Frequently asked questions

You can place an order with Garden Olympia in two ways:

1. Online: Directly through our website.
2. By Phone: Call our Customer Service Team to place an order over the phone.

Once your order is placed, you should receive an email confirmation with your unique order reference number within 24 hours. If you don't receive this confirmation, check your Spam/Junk folder, as emails can sometimes end up there. If it's not there, contact our Customer Service team at 0788 177 3486 or sales@gardenolympia.co.uk for assistance.

Once your order has been dispatched, we cannot make changes to it (add, remove, or edit items). However, if your order has not yet been dispatched, there might be a chance we can assist. Contact us as soon as possible, and we will try our best to accommodate your request. Please note that we can't guarantee changes will be possible. 

If you wish to cancel your order, please reach out to our Customer Services team as soon as possible. Since there is only a small window for cancellations, please contact us during our working hours (Monday to Friday, 9am – 5pm). If your cancellation request is received outside of these hours, or after dispatch, we may not be able to cancel it. In that case, you can return the item to us by following our Return and Refund Policy. 

Yes, all deliveries require a signature unless there is a safe place where the parcel can be left. This is for your security and ours. Please ensure you provide a daytime delivery address and a mobile number so our couriers can reach you if needed. Deliveries are made between 7am and 8pm, Monday to Friday. 

If you're not satisfied with your order, you can return it within 14 days for a full refund. The items must be in their original packaging and in resalable condition. For more details on how to return an item, please refer to our Return and Refund Policy. 

If your order has been dispatched and you have not received it, the courier may have left it with a neighbour or in a safe place if you were unavailable to accept the delivery. The courier will have obtained a signature. Contact us, and we will assist you by contacting the relevant courier service. Alternatively, use the calling card left by the courier for their contact details. 

If you're unavailable when the delivery is attempted, a card will be left. The courier will attempt a second delivery the following working day. If you're still unavailable, the parcel will be held at the courier's depot until you reschedule the delivery. Items delivered by Royal Mail will be returned to your local sorting office, and you'll need to collect them. Please note, if a redelivery is needed, redelivery charges may apply. 

Currently, we do not offer time-specific deliveries. All deliveries occur between 7am and 8pm, Monday to Friday. We do not offer Saturday delivery. Orders placed after 2pm will be dispatched the next working day. If Next Day Delivery is chosen on a Friday before the dispatch cut off time, the order will be delivered on Monday (unless it’s a Bank Holiday, in which case delivery will be on Tuesday). 

Unfortunately, we are unable to change the delivery address once your order has been processed.

Our returns policy lasts 14 days. If 14 days have passed since your purchase, we cannot offer you a refund or exchange.

To return an item, you must first contact our Customer Service team, who will issue you a unique returns number and provide return instructions.

To be eligible for a return:

• The item must be unused and in the same condition as when you received it.
• It must be in the original packaging.
• You need to provide proof of purchase.

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment. Please allow up to 10 working days for the refund to appear in your account. If you haven't received your refund after 10 working days, please contact us at sales@gardenolympia.co.uk.

Please note: If we arrange the collection of your item, we will inform you of any applicable charges before scheduling. There will also be a charge for any missed collections.

Before returning your order, please read our Return and Refund Policy. When returning items, please include a covering note with your order number, name, and reason for return. Without this, we will not be able to process your refund.

You are responsible for the cost of returning the items. We recommend using a tracked service for your return, though this is not required. We cannot accept proof of postage as proof of receipt. All returns must be packaged securely.

Yes, all prices on our website include VAT (where applicable) at the current rates, but exclude delivery charges, unless stated otherwise.