Returns & Cancellation
We’re sure you’ll love your Olivia's purchase!
However, if you feel it needs to be cancelled or returned, you can contact us for a full refund or exchange within 30 days of delivery.
We must be made aware of your intent to return within 14 days of delivery. Any orders that are cancelled after dispatch will have the shipping costs deducted from the refund.
Your Right To Cancel
In the UK you have a legal right, under the Consumer Contracts Regulations June 2014, to cancel your order within 14 days following your receipt of the goods. Refunds for orders cancelled under the provisions of the Consumer Contracts Regulations will be processed and can take up to 14 days from when your order is cancelled.
Under the Consumer Contracts Regulations June 2014 you have a duty to take reasonable care of Products whilst they are in your possession. You will receive a full refund of the purchase price of the Products.
Our Returns Process
If you wish to return your item to Olivia's, it must be in the original manufacturers packaging and in a resalable condition
You can return a product by the following methods:
1. Request via our Olivia's Return Customer Service Portal
At the top of the page, simply enter your order number and email address. Select a reason and the product. Our Customer Service team will contact you in the next 48 working hours and take the necessary steps.
2. Request a Collection via Olivia's Customer Services Team
Please click Contact Us section at the bottom of our website. (Monday- Friday 09:00 - 17:30. We will be able to arrange a collection for your item on a convenient date for you. Please ensure that you provide your order number when contacting customer services.
If you are returning the item under your 14 day right to cancel, then a collection charge will be applied depending on the courier that delivered your parcel, weight and location. Our Customer Service team will provide a price via an invoice. This will need to be paid before we can arrange a collection with our courier. Please see below for our collection charges.
APC £25
Parcelforce Under 30kg, Max Length 150cm Items £10
Parcelforce Under 30kg, Max Length 250cm, £18
Furdeco Under 30kg £45
Furdeco 30kg - 80kg £75
Furdeco Over 80kg £185
Northern Ireland (Small) £40
Northern Ireland (Large) £165
Packaging Upon Collection - Our couriers can not collect goods which are not packaged. We reserve the right to charge a 20% repackaging fee for item/s that need repackaging, this would be deducted from your refund.
If you are not at home when we try to collect, we reserve the right to deduct from your refund or charge your credit card the direct costs to us of the failed return in accordance with the Consumer Protection (Distance Selling) Regulations 2000.
3. Post back the item to the Olivia's Distribution Centre
You are of course welcome to use your own courier to return an item.
Use the return slip which will be enclosed within your goods. This method of return will be at your own cost. Please make sure all items are well packaged and insured as we will not be able to process a return for goods that are damaged when received back.
Our returns address is:
Olivia’s.com, Unit B, The Slope, Diamond Way, Stone, Staffordshire, ST15 0SD
Damaged Products - Notify within 48 Hours
We make every effort to ensure your item doesn't arrive damaged. In the event that the product arrives damaged, you must contact our Customer Service team within 48 hours of delivery.
To contact our Customer Services team please click Contact Us (Monday- Friday 09:00 - 17:30. Please make sure that you attach images of the damage to help assist our investigations.
We will then arrange for a replacement (stock dependant) or refund and the damaged item to be collected free of charge.
Faulty Products - Within 30 Days
If any product you purchase develops a fault or you believe is faulty within 30 days, we will offer an exchange, refund or repair as appropriate, in accordance with your legal rights.
To contact our Customer Services team please click Contact Us (Monday- Friday 09:00 - 17:30. Please make sure that you provide information on the fault, to help assist our investigations.
We will then arrange for a replacement (stock dependant) or refund and the faulty item to be collected free of charge.
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.
Recalls
In the extremely rare event that we may recall a product, you agree to cooperate fully with us and will provide all reasonable assistance as required by us.