Returns Policy - OKA
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Returns

Not quite right? Not a problem.

Whilst we want you to love every piece as much as we do, we understand that sometimes things just aren’t quite right. As such, we’re happy to offer you 30 days to make up your mind. If you decide something isn’t for you, simply return it to us in the same condition it was received and we’ll refund the cost of the piece – no questions asked. What’s more, in the rare event your OKA piece develops a manufacturing fault within 6 months of purchasing, we’ll replace it free of charge.


Terms and conditions:

  • Refunds are offered when items are returned to us within 30 days of receipt.
  • Replacements are like-for-like. Where the same product is not available, a similar product up to the same value will be substituted.
  • Gift vouchers, fabric by the metre, made-to-measure and bespoke pieces, outlet store, ex-display and Limited Edition items are excluded.
  • Our returns process must be followed – see below for details.
  • Your refund may take up to seven working days to process from our receipt and will be made to the original payment method.
  • Items must be returned in the condition they were purchased.
  • This does not affect your statutory rights.

If you wish to return an unwanted or damaged item, simply follow the instructions below. Remember to include a completed Returns Form so your refund or replacement can be arranged


How to return heavy or fragile items free of charge:

When your item arrives, our white-gloved delivery men will remove all packaging and place in the room of your choice. If you’re not completely satisfied they can take it away with them, completely free of charge. Please note: it is possible to return heavy and fragile items after you've accepted a delivery, but there is a charge of £50 to do this.

  • To process your request, please fill out a Returns Form and include it with your items.
  • Please call our Customer Services Team on 03330 042 042 within 30 days of receiving your goods.
  • Our team will organise for your items to be collected. Please note it may take up to 28 days for collection (40 days for more remote areas).

How to return smaller items free of charge:

Return via our delivery service:

  • Please fill out a Returns Form and include it with your items.
  • Please call our customer services team on 03330 042 042 within 30 days of receiving your goods.
  • Our team will organise for Parcel Force to collect your order from you, free of charge.
  • We ask that you return products to us unused, in their original packaging with any tamper seals intact.
  • Please ensure that returns are packed and labelled carefully so that they are not lost or damaged in transit.

Return to a store*:

  • Smaller goods can also be returned to any of our stores (*excluding OKA at Hoopers, Tunbridge Wells - see below).
  • We ask that you return products to us unused, in their original packaging with any tamper seals intact.
  • Please bring a proof of purchase with you (i.e. store receipt, gift receipt or email order confirmation).
  • Any returned goods must be returned to us within 30 days of delivery (online/mail order) or purchase (in-store) for a refund.

Return to OKA at Hoopers, Tunbridge Wells:

Products purchased from OKA at Hoopers, Tunbridge Wells must be returned directly to that store to process a refund. Products purchased from any of our other stores cannot be returned to OKA at Hoopers, Tunbridge Wells.



Returning damaged goods:

We're happy to replace any damaged goods you might have received - all we ask is that you follow the returns process above to ensure a quick and easy replacement. Once we have received the original damaged items at the warehouse, we will despatch your replacement goods as soon as possible.


Unfortunately, we're not able to give refunds for the following items:

  • Unwanted items returned after 30 days.
  • Items without a completed Returns Form (for returns via our delivery service).
  • Damaged items not notified by telephone to us within 30 days.
  • All bespoke items including made-to-measure curtains and blinds.
  • Any orders of fabric by the metre.
  • Gift Cards.
  • Delivery charges
  • Outlet items purchased in South Godstone or Abingdon (does not apply to online outlet items).
This does not affect your statutory rights.

PayPal Returns:

If you chose to pay for your order online using PayPal, your return will be processed 2 working days later if you choose to return it to one of our stores.


Trade & Interior Design Returns:

If you are a Trade or Interior Design client and wish to return a large, heavy or fragile item, please contact the Trade or Interior Design Team on 01235 433948 within 14 days of delivery to arrange collection of your unwanted goods. Our charges for returning large items are as follows:

  • Returns value under £5,000: £50 fee per item
  • Returns value between £5,000 - £10,000: £800 flat fee
  • Returns value over £15,000: £1,500 flat fee

If you wish to return smaller items, please see our standard returns policy for details and exclusions.


Returns Address:
OKA Direct Ltd
170 Brook Drive
Milton Park
Abingdon
Oxfordshire
OX14 4SD
Registered Number in the UK: 3722366
VAT Registration Number: GB740 4676 33