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Delivery & Returns

Delivery

We offer three delivery methods:

  1. Standard UK Delivery
  2. White Glove 2 Man Delivery
  3. Delivery by Olivia's approved manufacturers

Your delivery method will vary depending on the items in your basket; by size, weight, fragility and supplier. If you’re unsure of the delivery method of your order please contact our team at customersupport@olivias.com. Your delivery estimate will also be shown on your order confirmation.

*All of our delivery lead times can be found within the products page. Please be aware that our white glove deliveries can take a little longer with route planning and in certain circumstances may cause the delivery to fall a little outside of our estimated lead time.

1. Standard UK Delivery

Standard UK delivery is £6.95 and free on orders over £100.

We use DPD for small non fragile items and APC for larger and certain fragile goods. Both of these couriers will deliver your order within 48 hours of dispatch.

Once your item has left our warehouse, we’ll send you an email with tracking information. DPD will text you on the morning of delivery with a 'one-hour' time window. APC don’t offer timed windows so your goods can be delivered any time between 8am and 8pm. day 8am-6pm window.

2. White Glove Delivery

Large and fragile items, including furniture and mirrors will be delivered by our white glove delivery service. Tracking information is not available for these shipments however our courier will contact you to agree a delivery date and time window prior to delivery. They will usually contact you within 2-3 days of dispatch however in certain circumstances this can take a little longer.

You must reply to confirm this delivery date for your delivery to be scheduled. If you fail to respond and confirm you will be offered a different delivery slot which will be for a later date.

If your delivery is missed, or there are any access issues meaning that the item is too large to deliver successfully, then the original delivery charge will be deducted from your refund.

3. Delivery by TeddyBeau approved suppliers

In order to offer you an extended range of products we sometimes arrange for certain products to be delivered by our approved suppliers. Delivery in these cases will be managed directly by our suppliers, but we’ll do whatever we can to assist you in the event of any concerns.

If your order is overdue please contact Customer Services on info@teddybeau.com

Products from Olivia's approved suppliers: Baumhaus, Birlea, Shankar and Swyft will be delivered directly to you from the manufacturer. A tailored delivery estimate is shown on all product pages.

FAQ’s

Why have I not heard from the white glove courier yet?

B-Star logistics aim to contact all customers within 48 hours of the goods being collected from our warehouse. This timeframe may differ depending on the delivery postcode. ‘Out of area’ deliveries may sometimes take a little longer to schedule. Out of Area delivery zones include Scotland, Cornwall and parts of South Wales.

Whilst we appreciate delays can be frustrating we are pleased to be able to offer you free delivery on the vast majority of our catalogue and are proud to say that 98.9% of our orders are delivered to our customers in perfect condition at the first attempt.

Why is my delivery time longer than expected?

While we carry a large amount of stock in our warehouse, we do call some product off from our manufacturers when an order is placed. This typically takes 2-3 days to receive with us and the goods are then quality checked before dispatching with our couriers. While this process enables us to be able to offer you such a large range of products, on rare occasions it may cause delays. We will always make you aware of any potential delays with manufacturer deliveries or failed quality control checks, and we obviously aim to resolve these as a matter of urgency.

Please check the estimated delivery window from your order confirmation email before contacting us to chase delivery. We will keep you updated along the way however we may not have any further information for you just yet until the estimated window has opened.

Tracking deliveries from approved suppliers

It may be possible for you to track your items - check your confirmation email or any communication from the manufacturer for further details. We’re sorry that you won’t be able to track all deliveries being fulfilled by our approved suppliers but please contact us if you need any help.

Will all of my items be delivered together?

If you have ordered multiple items in the same order your items may arrive on different days or from different couriers, but you won’t be charged for additional deliveries.

 

Returns & Replacements

We’re sure you’ll love your TeddyBeau purchase, however, if you don’t you can return it to us for a full refund or exchange within 30 days of delivery. We must be made aware of your intent to return within 14 days of delivery though. Any orders that are cancelled after dispatch will have the shipping costs deducted from the refund.

To cancel or return your order, please complete the form at the top of this page.

Our Returns Policy

  1. Returned items must be in the original manufacturers packaging and in a resalable condition. Our regular couriers can not collect goods which are not packaged. We reserve the right to charge a 20% repackaging fee for items that need repackaging .
  2. You are responsible for the safe return of your items, including the cost of postage. Please ensure all goods are returned as they are shipped including manufacturers and any outer packaging.
  3. Should you no longer require your item then the original delivery charge will be deducted from your refund.
  4. Collection fees will also apply if you would like us to collect the item with our couriers (As below - if applicable).

Returns And Collection Fees Explained

 

Shipping

Collection

DPD

£10

£12

APC

£18

£22

B-Star Logistics

£29

£35

 

Self assembly

When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts listed to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturer’s instructions.

We cannot refund products that have been wrongly fitted or be responsible for any consequences of miss-fitting our products. We strongly recommend that you employ only qualified and experienced joiners and electricians to install our products.

 

FAQ’s

Can you collect my return for me?

We are happy to organise collections for you. Any collection fee will be deducted from your refund. The collection will be arranged with the courier who delivered your order. Please note, a £25 fee is charged for failed collections, please ensure you are at the property during the collection time and date. If you are not going to be in then please inform customer services more than 24 hours before. 

Can I use my own courier?

You are of course welcome to use your own courier to return an item. Please make sure all items are well packaged and insured as we will not be able to process a return for goods that are damaged when received back.

Our returns address is:

TeddyBeau, Unit B, The Slope, Diamond Way, Stone, Staffordshire, ST15 0SD

My item has arrived and it’s damaged.

We QC every item before dispatch, and ask you also inspect the item as soon as it is delivered to you. We do need to be made aware of any imperfections or damage to your order within 48 hours of delivery. We regret that beyond this time, due to circumstances beyond our control we will be unable to process your refund.

When contacting us regarding a damaged item please provide as much information as possible. We will require an image showing the issue as part of the returns process. TeddyBeau will collect any damaged items free of charge and issue a full refund. Further reductions to the refund may be made if the item shows signs of use or further damage. When it is reasonable you may be asked to dispose of a damaged item rather than it being collected.

How long will my refund take?

We will process your refund once your items have been received back in our warehouse and the return has been processed. This will take no longer than 14 days. For security reasons, we are only able to refund the original method of payment used.

Contacting TeddyBeau 

Call - 08085015852 

Email - info@teddybeau.com