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 £3,000. The applicable charge will be shown at checkout.

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

Yes – for smaller items, we offer Click and Collect to any OKA store from just £10. Simply select your preferred store at checkout.

Read more about our click and collect shipping rates.

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 £3,000, 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 £3,000, and our charges remain competitive for our sector.

We’ve introduced a small tiered fee to reflect the cost of picking, packing, and transporting Click & Collect orders to your chosen store. These costs have risen in line with increases in wages, employment costs, and fuel. Even with this charge, we still cover some of the cost ourselves, and our rates are consistent with other premium homeware and furniture brands.

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 £3,000, 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.

Once your order is ready for collection, we’ll hold it in store for 14 days. We’ll contact you to let you know when it’s ready and may send reminders during this time.
If your order isn’t collected within 14 days and we’re unable to reach you, your order may be cancelled and a full refund will be issued to your original payment method.
If you need a little longer to collect your order, please get in touch with your chosen store and we’ll do our best to help.

OKA Gift Cards are available to buy online, in-store or by contacting our Customer Service team. We have both physical and e-gift cards available to purchase

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 - the recipient will receive the e-gift card on the day requested when placing the order. Physical Gift Cards are sent via Royal Mail Special Delivery, and, if ordered by 1pm, will be delivered the next working day before 1pm. A signature is required upon receipt.

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 (0)1235 433 930 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.

You will receive an email when the Click and Collect order has arrived in-store and is ready to be collected. You will also receive reminder emails across a two week period after which the order will be cancelled/refunded.

Orders are held for 14 days from receipt in the showroom. We notify you via email when it arrives and allow you 14 days to collect before cancelling/refunding the order if we have not received contact from you. In some cases, we are able to hold on for longer if instructed to do so; you will need to contact the specific showroom directly to make these ad hoc arrangements.

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.

You are able to arrange your own international shipper if you prefer. You can either arrange to collect directly from our warehouse in Oxfordshire or we can deliver to the mainland UK address of your shipper for either £30 or £6 depending on the items you have ordered. To organise either of these, please call our Customer Service team on 03330 042 042.

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.

Please see our Returns Information for full details on how to return items purchased via mail order, in-store, or online, plus a list of items excluded from our returns policy.

Please see our Returns Information page for full details on how to return items purchased via mail order, in-store, or online, plus a list of items excluded from our returns policy.

Yes – items bought in the sale can be returned within 14 days and are subject to our standard returns policy.

• South Godstone & Bicester Outlet stores: Items purchased in our outlet stores are sold as seen and are not covered by our standard returns policy. These items are classed as seconds or end of line, meaning they may be damaged, previously on display, or discontinued. Any damage will be clearly indicated at the time of purchase.
• Online Outlet: Items purchased from our online outlet follow our standard returns policy and can be returned within 14 days of delivery. See our Returns Information for details.

Yes, delivery charges are refundable when you cancel your entire order within 14 days of delivery. Express delivery refunds include only the cost of our standard delivery service. Heavy and fragile delivery charges are refunded in full. Delivery charges are not refunded for partial returns or returns made after 14 days. For faulty or damaged items, delivery charges are always refunded in full.

With furniture deliveries, if you're not completely satisfied with your order when it arrives, our two-man delivery team can take it away free of charge. If you reside in the UK, you can return your items up to 14 days after you've accepted a delivery, but please note this will incur a collection charge of £50, which will be deducted from the refund amount. For more information on how to request a return, please view our returns page here.

We offer 14 days from delivery for you to decide if your purchase is right for you. If your OKA item develops a manufacturing fault within six months of purchase, we will repair or replace it free of charge, or exchange it for a like-for-like item if the original is out of stock. For more information, see our Returns page.

Our delivery team will always try to place your furniture in the room of your choice. However, if it’s not possible due to access restrictions, the item will need to be returned via our standard collection process. From 1 September 2025, our delivery teams are no longer able to take items back on the same day if refused at delivery, as doing so delays the rest of the route. Instead, a collection will be booked for a later date, and a collection fee will apply.

Collection charges for returned items are based on the value and type of goods being collected. Please see our Returns Information for the current charges.

If your items were delivered by DPD, you will need to contact our Customer Service team within 14 days of delivery to arrange the return. You can also start your return via our Returns Portal.

If your items were delivered by AIT, our delivery partner for heavy and fragile goods, please contact our Customer Service team within 14 days of delivery to arrange a collection. Collection charges apply unless the return is due to a fault or damage.

If you live outside the UK, returns must be arranged and paid for by you. For more information on our returns process for overseas customers, please see our Returns page.

The Made-to-Order Guarantee is our
commitment to the quality, craftsmanship and durability of eligible
Made-to-Order products. It provides additional protection for specified
structural and workmanship components and reassurance that we will support you should
a manufacturing fault occur.

The guarantee applies to eligible
Made-to-Order products purchased directly from OKA.

Yes. Made-to-Order is the new name for the
Tailored by OKA offering. The Made-to-Order name is introduced with beds on 22
July 2026 and will be rolled out across channels from September 2026. The
Tailored by OKA name will be removed from all channels by January 2027.

During the transition, some order documents
or product information may still refer to Tailored by OKA. Eligibility for the
guarantee is based on the product and order date, not which of the two names
appears on the paperwork.

The guarantee applies only to eligible Made-to-Order products ordered on or after the relevant guarantee launch date.

Product Type: Made-to-Order beds
Eligible order date: On or after 22nd July 2026
Guarantee position: Eligible beds are covered under the Made-to-Order Beds Guarantee

Product Type: Made-to-Order sofas and armchairs
Eligible order date: On or after 1st September 2026
Guarantee position: Eligible sofas and armchairs are covered under the Made-to-Order Beds Guarantee

Product Type: Stafford range
Eligible order date: Excluded
Guarantee position: The Stafford range is not covered by the Made-to-Order Guarantee, even while it remains within the Made-to-Order offering until the end of December 2026.

No. The Made-to-Order Guarantee applies
only to eligible Made-to-Order products and does not automatically apply to
every product within the Made-to-Order range.

Made-to-Order beds have different cover
periods from Made-to-Order sofas and armchairs. The Stafford range is excluded
from the guarantee.

The guarantee covers manufacturing defects and material failures occurring during normal domestic use. The cover differs by product type and component.

Made-to-Order beds

Components: Timber frames and structural joinery. Springs webbing and suspension systems. Workmanship, including stitching and mechanism failures.

Guarantee period: 2 years

Applies to eligible orders from: 22 July 2026

Made-to-Order sofas and armchairs

Component: Timber frames and structural joinery.

Guarantee period: 30 years

Applies to eligible orders from: 1st September 2026

Components: Springs webbing and suspension systems. Workmanship, including stitching and mechanism failures.

Guarantee period: 2 years

Applies to eligible orders from: 1st September 2026

No. Fabric is not covered under the
Made-to-Order Guarantee. This does not affect your statutory rights where a
product is faulty, not as described or not of satisfactory quality.

The guarantee does not cover:
• General wear and tear
• Cushion softening, compression or flattening over time
• Pilling, fading or colour changes
• Fabric creasing or natural settling
• Surface scratches or cosmetic damage
• Accidental damage
• Pet damage
• Misuse or improper use
• Lack of maintenance
• Commercial use
These are considered normal characteristics of furniture ownership or are outside the scope of the guarantee.

Furniture naturally changes with use and
age. Examples include cushion softening, fabric creasing, minor marks and
scratches, natural ageing of materials and colour changes caused by sunlight
exposure. These changes are not considered manufacturing defects.

Made-to-Order Goods and Customer Own Material Goods can be cancelled free of charge within 48 hours of the date and time shown on your order acknowledgement email or paper receipt.
After this 48-hour period, cancellation may still be accepted at OKA’s discretion, but a cancellation charge of 50% of the item price will apply.
This cancellation policy is separate from the Made-to-Order Guarantee and is subject to OKA’s Terms and Conditions of Sale.

Yes. When making a claim, you will need
your order number, account details or another form of proof of purchase.

Contact our Customer Services team with
details of the issue. In most cases, we will ask for photographs or videos to
help assess the claim. Where necessary, we may arrange an inspection.

We may ask for:
• Photographs showing the full product
• Close-up photographs of the issue
• Videos showing movement, noise or failure where relevant
• Your order number or proof of purchase
• A description of how and when the issue occurred

We aim to acknowledge claims within five
working days and propose a resolution within fifteen working days. Some claims
may require further assessment and could take longer.

Depending on the circumstances, OKA may
repair the product, replace it with an equivalent item, offer a partial refund
reflecting the use already received, or offer a payment to reflect any loss in
value caused by the defect. The most appropriate solution will be determined
based on the circumstances of the claim.

Not usually. Most claims can be assessed
remotely using photographs or videos. If a return, collection or inspection is
required, OKA will discuss the appropriate arrangements with you.

If an exact replacement material or finish
is no longer available, OKA may offer the closest suitable alternative
available at the time of the claim.

No. This guarantee is provided in addition
to your rights under the Consumer Rights Act 2015 and any other applicable
consumer protection legislation.