Returns
Returns
Everything you need to know about our returns process
We’re confident that you will love your items, however, if you have an issue or you need to return anything, please read the information on this page to make the process simple and hassle-free.
Changed Your Mind?
We want you to love your purchase, but if it's not quite right, you have 28 days from delivery to return your order. Simply start your return online HERE, and we’ll guide you through the next steps.
To be eligible for a return, items must be in their original, unused condition—this means no assembly or installation and all original packaging intact. As much as we’d love to offer free returns, our competitive pricing means we can’t cover return costs. However, we’re happy to arrange collection for you at a pre-agreed rate using specialist couriers to ensure there’s no damage to the items during transit.
Collection fees typically range from £10-£80, depending on size, weight, and location. For oversized, heavy, or fragile items, return costs can be around 10% of the item's price. You’re also welcome to arrange your own return, just be sure to use a service that insures against loss or damage, as we can’t issue refunds in these cases.
A quick note for glass and mirrored items: Most standard couriers won’t cover them if damaged, so please avoid using them for these returns.
Before returning or having your item collected, be sure to take photos of both the item and its packaging. These will serve as evidence in case any damage is identified during our return quality checks.
Faults & Damages?
Although we do our very best to ensure all items are quality checked before they are dispatched, occasionally a product may be found to have a manufacturing fault or has been damaged in transit. It’s essential you check your order thoroughly for any damages, faults or missing parts. If you find something is wrong, please notify us within 48 hours of delivery with a detailed description of the issue and multiple supporting images that clearly show the problem.
Please keep the item safe and in its original packaging while we work with the manufacturer and/or yourself to arrange a solution. We may send a furniture repair specialist to assess and repair your item or we may be able to send a replacement item. In the unlikely event we’re not able to resolve the issue with a repair or replacement, we would organise a collection and refund.
For reference, a manufacturing fault would be where the product is deemed not fit for its intended purpose or has a defect that occurred during the manufacturing process.
FAQs
You have 14 days from point of order to request to cancel. This doesn't apply to 'Made to Order' or personalised items. Please contact our customer service team to arrange this.
If your order has already been dispatched, canceling will incur a failed delivery charge.
For cancellations beyond 14 days, please check our returns policy.
Our Outlet collection features a range of products, the majority of which are brand new and may have simply had the box opened. Some of the items, however, may have surface-level, minor cosmetic imperfections such as a mark or a slight scratch. Don’t worry though, all Outlet items have been thoroughly quality-checked to ensure that any potential flaws don’t compromise the functionality or beauty of the product. Any opening and closing mechanisms, as well as moving parts, are checked to ensure they are in perfect working order.
Please note: Outlet products are excluded from all discount codes and returns are only accepted if the product is deemed not fit for purpose.
Olivia's Trade customers are not guaranteed change-of-mind returns; requests are reviewed case by case and, if approved, incur a restocking fee. Requests must be made within 7 days of delivery. You will be responsible for return costs and the item's condition until it reaches our warehouse. Please use a tracked, insured service, as lost or damaged returns cannot be refunded.
Returns must arrive within 28 days in resalable condition, in original packaging, and unassembled. Standard retail terms apply for faulty or damaged goods. Contact your account manager or trade@olivias.com for return requests.
Made-to-order and customised products cannot be cancelled and are not eligible for the returns policy.
For items that require assembly, please check all parts and instructions before installation. Please also inspect parts for damage or faults beforehand, as we cannot refund items incorrectly assembled or damaged during assembly.
Products made from natural materials are unique, with variations in colour, texture, and appearance. Items with distressed, antique, or vintage finishes may have intentional imperfections for an authentic look.
Additionally, colours may appear different due to screen settings and display quality.
