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Last updated: 1st September 2026

At Olivia Living, we want you to be happy with the pieces you choose for your home.

We understand that occasionally a product may not be suitable, or an issue may arise with an order. This policy explains how cancellations, returns, damaged items, exchanges, and refunds are handled.

Your statutory consumer rights, where applicable, are not affected by this policy.

Change-of-Mind Returns

Eligible products may be returned within  30 days of delivery, provided that the product:

  • is unused;

  • is in its original condition;

  • has not been assembled or installed, where applicable;

  • is returned with its original packaging where reasonably possible; and

  • is not an excluded, personalised, custom, clearance, or made-to-order item.

Before sending an item back, please contact our customer service team to request return authorisation and instructions.

Returns sent without prior authorisation may be delayed or refused where permitted by law.

Furniture Returns

Because furniture items are larger and more difficult to transport than ordinary parcels, different collection arrangements may apply.

Where a return is made because you have changed your mind, you may be responsible for the cost of returning or collecting the item, except where applicable consumer law requires otherwise.

If Olivia Living arranges collection, the applicable collection charge will be communicated to you before the return is confirmed.

Please ensure returned furniture is adequately protected for transportation.

Made-to-Order, Custom and Personalised Products

Products that have been produced or modified specifically for you may not be eligible for change-of-mind returns.

This can include items made in a selected:

  • fabric;

  • colour;

  • finish;

  • size;

  • configuration;

  • material; or

  • other personalised specification.

This does not affect your rights if a custom product is faulty, damaged, or does not conform to the agreed specification.

Clearance and Final-Sale Items

Products identified as Final Sale, Clearance, or otherwise non-returnable may not be eligible for change-of-mind returns where permitted by law.

Faulty or incorrectly supplied products remain subject to any applicable consumer rights.

Damaged Items

Please inspect your order as soon as possible after delivery.

If you notice damage to the packaging or product at the time of delivery, please record the issue where possible and take photographs before disposing of the packaging.

If an item arrives damaged, contact us at returns@olivialiving.co.uk within 72 HOURS of delivery wherever reasonably possible.

Please provide:

  • your order number;
  • a description of the issue;
  • clear photographs of the damaged area;
  • photographs of the full product; and
  • photographs of the packaging where relevant.

We will assess the issue and advise you of the next steps.

Depending on the circumstances, we may provide a replacement part, repair, replacement product, refund, or another appropriate solution.

Faulty Products

If you believe a product has a manufacturing fault, please contact us as soon as reasonably possible.

Natural variations in timber, stone, marble, fabrics, leather, grain, colour, texture, or handcrafted finishes are not normally considered faults.

Normal wear and tear, accidental damage, misuse, improper cleaning, incorrect assembly, environmental damage, or failure to follow care instructions may also fall outside our fault or warranty coverage.

We may ask for photographs, videos, or further information so that we can assess the issue.

Incorrect Items

If you receive a product that is materially different from the product you ordered, please contact us promptly.

Where we confirm that an incorrect item has been supplied, Olivia Living will arrange an appropriate resolution, which may include collection and replacement at no additional cost to you.

Cancelling an Order

If you wish to cancel an order, please contact us as soon as possible at contact@oliviabed.co.uk.

For stocked products that have not yet been dispatched, we will make reasonable efforts to cancel the order.

However, cancellation may not be possible once:

  • the order has been dispatched;
  • production of a made-to-order product has started;
  • a custom product has been manufactured or modified;
  • materials have been ordered specifically for your product; or
  • another non-refundable stage of the order has been reached.

Your cancellation rights under applicable consumer law remain unaffected.

Return Shipping and Collection Costs

If a return is due to an error by Olivia Living, a confirmed defect, or damage for which we are responsible, we will normally cover reasonable return or collection costs in accordance with applicable law.

For eligible change-of-mind returns, return or collection costs are normally the customer’s responsibility unless stated otherwise.

Original delivery charges may not be refundable for change-of-mind returns except where required by law.

Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will normally be issued to the original payment method.

Please allow [5–14 BUSINESS DAYS] after approval for the refund to appear, depending on your bank or payment provider.

Any deductions permitted under applicable law for example, for unreasonable loss of value caused by handling beyond what is necessary to inspect a product will be explained to you.

Exchanges

Where stock permits, we may be able to offer an exchange instead of a refund.

Additional delivery or collection charges may apply to change-of-mind exchanges.

Any difference in product price will need to be paid or refunded as appropriate.

Failed Collections

If we arrange collection of a returned product, someone must be available at the agreed address and time.

If a scheduled collection cannot be completed because no one is available, the product is inaccessible, or it has not been adequately prepared for collection, an additional collection charge may apply.

How to Request a Return

To request a return, please contact:

Email:returns@olivialiving.co.uk

Please include your:

  • full name;
  • order number;
  • product name;
  • reason for return; and
  • relevant photographs if the product is damaged, faulty, or incorrect.

Our team will provide you with the appropriate return or collection instructions.

Contact Us

If you have any questions about a return, refund, exchange, damaged item, or cancellation, please contact:

Olivia Living
Email: returns@olivialiving.co.uk