Frequently Asked Questions
We have put together a list of frequently asked questions and their answers below. Hopefully you will find answers to all your questions here, but if not, please call our Customer Service Team on 0844 815 7380 (or on + 44 1235 433 930 from outside the UK), drop us an email using email@example.com or speak to a member of our team via Live Chat (available when you see the icon at the bottom right of your screen) and they will be delighted to help.
Customer Service opening hours:
Monday to Friday: 9am - 9pm
Saturday: 9.30am - 5.30pm
Where do you deliver?
We can deliver anywhere in the world. If you live abroad and require delivery, please contact our Customer Service Team on +44 1235 433 930 for full details and a quotation.
When will I get delivery?
Standard delivery - within 5 working days (if items are in stock)
Express delivery (not available for heavy items) - if ordered before noon, it will be delivered on the next working day. Please note that this service is not available on weekends or bank holidays.
Fragile Delivery (for items marked with a lightning bolt symbol) – up to 15 working days for UK Mainland addresses and up to 20 working days for UK Offshore addresses.
Heavy delivery (for items marked with a lorry symbol) – between 5 and 20 working days, depending on your delivery postcode.
Please click here for full delivery information (including prices, postcode areas and timescales). If the item is not in stock at the time of order, an estimated dispatch date will be given.
Can I track my Parcelforce Delivery?
Yes, we will send you a tracking number on your order confirmation email. This will enable you to track your order here on the Parcelforce website.
How much is delivery?
Standard delivery - £4.98
Fragile delivery (items with a lightning bolt symbol) - £4.98
Express delivery (for non-heavy and fragile items) - £9.96
Heavy delivery (items with a lorry symbol) - £30
International delivery – the delivery charge is subject to availability of service, accessibility to property, local customs costs/regulations, transport mode & shipment size. Please see our delivery information for details or call +44 1235 433930.
No matter how many items you order, you only pay one delivery charge, even if the items are not in stock and your order is therefore split over two or more deliveries.
Can I have my order delivered to the showroom?
For smaller items, we offer a free Click and Collect delivery option when you order online – just select your preferred store from the drop down option at the checkout. For full Click and Collect details (including timescales), please click here.
Fragile items cannot be collected from Parsons Green due to limited storage space.
For heavier items, this is subject to storage space at the store, so please call our Customer Service Team to discuss this option.
Why do I have more than one delivery; where are my other items?
We always try to deliver whole orders where possible but sometimes this isn’t possible. If you have ordered a combination of both standard and heavy items, they will be delivered by different couriers. It may also be a result of one or more of your items currently being out of stock, which will have been highlighted at the time of ordering. If you require further information re. your delivery, please contact our Customer Service team on 0844 815 7380.
Will you take away my old sofa, bed or other large item of furniture?
If you live within the M25, we are able to offer a disposal service for like-for-like heavy items. There is a £25 charge for this service. Unfortunately, we are unable to offer this if your delivery address is outside the M25.
Placing an Order
Do I need to set up an account to place an order online?
You can still place an order online without an account. Having an account just makes it easier for future orders, as your addresses and details will be already be saved, making the ordering process much quicker and easier for you. You can also add items to a wish list. Click here to create an online account with us.
Are my card details secure on your system?
Yes, your card details are completely secure. OKA is fully PCI DSS (Payment Card Industry Data Security Standard) compliant. See www.pcisecuritystandards.org for further information.
How do I find an item from the catalogue online?
Simply type the 5 or 6 digit product code next to the product information in the catalogue into the search bar at the top of the screen and press ‘search’. If a product is out of stock, it will not appear in the search results. Alternatively, you can type in a keyword or the name of the item in the search bar, or find a product using our categories.
Can I order over the phone?
Yes, you can place an order over the phone with our friendly and helpful Customer Service Team on 0844 815 7380 (or on +44 1235 433 930 if you are outside the UK). Our Customer Service Team is available from 9am to 9pm Monday to Friday, and from 9.30am to 5.30pm on Saturday.
Can I have a discount if I pay in-store by cash?
Unfortunately we are unable to offer discounts for cash payments.
How do I cancel my order?
You can cancel your order at any time before it has been despatched from our warehouse. Please contact our Customer Service team on 0844 815 7380 if you would like to cancel an existing order.
When will my payment card be charged?
Your payment card will be charged accordingly when each item is despatched.
How can I check when a certain product is available?
Our website is constantly updated with current stock availability. You can also check in-store with a member of the team or call our Customer Service Team on 0844 815 7380.
Why can’t I find an item online that I saw in one of your stores?
Some of our stores have items that are only available to buy in-store. Chelsea and Abingdon have a selection of Limited Edition items, whilst South Godstone and Abingdon offer outlet items, which are ex-display, seconds or end-of-line pieces. Likewise, we also have an online outlet section featuring products not found in either of our outlets. These are all end-of-line items in excellent condition.
Can I see your full collection in every store?
The majority of our collection is available to see in our two flagship stores – Chelsea and Froxfield. In larger stores, we try to show highlights and best-sellers from our collection (alongside a selection of outdoor furniture in our country stores), and in smaller stores - such as Parsons Green and OKA at Hoopers, Tunbridge Wells - we stock smaller pieces of furniture and lots of accessories to give you a taster of the full range. If there is something you are looking for in particular, then please call ahead to check it is available to view. Our full collection can be seen in the Directory and online.
Where do I enter my promotion code?
The promotion code box is on the payment details page of the checkout – just enter your code and click ‘apply’.
Why isn’t my promotion code working?
One of the following reasons could mean your promotion code doesn’t work:
1) The promotion code has expired – please check the promotion end date in the terms and conditions.
2) There is a mistake in the code – have you have entered the code exactly as it appears?
3) There are restrictions – items in your basket may not meet the promotion code terms we have set, i.e. full-price items, order total over a certain amount, items must be from a certain product category, single use only, etc. If you have checked the three suggestions above and believe your promotion code is valid, there may be a technical problem so please speak to one of our Customer Services Team on Live Chat or call 0844 815 7380.
Returns and Refunds
How can I return an item?
Please see our returns information for full details on how to return items purchased mail order, in-store or online, plus a list of items excluded from our returns policy.
Can I return sale items?
Yes, items bought in the sale can be returned within 28 days and are subject to our standard returns policy.
Can I return outlet items?
Items purchased in our South Godstone outlet or Abingdon outlet section are sold as seen and therefore our standard returns policy does not apply to these. Outlet items are classed as seconds or end of line, which means they are either damaged, have previously been on display or are now discontinued. Any damage on an item will be clearly indicated at the time of purchase.
Items purchased from our online outlet follow our standard returns policy and therefore can be returned. See our returns information for details.