At Olympian, we believe that choosing furniture for your home should be a pleasurable, relaxing and rewarding experience. However we know that buying furniture isn’t something you do every day and because of this, there may be a few questions you’d like answered both before and after you’ve made your decision to buy.
Here below are some of the questions we’re most frequently asked along with some of the corresponding answers.
Delivery:
“Do you deliver?”
Yes, we do deliver. All of our deliveries are carried out on our behalf by a separate specialist home delivery firm contracted by us to provide the famous Olympian ‘white glove’ delivery experience. They are conducted by a fully trained and insured 2 man crew. All furniture is assembled and positioned in your room of choice and any packaging material is removed for recycling.
“Where do you deliver, do you charge and if so, how much?”
Our deliveries are grouped into three separate distance categories namely “Local”, “Boundary” and “Outlying”
Separate charges apply accordingly with details as follows:-
Local Delivery:
A delivery is termed “local” if the delivery address is within a 35 mile driving distance of any of our stores.
Local Deliveries are charged at the rate of £35 including VAT.
Boundary Delivery:
A delivery is termed ‘boundary’ if the delivery address is between 35 and 55 miles driving distance from any of our stores. Boundary Deliveries are charged at the rate of £55 including VAT.
Outlying Area Delivery:
We are currently unable to deliver your furniture to an address which is beyond a 55 mile driving distance from our stores. However, we will happily recommend a carrier to you who will calculate charges for you on an individual basis.
Please note: As Olympian does not provide this service, we are consequently unable to guarantee the ability of third parties to provide this service nor are we able to accept responsibility for their performance in this respect.
All third parties will be requested by us to inspect items on your behalf prior to uplift from our warehouse (or shop) and we regret we may consequently be unable to respond to subsequent claims of damage to uplifted items. This does not affect your statutory rights.
Please note: Payment of the charges for delivery to ‘Outlying Areas’ is made directly between you and your appointed delivery firm. We are unable to involve ourselves in any such transactions.
“Will you deliver all my items at the same time?”
It is always our aim to consolidate your whole order and to deliver all the items to you at the same time. However as we despatch customer orders from two separate warehouses and source from a number of different suppliers, this may not be possible and we may require to deliver items to you at different dates and times.
In cases where we require to make two separate deliveries for items ordered together on the same order, you will of course only be charged for a single delivery.
“Will you notify me of a delivery date & time?”
Yes, of course. Upon receipt of your furniture into our warehouse, our delivery firm will contact you to arrange your delivery. You will be given a date and an approximation of time (i.e. morning or afternoon) and you will also be offered the option of receiving a phone call on the delivery day approximately one hour before delivery.
Please note: Please confirm with the delivery firm that they have the telephone number on which you may be reached on the delivery day itself. In the event that you forget to be in to receive your delivery, we regret that making a subsequent visit to you to make delivery may be chargeable.
Please note: Although we aim to be as flexible as possible to accommodate your needs, owing to the volume of deliveries and the truck routing, please be aware that it may not necessarily be possible to be in your area on your chosen day or time.
“Can I have my furniture delivered in the evening?”
We know how busy you are and that taking time off work to receive your delivery isn’t always convenient. It may therefore be possible to arrange a Twilight Delivery Service (Local Deliveries only) for you so that you may receive your delivery between 5.00 pm. and 10.00 pm. in the evening. Twilight Delivery is in its early stages. Putting a van and crew on in the evenings is only possible when demand is sufficient so we are unable to guarantee availability.
The Twilight Delivery Service is chargeable at a rate of £49 per order including VAT.
Please note: We are unable to be more accurate with quoted timings than between 5.00 and 10.00 pm. on the evening arranged.
“What if I’m not ready to take my furniture when you contact me to arrange delivery?”
Once we confirm receipt of your order into our warehouse, we ask that you take delivery (or arrange collection) within 14 days of the latter of the due date quoted to you at the time of ordering or the date of arrival into our warehouse.
Should you be unable to accept delivery within this time, we will request that you pay any remaining balance within this 14 day period. Your order will then be stored by our nominated delivery firm on your behalf.
(Their storage service is currently chargeable at the rate of £23.50 (including VAT) per item per calendar month. Any storage charges applied are payable directly to the delivery firm prior to delivery.)
Please note: If you decide to enter into an extended storage agreement with our nominated delivery firm, your order will effectively be released by us to you (care of the delivery firm). As such responsibility for everything other than damage due to our negligence will transfer to you at this point. This does not affect your statutory rights.
Please note: In instances where remaining balances are not paid within the 14 day period referred to above; Olympian reserves the right to cancel any order and return any deposits previously paid without prior notice.
(A 10% administrative charge will be applied in all such instances).
“What if access is awkward?”
It is always our aim to deliver your furniture into your room(s) of choice and to position it for you to be able to use and enjoy as soon as the delivery crew have left. However, in some parts of the country, access is difficult for larger vehicles. If you think access may present a challenge, please advise our delivery firm when they contact you to book delivery. This way, an alternative plan can usually be made to ensure a successful delivery to you.
Please note: We can not be held liable for any difficulties getting your furniture into your home or room of choice. Please ensure the dimensions of your purchase are suitable for your home, office or other intended environment and that it is practical to complete the delivery. Please refer to the measuring guide on this site.
“Do you set the furniture up and remove any packaging?”
Yes indeed. Our ‘white glove’ delivery service includes placing your item where you want it to go. The delivery crew set everything up so that you can simply get on with enjoying your new furniture. All packaging materials are removed for recycling unless you specifically request us not to. All we ask is that you ensure any items which may obstruct delivery or placement of your furniture are removed prior to our crew arriving.
“Can I collect my furniture myself?”
Yes, of course. After we’ve confirmed receipt of your order into the warehouse, items may be collected from there by prior arrangement. Collections may be made form the warehouse from Monday to Friday between 9.30 am. and 4.00 pm. We ask that you (or your appointed carrier) bring a copy of your order with you and that you make cleared payment in full a minimum of 24 hours prior to collection. We will furnish you with the address of our warehouse when we contact you to confirm receipt.
Please note: Prior to uplift, we will ask you to inspect all items to ensure they are free from damage or defect and to sign to this effect. We regret we may consequently be unable to respond to subsequent claims of damage to uplifted items. This does not affect your statutory rights.
“What about Delivery of Ex-Display, Discontinued or Shop Floor Stock Items?”
As all our deliveries are carried out from our warehouse(s), we are unable to offer delivery of items which are sold “off” or from our shop floors. You may of course collect these items yourself or we will happily recommend a carrier to you who will quote you for delivery. Alternatively you may of course make arrangements with a carrier of your own choice.
Confirmation of the condition of all ex-display, discontinued or floor stock items will be sought with you at the point of sale. This condition will be confirmed with you or your appointed carrier again at the time of uplift when you (or your carrier) will be asked to sign to this effect (on your behalf). We regret that we may consequently be unable to respond to subsequent claims pertaining to defect or damage beyond those identified at the point of sale and confirmed at the time of uplift. This is in addition to your statutory rights.
Please Note: All ex-display, discontinued, end of line or shop floor stock items sold “off” or from the shop floor must be collected from the shop within seven days of purchase and be paid for in full at the point of sale.
Items not collected within seven days of purchase may be removed to our warehouse following which time you will require to make collection from there.
“What about Payment?”
We welcome payment by Visa, Mastercard, Switch, Visa Delta, Cash or Cheque. You may make payment by telephone, in person at the shop or by post. We will shortly be enabling you to make payments online.
Finance, including our ‘Buy Now & Pay Later’ option, is also available subject to qualifying criteria being met.
Receipt of full and cleared payment is always required prior to delivery or collection.
“What if I am unhappy with my furniture when it’s delivered?”
We really hope you will love everything about Olympian and everything you buy from us. Our aim is 100% customer delight and we make every effort to achieve this for all of our customers, 100% of the time. We will respond positively to any issues you may have relating to your purchase and we will attempt to resolve them for you at the earliest possible opportunity.
“Olympian’s Commitment to you”
We will acknowledge any issue and propose a path for resolution within two working days of you reporting it to us. (Working Days = Monday to Friday inclusive.)
“What if my furniture is Damaged or Defective in some way?”
Every care is taken to ensure your furniture arrives with you in perfect condition and that it is free from damage or defect.
We work extremely hard to develop relationships and to partner only with manufacturers and suppliers who demonstrate an ability to produce and deliver products of a consistently high quality which are free from both damage and defect.
However, in the unlikely event that an item being delivered to you is damaged or defective, it is our principal aim to resolve the situation for you at the earliest possible opportunity. (see “Olympian’s Commitment” above)
Please read the following paragraphs as this may prove helpful.
“Natural Imperfections”
Many of our products are made from natural materials. As such, they invariably contain natural imperfections which are deemed to be part of their charm and are not considered as defects. Variations in timber such as wood grain, texture and colour and natural markings in leather such as flea bites, barbed wire marks or skin folds are all considered to be inherent characteristics of so many of our products and a sign of each item’s genuine authenticity and uncorrected nature. This is what we, and our customers, love about so many of our products and it’s one of the principal reasons that our customers choose products made from natural materials.
Products made from natural materials, such as wood or leather, will continue to respond to their immediate environment throughout their life. Moisture absorption and moisture loss are part of this process. All of our furniture is designed to adapt well to the hydrometric conditions of the location in which they are placed and their design permits the wood or other materials to expand and contract naturally. However defect arising as a consequence of exposure to extreme conditions may void any associated guarantees and care must be taken in consideration of any item’s location in your home.
“Damage”
We ask that you, or the person(s) appointed by you to receive items on your behalf, inspect(s) each item upon delivery / receipt. You will always be given a reasonable opportunity to do this.
If minor damage is evident at this time, dependent upon its nature, the delivery crew may be qualified and able to effect immediate repair for you and we request that you bring this to their attention whilst they are still present.
In the event that they are unable to resolve any issue to your absolute satisfaction at this time, they will give you the opportunity to have the item taken away for an exchange or refund. This does not affect your statutory rights.
Should you wish to retain the item; the delivery crew will initiate our procedures for resolution resulting in the first instance in you being contacted by a member of the Olympian team within two working days to discuss a further course of action.
Please note: We regret that we may be unable to respond to subsequent and previously un-notified claims of damage after such time as the delivery crew have left your premises and we strongly urge you to inspect each item thoroughly upon delivery.
“Defect”
We ask that you, or the person(s) appointed by you to receive items on your behalf, inspect(s) each item upon delivery / receipt. You will always be given a reasonable opportunity to do this.
If defect is evident at this time, dependent upon its nature, the delivery crew may be qualified and able to remedy this for you and we request that you bring this to their attention whilst they are still present.
In the event that they are unable to resolve any issue to your absolute satisfaction at this time, they will give you the opportunity to have the item taken away for an exchange or refund.
Should you wish to retain the item; the delivery crew will initiate our procedures for resolution resulting in the first instance in you being contacted by a member of the Olympian team within two working days to discuss a further course of action. This does not affect your statutory rights.
In the event that a defect becomes apparent at a later date, we ask that you report the nature of the defect to us immediately and provide us with an opportunity to put things right. We will always endeavour to understand and resolve any issues for you at the earliest possible opportunity.
Terms and Conditions
Please note: All of the above is separate to our Terms and Conditions; a copy of which may be obtained upon request by emailing info@olympianliving.co.uk