RETURNS & REFUNDS
Please ensure you have the original packaging for any returns or exchanges you wish to make and get in touch within the relevant timescales stated below. Our Customer Service Team are happy to help with any queries you may have.
If for any reason you are not satisfied with your purchase you have 14 days from delivery to request a return and then a further 14 days to return it to us. This is on condition that the item(s) are returned unused, in perfect condition, and in the original packaging.
Made-to-order, non-standard, customised products can not be cancelled once placed and are not eligible for the returns policy.
Outlet or special order products are not eligible for returns.
You will be responsible for the cost of returning your item(s) to us, you are welcome to use our hassle-free returns service where we will arrange the collection and return for you, charges will apply. The cost of return will vary depending on the size and type of product being returned and the required service, if you would like to know the cost of a return, please contact us.
Returns received after the 14-day period may not be refunded.
In the event that your order arrives in a faulty or damaged condition (including Made to Order/Bespoke), please contact us within 48 hours of delivery by email or phone.
We will ask you to email us a photograph of the damage, including the packaging if possible. Please note that without the correct information and images, we will not be able to investigate the issue.
Refunds will be processed within 10 working days of receipt of the item(s). Returned items remain your reponsibility until we receive them, please ensure you pack your item with care using all original packaging to prevent any damage.
If your item has been damaged in transit we will contacts you and may only be able to issue a partial refund or credit note.
Olivia's Outlet is made up of products that may be from cancelled
orders or are ex-display, most are unopened but some may have minor
imperfections, outlet products are discounted by up to 60%.
Returns are only accepted for Outlet products if they are not as described. Outlet products are also excluded from any promotional codes. For more information please visit our Returns page.
Trade orders are final, we do not accept returns or order cancellations.
Damaged Items: All items must be inspected on delivery and if there are any signs of damage, please notify our Customer Service team within 48 hours of delivery. Please also take photographs of the product and packaging.
*We do not accept order cancellations, returns or exchanges for items which are made to order or personalised as they have been designed and ordered just for you.
Our natural-based homeware products will have their own individual character and natural marks. Differences in the grain, texture and colour may be apparent from one product to another. Olivia’s selects only the highest quality; some marking is inevitable and should be accepted as part of the individual natural appearance of our furniture.
We work hard to make sure the description, imagery and specification of our products are correct and as accurate as possible. However, specifications and descriptions of products on this website are not binding and are intended only to give a general description of the products. While the colour reproduction, material description and dimensions of the products are a close representation, we cannot accept any responsibility for any variation in size, material or colour howsoever caused. As long as you return your goods to us in line with our Returns Policy you will receive a refund for the goods.
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.