Refund policy
Returns and Refunds Policy
Quick Summary
|
Item Type |
Can I Return? |
Restock Fee |
Who Pays Return Shipping? |
|
Standard Stock Items |
Yes, within 14 days |
25% |
Customer |
|
Made-to-Order/Custom |
No (unless faulty) |
N/A |
N/A |
|
Faulty Items (any type) |
Yes, anytime |
None |
We pay |
Standard Stock Items - 14 Day Returns
You have 14 days from receiving your furniture to return standard stock items.
What you need to know: - 25% restock fee applies to cover return costs from Europe to our UK warehouse - You pay return shipping (typically €100-300 for furniture from Portugal/Spain to UK) - Item must be unused, unassembled, in original packaging - Original delivery charges are non-refundable
Example: €1,000 product return = €750 refund (minus your return shipping costs)
Made-to-Order and Custom Items - No Returns
Items made specifically for you cannot be returned unless faulty.
Legal basis: EU Consumer Rights Directive Article 16(c) - goods made to customer specifications are exempt from the cooling-off period.
This includes: - Furniture manufactured after you order - Custom fabric, color, or finish selections - Non-standard dimensions - Any item marked “Made-to-Order” or “Custom”
Before you buy: You’ll see a clear notice and must confirm you understand these items cannot be returned.
Faulty or Damaged Items - Full Protection
All items (including made-to-order) can be returned if faulty or damaged.
What we’ll do: - Full refund or free replacement - We pay all return shipping costs - No restock fee - Contact us within 48 hours of delivery with photos
How to Return (Standard Stock Items)
Step 1: Email sales@oliveandashfurniture.com within 14 days - Include order number and reason for return
Step 2: Get your Return Authorization Number (RAN) - We’ll confirm your refund amount (price minus 25% restock fee) - We’ll provide return shipping instructions
Step 3: Ship the item back - Use original packaging - Use tracked, insured shipping - You arrange and pay for shipping
Step 4: Receive your refund - Processed within 14 days of us receiving the item - Refunded to your original payment method
Important Notes
Return shipping costs: Furniture shipping from Portugal/Spain to UK is expensive (€100-300+). Get quotes before returning.
Assembled items: Once assembled or used, items cannot be returned (unless faulty).
Timeline: You have 14 days to notify us, then 14 days to return the item.
Contact Us
Questions about returns? - Email: sales@oliveandashfurniture.com - Website: https://www.oliveandashfurniture.com
Not sure if your item is returnable? Contact us before purchasing and we’ll clarify.
Your Legal Rights
Your statutory rights under EU consumer protection law are not affected. All items must be of satisfactory quality, fit for purpose, and as described. Faulty goods can always be returned for repair, replacement, or refund.
This policy complies with EU Consumer Rights Directive (2011/83/EU). Effective [October 29th 2025].