You can cancel your order within 14 days following your receipt of the goods. Refunds for any 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.
Cancellations 'Made To Order' Product/s
Made To Order Products are cleared displayed next to the product on our website. Orders cannot be cancelled for Made To Order item/s.
If you change your mind you please ensure that you read and understand the terms and conditions that apply to the sale of made to order products.
Our Returns Process
To log a return, please make sure you have your Order Number and Email Address that you used to place the order ready and Click Here to log your return via our virtual assistant.
Before returning, your item, it must be in the original manufacturers packaging and in a resalable condition.
Return Authorisation Reference Number - Should your return slip ask you for this information, please write your order number in the box.
If you change your mind on a 'Made To Order' product/s. These cannot be returned, please see our terms and conditions for full detail.
You can return a product by the following methods:
1. Arrange a collection via the Olivia's Customer Service Portal
In order to arrange a collection, we will need to take some details from you, you can use our virtual assistant which is the bottom right corner of our website.
If you are returning the item due to change of mind, a collection charge will be apply. The price is dependant is dependant on the courier that delivered your parcel, weight and location. Our Customer Service team will provide a price via invoice to pay or take payment over the phone. This will need to be paid before we can arrange a collection with our courier.
Please see below for our collection charges:
- Parcelforce Under 30kg, Max Length 150cm Items £10
- Parcelforce Under 30kg, Max Length 250cm, £18
- APC £25
- 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.
2. Post back the item to Olivia's Distribution Centre
You are of course welcome to use your own courier to return an item.
Please make sure that you use the return slip which will be enclosed within your goods. Should you have misplaced or lost your return slip, you can download a blank copy, click here.
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 refund for goods that are damaged or lost by the courier.
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.
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.
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.