Big Luggy

Shipping and Delivery Times

Please check our COVID-19 Updates page for information regarding any recent shipping and delivery changes. 

All UK orders placed before 12pm will be shipped the same day. Orders placed on weekends or bank holidays will be processed the next business day. We endeavour to process all orders within these times frames, however there may be delays during busy sale periods. Once an order has been placed, please allow 2-3 business days for delivery. 

The company will arrange for the delivery of goods to the address provided as a preferred delivery address.

International orders - The company is not responsible for any import duties, taxes or delays that may occur during shipping. 

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.

Pinky Promise we are working as hard as we can to make sure your parcel gets to you on time!

Standard UK delivery rate only £3.95! (Std delivery within 2-3 working days and tracking will be sent on dispatch).

*For International orders please fill out address information to update the basket with delivery pricing.

Free Shipping

We offer free shipping for all UK orders £35 and over. Please note: this offer does not include rugs.

Express Shipping

Express Shipping is available for orders within the UK and take approximately 1-2 business days to arrive after dispatch. 

Website Returns Policy 

We hope you love your online purchases, however if you change your mind we offer refunds or 110% credit notes, if the merchandise:

• Is returned within 30 days of order delivery 
• Was not purchased with sale price
• Has not been used or worn
• Is not soiled or damaged 
• Has original packaging and tags
• Return authorisation number has been issued

If all of these conditions are met, please use the following instructions when requesting return product:

• Contact customerservice@olliella.com to request authorisation number. Please explain reason for return, request a credit note or refund, and reference your order number. If you are claiming a faulty item, please include photos supporting your claim.
• Once return has been authorised, you will be issued a WRA#. Please return product in original packaging along with a Returns Authorisation Form and return within 30 days of receiving your order.

Packages received after this period or without a WRA# will not be accepted. We suggest using a tracked service as we are not responsible for any goods lost in transit.

Once we receive returned goods and they prove to be in original condition, with packaging and documentation, we will process the credit note refund. Please note that Olli Ella is not responsible for transit costs for returned items. These are at the customer's expense unless the item has a fault.

Where a credit note is issued, it will be at 110% of your order value, excluding shipping costs. Credit notes will be sent via email once your return has been processed, it will then be available to use immediately through our online store. Entire value of credit note must be used in one single order, it cannot be split over multiple orders.

Faulty or damaged items can be returned by following the above process. Please contact customerservice@olliella.com

Please note, shipping costs, sale items and gift-certificates are non-refundable.

Nursing Chair Orders

We are committed to ensuring that all aspects of delivery go smoothly and that your chair arrives in perfect condition (with as little cost to you as possible).

Upon placing your order, you will receive an email with your order details.

As soon as your chair is ready to be delivered, our Logistics company will contact you to set up your delivery date. Our Chairs are all delivered by a white glove service, where the 2 man team will carry the goods to the room of choice. Our standard lead time is 6-8 weeks and delivery is arranged directly with our delivery team. Please note, although we try to accomodate date requests wherever possible, it may not always be possible to select your own date of delivery. Our logistics team will work with you to find a suitable option for delivery.

Important:
Please make sure that you are at home during the scheduled delivery day as redelivery is an extra £45 on top of shipping costs we incur based on your postcode. (White glove service is only available to UK mainland customers )

 

Nursing Chair Delivery and cancellation policy

Olli Ella offers a 7 day cancellation policy from the date that your order was placed. Because all of our furniture is custom made to order, we are unable to accept cancellations or returns after this period. Please ensure you have measured your space before ordering as we are unable to refund orders that do not fit.

Please make sure to arrange clear access to the room of choice as our delivery team cannot be held responsible for moving personal items.

If you have any queries or would like to discuss whether your item will fit, please feel free to give us a call to talk through options.