD MATERIALS IN STOCK?

We hold a vast array of materials and samples here at the Studio and can source many more from our audited suppliers, often overnight or source alternatives.  Laser technology allows us to work with a huge number of materials and our team are happy to guide you through the materials list and advise on lead times.  Our in-house stock levels vary due to the bespoke nature of our work but we try to hold the most popular in stock for instant use.  

CAN YOU HELP ME CHOOSE A MATERIAL AND FINISHINGS?

Our expansive design and fabrication expertise means we are well placed to help guide you through material and finishing decisions to find the right material and finish to suit for your project, a decision which works both aesthetically but also practically.  Materials not held in stock can be sourced by our supply team where we are happy to pass on any trade discounts negotiated. 

CAN I USE MY OWN MATERIALS?

As long as our machines can practically work with a material, and it is safe for both our machines and team, we are happy to work with client-sourced material.  If a material is new to us, we may require an in-house fabrication test prior to full approval to ensure we can produce a correct level of finish.  Any materials provided must be supplied with a data sheet and approved by us for use prior to Confirmation of Order.

ARE THERE ANY MATERIALS YOU CAN NOT USE?

We are unable to work materials containing PVC (Poly Vinyl Chloride) as these emit gases which are harmful to both our team and machines.   See here for a list of materials we can and tend not to work with. 

ORDERS

IS THERE A MINIMUM ORDER?

Due to the flexibility of digital fabrication technology, there is no minimum order.  We can easily produce one off designs through to mass production runs, all to the same exacting high standard.

HOW QUICKLY CAN YOU PROCESS AN ORDER?

Our standard lead time is usually just 2-3 working days depending on Studio workload.  If you need something urgently though, contact the team and, depending on the design, material, finishing and machine availability, we can turn around jobs in just hours.  See lead times for more information.

HOW DO I PAY FOR MY ORDER?

We accept all major credit and debit cards, BACS payments and other payment methods with consent.  We use third-party payment transaction services (Starling, Square, PayPal and Stripe) to process all transactions using industry-standard encryption systems.  No potentially sensitive information is retained or stored with us after the transaction.  

HOW DO I OPEN A 30-DAY CREDIT ACCOUNT?

If you would like to apply for a 30-day credit account, please contact our finance department who will administer your application.  Once approved, we will invoice with 30-days payment terms.  Approved clients also get access to our 'In The Oaks Partnership' with associated offers, promotions, discounts and bonuses.  Ask our team for more details.

CAN I CANCEL OR AMEND AN ORDER?

You are free to cancel or amend an order up until the point of Confirmation of Order.  Unfortunately, due to the bespoke nature of projects, once payment has been taken and the order is in production, orders cannot be cancelled.  If you do need to make any changes after this point, do contact the Studio as soon as you can and we will see if anything can be done.  

WHERE IS MY ORDER?

Once dispatched (and if available with your delivery option selection), we will immediately send a link in order to track the parcel.  Please note, some orders are split shipped and dispatched in multiple parts, so you may receive multiple dispatch notices.  For any problems, please contact the Studio.

DO I HAVE TO PAY CUSTOMS CHARGES?

In The Oaks is unable to advise what customs charges may be applied to international shipments.  Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the client and will not be covered by In The Oaks.  

I HAVE NOT RECEIVED MY ORDER?

If you have placed a multiple item order and part is missing, shipping may have been split.  This is especially likely if your order is large.  Please check the delivery note included with the items you have received, or your dispatch confirmation.  Alternatively, contact the Studio and we can check for you.  If you have not received your items within the timeframes indicated on the dispatch information, please contact the Studio and we can advise.

DELIVERY

HOW LONG DOES DELIVERY TAKE?

We have a selection of reliable delivery methods to suit your budget and timeframes.  Expected delivery dates will be confirmed on the Dispatch Confirmation:

• Standard Delivery - typically 3-5 working days
• UK Next Day Delivery
• Choose a Delivery Date 
• Studio Collection - by appointment
• International Delivery

HAS MY ORDER BEEN DISPATCHED? 

As soon as your order is dispatched, we will notify you with tracking details (if available).  We will try to notify you of any delays.  Please advise the Studio of any delivery problems within two days of the expected delivery date so we can investigate for you. 

CAN I COLLECT MY ORDER DIRECT FROM THE STUDIO?

We are always happy to meet clients in person and you are more than welcome to collect your order from the Studio by appointment.  We can contact you to arrange a convenient time once the order is ready for collection.

RETURNS AND REFUNDS

CAN I RETURN OR EXCHANGE AN ORDER?

Unfortunately, due to the bespoke nature of our work we cannot offer refunds or exchanges unless a product is faulty or damaged.  For faulty or damaged items, please contact the Studio straightaway and we will walk you through the process.  See our Returns Terms and Conditions.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR DAMAGED ITEM?

All products are meticulously hand checked by our team to ensure perfection prior to dispatch.  We then ask that orders are checked immediately on receipt or collection (see Inspection and Acceptance of Goods).  In the unlikely event of a problem, please contact the team with a brief description and photographs and we will walk you through the next steps.  Please do not independently return items without prior Returns Authorisation as sadly we will not be able to cover these costs.

CONTACT DETAILS

If you have any further queries or need help with your order, please just contact our team and we will be happy to help.