FAQs
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.
What is the temperature / humidity range of Olson products?
Operating Temperature: +5 to +40°C – Storage Temperature: -5 to +60°C – Humidity (non-condensing): 0 to 85%
I need to dispose of a used Olson product, what do I do?
For products sold into the UK market, Olson is obliged to offer a recycling service under the WEEE regulations. Contact us for further details.
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 items these are usually despatched in approx 2-3 days from receipt of order, however this may be slightly longer on an order of a high quantity.
Custom units are usually despatched in approx. 3-5 days from receipt of order, depending on the complexity of the units and also the quantity needed.
If you need the goods urgently or for a specific delivery date, please contact our sales office on 0208 905 7273, who will be happy to check the lead time for you. We will always do our upmost to ensure you have your order for the delivery date required.
Guaranteed timed deliveries are available at an additional cost and we offer a before 10am next day delivery (from date of despatch). For this service please contact the Sales Office.
Outside of mainland UK delivery time and shipping charges will vary. Please contact the Sales Office for further information.
Will I be able to track the order I’ve placed?
Yes you will receive an email when the goods have shipped, 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. Any items that are custom parts or made to order (as notified at point of order) will be non-cancellable and non-returnable.
All goods must be returned unused, in a re-saleable condition in their original, undamaged packaging. This does not affect your statutory rights.
Any items returned after 14 days would incur a 30% Handling charge, and we allow a maximum of 6 weeks for the return of unwanted goods. If you have a query on returning a product please contact our sales office on 0208 905 7273
How do I return an item ?
Please contact our sales office to arrange a return. If the product can be returned back to us, this would need to be returned at the buyer’s cost and within the timescales mentioned above.