Delivery & Returns
Scroll down for RETURNS information
How do I know if an item is in stock?
We hold our stock in Sussex, UK and for items showing as in stock (excluding larger goods), we aim to dispatch out of our warehouse within 3 working days from the date of order for courier delivery by DPD.
For our van and white glove services, delivery is normally within 14 days of an order being placed and often sooner, by our premier van delivery service provider who contact you directly to book in a day and date.
If a product or item says PREORDER, you may still add it to cart and complete your order. The item is then allocated to you and reserved from stock due in, and will be fulfilled once this stock arrives to our warehouse.
The pre-order time frame defaults to 14 weeks on our website, however, some items may be arriving sooner, as they may already be en-route from our factories or in production. You can check with us via email to sales@onske.co.uk to find out estimated arrival times on any item.
Once items arrive back in stock, larger items take up to two weeks to deliver, whilst smaller goods, dining chairs, stools and accessories should be with you in 3-4 working days.
Do I have to wait in all day for the delivery?
You can choose the delivery option you prefer at checkout. We use the following delivery methods:
DPD - For smaller goods, ( (eg: decor, lighting, dining chairs, office chairs, stools and side tables) DPD deliver on an overnight service Monday-Friday for most UK postcodes.
Once goods leave our warehouse you receive tracking information from DPD who provide updates and times via text and email so you can usually can see when the driver is aiming to be with you. You can also change delivery options via their texts and messages.
Premium two person van delivery service, your order will usually be delivered to London South East postcodes within 14 working days of ordering and sometimes sooner. Allow 3 to 4 weeks for other postcodes.
This service includes assembly if required, goods brought to room of choice (if accessible) and removal of packaging and boxes on a white glove service.
Our delivery service contact you prior to arrange a day and time and also on the day to advise of their approximate time of arrival.
Please note, if a delivery is booked in and they arrive on the day to find no one is home to gain access, there will be a re-delivery charge applicable to reschedule a booked and confirmed delivery if not notified 48 hours in advance.
For some remoter locations or for very large items/larger glass products, it may not be possible to offer van service due to the nature of the product or to that location. If not, we can send these goods as oversized freight items.
Outlying postcodes and Scotland postcodes may also take a little longer.
*Please note for some postcodes there may be a van surcharge applicable and checkout may not calculate this automatically. If so, we will email you to notify you of any extra costs due.
Kerbside Delivery is to kerbside only and usually delivered on a wood pallet, without any assistance provided by the courier to unload, unbox or take goods inside your property as they are not insured to enter properties.
They will leave the goods on the doorstep or nearest accessible place to an entrance door or into a garage or drive. Kerbside deliveries are 9am - 5pm during 'Working Days' (Monday to Friday) and pallet freight companies do not provide window times like smaller item couriers.
*Please remember to provide us with the best mobile number to use so the couriers can contact you when placing your order or if you have more than one contact number.
Does van delivery include assembly and installation?
Our delivery service are a two person team who will deliver to the room of your choice (if accessible) with assembly if required (exluding ceiling bubble chairs) and this includes unpacking and the removal for recycling of all item packaging, boxes and crates for larger items.
This is subject to accessibility, so please ensure that you have measured both the entrance access and the area in advance of ordering.
For larger sized tables and larger marble tables, entrances, stairs, stairwells and steps need to be wide, not too steep and sufficient enough for two people to safely handle and carry heavy crated marble pieces upwards. Please contact us if you are not sure on any aspect so we can check for you.
General Delivery Info
During the order process, the most cost effective delivery options will be calculated based on number of items, the weight and size and the delivery service required. Delivery options for your postcode will be shown at checkout prior to completing your order.
For larger orders of multiple items or trade orders, please contact us prior to purchase so we can work out a tailored delivery quotation for you.
Whilst we endeavour to fulfill delivery schedules as planned, we use third party carriers and on occasion, goods may be delayed in transit due to unexpected issues such as unforeseen traffic delays, weather, logistical issues or delays at third party warehousing, therefore we cannot guarantee 100% a scheduled or planned delivery but we will always keep you informed of any delays we are notified about by our providers.
When you accept the goods from the courier:
a. Check the item(s) to ensure there are no visible marks or damage, as you are signing that you have received it in perfect condition and that you are satisfied with it.
b. For marble tables or other goods delivered and installed by our two person van service *please inspect before you sign off with the delivery company, as you are signing that you have received it in good condition and that you are happy with the product and that it is acceptable.
**We do not accept returns at a later date on installed products once installed and assembled and signed for after you or your representative has signed for, as you will have the opportunity to inspect and decide at assembly.
If for any reason it is unacceptable or not suitable please ask the van delivery team to remove the goods there and then before they leave the property for return, rather than keep the item and sign for it.
**Please note for marble: As marble is a natural stone, tops are all individual and unique in their pattern and mix of stratification. Natural stone may also have very minor surface marks from time to time. Natural stone marks of 3cm or less in size are not considered imperfections.
c. If goods or packaging are damaged upon delivery or unsatisfactory you can refuse the delivery and the courier will take away the goods again. If you cannot check the goods please write 'unchecked' on the delivery note. This is important, as if goods have been damaged in transit, and you sign for them, then we have no recourse to pursue a damages claim with the carrier and we have to deduct delivery cost from any refund.
What if my furniture doesn't fit?
If the standard two man team cannot safely complete the installation and it requires a larger team of people, there may be additional delivery costs to re-deliver and install, if we have not been notified prior of any difficult access issues. eg: Narrow roads,upper floors, steep steps or stairs etc. If you can give some info on the order notes, when placing the order, we can pass on this to the delivery team.
What if my order is taking longer than expected?
We have monthly production schedules with our factories. This production run takes approximately 6 weeks to complete. Thereafter, there is a 4 to 5 week sailing time to our Sussex warehouse here in the UK. At certain times of the year ports both in Asia and the UK can be slower for loading or container vessels can get slightly delayed en route so all delivery dates are approximate and advised to the best of our ability but subject to change.
Can you hold furniture in storage for me if I'm not ready to take delivery?
We can hold items at our warehouse for up to 8 weeks (2 months) upon request. Thereafter, we do have to charge a weekly storage fee of £40.
Can I collect my item from your warehouse?
Yes, you can order online and collect from our Newhaven, Sussex warehouse for free. We'll let you know as soon as your item is available for collection and just let us know in advance what weekday and time you would like to collect or you can arrange your own courier or van to pick up from us also.
I live in a remoter postcode, do you deliver?
Highlands and some outlying UK postcodes incur a surcharge. This is to cover the extra distance from warehousing and also the transport companies extra costs.
If this does not calculate correctly at checkout, we will email you to notify you of the extra delivery costs for that specific postcode. We reserve the right to amend the cost of delivery after checkout based on more remote postcodes.
Volume of goods (cbm) for Scotland Cornwall and remote postcodes by van is up to 1 cubic metre for standard pricing. This is the size of an armchair box. If you are ordering multiple items, please contact us for a bespoke delivery price for remoter postcodes.
Surcharges on top of normal rates are also applicable for:
Isle of Wight
Scottish Offshore
Isle of Man
Channel Islands
Please contact us if you live in these postcodes and we can provide a quotation for you.
RETURNS
How do I return an item?
If you wish to return an item, please email us to sales@onske.co.uk to let us know and we can offer further advice as required.
Goods must be returned unused and in perfect condition, complete with original packaging and box, so please take care to retain all boxes and packaging for up to 30 days for a return and ensure you have securely packaged items.
We reserve the right to refuse a return if there is not sufficient packaging to provide a safe return of goods.
**Please note: Installed and Assembled Items: We cannot accept returns or exchanges for made-to-order items or for products that have been assembled and installed.
For items assembled and installed, you or your representative have the opportunity to inspect at assembly and installation. If for any reason it is unsuitable, does not fit the space or is unacceptable please ask the delivery team to take it away again at this time of installation before they leave your property. If you keep it and sign for it, then we cannot exchange it at a later time.
Damages must be reported to us in writing within 30 days of delivery received so please check goods in this time frame, even if not intending to use them until a later date. We will not be able to refund or replace an item we are notified about at a later date if signed for at delivery more than 30 days prior.
Once an item is received back to us as new, unblemished and suitable for resale, we will refund you minus delivery costs and any return or collection costs if arranged via us. Should an item not be packaged suitably for courier collection we may only offer a partial refund if we find that it was not sufficiently protected for transit back.
For booking and labelling your return, our returns address is :
Onske, Unit 3, Heatherside Business Park, Norton Road, Newhaven, East Sussex, BN9 0BP Please do let us know the courier and expected delivery date.
We can assist if preferred by booking DPD to pick up smaller items once they are boxed as new and also that the internal protective packaging is used to prevent any scuffs or marks in transit. The driver will bring labels.
Returns booked by us are charged and deducted from any refund as follows:
Small item (1 to 3 boxes) collection by DPD (dining chairs/lights/stools) - £35
Small items DPD (3 to 8 boxes) - £55
Larger Goods above 30kg or fragile items: Collection - £175 (inclusive of repackaging fee)
*Please note, goods returned by DPD or other courier excluding van, will be photographed upon return and if they are not returned as new and unused and repackaged carefully then a repackaging fee of £45 will be applied on top of the returns charges as listed above..
Please note:
For any office chair return, that the gas lift mechanism is not attached. If this has been attached and chair assembled then the gas lift will need to be removed for re-packaging and transit. If the gas lift is returned damaged, then we will deduct the cost of this replacement part at a rate of £35.
You are of course welcome to arrange your own return if preferred and as long as items return pristine to us, we can refund in full without any collection costs.
Once the item is received back to us as new, unblemished and suitable for resale, we'll refund you minus delivery costs and any return or collection costs if arranged via us. Should an item not be packaged suitably for courier collection we may only offer a partial refund if we find that it was not sufficiently protected for transit back.
If arranging your own return please do let us know the courier and expected delivery date.