We have put together a list of frequently asked questions and their answers below. Hopefully you will find answer to any questions here, but if not, please don’t hesitate to call our Customer Service team on 0844 815 7380 (or on + 44 1235 433930 if you are outside the UK) and they will be delighted to help you.
Our Customer Service team is available from 9.00am to 7.30pm Mondays to Fridays, or from 9.30am to 2.30pm on Saturdays.
DELIVERY
Where do you deliver?
We can deliver anywhere. If you live abroad and require delivery please contact our Customer Service team on + 44 1865 342 300 for full details and a quotation.
When will I get delivery?
Standard items that are in stock will be delivered via Parcelforce within 5 working days.
Express delivery is available on Standard items for an additional charge. Express items that are in stock and are ordered before noon will be delivered on the next working day (please note that this service is not available at weekends)
Heavy Goods items marked with the LORRY symbol or FRAGILE items marked with the fragile symbol are delivered via special courier. If items are in stock they will take five working days to addresses within the M25, and fifteen working days to addresses outside the M25.
Can I track my Parcelforce Delivery?
Yes, we will send you a tracking number on your order confirmation email. This will enable you to track your item(s) on the Parcelforce website.
How much is delivery?
Standard delivery of Standard and Fragile items marked [fragile symbol] is charged at £4.98. Express delivery for these items is £9.96. Heavy Goods items marked [lorry symbol] require a two-man delivery and are charged at £30.
Can I have my order delivered to the showroom?
Yes, if you would prefer to collect your order from one of our showrooms please order by telephone and request this option. The showroom will be in touch when your order is ready for collection.
Why do I have more than one delivery; where are my other items?
This may be a result of your order consisting of a combination of both Standard and Heavy Goods items marked [lorry symbol], which are delivered by different couriers (please see above for the differing delivery methods/timings). It may also be a result of one or more of your items currently being out of stock, this will have been detailed when you placed your order but if you require further information please contact our Customer Service team on 0844 815 7380.
Will you take away my old sofa, bed or other large item of furniture?
Yes, within the M25 we offer a disposal service for like-for-like Heavy Goods items marked with a [lorry symbol]. There is a £25 charge for this service. Unfortunately we are unable to offer this if your address is outside the M25.
PLACING AN ORDER
Are my card details secure on your system?
Yes, your card details are completely secure. OKA is fully PCI DSS (Payment Card Industry Data Security Standard) compliant. See https://www.pcisecuritystandards.org/ for further information .
Can I order over the phone?
Yes, to order over the phone please contact our Customer Service team on 0844 815 7380 (or on + 44 1865 342 300 if you are outside the UK). Our Customer Service team is available from 9.30am to 7.30pm Mondays to Fridays, or from 9.30am to 2.30pm on Saturdays.
Can I have a discount if I pay by cash?
Unfortunately we are unable to offer discounts for cash payments.
If an item is out of stock and I change my mind about ordering the item, can I cancel my order?
Of course, you are able to cancel your order at any time before it has been despatched from our warehouse. Please contact our Customer Service team on 0844 815 7380 if you would like to cancel an existing order.
STOCK AVAILABILITY
How can I check when a certain product is available?
Our website is constantly updated with current stock availability, you can also check in-store or by calling our Customer Service team on 0844 815 7380.
Why is a product being discontinued?
We discontinue products for a variety of reasons principally to keep our collection fresh and seasonal and to make way for new products.
Why do you launch products that aren't in stock?
This is something that we work really hard to avoid, unfortunately on some occasions we experience delays from our suppliers or shipping agents and this results in stock being unavailable on launch. In such instances we will always quote an accurate delivery timeline.
Why do items go out of stock for long periods?
We are constantly updating our range and work hard to keep our collection fresh and seasonal. From time to time we may ‘rest’ products, but we listen closely to customer feedback and if there is enough demand for a product that has been ‘rested’ then we will sometimes bring it back.
SHOPS
How do I get to one of your shops?
Please have a look at our shop pages for full address details and a map of each shop’s location. If you would like further guidance please don’t hesitate to call the shop in question and someone there will be delighted to help you.
What are your opening times?
Please have a look at our shop pages for full details of individual shop opening times.
Do you have parking available?
Please have a look at our shop pages for details of available parking at individual shops. Unfortunately at some of stores, particularly in London, parking facilities are restricted.
Can I take items away from the store?
Customers are able to take away most small items from a store, if the store has sufficient stock. Customers are also able to order large items of furniture to pick up from a store if that is more convenient than having an item delivered.
Can I use my credit note in a different store?
Unfortunately this is not possible at the moment but it is something that we are working on and hope to have up and running soon.
PRODUCT QUERIES
Where can I see the full range of OKA products?
The full range of OKA products are currently available to view at our Chelsea flagship store in London and at our store in Froxfield, Wiltshire. Alternatively, you can view the full range of products online.
Where are your products made?
We take great trouble to source unique, beautiful and well-made products and we travel all over the world in order to find the very best craftsmen and manufacturers. At present the majority of our products are made in the Far East and in Europe.
Are your products ethically sourced?
We are keen to ensure the very highest ethical standards throughout OKA. To this end, each of our manufacturers is visited regularly and we work hard to ensure that all key contracted suppliers adhere to OKA’s Code of Conduct.
Is your packaging eco-friendly?
Much of the materials used in our packaging are recyclable and we would ask that you recycle any disposable packaging where facilities exist.
Which items can be made bespoke?
We are constantly adding to our range of bespoke items, please contact our Design Team on 0844 815 7382 for current details.
Are your products flat-packed?
The majority of our products are not flat-packed but are supplied as seen on the website or in the catalogue. There are a very small number of exceptions and in these instances it is clearly marked in the product description. Any home assembly required is very simple and quick (we speak from experience!)
Is your All-Weather ‘Rattan’ really all-weather?
Yes! Our All-Weather ‘Rattan’ furniture is made from durable synthetic ‘rattan’ on a lightweight, rust-proof aluminium frame. It is impervious to the elements and may be left outside all year round. Accompanying cushions are water-resistant but are best stored inside over the winter. Please see our care guide for full details on how to look after our All-Weather ‘Rattan’ furniture.
FABRICS & UPHOLSTERY
Is it possible to purchase your upholstery fabric by the metre?
At the moment it is not possible to purchase our upholstery fabric by the metre. It is possible however to buy additional loose covers for many of our loose-covered sofas so if you think that re-covering may be necessary in the future, this is a sensible option.
Are your sofas Scotch Guarded and do you provide this?
Our sofas are not delivered Scotch Guarded and unfortunately this is not a service that we offer. However, most professional dry cleaners will Scotch Guard a loose cover at time of cleaning if required.
Is your plain linen fabric suitable for upholstery?
We don’t recommend our plain linen fabric for use in upholstery as in general we would recommend a heavier weight fabric. Our plain linens are best suited for soft furnishings such as curtains, blinds, drapes and cushion covers.
Are your fabrics (for example your sofa covers) suitable for dyeing?
We strongly recommend that you don’t risk dyeing our fabrics, if you choose to do so it is undertaken at your own risk.
Do your upholstered items come in loose covers?
We have a wide selection of loose-covered sofas and modular units in our range. Please see our furniture section for full details where each product is clearly described as either loose-covered or upholstered. If you need any further clarification please contact our Customer Service team on 0844 815 7380.
Can items be upholstered in fabrics other than those shown in the catalogue?
This is not something that we offer at present; our fabrics are carefully selected and are an integral part of any design. It is possible for you to get something re-covered by your own upholsterer after you have taken delivery if that is your preference (although this is done at your own risk and your own expense).
What is the weight of the lining of your curtains?
Our curtains are lined with 100% cotton with a weight of 160gsm.
Do you make curtains or blinds to measure?
Yes, we offer a bespoke curtain and blind-making service. Please contact our Design Team on 0844 815 7382 for further details.
PRODUCT MAINTENANCE
Do you sell touch up paint?
Unfortunately we are unable to sell touch up paint and if your furniture becomes scratched, chipped or damaged we recommend that you seek professional help in order to restore it. The majority of our painted finishes are applied by hand and in many cases are ‘distressed’ and finished by experts so it is not simply a matter of a quick ‘touch up’. See our care guides for full details of how to look after and maintain your painted furniture.
SAMPLES
Do you have wood samples/ fabric swatches that we can take home?
We can supply fabric swatches for you to take home. Unfortunately we are unable to supply wood samples.
GUARANTEE
Are your products guaranteed? If so, for how long?
OKA does not guarantee any of its products. This does not affect your statutory rights.
DISCOUNTS / PROMOTIONS
Are you going to be having a big sample sale again?
We have no current plans for a Sample Sale, but seconds are generally available for purchase through our outlet stores and samples can be purchased from time to time in OKA’s other stores. Sign up to our mailing list for up to date details of any future Sample Sales..
Can I order your seconds online?
Unfortunately it is not possible to buy seconds on-line. We feel that it is important that you are able to view any flaws or damage in person before making a purchase, as all seconds are sold as seen and no refunds are available.
If I wanted to purchase a seconds item, can you send me a photograph of the damage to the item?
Unfortunately we are unable to send photographs of seconds. We feel that it is important that you are able to view any flaws or damage in person before making a purchase, as all seconds are sold as seen and no refunds are available.
If a product is in a promotion but is out of stock, would I still get a discount if I ordered it?
OKA tries to ensure that all discounted products are in stock. Unfortunately these items do sell out quickly and in these instances when a product is out of stock at the time of ordering, but more stock is expected at a future date, we will not give a discount on orders for future delivery.
Can I purchase a display item?
A display item can only be purchased from the shop floor if the product is being discontinued, please ask staff at the relevant store for further details.
VOUCHERS
How long do your vouchers last for?
Your gift voucher does not have an expiry date and can be used indefinitely.
Can I use my gift vouchers online?
At present you are unable to redeem Vouchers online, they can only be redeemed in store or for telephone orders.
Why don't you do gift receipts over Christmas?
This is currently in development and we hope to have it up and running soon. In the meantime, if you are at all unsure of your choice of present we suggest that you give a Voucher instead.
GUARANTEE
Are your products guaranteed? If so, for how long?
OKA does not guarantee any of its products. This does not affect your statutory rights.
MISC
Do you have any shops abroad? Are you going to be opening any shops abroad?
OKA is continuing to explore a number of opportunities abroad..
Are there any plans to export the OKA brand overseas?
OKA is continuing to explore a number of opportunities abroad.