Returns & Refunds

Please ensure you have the original packaging for any refunds 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.

Returns

We hope you’re happy with your purchase but if it’s not as desired, that’s ok, simply contact our Customer Service team to request a fuss free refund. We will then arrange a collection at your earliest convenience.

Step 1 – Your item must be in the original packaging and packaged correctly otherwise our couriers will not collect your item and charges may apply. Please also be aware that the item must be in a resaleable condition and unused.

Step 2 – Request a return by contacting our Customer Service team here remembering to include your Returns Slip

Step 3 – Once your return has been approved, you will receive two separate emails confirming receipt of your item and confirming your refund has been processed, if you have requested this. 

General return
Please contact the Customer Service team within 30 days of purchasing your item.

Damaged item
For any items which are damaged, you must contact the Customer Service team within 2 days of receiving your item. Please also send pictures/videos of any damages so that we can assess these. 

Faulty item
For any items which are faulty, you must contact the Customer Service team within 30 days of receiving your item. Please also send pictures/videos of the fault so that we can assess these.

Outlet

You can return outlet items for a refund if you wish however we are unable to offer an exchange. Please contact the Customer Service team within 30 days of purchasing your item.

Made to order/personalised items
We do not accept returns or exchanges for items which are made to order or personalised as they have been designed just for you.

Refunds

Your refund will be processed within 14 days of your item being received and a notification of this will be sent to you via email.

All refunds will be made to the original method of payment and we are unable to process a refund to any other payment source.

Collections Charges

The collection fee is dependent on the size, weight and location of your item. Please see below for our collection charges and if you require any further help, please contact our Customer Service Team who can advise further.

If you are not at home when our courier attempts to collect, we reserve the right to charge for an additional collection charge.

Courier Service Products & Dimensions Collection Price
Parcelforce Non fragile - Max length 150cm / Under 30kg £12.95
Parcelforce Non fragile - Length 150cm - 250cm / Under 30kg £19.95
APC Fragile - Max length 160cm / Under 30kg £25.00
ASSEMBLY OF ITEMS

When you receive an item which requires assembly prior to installation, please check the instructions and that you have all the relevant parts. This is to ensure you can fit the product in accordance with the manufacturer's instructions. We cannot refund products that have been wrongly fitted and are not responsible for any consequences of misfitting our products.

Returns Slip

If you have lost or misplaced your return slip don’t worry, you can download another one here.

Additional Information

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.