Returns Information

 

Not Quite Right? Not A Problem

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’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 in which it was received, and we’ll refund the cost of the piece – no questions asked. 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.

 

Small Items

Via Parcelforce Returns:

  • To return part of/all the items in your order, please use the Parcelforce returns label enclosed (keep the customer use only detachable strip at the bottom for reference of your parcel tracking number).
  • Please complete the returns advice on the back of the invoice enclosed, so we know what you are returning and why. This is important as we need the invoice to process your return.
  • Please pack and label your item/s carefully to ensure they are not lost or damaged in transit. Items must be unused, in their original packaging, with tamper seals intact.
  • Finally, please drop off at your local post office who will take it from there.
    We will aim to refund you in ten working days upon receipt of arrival at our warehouse; occasionally, we may be able to initiate a refund at the point of collection.

Via Parcelforce Collections:

  • To book a collection please visit: https://collections.parcelforce.net/oka.
  • Follow the steps on the portal to book a collection time that suits you.
  • Please enter the code RET1 in the box labelled return code.
  • You can return your items free of charge via Parcelforce Collection up to 30 days after you've accepted a delivery.

To a store:

  • Small items can be returned to any store, except OKA at Hoopers, Tunbridge Wells – see below for details.
  • We ask that you return products to us unused, in their original packaging, with tamper seals intact. Please note that heavy and fragile items cannot be returned to any of our stores.
  • Please bring a proof of purchase with you (store, email or gift receipt), along with the original method of purchase, ie, credit/debit card. Our stores are unable to offer refunds on cash purchases of £200 or more. Instead, they will refund the amount by way of a bank transfer or OKA Gift Card.

Returns 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.

Full terms and conditions can be viewed below.

 

Heavy & Fragile Items

Be sure to check your item’s method of delivery. “Heavy” items can include mirrors, dining chairs and rugs, among other pieces.

Our delivery service is operating as normal with a few additional precautions in place. When your order arrives, our white-glove delivery men will remove all packaging and place it in your room of choice. If you’re not completely satisfied, they can take it away with them, completely free of charge.

If you reside in mainland 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 refund amount. To do this:

  • Fill out a Returns Form and include it with your items.
  • Call our Customer Service team on 03330 042 042 and they will organise for your items to be collected. Please be aware, it may take up to 28 days for collection (40 days for more remote areas).
  • Your refund will be processed upon return of the item/s to our warehouse. It usually takes three to five days to credit your card from that date.
  • Occasionally, we may be able to initiate a refund upon collection.

Please note that if you live overseas, returns must be organised at your own expense.

Full terms and conditions can be viewed below.

 

Trade And Interior Design:

Trade clients: to return heavy or fragile items, contact the Trade team at trade@oka.com within 30 days of delivery to arrange collection.

Please note a fee will apply.

Interior Design clients: to return heavy or fragile items, contact the Interior Design team at designservice@oka.com within 30 days of delivery to arrange collection.

Please note a fee will apply.

 

Tailored By OKA:

Please refer to the Heavy & Fragile items returns information above.

Please note that after you place an order you have 48 hours in which to make alterations or cancel it free of charge. In the event of cancellation or significant changes 48 hours after placing an order, you will be charged a restocking fee and only entitled to a refund of 75% of the original amount paid.

After 60 days, regrettably we cannot offer any refunds on returned items. In the rare case that your product is faulty we will offer to fully refund or replace it.

 

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 cards, fabric by the metre, made-to-order and bespoke pieces, mattresses, purchases made in our Didcot and South Godstone outlet stores, ex-display and limited edition items are excluded.
  • Your refund may take up to 10 working days to process from receipt at our warehouse and will be made to the original payment method.
  • Items must be returned in the condition in which they were purchased.
  • This does not affect your statutory rights.

Returns Address:

OKA Direct Ltd
166 Purchas Road
Didcot
Oxfordshire
OX11 7BF
Registered Number in the UK: 3722366

To ship to addresses outside UK, please visit our USA Store