If an item isn’t the perfect match, you can return it for a refund within 14 days of delivery in the original condition and packaging.
- Please note that you are responsible for the costs of returning items.
- Please note that canceling an order that is already picked up by the courier from our warehouse will require a cancellation fee. The fee will be calculated in reference with your shipping address.
To avoid a cancellation fee, please get in touch with us within 6 hours from placing your order.
Once we have received and inspected your returned item, we will issue a refund to your card or original payment method. Please note that depending on your bank, it may take an additional 5-10 business days after your credit is applied for it to appear in your account.
RUGS & CARPETS
We will not accept returns on rugs and carpets for the following such reasons:
Wrong size or colour ordered, Change of mind, Accidental damage such as spills, pulled yarns, Rugs that appear to be deliberately damaged rugs, Multiple rugs ordered by a single customer for a home approval process.
We quality check each and every item before dispatch, and ask you also inspect the item as soon as it is delivered to you. In the rare case an item is delivered with any imperfections or damage we ask you let us know within 24 hours of receiving it.
We regret that beyond this time, due to circumstances beyond our control we may be unable to process your request.
When contacting us regarding a damaged item please provide as much information as possible.
If a product arrives damaged, or there is an issue which cannot be resolved with either a full replacement or replacement parts, Olivia's will collect the items free of charge and issue a full refund. Further reductions to the refund may be made if the item shows signs of use or damage.
RUGS AND CARPETS
We will not accept returns for the following such reasons:
• Wrong size or colour ordered
• Customer changed mind
• Accidental damage such as spills, pulled yarns
• Rugs that appear to be deliberately damaged rugs
• Multiple rugs ordered by a single customer for a home approval process
HOW LONG WILL MY REFUND TAKE?
We will process your refund once your items have been received back in our warehouse and the return has been processed. This will take no longer than 14 days. For security reasons, we are only able to refund the original method of payment used when purchasing the product.
If you used PayPal to pay for the order, your money will go back to your PayPal account balance.
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.