To raise a return for your goods please click here - (https://olivias.com/pages/returns)
In order to support our Customer Service team at this exceptionally busy period, we ask that you avoid contacting our CS team for order updates at this time. You will receive an email notification once your order is due for dispatch which will include all relevant shipping details. We will do our best to provide updates in the meantime.
We offer two delivery methods:
- Standard UK Delivery
- 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 email@example.com. Your delivery estimate will be shown on your order confirmation.
Standard UK Delivery
Costs and timings
*All of the products delivery lead times can be found within the products page.
Standard UK delivery is £6.95 and free on orders over £100.
We use DPD for small non fragile items, TNT for larger non fragile items and Kinetic Logistics for large and fragile goods.
There are a small number of postcodes, usually in remote areas, where we cannot guarantee delivery within our usual time scale and a surcharge may be added to your order total. For these rates read our remote areas costs and timings.
Once your item has left our warehouse, we’ll send you an email with tracking information. For non fragile items under 1m in length we use DPD who will text you on the morning of delivery with a 'one-hour' time window. For oversized items we use TNT and timed deliveries are not available so deliveries will be an all day 8am-6pm window. We will email you on the day prior to delivery with dispatch notification and a tracking number.
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 be scheduled. If you fail to respond and confirm you will be offered a different delivery slot which will be for a later date.
On the evening before your delivery you will receive a text message to remind you that your order is on its way.
If delivery is missed and the order is subsequently cancelled then the delivery charge will be deducted from your refund. If the item can not be delivered due to an access issue or because the item is too large to fit into the property then again the shipping fee will be deducted from your refund.
What to expect on the day of delivery
For large and fragile items 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’.
DPD will text you with a timed window on the day of delivery and also give you the opportunity to deliver to a neighbour or safe place.
Unfortunately TNT are not able to contact you on the day of delivery. If there is nobody home they will attempt to deliver to a neighbour before taking the parcel away and attempting delivery on another day.
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 deliver to a neighbour or 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 risk of the item being 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: £6.50
Large or Fragile items: £75
Deliveries to remote areas may sometimes take a little longer, this is due to limited carrier availability in these areas. Our carrier will call you to arrange delivery after you’ve placed your order.
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 firstname.lastname@example.org
Delivery estimates for Olivia's approved suppliers:
Andrew Martin, Native Home, Industville, RV Astley, Maze Rattan and Hoefats orders will be delivered directly to you from our supplier. A tailored delivery estimate is shown on all product pages.
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 email@example.com
We will be able to contact the supplier on your behalf; please note though, that the opening hours of our Customer services team are 9am-5.30pm Monday-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 (9am-5:30pm Monday-Friday) or email firstname.lastname@example.org
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 email@example.com
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:
Unit B, The Slope, Diamond Way, Stone, Staffordshire, ST15 0SD
Your refund will be processed once your item is received back at the warehouse in a resalable condition.
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 to let us know within 24 hours of receiving your parcel.
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.
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.
Call - 0800 6349236
Email - firstname.lastname@example.org