FAQs
Last Updated: Oct 10, 2025
Find quick answers about orders, products, sizing, shipping, returns, warranty, product care, payment, and support.
Last Updated: Oct 10, 2025
Find quick answers about orders, products, sizing, shipping, returns, warranty, product care, payment, and support.
Order changes may be possible before the order enters fulfillment, shipment, or production. Please contact us as soon as possible.
Orders may be cancelled before they enter fulfillment or production. Once an order has shipped, cancellation may be treated as a return. Custom or made-to-order items may not be cancellable once production begins.
After placing an order, you will receive an order confirmation email with your order details.
Please review your order carefully, including product name, configuration, fabric or leather selection, delivery address, and contact information.
If you need to request a change, please contact OONNO Customer Support as soon as possible before the order enters fulfillment, shipment, or production.
This option may be available for select products or promotions.
If you would like to place an order first and confirm your fabric or leather selection later, please contact OONNO Customer Support before ordering to confirm whether this option is available for your item.
Changes may be possible before production begins.
Once a custom or made-to-order item enters production, changes or cancellations may not be available. Please contact us as soon as possible after placing your order.
Occasionally, an item may be temporarily out of stock or delayed.
If this happens, we will contact you with updated timing and available options, which may include waiting, changing your order, or cancelling eligible items.
OONNO materials are selected for everyday residential use, but no upholstery or leather is completely pet-proof.
Pet scratches, chewing, stains, odors, punctures, and other pet-related damage are not covered by our Limited Warranty.
If you live with pets, we recommend ordering swatches, choosing more durable materials, and using throws or protective covers in high-use areas.
Many OONNO materials are selected for durability and everyday residential use.
Some fabrics and leathers may include protective finishes, but they are not stain-proof, scratch-proof, or waterproof.
Please follow our Product Care instructions and clean spills promptly.
Yes. We recommend ordering swatches before purchasing upholstered furniture.
Swatches help you evaluate color, texture, feel, leather finish, and how the material looks in your home lighting.
View available swatches on our Swatches page or contact OONNO Customer Support for help choosing the right material.
Yes. OONNO works to select materials suitable for residential furniture use and partners with suppliers that meet our quality expectations.
For specific material details, please refer to the product page or contact OONNO Customer Support.
OONNO products are designed with attention to materials, construction, and everyday residential use.
Each product is reviewed through our quality control process before shipment. If you receive an item with a confirmed manufacturing defect, please contact us for support.
Before placing your order, please measure your room, doorway, hallway, elevator, stairway, and any tight turns.
Compare those measurements with the product dimensions listed on the product page.
If you are unsure whether an item will fit, contact OONNO Customer Support before ordering.
Please measure:
- The room where the furniture will be placed
- Doorways and entryways
- Hallways and corners
- Stairways
- Elevators
- Ceiling height where needed
- Building access points
For large modular sofas, also confirm that each module can be moved safely into the room.
Check the product dimensions, including overall height, overall depth, seat height, and seat depth.
A deeper seat may feel more relaxed and lounge-like, while a shallower seat may feel more upright and supportive.
If you are unsure which size is right for your height, posture, or room layout, contact our support team before ordering.
If the item does not fit in your space, it may be eligible for return or exchange under our Returns & Exchanges policy, provided it meets the return eligibility requirements.
We strongly recommend measuring carefully before placing your order.
OONNO currently ships eligible orders to the United States and Canada, excluding Alaska, Hawaii, Puerto Rico, Nunavut, and certain remote or restricted regions.
Remote addresses may require additional fees or may not be serviceable by our delivery partners.
Delivery timing varies by product, destination, inventory status, and selected delivery method.
Large furniture and modular sofa orders may take longer than smaller in-stock items. Once your order ships, you will receive tracking information by email.
For freight or large-item delivery, the carrier may contact you directly to schedule a delivery appointment.
In some cases, OONNO may be able to hold or defer delivery for up to 90 days.
Please contact us before shipment to confirm availability, storage limitations, and any scheduling restrictions.
At this time, OONNO does not offer old furniture removal.
We recommend arranging removal with a local furniture removal, donation, or junk removal service before your delivery date.
Not always. Items may ship separately depending on inventory, product type, warehouse location, and carrier scheduling.
You will receive tracking updates as your items ship.
Once your order ships, you will receive tracking information by email. You can also use the Track Order page.
If delivery fails due to incorrect address, refusal, missed appointment, lack of access, or unavailable recipient, additional fees may apply.
Approved refunds are typically processed within 3–5 business days after return inspection. Your bank or payment provider may require additional time to post the refund.
We strongly recommend measuring carefully before placing your order.
Eligible OONNO seating may be returned or exchanged within 60 days of delivery, provided it is in like-new condition and meets our return eligibility requirements.
If the size, fabric, leather, color, or configuration is not right, we recommend contacting us about an exchange.
Yes. Eligible sofa orders may qualify for one exchange handling waiver within the 60-Day Home Trial period.
Price differences, pickup fees, delivery fees, or availability limitations may apply.
The OONNO Limited Warranty covers confirmed manufacturing defects in materials and workmanship. Coverage varies by component.
No. Stains, odors, pet damage, scratches, fading, and normal wear are not covered by the Limited Warranty.
Contact OONNO Customer Support with your order number, product name, issue description, and photos or videos showing the issue.
Yes. Damage caused by improper cleaning, harsh chemicals, unapproved fabric protectors, excessive moisture, heat, sunlight, or misuse may not be covered by the OONNO Limited Warranty.
Please follow our Product Care instructions for your specific material.
Please provide clear photos of:
- The damaged area
- The full product
- The packaging
- The shipping label
- Any missing or incorrect parts, if applicable
These photos help our team review the issue and work with the carrier when needed.
Vacuum regularly using a soft brush attachment. Blot spills immediately with a clean, dry cloth. Do not rub or oversaturate the fabric.
Dust regularly with a soft, dry cloth. Keep leather away from direct sunlight and heat. Use only approved leather care products.
Yes. Cushions and fillings naturally soften with use. Normal cushion settling, wrinkles, and comfort changes are not considered manufacturing defects.
Please visit our Product Care page for detailed cleaning and maintenance guidance.
Different materials may require different care methods. Always follow the care instructions for your specific fabric, leather, wood, or finish.
If you live with pets, we recommend using throws or protective covers in high-use areas, vacuuming regularly, trimming pet nails, and cleaning accidents promptly.
Pet-related damage, stains, odors, scratches, punctures, and chewing are not covered by the Limited Warranty.
Your payment method may be authorized or charged when your order is placed. Payment timing may vary by payment provider.
Approved refunds are typically issued to the original payment method whenever possible. If that method is no longer available, OONNO may issue store credit.
Financing or installment options may be available at checkout depending on your region, order value, and payment provider.
Please review the financing provider’s terms before completing your order.
Our checkout may accept many internationally issued credit cards, depending on the card issuer, billing address, fraud review, and payment provider.
If your payment is declined, please contact your bank or try another payment method.
You can enter an eligible promo code at checkout.
Only one promo code may be used per order unless otherwise stated.
No. Only one promo code may be used per order unless otherwise stated.
Prices may change over time due to material costs, inventory, promotions, seasonal demand, and other business factors.
The price shown at checkout is the price that applies to your order at the time of purchase.
If the listed selling price of an item drops on oonnostudio.com within 60 days of your order date, you may contact OONNO Customer Support to request a one-time price adjustment.
Price adjustments are based on the listed selling price before promotional codes, discounts, taxes, shipping, or service fees.
Clearance items, Final Sale items, custom orders, bundles, pricing errors, and third-party prices may be excluded.
Yes. We welcome interior designers, builders, and industry professionals.
Please contact us for trade support, project assistance, and eligible trade pricing.
Yes. For offices, lobbies, hospitality spaces, staging projects, or other commercial needs, please contact our team before ordering.
Commercial projects may require separate terms, lead times, pricing, and warranty conditions.
Yes. OONNO offers an affiliate program for eligible partners.
Please visit our Affiliate Program page to learn more.
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