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FAQ'S
1. 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.

2. 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 the number provided on our Contact Us page and we will happily place the order for you.

There are a number of ways you can search for a product.

Simple browse through the categories at the top of the homepage and then refine what you are looking for by clicking on each section, spilt into either product types or brand types.

Alternatively, if you know exactly what you want, just type in the product name or brand into our search facility (top right of the website) and we will find you everything related to your specific search.

Once you have found what you are looking for, click ‘add to basket’ or ‘buy it now’ when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

Don't forget to check out our New In section for the latest trends.

4. WHAT PAYMENT TYPES DO YOU ACCEPT?

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

Please see our Payment & Promo section for more detail.

5. WHEN IS 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.

6. MY PAYMENT HAS BEEN 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, card type are correct, and 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.

7. HOW DO I USE A DISCOUNT CODE?

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

8. WHY ISN’T MY DISCOUNT CODE 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 & Promo section.

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

9. DO YOU OFFER NHS OR BLUE LIGHT CARD DISCOUNT?

We are sorry to say that we are currently not offering any further discount, however, please take advantage of our promo codes that are available on our website home page.

From everyone at Olivia’s, thank you for all your hard work in keeping us safe.

10. I NEED MORE INFORMATION ON 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.

11. DO YOU HAVE A CATALOGUE OF PRODUCTS?

We don’t currently have catalogues; however, you can sign up to our mailing list for all the latest products and promotions.

12. 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.

13. I NEED TO KNOW WHEN A PRODUCT IS BACK IN STOCK?

All our available products are listed on our website. If we have a date they are due in, it will be stated on the product page. Currently, we cannot give dates of when a product is back in stock, as soon as it’s back in stock it will reappear on our website, keep a close eye!

14. 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.

15. 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 re-set 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.

16. WHAT IS OUTLET?

These are cancelled or ex-display products from our store or photoshoots, which are quality checked before being listed on our website and can be discounted up to 35%!

All promo codes are exempt from these products as they are already discounted. All Outlet products are fully covered by our returns policy.

17. 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 & Promo section for full details.

18. 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.

19. 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.

20. 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 (Small goods) and APC (Fragile goods) which will only be live once its out for delivery. If your item is being shipped by Furdeco (Large goods), you will receive an SMS to arrange a suitable delivery date for you.

Please refer to our delivery information policy for full details.

21. WHERE IS MY ORDER?

Please rest assure that your order will be expedited as soon as possible, we adhere to our estimated delivery timescales stated next to each product, should there be any delays, our customer service team will keep you up to date every step of the way.

22. DO YOU DELIVER INTERNATIONALLY?

Currently we are not able to deliver Internationally. We hope to be able to do so in the future.

We are unable to offer next day delivery, please see our estimated delivery timescales on each product.

24. 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 and Furdeco (larger goods) will send a SMS/Email to arrange a suitable day for delivery.

25. HOW DO I RETURN AN ITEM?

We must be notified within 14 days of receiving your goods and complete your return within 30 days.

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

The cost will need to be paid for prior to arranging the collection. Please see our Return Section for collection charge. Our customer service team will be happy to arrange the collection of any return,

Alternatively, you can send the product back with your own courier, we would recommend using a tracked/insured service as we cannot provide a refund or replacement if damaged by the courier.

26. CAN I RETURN A PRODUCT WITH MY OWN COURIER?

You are of course welcome to use your own courier to return an item.

Before returning, please make sure that the item is in the original packaging and a resalable condition within 30 days of your original purchase date.

Please make sure that you use the return slip which will be enclosed within your goods and write your full name and order number on the returns slip.

This method of return will be at your own cost. Make sure all items are well packaged and insured as we will not be able to process a return refund for goods that are damaged or lost by the courier, you would need to claim this back from the courier.

Please see our contact us section for our Olivia’s return address.

27. WHERE CAN I GET A RETURNS FORM FROM?

Don't worry if you can't find your returns form, simply click here to access the relevant form and follow the instructions, not forgetting to make note of your order and full name as we need your details to process any return. Then pop the note in your parcel with your goods.

28. HOW CAN I RETURN A FAULTY ITEM?

We want all our customers to be happy with their purchases however should you discover a fault within 30 days, please contact our Customer Service Team as soon as possible and include order number and description of the fault to avoid any delays.

29. HOW CAN I RETURN A DAMAGED ITEM?

In the event that your order arrives in a damaged condition, please contact our Customer Service Team within 48 hours of delivery and include order number, clear image/s and description to avoid any delays.

Where possible we will arrange to send a qualified tradesman to repair your item, if not, we will arrange a replacement or refund.

30. HOW CAN I RETURN AN INCORRECT ITEM?

We are sorry if you have received an incorrect item in your order, to enable us to resolve the issue promptly please contact our Customer Service team as soon as possible. Please include order number, image and description to avoid any delays.

31. THE ITEM I’VE RECEIVED IS DIFFERENT TO WHAT IS ADVERTISED?

Our apologises if this has been the case, to get this resolved please contact our Customer Service team as soon as possible.

32. HOW CAN I REBOOK A COLLECTION?

If you have missed your collection or need to rearrange/rebook, please contact our Customer Service team as soon as possible to allow time for us to speak with our courier and rearrange for you.

33. HOW MUCH DO YOU CHARGE FOR COLLECTIONS?

The collection fee is dependent on the product, size, weight and your location. A good indication will be the courier that delivered your parcel. Please see our Returns/Refunds policy for a full list of charges. If you are struggling contact our Customer Service team, who can provide an accurate price for you.

34. HOW LONG DOES A REFUND TAKE TO PROCESS?

Upon receiving your refund notification, it may take up to 14 days depending on your bank and payment type.

35. DO YOU OFFER REPLACEMENTS AND HOW LONG DOES IT

If for any reason we need to replace your order, it will take the same estimated delivery timescales stated next to the product on our website, we will expedite as soon as possible and quality check before being shipped.

36. CAN I GET A COPY OF AN INVOICE OR VAT RECEIPT?

Please contact our Customer Service team who can get this sent to you via email.

37. DO YOU OFFER TRADE DISCOUNT?

We do! A trade account at Olivia's gives you access to our interior designers, retailers and exclusive access to the top interior brands. 

We offer amazing trade discount and a dedicated account manager to help you choose the perfect pieces for your designs.

Please visit our Trade section to contact us.

38. DO YOU HAVE AN OLIVIA’S SHOP?

Yes, we do. Our Olivia’s shop is located in Eccleshall.

Our Address: 36 High St, Stafford ST21 6BZ

Our Opening Hours: Tuesday to Saturday 10.00am - 5.00pm.

39. HOW CAN I SIGN UP TO THE MAILING LIST?

At the bottom of our website there is a sign up to our newsletter option or alternatively create an account.

You’ll be able to keep up to date with all the latest trends and promotions we have available.

40. DO YOU SELL GIFT CARDS?

Yes we do, they are available to purchase on our website, should you wish to purchase over the phone, please contact our Customer Service team.

41. HOW DO I USE MY GIFT CARD?

When you are checking out and you have the item in your cart, enter the 16 digitgift card number into the discount box and click ‘apply’.

Please note the Gift Card cannot be used in conjuction with any other promotion code.

If you are having any issues, please contact our Customer Service team.

42. HOW CAN I CHECK THE BALANCE OF MY GIFT CARD?

You will need to contact our Customer Service team and they will happily advise what you have remaining and how long to use it as it will expire after 12 months.

Gift cards can be used more than once, and any balance remaining may be applied on future purchases.

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