Delivery & Returns

We offer three delivery methods:

  1. Standard UK Delivery
  2. Express Delivery
  3. Delivery by Olivia's approved suppliers

Your delivery method will vary depending on the items in your basket; by size, weight, fragility and supplier. If you’re unsure of the delivery method of your order please contact our team at info@moot.group

Standard UK Delivery

Costs and timings

Standard UK delivery is £4.95 and free on orders over £100.

Standard UK delivery is Monday to Friday (we aim to deliver in 5 – 10 working days). The exact lead time depends on your postcode and availability of delivery slots at that time.

There are a small number of postcodes, usually in remote areas, where we cannot guarantee delivery within our usual time scale and a surcharge will be added to your order total. For these rates read our remote areas costs and timings.

Smaller Items

Smaller items are usually delivered within 5-10 working days, Monday to Friday 8am – 6pm.

Once your item has left our warehouse, we’ll send you an email with tracking information.

Large and Fragile Items

Large and fragile items, including furniture and mirrors will either be delivered by a specialist courier or direct from our approved suppliers.

Our chosen courier will book in by text message and email (2-3 days prior to delivery) providing you a three hour time slot to approve.

You must reply to confirm this delivery date for your delivery to scheduled. If you fail to respond and confirm you will be offered a different delivery slot which will be for a later date.

If you have specific delivery instructions for the driver (e.g. leave with a neighbour or in a safe place) please contact the team on info@moot.group or call our customer service team.

On the evening before your delivery you will receive a text message to narrow your am or pm slot down to a 3-hour window.

What to expect on the day of delivery

You will receive a courtesy call up to 30 minutes prior to delivery. Our courier will take your item(s) to a downstairs ‘room of choice’.

You must be home to accept delivery and items will need to be signed for. If no-one is home the courier will attempt to delivery a neighbour then return your items to the depot for a new delivery date to be agreed.

We advise you inspect items with the driver still present so if there are any issues present the item will be taken away with the driver and you won’t be left with a large item waiting for replacement.

Why is my delivery time longer than expected?

We work with specialist fragile and furniture couriers to ensure your order is delivered to you as quickly and safely as possible. Unfortunately, with large and fragile items it is not possible for us to deliver using express services without a high risk of the item reaching you damaged.

We also work with various approved suppliers, who help us offer you a wider range of products. These suppliers may offer different delivery times and options. Find more information on delivery by our approved suppliers here.

Please wait until your delivery due time has passed before contacting us.

Remote areas costs and timings

For deliveries to Northern Ireland surcharge will be added to your order total:

Small items + Accessories: £18.00
Large or Fragile items: £70

Deliveries to remote areas may sometimes take more than 10 days; this is due to limited carrier availability in these areas. Our carrier will call you to arrange delivery after you’ve placed your order.

Express Delivery

    Some items are available on an express delivery service, including Industville lighting and BaaStool seating.

    Couriers used for express deliveries include FedEx and DPD. You will be contacted with a tracking number and items are usually delivered within 3 working days.

    Delivery by Olivia's approved suppliers

    In order to offer you an extended range we arrange for certain products to be delivered by our approved suppliers.

    Delivery in these cases will be managed directly by our suppliers, but we’ll do whatever we can to assist you in the event of any concerns.

    If your order is overdue, contact Customer Services on info@moot.group.

    Delivery estimates for Olivia's approved suppliers:

    Supplier

    Courier

    Time

    Andrew Martin

    All medium items (such as chairs and other smaller furniture) are delivered via a one-man delivery service.


    For larger furniture (such as sofas, dining tables, cabinets and other larger furniture), we use a specialist white glove courier company to deliver to UK mainland addresses.


    As soon as your order is packaged and ready to go Andrew Martin will be in touch with you to arrange a delivery slot which is convenient for you.


    On the day of delivery you’ll also receive a phone call to confirm a 1 hour delivery window.


    Please note that for non-mainland UK delivery addresses, a white glove delivery service cannot be offered, all deliveries will be by pallet network.

    5 - 10 Working Days*

    Gallery

    As soon as your order is packaged and ready to go Gallery will be in touch with you to arrange a delivery slot which is convenient for you.


    On the day of delivery you’ll also receive a phone call to confirm a delivery window.


    For large furniture pieces a specialist courier may be used.

    5 - 10 Working Days*

    BaaStool & Industville

    As soon as your order is packed and ready to go BaaStool or Industville will  email you with a delivery date and a DPD tracking number.


    You will receive a 1 hour delivery slot when your order is on the way, if you want to make changes to your deliver such as address or delivery date this can be done through DPD.

    2-3 Working Days*

    Skyline

    All Skyline orders are delivered using a white glove delivery service which is inclusive of on site assembly, installation, set-up, placement and removal of all waste.


    As soon as your order is packaged and ready to go Skyline will be in touch with you to arrange a delivery slot which is convenient for you.


    On the day of delivery you’ll also receive a phone call to confirm a delivery window.

    21 Working Days*


    Delivery in these cases will be managed directly by our suppliers, but we’ll do whatever we can to assist you in the event of any concerns. The delivery time estimate may vary depending on product availability and postcode.

    Tracking deliveries from approved suppliers

    It may be possible for you to track your items - check your confirmation email or any communication from the supplier for further details. We’re sorry that you won’t be able to track all deliveries being fulfilled by our approved suppliers.

    We’ll always help if you have any concerns, though please wait until your delivery due time has passed as it means we can assist you more easily.

    Help with an approved supplier delivery

    If your order is overdue, or accidentally damaged in transit, or you have any query about your order, call our Customer Services team or email info@moot.group.

    We will be able to contact the supplier on your behalf; please note though, that the opening hours of our Customer services team are 9-5.30pm, Monday-Thursday, 9-3pm Friday, but those of our suppliers may differ.

    Deliveries of multiple items

    If you have ordered multiple items in the same order your items may arrive on different days or from different couriers, but you won’t be charged for additional deliveries.

    If you order items with both standard, express and approved dispatch times, they will be delivered separately in most cases.

    Please wait until your delivery due time has passed before contacting us.

    Help with my delivery

    If your delivery is overdue, or your items have been accidentally damaged in transit, or for any other queries, call our customer services team for assistance (9-5:30pm Monday-Thursday, 9-3pm Fridays) or email info@moot.group

    If your order is being delivered by one of our approved suppliers and it’s overdue, please contact our Customer Services team who will be able to contact the supplier on your behalf. Please note though, that the opening hours of our contact centre may be different to those of the supplier so we may not be able to give you an immediate response.


    Cancellations and returns

    We’re sure you’ll love your Olivia's purchase once received, however, if you don’t you can return it to us for a full refund or exchange within 14 days of delivery.

    To cancel or return your order, please email us at info@moot.group

    Returned items must be in a resalable condition and you are responsible for their safe return including the cost of postage. We can collect for a pre-agreed fee or you can arrange to return items yourself. This fee will be deduced from your refund.

    Please make sure you have checked the dimensions of all of the products you wish to order to ensure access is not a problem during delivery. Any item returned to us with the courier for this reason will be charged for shipping and also return carriage which will be deducted from your refund. If you are unsure of how the item will be packaged or would like any help with this please feel free to contact customer services.

    It is the buyers responsibility to ensure that items are adequately packaged in order to avoid damage on return.

    Our returns address is:

    Olivia's, Unit 1, Storage Boost, Staples Close, Redhill Business Park, Stone Road, Stafford ST16 1WQ

    Your refund will be processed once your item is received back at the warehouse in a resalable condition.

    Damaged Items

    We quality check each and every item before dispatch, and ask you also inspect the item as soon as it is delivered to you. In the rare case an item is delivered with any imperfections or damage we ask you let us know within 24 hours of receiving it.

    We regret that beyond this time, due to circumstances beyond our control we may be unable to process your request.

    When contacting us regarding a damaged item please provide as much information as possible.

    If a product arrives damaged, or there is an issue which cannot be resolved with either a full replacement or replacement parts, Olivia's will collect the items free of charge and issue a full refund. Further reductions to the refund may be made if the item shows signs of use or damage.

    How long will my refund take?

    We will process your refund once your items have been received back in our warehouse and the return has been processed. This will take no longer than 14 days. For security reasons, we are only able to refund the original method of payment used when purchasing the product.

    If you used PayPal to pay for the order, your money will go back to your PayPal account balance.

    Self assembly

    When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts listed to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturer’s instructions.

    We cannot refund products that have been wrongly fitted or be responsible for any consequences of miss-fitting our products. We strongly recommend that you employ only qualified and experienced joiners and electricians to install our products.

    Contacting Olivia's

    info@moot.group