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FAQs

Before you contact our customer services, take a look at these frequently asked questions below – the answer you’re looking for may well be right here.

Is Olson Direct safe and secure?

Olson is committed to providing the safest and most secure shopping experience available online.
We use GlobalSign secure server technology that implements Secure Socket Layering (SSL) to protect your details and assist your shopping experience. SSL is the industry standard for encryption and enables millions of secure online transactions everyday, meaning your payment details and personal details are safe when you order from olsondirect.co.uk!

What does it mean to log in / save my details?

Log In is a feature offered by us to make your Checkout process quicker and easier. The benefits being that you can view your order history, product reviews, set up your delivery address and include multiple forms of payment for future transactions.

I've forgotten my password, what do I do?

On the log in page click the 'Forgot Your Password?' link. Enter your email address and we will send you a temporary password. Once this has been entered, you'll be prompted to enter your own password.

I have a new credit / debit card, how do I amend my online card details?

Sign in with your email and password. Go to My Account and select payment details. For each card you wish to remove, click on the 'remove card' link, which is situated to the right of that payment detail. Alternatively, if you are placing an order, you can use your new card details at the checkout and you have the option to save the card details so they can be used next time.

I cannot find the product I'm looking for, is it out of stock? Will you be getting any more?

Possibly. Please contact us using the details below, or alternatively visit the 'Contact Us' page to send a message directly to our customer service and online sales team.

Can I get more information on a product?

We try to put as much information as possible on the website, but if you have any further or specific questions, please use the details below, or alternatively visit the 'Contact Us' page to send a direct message.

How long will it take for my order to be delivered?

Olson are well known for their speedy turnaround time and short lead times, it’s something we pride ourselves on however delivery time is sometimes dependent on the complexity of the unit(s) and also the quantity.

Standard stock items which have already been manufactured are generally delivered within 1-2 working days (If your order is placed before 2pm GMT) however some orders can take a little longer due to specialized units or for an order of a high quantity.

Bespoke units are usually manufactured and delivered in approximately 3-5 working days, sometimes sooner but please feel free to ask at the time of ordering if you require your delivery urgently as we will certainly do our utmost to ensure you get your delivery on the date required.

Guaranteed timed deliveries are available at an additional cost and we offer a before 10am next day service. For this service please contact the Sales Office.

Outside of mainland UK delivery time may vary. Please contact the Sales Office for further information.

Will I be able to track the order I've placed?

Yes, with every online order placed you’ll be notified by email of whom is processing it for you internally (the name provided will be your personal contact for any queries you may have after placing your order). You will also receive an email when the goods have shipped and provided with information on the courier and a tracking number.

Can I return an unwanted item?

Any unwanted purchases bought from Olson Direct can be returned for a refund or exchanged within 14 days as long as you have proof of purchase. Please note goods must be returned in an unworn, re-saleable condition in their original, undamaged packaging. This does not affect your statutory rights.

How do I return an item?

Simply contact us to arrange a return. Any returned items will incur a 30% handling charge. Bespoke and made to order items are non-returnable.