FAQs

 

How do I place an order?

• You can call Olivia's directly on the number provided on our website, or you can order online via our website and pay at checkout. 

 

Do you take payment via PayPal? What other methods of payment do you accept?

• We accept PayPal and all major credit cards, i.e Visa, American Express, Mastercard. We also have a Finance option available ‘Klarna’.

 

How can I track my order?

• This depends on which carrier your item is coming with. If your item is non-fragile, then it shall come via our express carrier TNT. Once your order has been dispatched, you will receive an email from us containing your tracking number and a link to track your parcel for TNT.

If your item is considered fragile, it shall come via out fragile goods carrier Kinetic Logistics. Kinetic Logistics send you an email & text message prior to delivery, to arrange a day and time slot. 

 

Where is my order and how long until delivery?

• This depends on what carrier your item is coming. Once your item is with TNT, delivery is normally between 24-48 hours and you’ll receive tracking via your email. If your item is with Kinetic Logistics, delivery can take between 3-5 days and prior to delivery, they will send you an email & text message with a delivery day & slot you can confirm or reject. 

 

What delivery options do you offer?

• We don’t offer delivery options as we use two specific carriers. TNT are our express deliveries, normally between 24-48 hrs and Kinetic Logistics are between 3-5 days, once placed in to route planning. 

 

Will all my items be delivered together?

• This depends on whether or not your items are from the same supplier. If they are from two different suppliers, delivery times/ days may vary.

 

Can I choose my delivery day?

• You can’t choose a specific delivery day yourself, but we do what we can to assist you. TNT are quite helpful and take on board your requirements and Kinetic Logistics will send a text message / email prior to delivery with a time and date, you can accept or reject.

 

Can I advise to leave my parcel in a safe place/neighbour/commercial property?

• Yes, we can pass on your delivery requirement to our carrier’s.

 

I’m not going to be in on my allocated delivery day, what do I do?

• We advise you call/email us if you know you will not be in to accept delivery. We can get in touch with the carrier and advise them of your delivery instructions/requirements. With Kinetic Logistics, they send a text/email prior to delivery with a date/time for you to accept or reject, so you’ll know in advance whether or not anyone will be in to accept delivery.

 

I’ve missed my delivery, How do I re-arrange?

• You can either call or email us directly and we can assist you with re-arranging delivery with our carrier’s.

 

Do you ship internationally? 

• Unfortunately, we do not ship internationally. 

 

Can I change my delivery address once my order has been placed?

• Yes you can, if you email/call our customer support team, they can access your details and change your delivery address. 

 

Can I add an extra item to my order once it’s been placed, to be delivered with the original order?

• Unfortunately no, once you have placed an order you can’t add on any additional items. You would have to go online via our website and add additional items to your basket, then proceed to checkout.

 

How do I apply for the ‘10% off your first order’ promo code and how do I apply it at checkout?

• You need to subscribe to the Olivia's mailing list via our website, at the bottom of the page and once you’ve selected all your items, head to your basket and there is a box by checkout where you can apply your discount code. 

 

My promo code is not working, what do I do?

• Check to see if the item selected is not a sale item, as if it’s already been discounted, you won’t be able to use your promo code. Also, if you have ordered previously from our website, your code will not work as it’s only valid for first time orders. If there is an error message, please call our customer service agents to assist you.  

 

I’m trying to purchase my items at checkout via the finance option and this is not working, what do I do? 

• Please call the customer support team on 02030050833, who can advise your next steps and eligibility.

 

Can I use multiple codes?

• No, unfortunately you can’t.

 

Where can I find out what the dimensions are for products?

• If you search for your item, it will show the dimensions in the product information. If for any reason the dimensions aren’t there, you can speak to our friendly customer service team.

 

 What happens if I receive a damaged/faulty/incorrect item?

• If you have received something damaged, faulty etc, please call our customer service team or email info@moot.group to discuss the returns process. 

 

The item I received is not like the picture on the website, how do I proceed on returning this?

• If you are not 100% happy with your purchase, please call our customer service team or email info@moot.group to discuss the returns process. 

 

Do you offer replacements and how long does it take for the replacement to be delivered?

• We do offer replacement items. The time scale expected for the replacement item does vary on what the product is and which supplier it comes from. For further assistance, please call our customer service team or you can email info@moot.group.

 

What is your returns policy and how do I return an item?

• We do accept returns and advise you call our customer service team or you can email info@moot.group and we can provide you with the full returns policy and how to proceed.

 

Once the item is collected, how long does it take to be received back into your warehouse?

• Depending on which carrier has collected your item, can affect the time taken to be received back into our warehouse. We tend to advise a full week. 

 

How long does a refund take to show back in my account? 

• Refunds take 3-5 working days to appear back in your account, once actioned.  

 

I purchased an item which isn’t in great condition and I am not satisfied, but I do not wish to return it, can you offer any discount/return of funds? 

• If you purchase an item you aren’t 100% happy with, but aren’t able to wait for the replacement, we do advise to our customers, we can have a conversation about possible discounts as a gesture of good will. If you need to speak to someone regarding an item you are not satisfied with, please call our customer service team or you can email info@moot.group.