Shipping policy

This Shipping Policy explains how delivery works when you place an order with Olivia Rose.

Order processing times

We aim to process and dispatch orders as quickly as possible.

Most orders are processed within 1–3 working days, unless stated otherwise on the product page or during busy periods.

Working days are Monday to Friday, excluding bank holidays.

During busy periods, promotions, seasonal events, or unexpected stock delays, processing times may be slightly longer.

UK delivery

We currently deliver to addresses within the United Kingdom.

Available delivery options and estimated delivery times will be shown at checkout.

Delivery times are estimates only and are not guaranteed unless a guaranteed service is specifically selected and confirmed at checkout.

Standard UK Delivery: Estimated 2–5 working days after dispatch
Order processing: 1–3 working days

Delivery charges

Delivery charges are calculated and shown at checkout before you complete your order.

Any free delivery offers, discounts, or delivery promotions may be changed or withdrawn at any time.

Dispatch confirmation

Once your order has been dispatched, you may receive a confirmation email with delivery or tracking information where available.

Please allow time for tracking details to update after dispatch.

Incorrect delivery details

Customers are responsible for providing accurate delivery information at checkout.

Please check your delivery address carefully before placing your order.

If an order is delayed, lost, returned, or delivered incorrectly because the address provided was incomplete or incorrect, we may not be able to refund or resend the order free of charge.

If you notice an error in your delivery details, please contact us as soon as possible at:

orders@olivia-rose.co.uk

We will do our best to update the address before dispatch, but we cannot guarantee changes once an order has been processed.

Missed deliveries and returned parcels

If a delivery attempt is missed, the courier or postal service may leave instructions for rearranging delivery or collecting the parcel.

It is the customer’s responsibility to follow the courier’s instructions and collect or rearrange delivery within the required timeframe.

If a parcel is returned to us due to failed delivery attempts, refusal of delivery, or failure to collect, we may deduct the original postage cost and any return charges from any refund due.

If you would like the order resent, additional postage charges may apply.

Delivery delays

We are not responsible for delays caused by couriers, postal services, adverse weather, strikes, seasonal demand, incorrect delivery details, or other events outside our reasonable control.

If your order has not arrived within the expected timeframe, please contact us and we will do our best to help.

Damaged parcels

Please contact us as soon as possible if your order arrives damaged.

To help us resolve the issue quickly, please email us at:

orders@olivia-rose.co.uk

Please include:

your order number;
photos of the damaged item;
photos of the outer packaging;
photos of the delivery label;
a brief description of the issue.

Where an item is confirmed to have arrived damaged, faulty, incorrect, or not as described, we will offer an appropriate resolution, which may include a replacement, refund, or partial refund.

Missing parcels

If your parcel appears to be missing, please contact us at:

orders@olivia-rose.co.uk

We may need to investigate with the courier or postal service before issuing a replacement or refund.

Please note that courier investigations can take time, and we may ask you to confirm details or provide supporting information.

Warm weather and product condition

Some confectionery products may be sensitive to heat.

During warm weather, we take reasonable care when packing orders, but we cannot control temperatures during transit or after delivery.

Please ensure someone is available to receive your parcel where possible, and store sweets and confectionery in a cool, dry place away from direct sunlight, heat and moisture once received.

We cannot accept responsibility for products that are affected due to incorrect storage after delivery.