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Delivery and Returns

DELIVERY

We deliver within the UK only.

For UK addresses, orders are delivered by Royal Mail within 3–4 business days.

Products not in stock may take 2–3 weeks to be made and delivered.

CHANGES TO YOUR ORDER

If you wish to amend your order, please contact our Customer Service Team at info@onacara.com as soon as possible.

CANCELLATION RIGHTS

You may cancel your order prior to dispatch. Please contact us if you need to do so.

PAYMENT METHODS

We use secure third-party payment providers to process all transactions.

We do not store or have access to your payment card details. All payment information is handled directly by our payment providers, whose use of your data is governed by their own privacy policies.

Our providers comply with PCI-DSS standards, ensuring secure handling of payment information.

We work with:

CUSHIONS

Our cushions are carefully inspected and securely packed before dispatch to ensure they arrive in excellent condition.

In rare cases where cushions arrive damaged or do not meet our quality standards, please contact us within 72 hours of delivery with photographs of the issue.

We will then offer either:

  • a free replacement on the next available production date, or
  • a full refund

Approved refunds are processed within 3 business days (please allow an additional 3–5 working days for bank processing).

FABRICS & THROWS

We are not responsible for issues once fabrics have been cut, altered, or made up.

All fabrics are carefully inspected and must be checked by the customer upon delivery before any cutting or use.

Please note:

  • Fabrics with pile or texture (including velvet, chenille, bouclé) may show pressure marking or pile movement during transit. This is a natural characteristic and not a fault.
  • Woven or delicate designs may shift slightly under tension and must be handled and stitched appropriately.
  • Throws must be checked upon delivery before use or alteration.
  • Fabrics must be returned in their original condition, unopened and unrolled on the original roll.
  • Fabrics that have been opened, unrolled, cut, damaged, or altered cannot be returned under any circumstances.
  • Throws that have been used or altered cannot be returned.

By cutting, using, or altering any fabric, or using throws, you accept these natural characteristics.

DAMAGED GOODS (ALL PRODUCTS)

All our products — including cushions, fabrics, and throws — are carefully inspected and securely packed before dispatch. While we take great care in preparation, damage may occasionally occur during transit for reasons beyond our control.

If you receive any damaged or defective item, please contact our Customer Service team at contact@onacara.com within 72 hours of delivery, including photographs of the issue.

If the item does not meet our quality standards, we will offer either:

  • a free replacement at the next available production or delivery date, or
  • a full refund

Approved refunds will be processed within 3 business days. Please note that banks may take an additional 3–5 working days to credit your account.

This is without prejudice to your statutory rights in respect of damaged, defective, or incorrectly supplied goods.

NON-DELIVERY

While we take all reasonable steps to ensure successful delivery, delays or errors may occasionally occur.

If we fail to deliver your order, we will either:

  • resend your order free of charge, or
  • issue a full refund within 3 days

Bank processing times may take an additional 3–5 working days.

RETURNS (CUSHIONS ONLY)

If you are not completely satisfied with your cushion purchase, you may return it within 14 days of delivery.

To arrange a return, please email info@onacara.com with your order number and reason for return.

Please send returns to:

Onacara Ltd
Big Yellow Self Storage Beckenham
1 Croydon Rd, Elmers End
Beckenham BR3 4AA

Items must be securely packaged and returned using a tracked delivery service.

Once received, we will process your refund in full.

Please note:

Return postage costs are not covered unless the item is faulty or damaged.