Returns & Refunds

Thank you for shopping with us at Oliver Bonas. We hope you LOVE your purchase. In case you want to return it, our returns policy is below:

Returning an item to the website that has been purchased on the website

  • Our free returns service is only available to UK customers and for parcels weighing under 2kg
  • All items can be refunded or exchanged within 28 days of you receiving your goods. For hygiene reasons earrings, pierced jewellery, cosmetics and hair accessories purchased online must be returned to the website in the original packaging supplied
  • Under the UK Distance Selling Regulations you have the right to cancel your order within 28 days of placing your order. You will be refunded your total order value. Standard delivery cost of £3.95 will only be refunded should the entire delivery be returned regardless of whether upgraded shipping was selected (unless part or the entire order was faulty or incorrect)
  • All items must be returned with a valid invoice and a completed returns form which you will find on the reverse of your invoice
  • In addition to our website returns policy, under the distance selling regulations, EU customers have 14 days to cancel their purchase

Returning an item to any of our stores that has been purchased on the website

  • Jewellery (excluding earrings) can be refunded or exchanged within 28 days of you receiving your goods
  • For hygiene reasons earrings, pierced jewellery, cosmetics and hair accessories purchased online can only be returned to the website - and in the original packaging supplied
  • Sale items can be refunded or exchanged within 28 days of you receiving your goods
  • All other items can be refunded or exchanged within 28 days of you receiving your goods
  • All website refunds and exchanges must be accompanied by a valid invoice
  • Postage will not be refunded in stores. If this is required, please send your order back to the website

Returning an item to any of our stores that has been purchased in-store

  • Jewellery can be refunded or exchanged within 28 days of purchase
  • For hygiene reasons earrings, pierced jewellery, cosmetics and hair accessories are non-returnable
  • Sale items are non-returnable except for clothing, which can be refunded or exchanged within 7 days of purchase
  • All other items can be returned or exchanged within 28 days of purchase
  • All returns must be accompanied by a valid receipt

Returning an item to the website that has been purchased in-store

  • Jewellery (excluding earrings) can be refunded or exchanged within 28 days of purchase
  • For hygiene reasons earrings, pierced jewellery, cosmetics and hair accessories purchased instore are non-returnable to the website
  • Sale items can be refunded or exchanged within 7 days of purchase
  • All other items can be refunded or exchanged within 28 days of purchase
  • All returns to the website must be accompanied by a valid receipt and you must include  your name, address and telephone number
  • We advise that all packages are sent on a recorded delivery service as we cannot be held responsible for any parcel that has been lost in transit. The cost of return postage will be at your expense unless the goods are faulty

FURNITURE ITEMS

What if I don't like the product I ordered when it arrives?

We're sure you will like it, but if not, you can return it to us within twenty eight days of delivery for a full refund.  We do ask that that it is returned to us in pristine condition and in its original packaging.

What if the item is damaged when it arrives or I am sent the wrong item?

Quality Controllers check your furniture to make sure it's up to our standards before we dispatch it to you, so damages are rare. If you are unhappy with the quality of the item or if we've sent you the wrong item, please let us know within 24 hours of delivery. Contact the customer service department on 020 8974 0110

You will be contacted by someone from our customer service department who will arrange to collect the item from you and either give you a refund, arrange for a repair, or order you a replacement. It's very important that you inspect your product upon delivery and let us know if there are any faults straight away.

Photos of the damage would be really helpful and speed up the response. Please email images to customer.services@oliverbonas.com.

 Can I cancel an order if I change my mind?

Yes, if you change your mind you can cancel at any time before your item is dispatched.

Simply contact us and we'll cancel your order. No money will be debited from your account until your order is dispatched

 Can I change my existing order?

Yes, you are still able to amend your order until you have received a dispatch notification from us. Once the item has been dispatched no amendments can be made to orders

 

For all of the above your statutory rights are not affected, including your right to claim a replacement where goods are faulty

To find your nearest store please visit www.oliverbonas.com/locations