Delivery

Any Risk of Loss

Once goods are delivered to the buyer, warehouse or receiving company, title and risk of loss or and damage to the products will be the responsibility of the buyer, warehouse or receiving company. Any claim meant for Olivya Stone must be made up to 48 hours after receiving the shipment along with acknowledgement from a delivery carrier. All of our shipments and deliveries are in parallel with the Delivery & Return Policy also included below. 

Delivery Policy

At Olivya Stone we as courtesy arrange shipping for our clients’ orders using our partner freight companies. If the customer, however, prefers to pick their own carrier and delivery method, our company must be notified of the specific details including when products are to be picked up. 

All our handling and shipments are processed through BOL’s or the customers delivery system. Once the shipper  takes hold of products for transportation, responsibility of materials solely becomes the customers as mentioned. Olivya Stone is not responsible for any issues, damages, or loss caused by third-party freight companies used. 

Moreover, international shipping rates can be determined and given via quote upon a customer's inquiry, and remain valid for a period of 30 days.

 

Warranty

Olivya Stone stands by our commitment to warrant all products sold to be fully operational for 1 year. This warranty, however, excludes any damage or mishap as a result of normal wear or use of the product. Nevertheless, any defective item is fully covered to be replaced within a reasonable time period. 

Our furniture finishes (i.e., metal or wood) are hand applied, causing the possibility for variations in color and look. We aim to match each finish as best we can at Olivya Stone; however, no guarantee of an exact match or even protection against fading is possible. Differences in veining and color are a unique characteristic to the raw beauty of stone or wood. 

Additionally, we cannot guarantee that our textiles, whether they are dyed or natural, will not fade. The sustainability and practicality of our appliances and materials are at the responsibility and discretion of the consumer. The customer is liable and assumed to know all the information that is related to any treatments or research of the fabrics bought. Requirements are subject to change with jurisdiction and application. 

Limitations of Remedies

Olivya Stone is not responsible for any mishap or incident regarding product damages, losses, or expenses from the purchase or use of goods. Even if a claim is based on a break in contract or warranty or any other legal basis, we are quite limited in our remedies. We have discretion in giving our buyers credit refunds for the price of any affected purchase made. This is our main solution provided for our customers, lest we did not meet your standards in terms of our piece’s skill and workmanship. Our liability and/or refund cannot be higher than the maximum product amount or invoice settled.

Again, any customer concern regarding products purchased and sold by our company are waived by the buyer after purchase. A claim may still be submitted by our customers in writing within an allotted 48-hour time period from the discovery date of any break or breach.

Exclusions

Any item illustration, description, dimension, or weight shown in any of our advertisements are mere approximations meant to give a general idea of the products shown. As a result, claims on this basis are unsatisfied in the agreement, along with variations due to handmade lighting or furniture. In essence, all options and sizes that are on the price’s list are around a half inch compensation. 

Receiving Products


When purchasing from us here at Olivya Stone, we strongly encourage buyers to choose a qualified receiving warehouse in charge of receiving, checking, delivering, and installing purchased goods. If needed, at the customer's request, we can recommend a receiving warehouse. We strongly encourage that our goods be processed through an official receiver when they are in crates. Receivers are required to note any potential damage found on a package when it arrives. If damage is found, the receiver is required to assist the purchaser with a freight claim. Any damage on the crate, or to the items need to be noted, and reported within 48 hours of receipt. Olivya Stone will not be able to assist in filing or managing a freight claim with crated goods, unless damage, visible markings, or any other irregularities are not noted in regards to the shipping crate. 

Shipments with a signed BOL notes that purchased products were received at the warehouse in good condition. Any exception or change will be otherwise noted clearly on the BOL. Any signature given on the BOL when receiving a shipment is confirmation that the purchased items landed in proper condition. If products are damaged or of lesser expected quality and are not accepted, the designated receiver is obligated to immediately reach out to our company. If a delivery driver makes a "drop and dash", the designated receiver is then obligated to take note on the customer’s BOL that fault or damage of crated products will become the carrier or manufacturer's liability once the items are properly inspected. This responsibility is followed through if a thorough inspection is completed within 48 hours after delivery as well as a claim is filed within 72 hours of the delivery. All freight claims must be filed within 48 hours. 

Product Inspection

Crated goods must be inspected quite carefully in order to accurately document any damage and ensure customers are satisfied with their products. Any denting or damage on the packaging or imperfection noticed must be photographed and noted on the BOL, which is mandatory for claim resolution. Again, if it is obvious this has been tampered with please report this on the BOL and to the receiver.

After inspection, product cartons are to be unpacked and inspected carefully. Unpacking of the products and opening of crates should be administered in the customer’s presence to ensure full delivery satisfaction.  Remember to not remove or let go of any necessary packaging until completely happy with your order. If you cannot make it or carefully and properly inspect the delivered products at the time of receiving shipment with a carrier, then liability transfers to the buyer. As mentioned, the BOL will additionally note that any found damage from that point on is the buyers. Olivya Stone must be alerted in writing during the first 48 hours of any damage found. Pictures, packaging, and the BOL are necessary pieces of information to keep until you are satisfied with your order. All quality or damage-based claims are to be directed to Olivya Stone’s Customer Service Manager, unless the customer chose their own carrier at the time of purchase then claims must go through them instead.  

Reporting on In-Transit Damage and Overall Product Quality 

Before every shipment, we ensure and do a thorough check that the items in the order are leaving ready for customers and in good condition. All items are and must be and are thoroughly inspected by the carrier  prior to leaving our fulfillment center or warehouse, and any damages or irregularities are to be noted on the BOL. The signed departure BOL acknowledges the transfer of responsibility from Olivya Stone to the carrier.  Once the BOL is signed, it is a confirmation that responsibility for delivering the products in the same condition they were met occurred. Crated shipment inspections are mainly based on viewing the exterior of the packages. Any exception or seemingly tampered crates must be noted as well. Any in-transit based damage claims are to be directly reported within the first 48 hours to our company. If your own personal carrier was used, then freight claims are to be taken up with them as we are not responsible for third-party claims.

Returns

At Olivya Stone, we strive to ensure our customers are satisfied with their purchases. If you are dissatisfied with your purchase, notify Olivya Stone within five (5) business days of receipt to the shipping address provided at the time of purchase. We will work with you to coordinate your return for a refund, credit, or exchange. The following conditions apply:

General Return Conditions

  • Eligible Products: Returns are accepted for furniture, lighting, accessories, textiles, trim, and leather. Custom, made-to-order products, and floor samples are excluded.

  • Authorization: Returns must be pre-approved by Olivya Stone. Obtain a Sales Order Return Number from your Olivya Stone Showroom Customer Service Associate or Client Service when coordinating your return. Returns without written approval will be returned to the shipper at the customer’s expense.

  • Fees: Unless there is an issue with product quality or in-transit damage, returns are subject to a 30% restocking fee, applicable handling and packaging fees, storage fees, repair fees, and return shipping costs. Outbound shipping or other fees are non-refundable.

  • Condition: No returns will be accepted for products that have been installed, altered, damaged, cut, treated, or processed in any way.

Textiles, Trim, and Leather

  • Return Window: Returns are accepted within 14 days of delivery. Returned products must be received by Olivya Stone within 30 days of return authorization.

  • Minimums: No returns accepted for fewer than five (5) yards or two (2) hides. No claims or returns on textiles that have been cut, marked, treated, or improperly handled following delivery.

  • Final Sale: All discontinued items are final sale, with no price adjustments on discontinued items.

In Stock Furniture and Lighting

  • Return Window: Returns must be received within 30 days from receipt at the ship-to address. Products received after 30 days, or in a condition other than brand new, will not be accepted.

Custom Orders and Floor Items

  • Final Sale: No returns are accepted for custom and made-to-order products. All deposits for these items are non-refundable. Similarly, any item purchased from our Quick Ship program is considered final sale and is not eligible for return or refund.

Represented Vendors

  • Vendor Policies: Please refer to the represented vendors’ return policies for their specific processes. Contact your local showroom for additional information.

Color Fading, Shrinkage, and Wear

  • Limitations: Textiles and finishes are not guaranteed against color fading from sun exposure or atmospheric conditions. Additionally, textiles are not guaranteed against shrinkage or wear. Please refer to our Terms of Use for full warranty information.

All purchased products should be carefully inspected upon receipt to ensure they match the order confirmation and Olivya Stone invoice. Returns must be handled in accordance with Olivya Stone’s shipping instructions and include the provided Sales Order Return Number.

For more information, please contact your local Olivya Stone showroom or our Client Service team.