Handmade in the UK

Free delivery over £500

FAQs


We’ve put together some of the most frequently asked questions which you may find helpful. If you need any more information or we haven’t quite explained ourselves, please give our enthusiastic customer care team a call on 0333 043 0033 and they will be more than happy to have a good chat or you can email hello@ollieandleila.co.uk

1 How do I place an order?

Ordering is simple. You can place an order in any of the following ways;

• Anytime online at www.ollieandleila.co.uk. Simply select the items you wish to buy and click the ‘Add to Basket‘ button and follow the guided process through to checkout and secure payment.
• By telephone on 0333 043 0033. This number is charged at the same rate as local or national landlines in the UK. Our customer care team are always happy to help and are available 9am to 5pm Monday to Friday.
• By post. Please write to our registered office at Ollie & Leila, 97-99 Pegholme, Wharfebank Business Centre, Ilkley Road, Otley LS21 3JP.

Please ensure you check all dimensions and product details carefully before ordering and do not hesitate to call or email us to clarify any information prior to placing your order to avoid any disappointment.

 

2 How can I find out more about a particular bed or product?

Our customer care team just love to chat! Give them a call on 0333 043 0033 and our friendly team are always happy to help. Just tell them the name of the product you are interested in and quote the product code.

 

3 How do I have bespoke furniture made?

All our painted furniture is available as bespoke. Just call our customer care team on 0333 043 0033 to discuss your requirements. If, for example, you want to make a chest of drawers larger or a wardrobe shorter, we will liaise with the factory and quote you a price for the bespoke piece.

Just to let you know, you cannot return any bespoke furniture should you change your mind.

 

4 What happens once I have placed an order?

Once we have received your order you will be sent an order confirmation by email with a receipt of your order and details of the estimated delivery.

Where delivery dates are given, these are estimates and as third party carriers are used to ship items we cannot make any guarantees.

Please check your order details carefully for accuracy so any mistakes can be rectified as soon as possible thus avoiding disappointment and unnecessary delays to your delivery.

 

5 Why have I not received an order confirmation email?

It does sometimes happen that your confirmation email does not reach you. Please check your junk and spam folders to make sure it has not been filed incorrectly. If you still cannot find your email, please give our customer care team a call on 0333 043 0033 and we will investigate further.

 

6 How do I track my order?

As we work with different manufacturers and different delivery companies, we do not have an on-line tracking system available as yet. Please call our customer care team on 0333 043 0033 who will be happy to help should you have any questions relating to the status of your order, or email us at help@ollieandleila.co.uk quoting your name and order number

 

7 What happens if I don’t like my order when it arrives?

If you’re not happy with your order, please contact our customer care team on 0333 043 0033 or email help@ollieandleila.co.uk within 14 calendar days of your delivery, for a refund or exchange. Please ensure all items are unused. It is your responsibility to return the items to us in re-saleable condition or we can arrange a collection for you, however a charge will be made for this service.
For more information on refunds and cancellations, please see our Terms and Conditions.

 

8 What happens if my goods are faulty?

In the unlikely event that you have received an item which is faulty please contact us immediately on 0333 043 0033 and we will order replacement parts free of charge or collect the faulty items for a refund. Your statutory rights are not affected.
For more information on faults and returns, please see our Terms and Conditions.

 

9 How do I change or cancel my order?

If you wish to amend your order please contact our customer care team on 0333 043 0033.


Under the Consumer Contracts Regulations you may cancel your order by written notice any time up to 14 calendar days after the day on which you receive the goods. If you have received your order please note you have a duty under the regulations to take reasonable care of items until they are returned to us at your cost. Please see our Terms and Conditions for further information.

 

10 Do you deliver outside the UK?

We currently deliver to Mainland UK only.

 

11 Is your site secure?

See our Terms & Conditions.