For Enquiries: firstname.lastname@example.org
When will my order be delivered?
We hold our stock in Sussex and for items showing as in stock, we aim to give goods to our couriers within 3 working days from the date of order for smaller items.
Once you complete your online order, you will receive an order confirmation and once the item has been picked and dispatched with the courier, you will receive the relevant tracking information.
For van services and marble tables, our delivery company contact you directly to book in a delivery day and time by two man service and please allow up to 15 working days for white glove van installation services, although this is usually sooner.
On the product page, if you cannot add an item to the cart (as it may currently be in production or temporarily out of stock) you can select: "PreOrder". This item will then be added to our next factory production list or the item may already be in production for arrival in shortly.
You can contact us by phone or email to check on any items estimated arrival date.
We allow up to 16 weeks for manufacture to delivery on these bespoke items (usually circa 14). It will state PreOrder Item when you select to add to cart on these products.
I have a technical/assembly issue with an item after receiving it, can you help?
If there is something you need to know after delivery or if assembling a product, please email us to email@example.com and attach any relevant photos or video and one of our team will respond as quickly as possible.
What type of leather and upholstery is used on your sofas and lounge chairs?
We use a carefully selected handful of factories. We have selected these based on their experience and have been working with them for a number of years with confidence in their consistency of quality and workmanship.
Upholstery is available in semi-aniline, top grain aniline and waxed aniline premium leathers. Pricing is based on which type of leather you choose, however, all goods on site are in a high quality upholstery. We do not sell faux or bonded leather on any of our furniture.
Where are Onske's products manufactured?
We source materials, suppliers and manufacturers globally as well as locally. For example, marble is quarried in Italy, some accessories and lighting come from Denmark, Italy and France.
Woods, fabrics and veneers are sourced internationally and include American FSC certified hardwood veneers and FAS plywoods. Fabrics include 100% cashmere and Camira. Stainless steel is #304 grade.
Most of our products are manufactured in Asia, primarily due to labour costs. (Similarly to your mobile phone, trainers, clothes and other household goods). They are inspected and signed off by our factories, shipped and given a further final check at our warehouse prior to dispatch.
I want more information on a product and some photos
Email us at firstname.lastname@example.org specifying what you need to know and we will send you as much information as possible with warehouse photos of the product if available.
Which payment methods do you accept?
We accept payments through the following channels:
Credit and Debit Card – Payment can be made through our website with all major credit or debit cards including American Express, Visa, Mastercard and also using via ApplePay, Shopify Pay and Google Pay. We use Shopify as our ecommerce platform for its robust security aspect and payments are handled by them on our behalf.
Paypal - and you do not need to be a member of Paypal to make a payment. Our Paypal address for payments is email@example.com
Bank Transfer – Payment can be made via BACs or IBAN transfer to our bank account.
Trade Payments We provide proforma quotations and invoicing for business sales through Xero and payment options include BACs or card payments. Please do not send a bank transfer without contacting us first.
Do the items sold on your website come with any sort of guarantee or warranty?
All products supplied have a manufacturer's warranty of one year. This is in addition to your statutory rights as a consumer under the Sale of Goods Act.
Can you send out colour swatches of leather used? Yes. Please contact us firstname.lastname@example.org and we can post out as required.
Can I see previous client testimonials or references?
Yes. Recent customer comments are automatically published on product pages, these publish directly when a customer reviews so are all listed at the end of the relevant product page. Recent customer reviews are also on our Testimonials page on our website, and, with their permission first, we are happy to put you in touch with previous customers.
Is Online payment secure?
All transaction information passed between merchant sites and the Shopify merchant pay system, which is run by Stripe, is encrypted using 128-bit SSL certificates. We choose Shopify as our ecommerce platform for its robust security aspect.
How are my items delivered?
DPD - Smaller items such as decor, lighting, side tables, dining chairs and office chairs are sent with DPD on an overnight service with tracking updates from DPD sent to you.
Onske Van Delivery with Installation - We offer two person white glove van service nationally throughout the UK on a fortnightly basis. You are paying for a standard 2 person delivery to room of choice with assembly and removal of packaging, boxes and wood crating.
This option can be selected at checkout.
Kerbside by pallet freight - this option is delivery to kerbside only without any assistance in unboxing or carrying items into a property and normally takes up to 7 working days on the national pallet networkwith deliveriesMonday-Friday between 9am and 5pm (no time windows are provided). Goods are left outside your property.
You can select your preferred delivery service option at checkout.
For certain postcode areas there is a surcharge additional to the standard delivery rates applicable. This may not calculate automatically at checkout, however, if applicable, we will email you promptly with a link to complete any additional delivery costs. For these postcodes, delivery services may take up to 4 weeks and some may only be a kerbside option.
Collection From our Sussex Warehouse - you can arrange your own collection or own courier to pick up goods from our warehouse. Just select this option at checkout.
Where do you deliver to?
We deliver throughout the UK, Channel Islands, Isle of Wight and Isle of Man.
For Europe and other overseas destinations we offer free collection from our UK warehouse.
Delivery costs are automatically calculated on the weight of items added to cart, however, if you are looking to purchase multiple items at the same time, then email us at email@example.com and we will work out the most cost effective method to get all goods to you.
For non-standard destinations or outlying postcodes, optional surcharges may apply, however, if applicable, we will email you promptly.
When will you debit my card?
All orders are debited in full at the time of the order. For bespoke orders, we normally take a deposit and then balance of payment once goods arrive and are ready to dispatch.
Do you have a showroom?
We have warehousing in Sussex. By saving on the costs of high street retail units we can pass on these savings to our customers.
We invest in our online systems, ensuring they are as helpful and informative as possible. We are also available to speak with at 01273 257723 or via Whatsapp on our website or via email at any time, where we can provide additional information, photos and details if available.
What happens if I want to change, return or cancel my purchase?
If you wish to return an item, please email us to firstname.lastname@example.org in the first instance to let us know and we can offer further advice if 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.
We can't accept returns or exchanges for made-to-order items or for products that have been assembled and installed and used.
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.
We can book 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.
*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 then a repackaging fee of £45 will be applied on top of the returns charges as listed below.
For larger goods, items will be collected by van service. If there was a surcharge on your original delivery (due to additional transport costs), we'll have to apply a similar collection surcharge to your collection.
Returns 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
Large Goods above 30kg or fragile items:
Collection (by van) (armchairs/sofas/tables - £155 (inclusive of repackaging fee)
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.
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.
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.
For booking and labelling your return, our returns address is :
Onske, Unit 3, Heatherside Business Park, Norton Road, Newhaven, East Sussex, BN9 0BP
If arranging your own return please do let us know the courier and expected delivery date.
Returns of unwanted goods
If you wish to change the size of the item or wish to swap to a different size or colour then a new delivery and returns/repackaging/restocking cost will be applied.
Refunds are processed upon receipt of the items back at our warehouse. Refunds can only be made to the same card/payment method used to make the original purchase. Please allow up to a week for funds to work their way back via the online banking systems. You will receive an automated email from us once the refund has been actioned at our end.
Damaged products or defective products
Every effort will be made to ensure that the products you have ordered arrive undamaged and without defect.
Please open and check your order within a reasonable time (usually 5 days) from receipt of your products and inform us of any transit damage problems immediately. All items and parts of items must be checked for any damage prior to assembly.
If your furniture arrives damaged or is faulty, please photograph both item and packaging and from different angles and distances and email us within 7 days of receipt of the products.
If an item has been delivered and you contact us several weeks later to say you have only opened it then, we cannot refund. You will need to arrange your own representative to check the item within 7 days of delivery if you are not there yourself or if you are away.
Are your designer inspired products originals?
Our furniture ranges are exceptionally well made pieces of furniture in their own right. We are not licensed manufacturers for any products, items are not produced by an actual designer nor are they affiliated with the official manufacturers.
Any mention of a designer or original manufacturer name is for comparison and information purposes only.
Do you supply contract, commercial and hospitality sectors?
Yes. We do not list all our ranges on our website. We provide our commercial clients, (including interior design firms, architects, builders and developers, SME's and the hotel and hospitality sector) with tailor made quotations based on their specific requirements. Please call us to discuss. We offer discounts to both personal and commercial clients on volume orders.