FAQ's
HOW DO I GET IN TOUCH WITH CUSTOMER SERVICE?

Our friendly Customer Service team would love to hear from you, so please do get in touch by clicking on our Contact Us section and filling out the contact form.

HOW DO I PLACE AN ORDER?

You can order online via our website and pay at checkout. Or alternatively, you can call Olivia's directly on 08081649070
Or use our contact form and we will happily place the order for you.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept PayPal and all major credit cards: Visa, American Express, Mastercard. We also have multiple finance options available Klarna.

Please see our Payment & Promotions section for more detail.

WHEN WILL PAYMENT TAKEN?

Once your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we would recommend you contact your bank or card issuer to understand why they were unable to authorise the payment

WHY HAS MY PAYMENT DECLINED?

Payment can be declined for a number of reasons. Try checking the details to ensure that the card details such as the start date, and card type are correct
and that your billing address is the same address registered to the card.

If the problem persists, try contacting your bank or card issuer. If you are still experiencing problems, please contact our Customer Service team.

HOW DO I USE A DISCOUNT CODE?

Please make sure you type your discount code into the appropriate box when you check out and click ‘Apply’ to apply it to your order,
happy shopping!

WHY ISN’T MY DISCOUNT WORKING?

Only one discount offer or promotion code can be used per transaction.

Promo codes cannot be applied to Sale items, Outlet and already discounted items. It also excludes certain Brands, for the up-to-date list, please see on
our Payment & Promtions section.

Should you need any further help, please contact our Customer Service team.

WHERE CAN I GET MORE INFORMATION ABOUT A PRODUCT?

If you don’t find the information you are looking for on the product page and the description information underneath the
product image, please contact our Customer Service and we will be happy to help

I’VE SEEN A PRODUCT, BUT IT APPEARS TO BE OUT OF STOCK?

Some of our most popular products will sell out of stock very quickly. As we try to keep our products fresh we add new products regularly so you might just find something similar to the one you were looking for.

Try browsing through our departments at the top of the webpage and then refine the type of item you are looking for by clicking on each of the sub sections.

Alternatively, you can type in the product or brand into our search facility (top right of the Website) and we will find you everything related to your specific search

DO I NEED TO SET UP AN ACCOUNT TO SHOP WITH YOU?

No, but it will make it make your shopping experience much easier with us in the future if you do.

Setting up an account will allow
you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, wish list, regular newsletters, as well as exclusive discounts and special offers.

You can sign up or you can start shopping straight away and set your account up when you check out, whichever you prefer

I’M HAVING PROBLEMS LOGGING INTO MY OLIVIA’S ACCOUNT?

It sounds obvious, but make sure you are entering your details in the
correct case first (lower/upper). If you have done this and are still having problems, you can reset your password using the forgotten your password link.

Or, please do get in touch with a member of our Customer Service team and they will help you as soon as possible.

WHAT IS OUTLET?

Olivia's Outlet products are cancelled orders or ex-display products, which are quality checked before being listed on our website and discounted by up to 60%

We only accept returns for products bought through our outlet if the item is not as described or the item is not fit for purpose. This does not affect your statutory rights.

All promo codes are exempt from these products as they are already discounted.

DO YOU PRICE MATCH?

We review our pricing on a daily basis to ensure we’re bringing you the best price possible, however, in the rare case you find a product cheaper elsewhere we promise to beat that price for you.

There are a few terms and conditions specific to Olivia's Price Promise, so check out our Payment & Promotions section for full details.

HOW CAN I CANCEL OR CHANGE MY ORDER/ADDRESS?

You can cancel or change your delivery address by contacting our Customer Service team. You
will need your order number and email address to hand.

Your order can be cancelled or changed at any time until it has been dispatched from our distribution centre.

HOW DO I REPORT A MISSING ITEM?

To ensure you receive your items as soon as possible we will occasionally dispatch items separately. Our luxury products (including made-to-order) can be also shipped directly from the manufacturer and may also arrive separately.

Please check your order confirmation and estimated delivery timescales from
each item on your order to make sure you are not missing anything that is outside of the delivery timescales stated on our website.

If you discover something is missing, then please contact our Customer Service team as soon
as possible.

HOW CAN I TRACK MY ORDER?

Once your item has been quality checked, it will be dispatched from our distribution centre, you will receive tracking information for Parcelforce (Smallgoods) and APC (Fragile goods) which will only be live once it's out for delivery.

Please refer to our delivery information policy for full details.

CAN I CHOOSE MY DELIVERY DAY?

Unfortunately, you cannot choose a specific delivery day yourself, but we do our best to request it for you, however, this is not guaranteed. Parcelforce (smaller goods) will provide a 1-2 hour timeslot, APC (fragile goods) is an
all-day service.

HOW DO I RETURN AN ITEM?

We hope you’re happy with your purchase but if not, that’s ok. Simply contact our Customer Service within 14 days of delivery.

This is only applicable if the item/s returned are complete, in resalable condition, unused and with the correct packaging

Visit our Returns Section for more information.