Contact The Merchant's Mark for Bespoke Oak Enquiries

Whether you have a question about one of our products, would like to discuss a bespoke piece, or need help with an existing order, we’d be happy to hear from you.

All of our products are individually made to order in the UK, so if you have something specific in mind, please get in touch and we’ll let you know what may be possible.

Bespoke & Personalised Enquiries

Many of our products can be personalised or adapted to suit your requirements.

If you’re contacting us about a bespoke piece, it helps if you include as much information as possible, such as:

• The product or style you are interested in;
• Approximate dimensions;
• Names, dates, wording or engraving required;
• Any particular design ideas;
• Where the product will be used;
• Your preferred finish, where applicable; and
• Any deadline or required delivery date.

If you have artwork, a logo, photograph or reference image that may help explain what you are looking for, please mention this in your message.

Existing Orders

If your enquiry relates to an existing order, please include your order number wherever possible so that we can locate your order quickly.

You can contact us about:

• Order progress;
• Delivery questions;
• Changes to an order;
• Returns and refunds;
• Damaged or incorrect items; or
• Any other problem with your purchase.

Because our products are made to order, please contact us as soon as possible if you need to change any personalised wording, dimensions or other specifications.

Damaged or Faulty Items

If your order has arrived damaged, has been manufactured incorrectly or you believe there is a fault, please contact us as soon as reasonably possible.

Where possible, include your order number and photographs showing both the product and any relevant packaging. This helps us understand what has happened and resolve the issue more quickly.

Product Questions

Our products are made from natural materials including solid oak, so every piece will have its own individual grain, colouring and character.

If you have questions about timber, dimensions, finishes, outdoor suitability, care requirements or any materials used in a product, please contact us before ordering.

If you have a known allergy or sensitivity to a particular wood, oil, wax, paint or finishing product, please let us know before purchasing so that we can confirm, where reasonably possible, the materials used.

Response Times

We aim to respond to enquiries within 1–2 working days.

During particularly busy production periods, bespoke enquiries may occasionally take a little longer where we need to check materials, dimensions or manufacturing requirements before replying.

Handcrafted in Britain · Solid Hardwood· Made to Order · Bespoke Available