FAQs

We deliver across the UK and internationally. For deliveries outside the UK, please contact our Customer Service team on +44 (0)1235 433 930 for details and a quotation. Availability, timescales and charges for international deliveries vary depending on the service, accessibility, local customs regulations, transport mode and shipment size.

Lead times depend on the delivery type and your postcode:

• Parcel Delivery (small items) – up to 5 working days if in stock.
• Express Parcel Delivery – up to 2 working days if in stock.
• Fragile Delivery – up to 10 working days for UK mainland and up to 20 working days for UK offshore addresses.
• Heavy Delivery – up to 10 working days for UK mainland and up to 20 working days for UK offshore addresses.
• International Delivery – up to 40 days, depending on destination and service.

If your order contains backordered items, it will be despatched once all items are in stock unless you arrange otherwise with our Customer Service team.

Delivery charges vary by order value and delivery type:

• Standard parcel delivery - From £10
• Next-day parcel delivery - From £20
• Fragile delivery - From £30 for mainland UK and from £90 for Northern Ireland
• Heavy delivery - From £50 for mainland UK and from £110 for Northern Ireland

Delivery is free on orders over £1,500. The applicable charge will be shown at checkout.

Please visit our Delivery page for the full delivery fee grid, service details and timescales.

If your order contains a mix of delivery types (e.g. parcel and heavy items) or includes backordered items, they may be shipped separately by different couriers. You will only be charged for delivery once per order.

If all items are in stock and will be delivered via DPD, your order will be delivered in three to five days. If it is being delivered by our OKA 2-Person Delivery service, it will take 10 days. For international delivery, please allow up to 40 days. If your order contains an item which is out of stock and due in on backorder, the order will be despatched once all items are in stock. If you are experiencing issues with your delivery, or would like the in-stock items sent out separately, please contact our Customer Service team.

• Parcel deliveries – You’ll receive tracking details by email from our courier.
• Heavy/Fragile deliveries – Our delivery partner, AIT, will send you a link to choose your preferred delivery date. On the evening before your delivery, you’ll receive confirmation of your delivery slot, which will be narrowed down further on the day of delivery.

Heavy and Fragile deliveries are booked in advance so you can arrange to be available. If you miss your delivery, re-delivery charges will apply at the same rate as your original delivery charge.

Unfortunately, routes are pre-planned and fully booked, so we are unable to return the same day. You’ll be contacted to rebook your delivery.

AIT is our trusted two-person delivery partner for Heavy, Fragile, and Tailored by OKA deliveries. They manage the booking, routing, and delivery process on our behalf to ensure your items arrive safely and on time.

Tracking links become active once the parcel is collected from our warehouse. Please allow up to 24 hours for the link to update. If there’s no update after this time, contact our Customer Service team.

Yes – if your order has not yet been processed for despatch. Please call our Customer Service team on 03330 042 042.

For information on international shipping and lead times, please see the international orders section on our Delivery Information page here.

Please call our Customer Service team on 03330 042 042.

We’ve introduced a tiered pricing system that more accurately reflects the cost of delivering large and heavy items. Like many businesses in our sector, we’ve faced significant increases in employment costs, the National Living Wage, and fuel prices. We still cover a substantial part of the delivery cost ourselves, and we’ve actually reduced the charge for orders under £250. We now also offer free delivery on orders over £1,500, and our prices remain in line with other premium homeware and furniture retailers.

Fragile deliveries require special handling, packaging, and extra care during transportation. We’ve moved to a tiered pricing system that better reflects these costs. Rising employment, wage, and fuel costs mean we no longer fully recover our expenses, but we continue to subsidise part of the cost. Free delivery is now available for orders over £1,500, and our charges remain competitive for our sector.

We’ve moved to a tiered system that better matches the real cost of delivering parcels. The cost of wages, fuel, and packaging has increased significantly, and while we’ve adjusted our rates, we still don’t recover the full cost of delivery. We now offer free delivery for orders over £1,500, and our pricing is in line with other premium brands.

If you placed your order before 1 September 2025, the old delivery and returns charges will apply, even if you return the item after this date. Orders placed on or after 1 September 2025 will be subject to the new charges.

Yes - delivery charges are calculated based on the value and type of goods you’ve ordered, regardless of whether you bought them online or in-store.

The updated restocking fee reflects the cost of processing returned items, including collection, handling, and repackaging. These costs have risen due to higher wages, employment costs, and fuel prices. We continue to absorb part of this cost, and the fee is in line with the rest of the premium furniture and homewares market.

If you placed your order before 1 September 2025, the old delivery and returns charges will apply, even if you return the item after this date. Orders placed on or after 1 September 2025 will be subject to the new charges.

If you cancel your entire order within 14 days of delivery, we will refund your original delivery charge. If you chose standard delivery, the full delivery charge will be refunded. If you chose express delivery, we will refund the standard delivery portion only (express upgrades are non-refundable). For heavy or fragile items, the full delivery charge will be refunded, as this is the only delivery method offered. If you return only part of your order, delivery charges are not refunded. However, if your return is due to a faulty or damaged item, we will refund your delivery charge in full.

No – the collection charge is based on the value of the items you’re returning, not the value of your original order.

OKA E-Gift Cards can be purchased online or through our Customer Service team. Physical Gift Cards are only available to purchase in our stores.

OKA Gift Cards can be used in any of our stores, via mail order and online. To redeem your gift card online, you will need to be logged into your OKA account or sign-up for one here. Then, when you are ready to checkout, please enter the gift card details in the boxes provided

OKA E-Gift Cards will be sent to the recipient by email on the date selected when placing the order.

Physical Gift Cards are only available to purchase in-store and are no longer available for delivery.

OKA Gift Cards are excluded from our returns policy.

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 already be saved, making the ordering process much quicker and easier for you. You can also add items to a wish list.

Yes, your card details are completely secure. OKA is fully PCI DSS (Payment Card Industry Data Security Standard) compliant. See pcisecuritystandards.org for further information.

Simply type the name of the item into the search bar and press “search”, or find a product using our category pages.

Yes, you can place an order over the phone with our friendly and helpful Customer Service team on 03330 042 042 or (+44)203 510 7812 if you are outside the UK. Our Customer Service team is available from 9am to 5pm Monday to Friday.

Unfortunately we are unable to offer discounts for cash payments.

You can cancel your order at any time before it has been despatched from our warehouse. Please contact our Customer Service team if you would like to cancel an existing order.

We accept Visa, Mastercard, American Express and PayPal. Your payment will be processed immediately upon ordering.

The order cannot be amended if you have already received a despatch email or if it has already been processed by the warehouse. If you need further information on your order, please contact our Customer Service team on customerservice@oka.com or on 03330 042 042.

If you can't see all the items you've ordered on your despatch email or invoice, it means the missing items are either temporarily out of stock, or are part of a separate delivery. Please refer to the original order confirmation which will have all the items and due dates on it. If items are not showing on an invoice it means they have not yet been processed and therefore not been charged for.

For information on individual Store opening hours, please see our store page here.

If one of your items has been delayed, please contact our Customer Service team on customerservice@oka.com or 03330 042 042 who may be able to arrange for in-stock items to be despatched ahead.

We are unable to arrange collection from our warehouse by a customer's own shipper or freight forwarder.

However, we can deliver your order to a UK address. From there, you can arrange for your chosen shipper or freight forwarder to collect the order and continue its onward journey.

Click & Collect is a free service that uses stock already held at your selected OKA store.

Ship to Store uses stock held at our warehouse, which is picked, packed and delivered to your selected store. A delivery charge applies.

For further information, including expected timeframes, please visit our Ship to Store page.

Click & Collect is available only when:

• Every item in your order is eligible for Click & Collect
• Every item is available at the same selected store
• All items are suitable for store collection

Orders containing a mixture of eligible and ineligible items cannot use Click & Collect.

Heavy, fragile and other products identified as home-delivery-only are not eligible.

Click & Collect will only be shown at checkout when the entire order qualifies.

Click & Collect orders are normally ready within two to four days of the order being placed, although this is an estimate and may vary.

We will email you when your order is ready. Please do not travel to the store until you have received your Ready to Collect email.

No. Once your order has been placed, the store team will check that all items are available.

Your initial order confirmation does not mean that the order is ready to collect.

We will send you a separate Ready to Collect email once the store has prepared your order.

If one or more items are unavailable, we will contact you to discuss the available options.

Please bring your confirmation email showing your order number.

You, or anyone collecting on your behalf, will need to show the confirmation email and sign a collection form when collecting the order.

Yes, someone else can collect your order on your behalf.

They will need:

• The confirmation email showing your order number
• The card used to pay for the order
• The cardholder’s driving licence or passport

They must also have your permission to collect the order.

Once your order is ready for collection, we will hold it at your selected store for 14 days.

We will contact you when it is ready and may send reminders during this period.

If your order is not collected within 7 days and we are unable to reach you, it may be cancelled and a full refund issued to your original payment method.

If you need longer to collect your order, please contact your selected store before the 14-day period ends.

Our new free Click & Collect service is available for eligible orders placed on or after 22 September 2026 and uses stock already held at the selected store.

Before 22 September 2026, the service called Click & Collect used stock sent from our warehouse to the selected store and was subject to a delivery charge. This service is now called Ship to Store.

Orders placed before 22 September 2026 remain subject to the service and delivery charge agreed when the order was placed.

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.

Some of our stores have items that are only available to buy in-store. Chelsea has a selection of limited-edition items, while South Godstone offers Outlet items that are ex-display, seconds or end-of-line pieces. Likewise, we also have an online Outlet featuring products not found in our Outlet stores. These are all end-of-line items in excellent condition.

The majority of our collection is available to view 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 OKA at Hoopers, Tunbridge Wells – we stock smaller pieces of furniture and lots of accessories to give you a taste 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 viewed online.

The promotion code box is on the payment details page of the checkout – just enter your code and apply.

One of the following reasons could explain why your promotion code isn’t working:

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, eg, 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 our Customer Service team.