The House of Olivewood returns policy is designed to give you clear information about returns, refunds and your rights when shopping with us online. This Refund & Returns Policy explains your rights when purchasing from us online, including returns for standard products, personalised or custom-made items, and goods that are faulty or damaged.
Nothing in this policy affects your statutory rights under UK consumer law.
Returns for Standard Products
If you purchase a standard, non-personalised product from House of Olivewood online, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
Once you have told us that you wish to cancel, you then have a further 14 days to return the goods to us. Returned items should be unused, handled only as reasonably necessary to inspect them, and returned in suitable protective packaging.
To request a return, please contact us at sales@houseofolivewood.com before sending the item back so that we can provide the appropriate return instructions.
Personalised and Custom-Made Items
The normal right to cancel does not apply to goods that are made to your specifications or clearly personalised, such as products engraved with names, dates, messages or other customer-requested designs.
Please check all personalised details carefully before confirming your order. This does not affect your statutory rights if an item is faulty, damaged, not as described, or does not meet the requirements of UK consumer law.
Faulty or Damaged Goods
If your item arrives damaged, is faulty, is not as described, or is otherwise not of satisfactory quality, please contact House of Olivewood as soon as reasonably possible so that we can help resolve the issue.
Please provide your order number and, where possible, photographs showing the damage or fault. We may ask for the item to be returned so that we can inspect it.
Where goods are faulty or damaged and you are entitled to a remedy under UK consumer law, we will provide the appropriate remedy, which may include a repair, replacement or refund depending on the circumstances. We will also cover reasonable return postage costs where we are responsible for the return.
Asking you to contact us promptly does not limit or replace your statutory rights.
Return Postage
If you are returning a standard product because you have changed your mind, you are responsible for the cost of returning the item to us. We recommend using a tracked postal or courier service and keeping proof of postage until your return has been completed.
If an item is faulty, damaged, not as described, or we have made an error with your order, House of Olivewood will cover reasonable return postage costs where applicable.
Refunds
Once we receive your returned goods, we will process any refund due to you as soon as possible and within the timescales required by UK consumer law.
Where you cancel an eligible online order, we will refund the price paid for the returned goods and any applicable standard delivery charge in accordance with your statutory rights. If you selected a more expensive delivery method than our standard delivery option, the additional delivery cost may not be refundable.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.
House of Olivewood Returns Policy – Contact Us
If you would like to cancel an eligible order, arrange a return, or discuss a faulty or damaged item, please contact us at sales@houseofolivewood.com with your order number and details of your request.
We will provide you with the appropriate return instructions. Please do not send goods back before contacting us unless we have already provided you with return details.
This Refund & Returns Policy does not affect your statutory rights.