Delivery & Returns

We aim to dispatch most furniture items within 2 to 5 working days.  Sometimes an item may take slightly longer due to logistics and warehousing or if an item has sold out of stock, however, in this event, we will always notify you via email promptly.

We work with a select group of respected partners to get your goods to you, well packaged and as quickly as possible.

1. Delivery

We use DPD, Royal Mail Parcelforce, Khuene & Nagel, Scheneker and the national pallet network for larger and heavier items.

Larger and heavy goods such as tables, marble and larger chairs go via pallet freight to protect them, and once they arrive at the depot closest to the delivery address, they are requested to call you ahead to book in delivery with you directly.

Deliveries are Monday to Friday during working hours.Pallet deliveries do not provide a window time but it is normally between 9am and 4pm. For smaller items, DPD will send updates to your mobile phone or email address You can then upgrade or change your delivery options with them as required.

Pallet delivery is to doorstep only, as national couriers are not insured to bring an item into your property, however, drivers do assist at their discretion but we cannot demand that they do so.

2. Delivery Costs

During the order process, the most effective delivery option will be calculated based on number of items, size of the item(s) and the destination area.  For larger orders or if ordering multiple items, contact us prior to purchase and we can work out a tailored option and price for delivery to make it as cost efficient as possible.

If you are in Northern Ireland, Scottish Highlands, Jersey or Isle of Man or other non-standard destinations there may be an additional carriage charge to pay, depending on the item weight and size. The online system may not adjust to a particular delivery zone. If there is an extra cost applicable, we will contact you via email to notify you of such.

3. Returns Policy

All of our products are covered by a One Year manufacturers warranty and, in the event that your item develops a manufacturers fault within 12 months of purchase we will be happy to repair the item or replace if deemed necessary, for you.

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. If goods or packaging are damaged or unsatisfactory you should write 'damaged' or 'unsatisfactory' on the delivery note. 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.

c. Tell us in writing (via email is fine) about any damaged or unsatisfactory items within 7 days from the date of delivery and return the item(s) within 14 days from the date of delivery in unused condition and in the original packaging for a refund of the purchase cost of the item(s).

d. For bespoke custom made orders being returned as unsuitable, there is a 20% restocking fee.

e. We do not uplift goods for return purposes.

Please allow time for the item to return to us, to be inspected, and your refund will then be actioned and processed back to your account normally within 3-5 working days. Online payment and banking services may take a few days to process your refund back to your card.

The warranty starts on the day following your receipt of the product. If there is a problem with your product please contact us as soon as you unpack the item, take photos of both the packaging and the item and retain all packaging. We will always do our utmost to resolve any issue that may arise.

The warranty does not include buttons on sofas or chairs as they may catch so are not associated to any manufacturing defect. This guarantee specifically excludes faults caused by accident, neglect, and misuse.

Should your product develop a fault within the first fourteen days of purchase you many return your goods for a full refund providing you return them in the same condition as supplied and in the original packaging. This does not affect any statutory rights that you may have.

If you need clarification on any aspect of the delivery and returns process prior to purchase please call or email us at sales@onske.co.uk and we would be happy to discuss any issue you may have.


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