If you encounter any problems with the form above please email firstname.lastname@example.org with subject Returns
We’re sure you’ll love your Olivia's purchase, however, if you don’t you can return it to 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 though. Any orders that are cancelled after dispatch will have the shipping costs deducted from the refund.
To cancel or return your order, please complete the form at the top of this page.
Our Returns Policy
- Returned items must be in the original manufacturers packaging and in a resalable condition. Our regular couriers can not collect goods which are not packaged. We reserve the right to charge a 20% repackaging fee for items that need repackaging .
- You are responsible for the safe return of your items, including the cost of postage. Please ensure all goods are returned as they are shipped including manufacturers and any outer packaging.
- Should you no longer require your item then the original delivery charge will be deducted from your refund.
- Collection fees will also apply if you would like us to collect the item with our couriers. A quote for this will be provided before the return is confirmed.
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.
Can you collect my return for me?
We are happy to organise collections for you. Any collection fee will be deducted from your refund. The collection will be arranged with the courier who delivered your order. Please note, a £25 fee is charged for failed collections, please ensure you are at the property during the collection time and date. If you are not going to be in then please inform customer services more than 24 hours before.
Can I use my own courier?
You are of course welcome to use your own courier to return an item. 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
My item has arrived and it’s damaged.
We QC every item before dispatch, and ask you also inspect the item as soon as it is delivered to you. We do need to be made aware of any imperfections or damage to your order within 48 hours of delivery. We regret that beyond this time, due to circumstances beyond our control we will be unable to process your refund.
When contacting us regarding a damaged item please provide as much information as possible. We will require an image showing the issue as part of the returns process. Olivia's will collect any damaged 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 further damage. When it is reasonable you may be asked to dispose of a damaged item rather than it being collected.
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.
Contacting Olivia's - Call - 0808 1649 070 - Email - email@example.com