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.


We hope you’re happy with your purchase but if not, that’s ok. Simply contact our Customer Service within 14 days of delivery.

Step 1 – Goods need to be returned undamaged, unused and in the original packaging otherwise charges may apply.

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 14 days of delivery.

Damaged item
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.


Olivia's Outlet is made up of products that may be from cancelled
orders or are ex-display. They may have minor imperfections, but they are quality checked before they are listed and they are discounted by up to 60%. We can only accept returns on Outlet items if the item is not as described or if the item is not fit for purpose.

Made to order/personalised items
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.


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.

Trade Orders

Returns & Cancellations

We do not offer a sale or return service therefore change of mind returns or cancellations are not accepted.

Damaged Items
Upon delivery of your items, you must check the number of parcels and check all outer packaging/boxes for any damage and sign the delivery note with any comments. If you report an issue but the delivery note is signed as unchecked, we will not be able to accept the claim.

All damaged or missing items must be reported to us within 48 hours of delivery. Anything reported after this time period will not be accepted. For damaged goods, please ensure you have photographs of both the product and packaging.

If an item has damage or a defect that is easily repairable, we will arrange to repair the item. If a repair is not possible, we will, at our discretion offer, a replacement item, a reasonable discount or a refund.

Made to order/personalised items
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.

Collections Charges

Our collection charges are stated below and vary depending on the size, weight and location of your item.

If you are not at home or do not answer when our courier attempts to collect your item, we reserve the right to charge an additional collection fee

Courier Service Products & Dimensions Collection Price
Parcelforce 24 - £12.95
Parcelforce 48 - £19.95
APC Flats up to 160 £19.95
Solo Up to 40kg £35.00

Please contact our Customer Service Team for collection charges with larger items and for any further questions you may have.

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.