Frequently Asked Questions

Delivery

When will my order be delivered?

Stock is held at our Sussex warehouse. In-stock items are dispatched to our couriers within 3 working days of order. You'll receive an order confirmation immediately and tracking details once dispatched.

Delivery options:

  • DPD courier (overnight) — smaller items including dining chairs, office chairs, lighting and side tables. Tracking updates sent directly by DPD.
  • Kerbside pallet freight — delivery to kerbside only (no unboxing or carry-in). Up to 7 working days, Monday–Friday, 9am–5pm. No timed delivery windows. Goods are left outside the property.
  • Onske van delivery with installation — two-person white glove service to London, Surrey and Sussex. Includes delivery to room of choice, assembly and removal of packaging and crating. Available on a fortnightly rotation. Please allow up to 20 working days, though this is usually sooner. Our delivery team contacts you directly to book a date and time.
  • Warehouse collection (Sussex) — free. Select at checkout and arrange your own courier or collection.

Your preferred delivery method can be selected at checkout.

Where do you deliver?

UK-wide, including Channel Islands, Isle of Wight and Isle of Man. For European and international destinations, free collection from our Sussex warehouse is available. Delivery costs are calculated automatically by weight at checkout.

For large or multiple-item orders, email sales@onske.co.uk for a combined delivery quote.

Are there delivery surcharges for certain postcodes?

Yes. For some UK postcodes, an additional surcharge applies beyond standard rates. This may not calculate automatically at checkout — if applicable, we'll email you promptly with a payment link. Delivery to these postcodes may take up to 4 weeks and may be kerbside only.

Pre-Orders & Bespoke Items

What if an item is out of stock or showing as pre-order?

If an item cannot be added to the cart, select "Pre-Order" on the product page. It will be added to our next production run, or may already be in production. Please allow up to 16 weeks from order to delivery for pre-order and bespoke items (typically around 14 weeks).

Contact us by phone or email to check estimated arrival dates on any specific item.

Payment

Which payment methods do you accept?

  • Credit and debit card — Visa, Mastercard, American Express, Apple Pay, Google Pay and Shopify Pay. Payments are processed securely via Shopify and Stripe.
  • Bank transfer — BACS or IBAN. Please contact us before sending a bank transfer.
  • Trade/B2B — proforma quotations and invoicing via Xero. Payment by BACS or card.

When is payment taken?

Payment is taken in full at the time of order. For bespoke items, a deposit is taken upfront with the balance due when goods are ready to dispatch.

Is online payment secure?

Yes. All transactions are encrypted using 128-bit SSL certificates via Shopify's payment infrastructure, powered by Stripe.

Products & Materials

What leather and upholstery is used?

All upholstery on Onske furniture uses premium leather only — no faux leather or bonded leather is sold. Available leather grades:

  • Semi-aniline leather
  • Top grain aniline leather
  • Waxed aniline leather

Pricing varies by leather grade. All options represent high-quality upholstery.

Can you send leather swatches?

Yes. Email sales@onske.co.uk with your request and we'll post swatches as required.

Where are Onske's products manufactured?

We source materials and manufacture globally, selected for quality and consistency. Key materials:

  • Marble — quarried in Carrara, Italy
  • Wood and veneers — American FSC-certified hardwood veneers, FAS-grade plywood, sourced internationally
  • Fabric — includes 100% cashmere and Camira fabrics
  • Stainless steel — Grade 304
  • Lighting and accessories — sourced from Denmark, Italy and France

Most furniture is manufactured in Asia, primarily due to labour costs. Products are inspected and signed off at the factory, shipped to the UK, and given a final quality check at our Sussex warehouse before dispatch.

Are your products designer originals?

No. Onske's furniture ranges are not licensed reproductions, nor produced by or affiliated with original designers or their official manufacturers. Any reference to a designer or manufacturer name is for descriptive and comparison purposes only. Our pieces are high-quality furniture items in their own right.

Guarantees & Warranty

Do products come with a warranty?

Yes. All products carry a one-year manufacturer's warranty, in addition to your statutory rights under the Sale of Goods Act (UK consumer law).

Customer Reviews & References

Can I read customer reviews?

Yes. Reviews are published automatically on individual product pages and on our Testimonials page. With prior permission, we're happy to put prospective customers in touch with previous clients directly.

After-Sales & Assembly Support

I have a technical or assembly issue — can you help?

Email sales@onske.co.uk with a description of the issue and attach photos or video. Our team will respond as quickly as possible.

I want more information or photos of a product.

Email sales@onske.co.uk specifying the product and we'll provide detailed information and warehouse photos where available.

Returns, Refunds & Cancellations

How do I return an item?

Email sales@onske.co.uk first. Returns must be unused, in perfect condition, and in original packaging. Retain all packaging for up to 30 days.

Returns are not accepted for: made-to-order or bespoke items; items that have been assembled, installed or used.

Return costs (deducted from refund):

Return type Cost
Small items, 1–3 boxes (e.g. dining chairs, lights, stools) — DPD collection £35
Small items, 3–8 boxes — DPD collection £55
Large or fragile items over 30kg (e.g. armchairs, sofas, tables) — van collection £155 (inc. repackaging)

Items returned in inadequate packaging via courier (non-van) will incur a £45 repackaging fee in addition to the above. You may arrange your own return courier — items received back in perfect, unused condition will be refunded in full without collection charges.

Office chair returns: ensure the gas lift mechanism has not been attached. If attached, it must be removed before return. A damaged gas lift will be charged at £35.

Returns address:
Onske, Unit 3, Heatherside Business Park, Norton Road, Newhaven, East Sussex, BN9 0BP

Damaged or defective items

Check all items within 5 days of delivery. Report any transit damage with photographs (item and packaging, multiple angles) by email within 7 days of receipt. Damage reported more than 30 days after a signed delivery cannot be refunded or replaced.

All parts must be checked for damage before assembly begins.

Refunds

Processed on receipt of returned goods. Refunded to the original payment method only. Allow up to 7 days for funds to clear. You'll receive an automated confirmation email once the refund is processed.

Trade & Commercial Enquiries

Do you supply trade, commercial and hospitality clients?

Yes. We supply interior designers, architects, property developers, builders, SMEs and the hotel and hospitality sector. Not all ranges are listed on our website. We provide tailored quotations based on project requirements. Volume discounts are available for both trade and personal customers. Call us to discuss.

Showroom & Contact

Do you have a showroom?

We operate from a warehouse in Newhaven, East Sussex, rather than a high-street showroom — keeping overheads low and passing savings to customers.

We're available by phone at 01273 921522, via WhatsApp on our website, or by email at sales@onske.co.uk. We can provide additional product information, photos and specifications on request.