FAQ's

Our photographs show the design and overall appearance of each piece. However, colours can look slightly different depending on lighting and your screen settings.

For products made from natural materials such as wood, variations in grain, tone and texture mean each piece will have its own character. These details may differ from the item photographed.

If you have a question about a particular product’s colour, finish or materials, please email info@bokel.co.uk before ordering. We’ll be happy to help.

Check the dimensions in the product description and measure your space carefully before ordering. We recommend marking out the item’s footprint on the floor, leaving enough room to move around it and open any doors or drawers. Remember to measure doorways, hallways, staircases and tight corners along the delivery route too.

For a full breakdown of a product’s measurements, including a sketch with dimensions, please email info@bokel.co.uk.

Our furniture is built to make setting up your home simple, without the complicated assembly often associated with flat-pack furniture. Some pieces arrive fully assembled, while others just need the legs attached or a little additional assembly.

Please check the individual product description for assembly details and any wall-fixing requirements before ordering. If you’re unsure, email info@bokel.co.uk and we’ll be happy to help.

Care requirements depend on the material and finish. Follow any care instructions supplied with your item, and avoid abrasive cleaners or harsh chemicals unless specifically recommended. For wooden furniture, use coasters to protect surfaces and wipe up spills promptly. Don’t assume homeware is dishwasher-safe, microwave-safe or suitable for outdoor use unless this is specifically stated.

Our ethical tags provide product-specific information about how an item is made, the materials used, its packaging and the standards its supplier works towards.

We review and question the information supplied to us. Where a supplier holds relevant third-party certifications, we include those details on the product page. An ethical tag is not, by itself, an independent certification or a claim that a product is impact-free.

The aim is to give you clearer information before you buy, while helping us identify areas for improvement. Read more about our Ethical Tags System.

Yes, please order your free samples here.

A backordered item is not currently in UK stock and is awaiting replenishment. This is different from a made-to-order item, which is produced after you place an order.

Before ordering, please email support@bokel.co.uk for the latest availability estimate. Delivery depends on the stock arriving and being ready for dispatch, so an expected stock-arrival date is not a guaranteed delivery date.

If we become aware of a delay affecting your order, we’ll contact you with an update and a revised estimate where available.

If you need delivery by a particular date, please email support@bokel.co.uk before ordering with your postcode, the items you’re considering and your preferred date. We’ll check what may be possible.

A requested date is not guaranteed unless we’ve specifically confirmed it. Please refer to the delivery estimate for your product or order.

Our furniture delivery service does not include delivery to a room of your choice. Please arrange any help you may need to move your furniture into position after delivery.

If you have questions about the delivery handover point or access to your property, please email support@bokel.co.uk with your postcode and the item you’re considering before ordering.

Please email support@bokel.co.uk as soon as possible with your order number and the changes you’d like to request. We’ll check whether the changes are still possible.

Changes may not be possible once your order is being processed or has been dispatched. Please wait for confirmation before assuming a change has been made.

Furniture delivery is free to most UK mainland addresses. Deliveries to the Scottish Highlands, Northern Ireland and island or offshore addresses may incur additional charges. If you’re unsure about availability or charges, email support@bokel.co.uk with your postcode before ordering.

Standard homeware delivery is weight-based, with charges of £3.15 or £4.79. Free Standard delivery is available on homeware orders of £50 or more. The applicable delivery charge is shown at checkout.

Some of our furniture is made to order rather than mass-produced and held in stock. By making these pieces when they’re needed, we help avoid excess production and unsold stock, reducing the risk of materials and finished furniture going to waste. It’s a more considered approach to production, and one reason these pieces take a little longer to reach you.

These pieces typically take 8–16 weeks to reach you. Please check the individual product page for the estimated lead time before ordering.

If you’re working towards a particular date or would like an update on your order, please email support@bokel.co.uk. For an existing order, include your order number so we can help.

Once your order has been dispatched, we’ll send you a dispatch confirmation email. Please check this email for delivery information and any tracking details provided.

If your estimated delivery date has passed, or you’re unsure when to expect your order, please email support@bokel.co.uk with your order number so we can check its progress and help.

If your order contains several items, they may arrive separately. Please check your dispatch emails to see which items are on their way.

Your order confirmation should arrive shortly after you place your order. Please check your junk or spam folder. If it has not arrived within an hour, email support@bokel.co.uk with the name and email address used at checkout. Please contact us before placing the order again so we can check whether it was received and help avoid a duplicate order.

Items may arrive separately. Check your dispatch emails to see which items have been sent. If something is missing or unclear, email support@bokel.co.uk with your order number. We aim to respond within one working day.

Our Custom Design Service gives you the opportunity to discuss changes to furniture, such as dimensions, finishes or features. Please contact info@bokel.co.uk to discuss your ideas. Any proposed changes are subject to feasibility; we’ll confirm the design, price and lead time for your request before you decide whether to order.

Read more about our Custom Design Service.

Find a product you like, or get in touch for recommendations. We can discuss whether a piece can be adapted to suit your needs. Please email info@bokel.co.uk to talk through your requirements.

We offer free advice and no-obligation quotes. Prefer to chat on the phone? Let us know, and we will call you.

Custom Design Service orders typically have an estimated production and delivery lead time of 8–16 weeks. Please refer to the estimate confirmed in your individual project quote.

Global events and crises, including conflict, shipping disruption, severe weather or disruption to materials and production, can affect these timings and may extend delivery beyond 16 weeks. Lead times are estimates rather than guaranteed delivery dates.

If we become aware of a delay affecting your order, we’ll contact you with an update and a revised estimate where available. If you’re working towards a particular date, please let us know before ordering so we can discuss your requirements.

Custom Design Service pieces are bespoke items made to your agreed specifications. They are different from our standard made-to-order range, which is produced after ordering from our existing designs. Please discuss cancellation and return arrangements for your bespoke piece with us before ordering, and read our Return and Refund Policy for full details.

For help with an existing order, email support@bokel.co.uk with your order number. If your item is faulty or damaged, please contact us so we can help.

Enter your promotional code in the discount-code field at checkout and apply it before completing your order. Check the promotion’s terms for any minimum spend, eligible products or exclusions. If you need help with a code, contact info@bokel.co.uk before placing your order.

Sign in to your account using the email address you used at checkout to view available account options. If an order is missing or you need help, please email support@bokel.co.uk with your order number.

Visit your account and follow the sign-in instructions using the email address used at checkout. If you need help, please contact support@bokel.co.uk.

Please use our checkout to enter payment details. Do not send full card details by email or through our contact form. If you need help with a payment, email support@bokel.co.uk without including sensitive card information.

If you need a VAT invoice for your order, please email support@bokel.co.uk with your order number so we can help.

The payment methods available for your order are shown at checkout. If you have a question about payment, please email info@bokel.co.uk before ordering.

Sign in to your account, select the relevant order and follow the instructions to request a return. Alternatively, email support@bokel.co.uk with your order number and details of the item you’d like to return.

Before sending anything back, please wait for return instructions and check our return-cost FAQ for information about arranging and paying for your return.

We’ll email you when your refund has been processed. The time it takes to appear depends on your bank or payment provider. If you’ve received confirmation but the refund hasn’t appeared within the timeframe advised, please contact support@bokel.co.uk with your order number.

Refunds are issued to the original payment method. If your card has expired or been replaced, please contact your bank or card provider for guidance. If you have a problem receiving your refund, email support@bokel.co.uk and we’ll help you check.

To request cancellation of your order, sign in to your account and submit a cancellation request through the account portal. Alternatively, email support@bokel.co.uk as soon as possible, including your order number.

For full details, please read the cancellations and returns section of our Terms of Service.

If your item is faulty or damaged, please email support@bokel.co.uk with your order number and a description of the issue. Where possible, include photos to help us understand the problem. We’ll review the details and help with the next steps.

For change-of-mind returns of homeware, you’ll need to arrange and pay for return postage yourself.

For change-of-mind returns of furniture, we can arrange collection for you. The cost varies depending on the product and its weight. We’ll confirm the charge with you beforehand and deduct it from your refund. Alternatively, you can compare quotes and arrange your own return at your own expense.

If your item is faulty or damaged, please email support@bokel.co.uk before arranging a return so we can help.

We’re sorry you received the wrong product. Please email support@bokel.co.uk with your order number and a description of the item you received. Where possible, include photos so we can help check what happened.

Suitability for commercial use depends on the individual product and how it will be used. If you’re furnishing a hotel, restaurant, bar or another commercial space, please email info@bokel.co.uk with the products you’re considering and details of your project so we can help you check suitability before ordering.

We work with interior designers, architects and business owners. Our trade programme offers personalised one-to-one support and trade pricing tailored to the value of your order and how regularly you order with us. Visit our Trade page to find out more.

We work with interior designers, architects and business owners on residential and commercial projects. Our trade programme offers personalised one-to-one support and trade pricing tailored to the value of your order and how regularly you order with us.

Visit our Trade page to find out more and enquire about an account.

Email info@bokel.co.uk with your business details, a brief overview of your project, the products and quantities you’re considering, and your preferred delivery date. We’ll discuss your requirements and help you explore suitable options.

Check that you’re using the same email address you used when placing your order, and follow the sign-in instructions. If you’re expecting a sign-in email, check your junk or spam folder too.

If you still need help, email support@bokel.co.uk with your order number, if available. Please don’t send passwords or verification codes.

If your payment hasn’t gone through, check that your card details are correct and that your billing address matches the address registered with your bank or card provider. Complete any security checks requested by your bank.

If the payment is still declined, please contact your bank or card provider. If you’re unsure whether an order was placed, email support@bokel.co.uk before trying again so we can help you avoid a duplicate order.

Please read our comprehensive privacy policy and cookie policy here.

Please read our Terms and Conditions for full details.

You can unsubscribe using the link at the bottom of our marketing emails. If you need help updating your preferences, please email support@bokel.co.uk.

Unsubscribing from marketing does not stop essential messages about your orders, deliveries or returns.

Please read our Privacy and Cookies Policy for information about how your personal data is used and shared, including the service providers involved in operating our store and fulfilling orders.

If you have a question about your personal information, please email support@bokel.co.uk.

Sign in to your account to view the options available for your personal details. If you need help, please contact support@bokel.co.uk.