FAQ
Returns information

If you have an issue with any item or wish to return your order because you have changed your mind, please contact us: sales@onske.co.uk to let us know and follow the below process.

Our standard returns policy for items bought is 30 days. This applies to all purchases, once we are notified within 14 days from date of receiving the goods.

For a refund to be issued, any returning goods must be unused and meet the following conditions:

  • that you have kept the original packaging and box (as boxes are bespoke made sizes)

  • that the product can be resold at full price

  • that you have not used the product prior to return

  • that the item(s) return to us as new, and unblemished or unmarked

  • For office chairs, 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.

The following products are not eligible for refund:

  • Products received over 30 days ago

  • Products without original internal packaging or boxes

  • Products that have been used other than to inspect

  • Products not held in stock that are bespoke made and pre-ordered in a specific colour option

You can arrange your own return, or arrange for us to book a courier once suitably repackaged in original box. Once it gets back to us as new, unblemished and suitable for resale as new, we'll refund you (including your initial delivery charge, but minus any return or collection costs if we are booking a return).

For booking and labelling your return, our returns address is :

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

We will not arrange any return without the items original packaging and box.

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

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 arrived 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 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.

 

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.

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.

 

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 please inspect the table if having it assembled 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.

If wishing to change the size of table or return it after the delivery team have left your property and after you or your representative has signed their paperwork after installation, then a a repackaging charge and a new delivery charge will be applied to any subsequent change of order request.

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.


For bespoke custom made orders we do not accept returns or refunds. Please note: Items that are pre-ordered or bespoke made to order in a specifically requested colour or finish, with a deposit paid, cannot be cancelled after they are in production.

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