Play'n Pack
City

Receive Free Standard Shipping storewide when you spend over £50 sitewide (For all Domestic and UK orders) 

Free shipping is for all Domestic and UK orders over £50. For orders under £50, we offer a flat rate of:

• £4.95 for standard packages within England, Wales and Scotland
• £11.95 for Northern Ireland.

We also offer express shipping at a rate of:

• £8.95 for England, Wales and Scotland 
• £29.95 for Northern Ireland

International customers - Yes!  We can ship to you!  Please refer to our shipping estimator in cart for shipping rates.

*Please note that all our rugs have free shipping for UK only.

Orders placed before 12pm GMT will be processed same day. Orders placed on weekends or bank holidays will be processed next business day. We will endeavour to process all orders within these timeframes, however, there may be delays during busy sale periods.
Once an order has been placed, please allow 2-5 business days for standard delivery. Express shipping is available for UK orders and will take 1-2 days to be delivered.

Please note: If you have purchased any products on pre-order, please note that your entire order will be dispatched once all items are in stock.

If delivery is unsuccessful the customer will be responsible for any redelivery charges should they arise.

Please note that we will be unable to cancel orders, change shipping methods or product during busy sale periods.

Please allow up to 5 business days for orders to be dispatched during busy sale or launch periods. Our warehouse will be working overtime to ship out an increased volume of orders during sales periods so please keep this in mind as we are unable to change or cancel orders once your order has been finalised.

Once your order is dispatched you will receive shipping confirmation, plus tracking details for your order.

Great! We'll get that shipped out to you as soon as your item is in stock. Please note that if you have any other items in your cart that are not on pre-order, your whole order will ship together once your pre-order item is in stock.

If you have any questions about this, simply reach out to our Customer Happiness team at customerservice@olliella.com or catch them on the live chat, via our website.

Please note that we are be unable to cancel orders, change shipping methods or product after an order has been made.

As there is a small window between when you place your order and our warehouse team picking and packing it, we are often unable to change an address once the order has been placed. If you have entered the wrong address, please contact our customer happiness team immediately at customerservice@olliella.com, ensuring your email subject title is “Urgent – Address Change” and they will do their best to try and catch it.

If you have received a tracking number already, we recommend giving your courier a call and asking them to redirect your order.

Olli Ella cannot be held accountable for failed deliveries resulting from an incorrect address entered at purchase. If your package is returned to sender, please contact us and we’ll be happy to issue a store credit for the value paid, minus any shipping fees.

Please note: Any delivery addresses received incomplete or that require changing on an order will delay the dispatch and delivery time.

We ship to over 80 countries worldwide - view our Shipping Regions page for a full list of countries we ship to and select your shipping destination to see which site to order though.

We now offer shipping to the below countries. Any additional charges must be covered by the recipient. Orders being shipped internationally are not eligible for free shipping & will occur the below shipping fees at checkout.

For shipping to Andorra, Armenia & Turkey please reach out for a shipping quote at customerservice@olliella.com

We work with Royal Mail for our standard shipping. DPD for our express shipping for UK orders & UPS for international orders.

Express shipping is available for all UK orders and will take 1-2 days to be delivered. Express shipping is at a rate of £8.95 for England, Wales & Scotland as well as £29.95 for Northern Ireland.

All orders shipping to the EU will be subjected to VAT. Orders to the value of £135+ will be subjected to VAT & duty fees. These charges must be covered by the recipient. Orders being shipped outside of the UK are not eligible for free shipping.

As we have a warehouse in the EU, any orders shipped to EU countries will not have to pay import duties on their order. Please ensure you are shopping through our EU store. VAT will be added at the cart. If you are in a country that is outside of the EU, you may be subject to customs fees. To check these duties, please check with your local customs authority. For further information please visit our EU delivery page.

Olli Ella is committed to delivering high quality products to our customers and we want you to be 100% happy with your online purchase.

We offer full refunds or store credit if the product does not meet quality standards or if you change your mind.

Returns must meet the below conditions:

• Is returned within 30 days of order delivery
• Has not been used or worn
• Is not soiled or damaged
• Has original packaging and tags
• Item was not purchased on sale
• If you have received a free item during a Gift/Buy One Get One Free promotion, this must also be returned, otherwise the value will be deducted from your refund

Due to hygiene reasons underWARES briefs are unable to be returned for a change of mind or incorrect size purchase.

If you opt for store credit for your return, we will waiver the return shipping fee.

If you prefer to return for a refund, for all change of mind returns, shipping is at the customer's expense.

To start your return, please click here and follow the prompts.

For Domestic Returns: Through the above link you will be able to generate a prepaid return postage label, which you will need to print and attach to your return package.

The postage fee will be calculated based on the item/s you are returning and will be deducted from your refund amount. If you opt for store credit this shipping fee will be waivered.

For International Returns, you will need to arrange your own shipping and send your return to:

ATT: Olli Ella Returns
Hemisphere Freight Services
53-65 Whitehouse Road
Ipswich, Suffolk
IP1 5PB

Please note returns sent to any other Olli Ella address will not be accepted and/or may incur a £10 redelivery fee

Please return your product in its original packaging and return within 30 days of receiving your order.

Packages received after this period will not be accepted.

Once we receive returned goods and they prove to be in original condition with packaging, we will process your store credit or refund directly to the original method of payment used for purchase.

If you need any further assistance with your return please contact our Customer Happiness Team at customerservice@olliella.com

If your purchase is still within their returns window, please reach out to them directly and they will be more than happy to look after you.

We’re so sorry to hear this!

For faulty or damaged items please click here and follow the prompts.

Once your image has been reviewed, we will get in touch with a resolution.

If you need further assistance with this please contact our Customer Happiness Team at customerservice@olliella.com

For all change of mind returns, shipping is at the customers expense for refunds, or waivered when opting for store credit.

Please note shipping costs, sale items and gift certificates are non-refundable, Returns on sale apparel are accepted.