Customer Service
Contact Us:
Have a query or something we can help you with? Get in touch with us at info@ollieandnic.co.uk and our friendly and helpful Customer Services Team will get back to you as soon as possible.
Discount Codes:
We do offer discount codes which can be used to discount your order. In some cases we may have multiple codes active at any one time. Please note, only one discount code can be used in a single purchase. For example, if we have a % discount code and a Free Delivery code active you will only be able to apply one to your basket.
Burgess Hill Shop. We have a small shop attached to our warehouse in Burgess Hill, West Sussex.
Our opening hours are:
Monday - Friday 10 a.m.- 5 p.m.
Find us at:
Ollie & Nic
Unit 4, 1A William Way
Burgess Hill
RH15 9AG
Accepted Payment Methods:
All products on the Ollie & Nic online store are priced in £ Sterling
Please have your credit card details ready when you place an order.
We accept the following methods of payment:
VISA, MASTER CARD, MAESTRO, PAYPAL, CLEARPAY
All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.
The security code is the 3 digit number that appears after the last 4 digits of the actual card number on the back of your card.
Pricing policy:
Prices shown on our web site are in line with Ollie & Nic UK recommended retail prices. All prices shown are inclusive of VAT. Delivery costs are not included.
The website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or canceling it. We are under no obligation to sell incorrectly priced goods to you at the incorrect price if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as an error. When you receive your order, you will also receive a written confirmation of the items delivered and the individual costs of these items.
Product Information:
We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.
We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.
Ordering:
Please make sure the e-mail address you provide to us is correct and your mailbox is in proper working order. All order confirmations are sent to that e-mail address.
Any contracts or agreements formed between you and us by means of this web site shall be governed and construed according to English law and any disputes or proceedings shall be subject to the exclusive jurisdiction of the English courts.
Please note in particular that:
1. Product details: While we try to ensure that all details (including prices) displayed on this web site are correct and up to date, we cannot be held responsible for their accuracy. You must ensure that, prior to placing an order, you have checked all relevant details about the products you have selected as their relevant details may have changed since you last visited this online store.
2. Promotional Codes: From time to time we may have exclusive offers. Only one code can be used per order even though during some periods we may have more than one offer running at a time.
3. All products displayed on this website are subject to availability.
4. All prices are inclusive of UK VAT (but do not include delivery charges).
5. Your payment card will be debited at the time of ordering.
6. No statement on this online store site shall be deemed to affect the statutory rights of a consumer which cannot be excluded or restricted by law.
Links to external websites:
Ollie & Nic accepts no responsibility for the content of any site to which a hypertext link from this site exists. Such links are provided for your convenience on an "as is" basis with no warranty, express or implied, for the information provided within them.
Security:
Ollie & Nic treats all the data held with the utmost care and security. Any details you give will remain completely confidential.
How much does delivery cost?
Standard UK Delivery is £3.95, regardless of the weight of your parcel, unless otherwise stated.
For other delivery options and international delivery rates please see our Delivery page https://www.ollieandnic.com/pages/delivery
When will my order be delivered?
Delivery takes up to 5 working days from the time you place your order with us.
Do you deliver to PO Box addresses?
Unfortunately, we can't ship to PO Box addresses for security reasons.
How do I return an item?
If you have received goods which are not of satisfactory quality or not as described, or if you have simply changed your mind, you may return the goods to us for a full refund. Simply return the items, in their original condition and packaging, within 28 days of receipt.
See RETURNS page for further information on how to return your goods.
PLEASE NOTE: Sale items must be returned within 28 days of purchase.
I have received a faulty item, what shall I do?
We want all our customers to be 100% happy with the quality of the goods they have received. If you think anything in your order is faulty, please get in touch with us within 28 days of delivery and we'll do all we can to help. Make sure you have the following information:
• Your Order Number
• Product Code/Product Name
• Details of the fault
• If you want a refund or replacement
I have received an incorrect item, what shall I do?
We are very sorry if you have been sent the wrong item. Please get in touch within 28 days of delivery and let us know the following details:
• Your Order Number
• Product Code/Product Name
• Details of the order discrepancy
• If you want a refund or replacement
There is an item missing from my delivery, what shall I do?
We are very sorry if there is an item missing from your delivery. We'll usually be able to send you the item we missed out, but on the rare occasion that isn't possible, we'll refund the money you paid for it.
Please get in touch within 28 days of delivery and let us know the following details:
• Your Order Number
• Product Code/Product Name
• Details of the order discrepancy
• If you want a refund or replacement
Can I change/cancel my order?
If you would like to change/cancel your order after purchasing please send an e-mail to info@ollieandnic.co.uk expressing how you would like to change/cancel your order. We will do our best to make these changes/cancellation before your order is dispatched. We will usually dispatch Standard Delivery orders the next day so please e-mail before the next day for the best opportunity to change/cancel your order.
How do I pay for my order?
You can use any of the cards listed below. We take security very seriously, so your details will be safe with us.
VISA, MASTER CARD, MAESTRO.
All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.
I forgot to use my discount code, what shall I do?
Unfortunately, if you didn't enter your discount code at the checkout, we can't apply it to that order or amend your payment later on.
Can I use more than one discount code on my order?
Only one offer code can be applied to each order. When more than one code is entered, the previous discount will be replaced with the new discount.
Why am I not receiving any emails or newsletters from you?
If you are not receiving our emails or newsletter you may miss out on some of the great offers and information about our gorgeous new ranges. One of the most common reasons for this that your email software is marking emails from us as junk mail, and are sending them to your spam folder. To stop this from happening, check your junk mail folder and then copy our address to your email address book, then emails from us should come through just fine.
If you don’t receive the newsletter, get in touch and we will do our best to fix the problem.
Can I put my bag in the washing Machine?
Please don’t! All our bags are carefully constructed with great quality materials, to ensure they retain their looks and live a long and happy life. Putting your bag in the wash will not only spoil its shape, but may also result in colours running and zips and other hardware breaking. This may also happen if you get your bag dry cleaned. Instead, to keep your bag looking gorgeous, we recommend you spray it regularly with a Fabric or Leather Protector. Dirty marks can be cleaned gently with a damp cloth. Excessive rubbing or detergent may result in colour fading. Leather goods can also be cleaned using specialist leather creams.
I have bought an item from you in the past and it has now developed a fault, what can I do?
If you have bought an item from us within the past 12 months then please contact us and we can take a look at the item to see what we can do. We cannot always guarantee a repair or replacement but we will try and do our best to sort the problem out.
At Ollie & Nic we are proud that we do whatever we can to make our business ethical. As the world faces ever increasing environmental changes, we are committed to playing our small but important part through the following methods:
BDF New Life Charity: We donate all our unwanted samples and faulty goods to this very worthwhile cause, to ensure nothing within our business goes to waste. New Life support disabled, sick and terminally ill children helping to get them the essential equipment they need. Find out more at www.bdfnewlife.co.uk.
Code of Conduct: All suppliers which we are in direct contact with are asked to follow the Ethical Trading Initiative (ETI) Base Code. This sets out minimum standards relating to working conditions, pay and employment rights. Factories are visited by our team to ensure this code is followed. Any irregularities found must be corrected or as a last result our business would be moved elsewhere.
Climate Change: We are constantly striving to reduce the amount of energy we use in our stores, warehouse and Head Office. We also closely monitor the air miles used in shipping our products, and use alternative greener methods of transport whenever possible.
We hope this goes some way to answer your questions about our ethical trading policy. Please do not hesitate to contact us if you would like any further information on info@ollieandnic.co.uk.