OKA Terms and Conditions

In these T&Cs:

‘We’, ‘us’ or ‘our’ means Oka Direct Limited, a company registered in England and Wales under company number 03722366. Our registered office is at 166 Purchas Road, Didcot, Oxfordshire, OX11 7HJ. Our VAT number is GB740 4676 33; and

‘You’ or ‘your’ means the person buying goods from us.

If you don’t understand any of these T&Cs and want to talk to us about it, please contact our Customer Services Team.

1. Introduction

1.1 if you buy goods either via our website or in our store (‘Goods’) you agree to be legally bound by these T&Cs. These T&Cs are only available in English.

1.2 When buying Goods you also agree to be legally bound by:

1.2.1. our website terms and conditions, which can be found here: https://www.oka.com/uk/help/terms;

1.2.2 extra terms which may add to or replace some of these T&Cs. This may happen due to changes to our goods, prices, guarantee or delivery terms, changes to our business needs or supply structure, or for technical or legal reasons. We will post the updated version of the T&Cs on our website, at which point they will apply to any future orders (but will not affect any existing orders); and

1.2.3 specific terms which apply to certain goods, including:

1.2.4.1 Tailored by OKA Goods which are goods made to your specifications or personalised for you); and

1.2.4.2 our promotional terms and conditions if applicable to the Goods being purchased, which can be found here: https://www.oka.com/uk/help/terms/promotions;

2. Your privacy and personal information

2.1 Our Privacy Policy is available at https://www.oka.com/uk/help/terms/privacy.

2.2 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

3. Ordering goods from us via our website

3.1 Please follow the onscreen instructions taking you through the process of placing an order on the website. Please read and check your order carefully before submitting it.

3.2 When you place your order at the end of the online checkout process, we will acknowledge it by email. At this point a legally binding contract will be in place between you and us. Please ensure the details on your order confirmation email are correct and contact our Customer Services Team as soon as possible if there are any errors.

3.3 If you do not receive the order confirmation email, please contact our Customer Services Team, so that we may investigate and confirm that your order has been placed successfully.

3.4 We may contact you to say that we do not accept your order. This is typically for the following reasons:

3.4.1 the items are unavailable;

3.4.2 we cannot authorise your payment;

3.4.3 there has been a mistake on the pricing or description of the goods; and/or

3.4.4 the details of the address that you provided are not recognised or are incorrect.

4. Ordering goods and services from us in store

4.1 Below, we set out how a legally binding contract between you and us is made.

4.2 Any quotation given by us before you make an order for goods and services is not a binding offer by us to supply such goods and services.

4.3 When you decide to place an order for goods and services with us, this is when you offer to buy such goods and services from us.

4.4 When you place your order with us, we will acknowledge it in store by a paper receipt or by email.

4.5 We may contact you to say that we do not accept your order. This is typically for the following reasons:

4.5.1 we cannot carry out the services (for example, because we have a shortage of staff);

4.5.2 the goods are unavailable;

4.5.3 we cannot authorise your payment;

4.5.4 you have ordered too many goods; or

4.5.5 there has been a mistake on the pricing or description of the goods or services (or both).

4.6 We will only accept your order when we confirm this in store by way of a paper receipt or we email you to confirm this. At this point:

4.6.1 a legally binding contract will be in place between you and us;

4.6.2 we will start to carry out the services in the way you and we have agreed; and

4.6.3 we will dispatch the goods to you.

5. Right to cancel this contract

5.1 You have the right to cancel this contract in relation to any products other than Tailored by OKA Goods and Customer Own Material Goods within 14 days without giving any reason.

5.2 The cancellation period will expire after 14 days from the day on which you acquire physical possession of the goods. To meet the cancellation deadline, you need to make sure that 5.3 you contact our Customer Services Team before the cancellation period has expired.

5.4 To cancel the contract, you must inform us of your decision by contacting our Customer Services Team, or if you have already received the item, by sending a filled out Returns Form to us.

5.5 If you wish to cancel the contract in relation to Tailored by OKA Goods and Customer Own Material Goods, you must do so within 48 hours of receipt of the date and time stated on 5.6 the paper receipt or order acknowledgement email.

6. Effects of cancellation and returns

6.1 If you cancel this contract, we will refund to you all payments received from you.

6.2 We may deduct from the refund:

6.2.1 loss in value of any products, if the loss is the result of unnecessary handling by you, including removing from packaging, and damaging the products;

6.2.2 50% cancellation charge in relation to an order for Tailored by OKA Goods;

6.2.3 £50 fee for returning certain goods (for more information, please visit our Delivery page).

6.3 We will make the refund not later than:

6.3.1 30 days after the day we received back from you any goods; or

6.3.2 if you cancel the contract before the delivery of the goods takes place, 30 days after the day on which you inform us about your decision to cancel this contract.

6.4 We will not provide the refund for the following goods:

6.4.1 goods returned after expiration of 14 days cancellation period;

6.4.2 goods without a completed Returns Form (for returns via our delivery service);

6.4.3 faulty goods not notified to our Customer Services Team within 14 days of receipt;

6.4.4 Customer Own Material Goods;

6.4.5 OKA Gift Cards;

6.4.6 outlet goods purchased in our South Godstone or Didcot stores (this does not apply to outlet goods purchased online);

6.4.7 mattresses removed from their original packaging.

6.5 We will make the refund using the same means of payment as you used for the purchase, unless you have agreed otherwise.

6.6 Please see our Returns webpage for further information about returns and refunds.

7. Delivery

7.1 If you want to see your delivery options, visit our Delivery webpage before you place your order.

7.2 Any delivery dates specified are estimates and subject to change. We regret that specific delivery dates and times cannot be agreed when placing your order. However, options are available at the point of booking with our logistics team.

7.3 If something happens which is outside of our control and affects the estimated delivery date, we will let you know a revised estimated delivery date.

7.4 We are not liable for any delays and/or failures in delivery if we cannot gain access to the delivery address or under any event outside our control. Event outside our control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of any means of public or private transport.

7.5 If we cannot deliver your goods within the timeframe notified to you, we will contact you to arrange a re-delivery.

7.6 If nobody is available to take delivery, please contact our Customer Services Team as soon as possible.

7.7 You are responsible for the goods once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the goods passes to you when you take, or a third party notified by you takes, possession of the goods.

8. Delivery Services

8.1 Delivery Attempts

8.1.1 Our delivery partner will make every effort to deliver your order on the agreed delivery date. If you are not available to receive the delivery, our delivery partner will leave a card with instructions on how to reschedule delivery or collect your order.

8.1.2 A maximum of two delivery attempts will be made. If the delivery is unsuccessful after two attempts, the order will be returned to our warehouse.

8.2 Rescheduling Delivery

8.2.1 If you need to reschedule your delivery date, please contact us at least 2 working days before the scheduled delivery. We will make every effort to accommodate your request; however, we cannot guarantee that changes will be possible, even if the notice period is provided. In such cases, additional delivery charges may still apply, and you will be responsible for any fees incurred.

8.2.2 You can rearrange your delivery by calling our customer service team. Details can be found on our Contact Us page

8.3 Failed Delivery Charges

8.3.1 If a delivery fails due to incorrect delivery details provided by you or you being unavailable to accept the delivery, a re-delivery fee of £60 will be charged.

8.3.2 If the delivery fails after the second attempt, the order will be returned to our warehouse, and you will be liable for any additional delivery costs or storage fees.

8.4 Return to Warehouse

8.4.1 In the event of a failed delivery and the goods are returned to our warehouse, you will be notified via email or phone. We reserve the right to cancel the order without further notice.

8.4.2 Refunds for returned goods due to failed delivery will be subject to deduction of delivery, return, and any applicable storage charges.

8.5 Delivery Address

8.5.1 It is your responsibility to provide accurate and complete delivery details. We will not be held liable for any delays or failed deliveries resulting from incorrect or incomplete address information.

8.6 Your Responsibility

8.6.1 It is your responsibility to ensure that there is adequate access for the delivery of large items. Please notify us in advance of any access restrictions or delivery requirements.

8.6.2 You must ensure that the goods you are purchasing can be delivered into your property and within the area of intended use. This includes verifying that doorways, hallways, and any other access points are large enough and that there is sufficient space to manoeuvre the product through your property.

8.6.3 The delivery team will not move or remove any existing items or furniture. You must ensure that the area where the goods are intended to be placed is clear and ready prior to delivery.

8.6.4 If the delivery team cannot safely deliver the goods to the specified address, the delivery will be considered failed, and re-delivery fees may apply. In such cases, we would only be able to offer kerbside delivery.

8.6.5 In cases where safe delivery to the specified address is not possible, we would only be able to offer kerbside delivery. This means the goods will be delivered to the nearest accessible point outside your property, and you will be responsible for moving them to your desired location.

8.6.6 We are not responsible if the goods do not fit into your property due to access limitations, space constraints, or if the delivery area is not prepared.

8.7 Rejection of Goods on Delivery Day

8.7.1 If you wish to reject the goods due to damage on the day of delivery while our white glove delivery team is still present, they will take the goods back with them, and a refund will be processed once the goods are returned to our warehouse.

8.7.2 If you change your mind or decide not to keep the goods for reasons other than damage, the goods will remain at your property. You will need to contact us to arrange a separate collection, which will be scheduled for a different date. A collection fee of £60 applies.

8.8 Contact Information

8.8.1 For any issues related to delivery, including rescheduling or failed deliveries, please contact our customer service team. Details can be found on our Contact Us page.

8.9 Changes to Delivery Terms

8.9.1 We reserve the right to update or change these delivery terms and conditions at any time. Any changes will be effective immediately upon posting to our website.

9. International Delivery (outside UK)

9.1 If you are based outside the UK, the following terms and conditions apply:

9.1.1 international deliveries are subject to availability of service, accessibility to property, local customs costs and regulations, transport mode and shipment size. Unfortunately, we are unable to deliver OKA orders to Russia and to the Sanction Targets identified by the UK government from time to time;

9.1.2 all goods are sold on delivery duty unpaid basis, which means that if you are based outside the UK, you may have to pay customs, handling, import and/or export duties prior to or on delivery and additional taxes, fees or levies may apply according to local legislation;

9.1.3 goods transported outside the UK may require licences, clearances and other consents. You will be responsible for obtaining and maintaining any such licences, clearances and consents;

9.1.4 if you pay with an international credit or debit card, you may be subject to an additional administration/handling fee and/or any other charges that may be applied by your card issuer. Your card issuer will also determine the currency conversion rate applicable at the time of the transaction;

9.1.5 we will not be able to process VAT refunds for international customers.

10. Payment

10.1 We accept the following credit cards and debit cards and payment methods: Visa, MasterCard, American Express, Delta, PayPal, bank transfers and OKA Gift Cards.

10.2 We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. We encrypt your payment card information to ensure your transactions with us are private and protected as they travel over the internet. We accept orders only from web browsers that permit communication through Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. The encryption technique we use is certified by VeriSign. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy or breach by us of our duties under applicable laws we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

10.3 We will take the full payment for the goods immediately at the time of placing your order.

10.4 All payments by credit card or debit card need to be authorised by the relevant card issuer.

10.5 If we cannot supply you with the goods that you ordered but you have already paid for them we will refund you within 7 days.

10.6 Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 4 and 5.

10.7 The price of the goods:

10.7.1 is in pounds sterling (£)(GBP);

10.7.2 includes VAT at the applicable rate;

10.7.3 does not include the cost of delivering the goods (if you want delivery options and costs, visit our Delivery webpage before you place your order); and

10.7.4 does not include international bank charges, if any (for the avoidance of doubt, you are responsible for bearing the cost of these charges).

10.8 We reserve the right to change the prices of the goods at any time. It may be necessary to change prices either up or down, from time to time, including any alterations to the rate of VAT.

10.8 You can choose to pay using Klarna. Klarna will provide you with specific payment terms. For further information or questions regarding your payment, please visit Klarna's website or contact Klarna's customer service. 

 

 

11. Nature of the goods

11.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:

11.1.1 are of satisfactory quality;

11.1.2 are fit for purpose;

11.1.3 match the description, sample or model; and

11.1.4 are installed properly (if we install any goods).

11.2 We must provide you with goods that comply with your legal rights.

11.3 It is your sole responsibility to choose the colour of the fabrics that is suitable for your intended use of the goods, and to take all appropriate measurements in your property to ensure that the dimensions of the goods are suitable for your intended use of them.

11.4 While we try to make sure that:

11.4.1 all weights, sizes and measurements set out on the site are as accurate as possible, there may be a small tolerance of up to 1.5% in such weights, sizes and measurements in the goods;

11.4.2 the colours of our goods are displayed accurately on the site and in store, the actual colours that you see on your computer may vary depending on the monitor that you use and goods made from natural materials may not be uniform in colour or texture and natural variances may occur between fabric and wood batches and other natural materials. Please also note that natural fibres and materials may change colour with exposure to heat, moisture, abrasion and UV light.

11.5 We try to make sure that the information on this site is accurate. However, we do not promise that such information will be error free and you acknowledge that information, products and services published on this website may include inaccuracies and typological errors. If you receive the goods that do not substantially match the description on this website, you can return them to us.

11.6 Any goods sold:

11.6.1 at discount prices;

11.6.2 as remnants;

11.6.3 as substandard;

11.6.4 ex display; or

11.6.5 seconds;

11.6.6 will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

11.7 If we can’t supply certain goods we may need to substitute them with alternative goods of equal or better standard and value. In this case:

11.7.1 we will let you know if we intend to do this but this may not always be possible; and

11.7.2 you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.

12. Customer Own Material

12.1 If a product is available with the Customer Own Material option (please check the product specification to see if this option is available for your chosen item), you can supply to us any fabric or other item or ask us to order specific fabric or other item that is not on our website (Customer Own Material). We can make a product from Customer Own Material (Customer Own Material Goods) at your request.

12.2 You agree to ensure that your Customer Own Material is safe and suitable for application in the product.

12.3 We reserve the right to refuse to use any Customer Own Material.

12.4 Ownership of Customer Own Materials passes to us upon their receipt. Ownership of any unused Customer Own Materials will revert to you upon delivery to you.

12.5 We may cut, treat and deal with Customer Own Materials as we consider appropriate in the course of making the product and (unless you state in writing with your order that any unused materials should be returned to you) we may use or dispose of excess fabric or items as we think fit.

13. Faulty goods

13.1 You have certain legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). For more detailed information on your rights and what you should expect from us, please contact us or visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.

13.2 Nothing in these T&Cs affects your legal rights under the Consumer Rights Act 2015. You may also have other rights in law.

13.3 Please contact our Customer Service Team, if you received faulty goods and you want:

13.3.1 us to repair the goods;

13.3.2 us to replace the goods; or

13.3.3 to reject the goods and get a refund.

14. OKA Gift Cards

14.1 The OKA Gift Card can be used in any of our shops, via mail order and online.

14.2 Minimum amount to top-up an OKA Gift Card is £10 and the maximum limit is £1,000.

14.3 OKA Gift Cards are valid for two years from the date of purchase. OKA Gift cards will not be extended or refunded.

14.4 We are not liable for any lost, stolen or damaged OKA Gift Cards. Lost, damaged or stolen OKA Gift Cards cannot be replaced or refunded. We are not responsible for any unauthorised use of any OKA Gift Cards.

14.5 When using an OKA Gift Card as full or part payment towards your purchase transaction, the amount paid for your purchase(s) will be deducted from the balance of an OKA Gift Card. Change will not be given.

15. Ownership, use and intellectual property rights

15.1 The website and all intellectual property rights in it including but not limited to any content and our product range are owned by us, our licensors or both (as applicable). The term ‘intellectual property rights’ includes but is not limited to the following rights: copyright, trade marks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world). We reserve all of our rights in any intellectual property in connection with this contract.

16. End of the contract

16.1 If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

17. Limit on our responsibility to you

17.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for:

17.1.1 losses that were not foreseeable to you and us when the contract was formed;

17.1.2 losses that were not caused by any breach on our part;

17.1.3 business losses; and/or

17.1.4 losses to non-consumers.

18. Disputes

18.1 We will try to resolve any disputes with you quickly and efficiently.

18.2 If you are unhappy with the goods, our service to you or any other matter, please contact our Customer Services Team as soon as possible.

18.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:

18.3.1 let you know that we cannot settle the dispute with you; and

18.3.2 give you certain information required by law about our alternative dispute resolution provider.

18.4 If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.

18.5 The laws of England and Wales will apply to this contract.

19. Third party rights

19.1 No one other than a party to this contract has any right to enforce any term of this contract.