*Standard delivery is free of charge on all orders to UK postcodes - this does not include, the Scottish Highlands, Northern Ireland & Any Other Off Shore Locations that we are charged a surcharge by the couriers or are unable to deliver to.
We use 3rd party couriers including Royal Mail, Yodel and DX. Free Standard delivery can take up to 7 working days, although we do try to get your order to you as soon as possible. We offer expeditated delivery to certain postcodes, if these are available you will be offered them at checkout
PLEASE NOTE: All delivery time frames refer to working days and on orders placed before 2pm, we do not despatch orders on weekends or bank holidays and delivery is only an estimation not a guarantee.
In purchasing from Garden Olympia, you agree to allow us to share your name, delivery address, phone number or email where applicable to our 3rd party courier in order to deliver the item(s) to you, furthermore in the event that there is an issue with the delivery you agree to allow us to resend this information on your behalf only for the purpose of locating the delivery or in regards to any claims that may arise from a lost item.
You will receive a shipping notification email on the day that we dispatch your order, which will include tracking details and information.
If there is an issue with your order we will notify you as soon as possible, please ensure you have provided a correct phone number and email address. If the item you have ordered is out of stock we will phone and then email, if there is no response, to discuss your order and offer alternatives if possible. If we have not heard a response from yourself within 48hours we will refund your order in full back to the payment method (this may take between 3 - 7 days due to banks procedures).
Like every other internet or mail order retailer, we have no control over problems that occur in transit that lead to delays in delivery of your order. Whilst we completely understand the frustration that delays cause, we cannot be held responsible for any delays caused by 3rd party couriers and therefore cannot offer discounts or compensation for delays in delivery.
Please make sure that you are able to be at home for a delivery if a day/date has been confirmed, as some failed deliveries are liable to redelivery costs at a rate of 50% of our original delivery charges.
Deliveries generally take place between the hours of 8am and 8pm Monday to Friday (we are closed weekends and Bank Holidays and therefore do not deliver on those days, orders where 48 Hour Delivery has been selected but are placed either after 2pm or on a weekend or Bank Holiday will be despatched the next working day).
If there is a chance that you will not be home when delivery is due to take place and you have a safe place for the driver to leave your order please let us know by contacting our customer service teams on 0788 177 3486 or via email sales@gardenolympia.co.uk. In the event of a failed delivery we will need to reschedule the delivery and there may be a delay especially during busy periods.
The majority of our orders are sent through 3rd party couriers. It is your responsibility to check your delivery on receipt of your order and notify us as soon as possible if there is any missing parts or damage.
Once your item has been delivered you should check the contents of your order immediately for any missing parts or damage and notify us within 14 days of any issues, if you fail to notify us within this time but then later contact us regarding an issue you will not be eligible for a refund and we will supply parts in order to rectify any damage or offer a repair at our discretion. Please note that is it your responsibly to check your order is correct and undamaged once it has been delivered, even if the item is being stored for a time before use it should be checked to make sure it is all present and in working order within 14 days of delivery.
In the event that your item is delivered damaged or there are any missing parts please contact us immediately at sales@gardenolympia.co.uk with your order number and delivery address as reference as well as details of the damage, providing images of the damage will help speed the process so we can sort the issue and get you up and running as soon as possible.
If you do not receive your order as planned, please notify us within 30 days of your delivery dispatch email, so we can help track your order. You can contact us by email at sales@gardenolympia.co.uk or via phone on 0788 177 3486. In the event you have a missing order (non-receipt item) there are a series of steps that we will need to complete in order to rectify the issue.
Please check with neighbours to see if they have taken delivery of the order on your behalf as in many instances couriers will leave items with a neighbour to ensure you get your order on time and prevent you from having to go to the trouble of arranging a redelivery.
If your order has not been received we will ask you to do the following:
1: Confirm the delivery address including postcode.
2: Complete and sign a non-receipt form which we will send to you.
3: We may request you obtain a police reference number if the tracking states your item was delivered to the address on the order but you haven’t received it.
We will then instruct the courier that you have not received your item and request that they forward us the up to date POD and GPS tracking for your order. If the courier confirms that your order was delivered to the address on the order we will then request that the driver returns to the delivery address, and is interviewed with regards to this.
Once all checks are completed and we have established your order is missing we will send out a replacement item on the fastest delivery service available. We do not issue refunds for non-receipt items.
We are unable to change a delivery address once an order has been placed, if you have an issue entering a different delivery address when placing your order please contact customer service who will be happy to assist.
If a customer refuses delivery or misses multiple attempted deliveries of their order and the item is returned back to ourselves as undelivered, we are happy to refund or resend the order, however there will be a charge to cover the attempted deliveries, return delivery and admin costs.
If you wish to cancel an order that has NOT been dispatched you must contact us immediately as we try to dispatch all orders as soon as possible. If you have not contacted us within 15 minutes of placing your order we will be unable to stop dispatch so we recommend that you phone customer service to cancel any orders, if we are able to stop the orders dispatch you will be refunded in full.
Should you wish to cancel goods that have left our Warehouse, orders will be subject to a returns charge plus an admin charge. Returns charges can vary depending on the size of the product and are determined by our courier company, you will be informed of this charge once we have confirmation that the item is on its way back to our warehouse and the charge will be deducted from the refund when it is issued.
Certain shipments to parts of the Scottish Highlands, Northern Ireland, Republic of Ireland and other remote or offshore locations in the United Kingdom can take an extra day or two and are subject to an additional 'Excess' delivery charge that is imposed on us by our couriers - you will be contacted prior to dispatch to advise you of this charge. We do try to include all affected postcodes in the following list, but there are others than can apply depending on the courier company used to delivery your order. Please get in touch with us prior to placing your order if you live in an area that usually requires an extra delivery cost.
Please note that Norlog products are dispatched directly from the manufacturer and there are some restrictions on delivery outside of Mainland UK meaning that it may not be possible to deliver to certain postcodes (even if your order goes through at checkout this does not mean that we are able to deliver to your postcode or that the delivery you have paid is accurate, our checkout is an automated service and as such we are unable to adjust it for individual manufacturers). If we can arrange delivery for these areas there may be an extra delivery charge, please contact customer service for a quote on delivery before placing your order.
We will contact you as soon as possible following receipt of your order if there is any additional excess payment to make towards delivery of your order. Please also note that some of our larger items are also unavailable for delivery to certain offshore or remote locations in the UK. This also applies to certain Items that come direct from our suppliers, which may also include an additional delivery surcharge - you will be notified of this as soon as possible following receipt of your order.
Goods will be dispatched to the postal address you have given in your order. Please note we will not dispatch to PO Box addresses. We will make the necessary arrangements for dispatching and delivering the goods to you. Should there be no-one at the address to take delivery, our courier will leave a card, giving full instructions for you to re-arrange a more convenient time of delivery.
Please note that Poppy Forge products are dispatched directly from the manufacturer and there are some restrictions on delivery outside of Mainland UK meaning that it may not be possible to deliver to certain postcodes (even if your order goes through at checkout this does not mean that we are able to deliver to your postcode or that the delivery you have paid is accurate, our checkout is an automated service and as such we are unable to adjust it for individual manufacturers). If we can arrange delivery for these areas there may be an extra delivery charge, please contact customer service for a quote on delivery before placing your order.
We will contact you as soon as possible following receipt of your order if there is any additional excess payment to make towards delivery of your order. Please also note that some of our larger items are also unavailable for delivery to certain offshore or remote locations in the UK. This also applies to certain Items that come direct from our suppliers, which may also include an additional delivery surcharge - you will be notified of this as soon as possible following receipt of your order.
Goods will be dispatched to the postal address you have given in your order. Please note we will not dispatch to PO Box addresses. We will make the necessary arrangements for dispatching and delivering the goods to you. Should there be no-one at the address to take delivery, our courier will leave a card, giving full instructions for you to re-arrange a more convenient time of delivery.
All Poppy Forge products are made to order, so dispatch times will be could take up to 15 working days. An email will be sent with tracking information as soon as the items have been sent. For updates, you can contact our customer service team who will be happy to assist you.
Please note that Churnet Valley Garden Furniture products are dispatched directly from the manufacturer and there are some restrictions on delivery outside of Mainland UK meaning that it may not be possible to deliver to certain postcodes (even if your order goes through at checkout this does not mean that we are able to deliver to your postcode or that the delivery you have paid is accurate, our checkout is an automated service and as such we are unable to adjust it for individual manufacturers). If we can arrange delivery for these areas there may be an extra delivery charge, please contact customer service for a quote on delivery before placing your order.
We will contact you as soon as possible following receipt of your order if there is any additional excess payment to make towards delivery of your order. Please also note that some of our larger items are also unavailable for delivery to certain offshore or remote locations in the UK. This also applies to certain Items that come direct from our suppliers, which may also include an additional delivery surcharge - you will be notified of this as soon as possible following receipt of your order.
Goods will be dispatched to the postal address you have given in your order. Please note we will not dispatch to PO Box addresses. We will make the necessary arrangements for dispatching and delivering the goods to you. Should there be no-one at the address to take delivery, our courier will leave a card, giving full instructions for you to re-arrange a more convenient time of delivery.
Some of Churnet Valley Garden Furniture products will arrive to you in a parcel. Our product description will let you know if it arrives assembled or part assembled for self assembly. Expected delivery time is within 1-2 weeks.
Some of Churnet Valley Garden Furniture products will arrive on a non-returnable pallet, some will arrive fully assembled and some part assembled, please see individual product descriptions for details. The delivery driver will have to leave the pallet at the front of the house, either on a drive or in a front garden (provided there is adequate access into your grounds, and suitable surfacing for the use of a pump truck) If you do not have either of these, or your access is limited or unsuitable for delivering a pallet it would be advisable to be in when the driver arrives so that you can unload the pallet at the kerbside and move your product somewhere safe. The delivery vehicle that it arrives in will be at least the size of a dustbin lorry, and sometimes bigger, as these large pallets require a tail lift vehicle in order to offload the consignment, so it is important to consider any restricted access issues and let us know in advance, as this will help avoid any costly *fee’s which could be incurred due failed delivery attempts due to inadequate access.
*Any fees incurred from the delivery couriers, through us not being adequately informed will be passed on to the customer.
If there could be an issue with limited / restricted access we ask that you inform us before arrival so that we can inform the relevant couriers. Consideration should be given to the size and weight of vehicles required to deliver these large items, and the access / turning space required by them. This helps avoid re-delivery charges when vehicles are not able to reach some addresses due to limited access. Most couriers are able to arrange a smaller vehicle if necessary, if they are informed in advance. If the couriers arrive to a pre-agreed delivery appointment and the delivery cannot be made due to inaccessibility, we reserve the right to apply a £45 redelivery fee in order to rearrange the delivery in an alternative vehicle.
Garden Olympia
Middletown, Powys, Wales, United Kingdom
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VAT Registration No: 838-5888-61