We can deliver anywhere in the world. If you live abroad and require delivery, please contact our Customer Service team on +44 (0)1235 433 930 for full details and a quotation.
We have put together a list of frequently asked questions and their answers below. If we haven’t covered your question or you’d like more information, please don’t hesitate to contact our Customer Service team by calling 03330 042 042 or +44 (0)1235 433 930 from outside the UK or emailing: [email protected].
Customer Service opening hours
Monday to Friday: 9am to 5pm
Saturday: 10am to 2pm
Standard delivery (light items) - up to five working days (if items are in stock).
Fragile delivery (items marked with a lightning bolt symbol) - up to 10 working days for UK Mainland addresses and up to 20 working days for UK Offshore addresses.
Heavy delivery (items marked with a lorry symbol) - between 10 and 20 working days, depending on your delivery postcode.
Please check our full delivery information (including prices, postcode areas and timescales). If the item is not in stock at the time of order, an estimated despatch date will be given.
Standard delivery - £6
Fragile delivery (items with a lightning bolt symbol) - £15
Express delivery (for non-heavy and fragile items) - £10
Heavy delivery - £49
International delivery - the delivery charge is subject to availability of service, accessibility to property, local customs costs/regulations, transport mode and shipment size. Please see our delivery information for details or call +44 (0)1235 433 930.
No matter how many items you order, you only pay one delivery charge, even if some items are not in stock and your order is therefore split over two or more deliveries.
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 menu at the checkout.
Fragile items cannot be collected from Parsons Green due to limited storage space.
As for heavier items, this is subject to storage space at the store, so please call our Customer Service team to discuss this option.
We always try to deliver whole orders but sometimes this isn’t feasible. 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 about your delivery, please contact our Customer Service team.
If all items are in stock and are going via Parcelforce then your order will be delivered in 3-5 days. If it is being delivered by our White Glove Delivery Service it will take 10 days. For international delivery allow up to 40 days. If there is something out of stock, the order will be sent out 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 on [email protected]
If your order is being despatched via OKA delivery, you will receive an email and follow up phone call. If it is being despatched via Domestic Distribution (our trusted partner in fulfilling heavy/fragile furniture deliveries) you will receive a text and an email regarding your delivery date.
When an item due date is delayed by more than 7 days after you've placed your order, you will receive an email notifying you of the delay and providing the new expected date. If you don't receive this please contact our Customer Service team on [email protected]
Heavy/Fragile deliveries are booked in advance to allow you to arrange your availability accordingly. We offer a date and a time slot which is further narrowed down on the day of delivery. The drivers will also call you when they are on their way. However, if you do miss the delivery in most instances we are not able to return to you on the same day as the routes are predetermined and fully booked. You will be contacted to rearrange delivery and we will try to deliver your order as soon as possible.
That's not a problem as long as we have sufficient notice. Please email [email protected] to rearrange. Please note that in most cases changing a booked date will result in additional lead time which can be up to 10 working days depending on order size and delivery area.
Under certain circumstances we can hold onto stock for a few weeks depending on how big the order is. This should be specified at the point of purchase but we understand situations can change. We don't officially charge a storage fee but we will process the order and take payment if delivery has already been arranged.
We give time slots for delivery, but if the order is not going to arrive when scheduled or has been significantly delayed, you will be contacted. Please be patient, but if the driver is more then an hour late call our Customer Service team on 03330 042 042 or email on [email protected]
Heavy/Fragile deliveries are booked in advance to allow you to arrange your availability accordingly. We offer a date and a time slot which is further narrowed down on the day of delivery. The drivers will also call you when they are on their way. However, if you do miss the delivery, in most instances we are not able to return to you on the same day as the routes are predetermined and fully booked. You will be contacted to rearrange delivery and we will try and deliver your order as soon as possible.
OKA vans predominantly deliver within the M25 and Oxfordshire region, and Domestic Distribution (DD) are our experienced and trusted delivery partner in other regions. We have used DD for a number of years and their drivers know our products and White Glove Delivery protocols inside out.
Your tracking link is generated when your order is selected and placed in a delivery box. Parcelforce collects from the warehouse twice daily. Please allow 12 to 24 hours for the tracking to become visible. If it's still not showing updated information after 24 hours, please get in touch with the Customer Service team at [email protected]
As long as the order has not yet been processed and despatched it can be amended. Please call our Customer Service team on 03330 042 042 and they will make the change.
The initial delivery charge placed on the order is an estimation of how much it will be based on the items being purchased: Standard items have a £30 charge, fragile £95 and furniture £500. Once the order has been placed a defintive quote for shipping the order will be obtained. The quote is dependent on the size and weight of the items and the distance they are being sent. All of our quotes are exclusive of any customs or clearance charges.
For information on international shipping and lead times please see the international orders section on our Delivery Information page here.
Our prices and shipping quotes don't include destination customs and clearance charges. Unfortunately we're unable to calculate this as the cost is set by the destination country, but you will have to pay a customs charge in addition to our shipping costs if being shipped internationally.
For progress of the despatch and delivery of your order please contact our Customer Service team via telephone on 03330 042 042.
OKA Gift Cards are available to buy online, in-store or by contacting our Customer Service team.
OKA Gift Cards can be used in any of our stores, via mail order and online. To redeem your gift card online, please log in to your OKA account or sign up for one here. Then choose the Gift Card section and enter the code on the back of your card.
Gift vouchers 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.
Gift cards are excluded from our returns policy.
PLACING AN ORDER
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, and from 10am to 5pm on Saturday.
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 [email protected] 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 [email protected] 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 and Didcot have a selection of limited edition items, while South Godstone and Didcot offer outlet items, which are ex-display, seconds or end-of-line pieces. Likewise, we also have an online outlet featuring products not found in either of 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.
RETURNS AND REFUNDS
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.
Yes, items bought in the sale can be returned within 30 days and are subject to our standard returns policy.
Items purchased in our South Godstone or Didcot outlet stores 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.
Should you have to return an item, please note we are unable to refund any delivery charges paid on your original order.
With furniture deliveries, if you're not completely satisfied with your order when it arrives, our white glove delivery men can take it away free of charge. If you reside in the UK, you can return your items up to 30 days after you've accepted a delivery, but please note this will incur a collection charge of £50, which will be deducted from the the refund amount. For more information on how to request a return, please view our returns page here.
While 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 offer 30 days to make up your mind once the order has been delivered. What’s more, in the rare event your OKA item develops a manufacturing fault within six months of purchasing, we’ll 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 returns information please see our Returns page here.
Part of our White Glove Delivery Service for furniture entitles customers to return unsuitable items on the day of delivery and still receive a full refund. Our drivers will try their very best to fit the products into the room of choice however if it is not possible they will return the goods for a full refund.
Part of our White Glove Delivery Service for furniture entitles you to return unsuitable items on the day of delivery and still receive a full refund. Our drivers will endeavour to fit the products into room of choice however, if it's not possible, they will return the goods for a full refund.
To return your small item/items please use the Parcelforce returns label enclosed with your order. Please complete the instructions on the back of the invoice so that we can process your return and pack your items carefully. Then drop your items off at your local post office and we will refund you within 10 working days upon receipt of its arrival at our warehouse. For more returns information please see our Returns page here.
Please note that if you live overseas, returns must be arranged yourself and organised at your own expense. For more information on our returns process, please visit our Returns page here.