FAQ

 

Placing An Order

Ordering with Oloo is really easy. Select the product(s) you wish to purchase and add them to your online basket. Once you’ve finished adding items to your basket, it’s time to proceed to the checkout. We’ve outlined the easy steps for placing an order below…

STAGE 1: LOGIN / REGISTER

If you’ve shopped with us before just use your registered email address and password to log into your personal details. If you’re having any problems with your password click here.
If you’re a new customer please create an account, following the simple instructions at this stage of the process. Unfortunately we do not have guest shopping and to place an order you must be registered.

STAGE 2: DELIVERY ADDRESS

Please select which address you wish to use for invoicing and delivery. At this stage you can also add a new address to your account.

STAGE 3: POSTAGE DETAILS

At this stage the postage options will appear specific to your country of delivery. Please choose the option which best suits your requirements. If you would like to see more detail about postage options please click here.

STAGE 4: PAYMENT DETAILS

You can now choose your payment type: by card, PayPal or bank transfer. For more information about our payment options please click here.
If you have any queries about online payment security please click here.

STAGE 5: ORDER

This stage of the ordering process gives you the opportunity to review your order and edit delivery details and payment type. Should you need to change you order items please click on the basket in the top right of the screen to edit the contents.
Once you place your order a new screen will appear confirming your order has successfully completed. On this screen will be an Order ID; please print this screen for your own records and use this ID should you need to contact us about the order.
We will send you an email as confirmation of the order details to your registered email address and will send another email when the order has been dispatched.

EMAIL/TELEPHONE/CUSTOM ORDERS

If you need to create a specialised order or need further help or advice with your order, please contact us on the following methods :

Telephone : 0800 55 66 51 Email : specialorder@oloo.co

Order Problems

ORDER NOT ARRIVED

We dispatch your order direct from our custom built factory, but due to the size and different components of orders please be aware that your order may be split into multiple packages and may not arrive together in one delivery.
The type of delivery you choose at checkout will affect how long it will take for your order to arrive. Please check the delivery information for your chosen postage type before contacting us about an order that hasn’t yet arrived:
• Click here for details on our UK delivery options
• Click here for details on our European delivery options
• Click here for details on our Worldwide delivery options
If your delivery was being made using a tracked service, your dispatch email will give you the details of postage type. You can track and trace your email from the courier’s website.
For information on how to track your order click here. We recommend that you contact the courier’s local depot to see whether they’ve already tried to deliver it, or consider checking with your neighbours to see if your parcel has been left with them.
Be assured that we do our very best to live up to your expectations and our Customer Service team will help you with your order problem as quickly as possible

MISSING PART FROM AN ITEM

This can be caused by many things beyond our control, but don’t worry – contact us and we’ll get you the fastest resolution as a priority.
We stock many brands and products and we’ll ensure you are contacted as soon as possible with a viable solution. When using email please include your order reference, which will ensure the speediest reply.
If you decide to return your order or item, please contact – returns@oloo.co.

ORDER ARRIVED DAMAGED

We’re sorry you’ve had a problem with your order. We do everything in our power to ensure that your goods arrive in perfect condition but if there’s a problem with faulty or damaged goods please click here to contact us so that we can help you as quickly as possible.
When using email please include your order reference and a photograph of the damaged item, this will ensure the speediest reply from our Customer Services team.
Please email us at returns@oloo.co

Payment

WHICH CURRENCIES CAN I USE TO MAKE A PURCHASE?

You can make a purchase using the following currencies:
• Sterling GBP £
• Euro €
More currencies will follow.

WHICH CREDIT CARDS CAN I USE?

We accept most major credit and debit cards for online orders, and you’ll be asked to enter your card details and the name and address of the card holder when you place your order. We’ll then check your details and we may hold an order until we receive the correct details – but don’t worry, we’ll contact you if there’s a problem with your card or address.
You can pay with the following credit and debit cards:
Visa / Visa Electron / MasterCard / Switch / Maestro / Delta / Visa Debit

CREDIT CARD SAFETY AND STORAGE

We’re 100% committed to protecting your security and privacy, and have made every effort to ensure that our transaction process is safe and that your personal information is secure.
We do not hold sensitive payment details about you. When you input you card details during shopping, the card processor retains all the information about your card and only issues Oloo with a unique token identifier. This token then allows us to process the cost of your order against your card. It also allows us to issue refunds or process, for example, backorder charges.
We do not have access to your complete card details. We also have a rigorous audit program, involving independent and regular assessment of our infrastructure and processes to ensure that they meet, and continue to meet, the requirements laid down by the Payment Card Industry Standards Council. Please be aware that in the interests of credit card security you may be contacted prior to the dispatch of your order with a request for additional information.

HOW TO PLACE AN ORDER USING PAYPAL

PayPal is a simple, quick and secure way of paying online, all you need is a PayPal account. For more details go to the PayPal website (please note that orders paid for using PayPal will be charged in full, which includes the cost of any out of stock items). Click here to go to the PayPal website.
To pay by PayPal simply follow the steps below:
• Create your order as normal
• At the payment stage select ‘Pay with PayPal’
• You will be redirected to your PayPal account to provide details of your billing and delivery address
• You will then return to Oloo to confirm all your details and complete your order
• Once completed, you will receive an order confirmation from us to your PayPal email address
• Stock will not be allocated to your order until your PayPal payment is received
PayPal verifies transactions using the address you have on your account and we must send your order to that address. Please make sure that you’ve authorised the delivery address you wish your items to be sent to on your PayPal account.

PAYPAL ECHEQUE

This is another method of paying via PayPal. The eCheque will take up to 7 of days to process. When we receive the funds from PayPal we’ll process your order for dispatch. Unfortunately, stock from your basket can’t be allocated until your PayPal payment is received.

WHY HAS PAYPAL CHARGED ME MORE THAN WHAT YOU STATED?

We accept PayPal payments in US dollar, Australian dollar, Yen, Euro and Sterling. For other countries and currencies we show exchange rates based on the Bank of England rate. If you purchase through PayPal they’ll apply their own exchange rates and you may see a slight difference in the amount you pay. PayPal exchange rates are fully explained in their terms and conditions. Click here for PayPal terms and conditions.

MY PAYPAL ORDERS DON’T SHOW ON MY ACCOUNT

If you cannot see your order history in your usual account location please check orders held against your PayPal email address. A second account may have been created for you and you will be able to track your order from there. Go to the ‘log in’ page and enter your PayPal email address and click on the ‘forgotten password?’ to receive an automated email with your password to this new account. Click here to go to the ‘log in’ page.

HOW TO PLACE AN ORDER BY BANK TRANSFER

To pay by bank transfer, simply follow these steps:
• Create your order as normal
• At the payment stage select ‘Pay by Bank Transfer’
• Upon receipt of your order we’ll send you an email confirming your order and advice on how to complete your bank transfer. This email will include our bank details. Once you have transferred these funds please send a copy of your transfer receipt together with your order number. This information speeds up the order delivery as it will help us locate your transfer and match it with your order
• Bank transfers usually take 3-5 working days to reach our account
• Once we receive the funds, stock will be allocated to your order and we’ll get it dispatched to you
• If your order status has not changed within five working days of placing your order please contact us. Click here to email us.

Delivery

Information

Here is a summary of our delivery costs. If anything is unclear please do not hesitate to contact us and we will be happy to help you.
Free – Available for Solid Timber Worktops and Brochures only. Worktops will usually be delivered the next working day direct from the manufacture if orders are received before 12pm and provided the goods are in stock. Brochures may take longer.
Courier (7 – 10 working days) – £19.99 – Available on Handles and some Accessories ONLY. Duration of delivery is usually between 5 to 7 working days provided goods are in stock.
OKS Transport £50 to £750 dependent on postal code (detailed below on the postcode map). Automatically selected when you buy any kitchen units from us.
Collect from Factory to arrange collection from our factory by either your own transport or perhaps your own courier. We will contact you directly to arrange a convenient time for your delivery or collection. Please note when collecting from us that our factory opening hours are 8am to 4:00pm Monday to Thursday and 8am to 12pm Fridays. We are not open on weekends.
Detailed & Important Information

All deliveries for cabinets and appliances will be made by our own transport unless otherwise arranged with us. You may also choose to pick up your order yourself or arrange your own courier. To do this simply select Collect from Factory in the Select Delivery drop-down. We will always contact you to arrange a convenient time for your delivery or collection.
Delivery summary:

Please ensure that provisions are in place to help unload bulky and heavy items including kitchen cabinets as our deliveries are only accompanied by one driver.
We usually only deliver to a ground floor room. So if the delivery address is anything other than a straightforward house with immediate access (e.g. a 10th floor flat) then please contact our office to arrange the details as some units may have to be sent flat-pack or a drivers mate may have to be arranged for an additional cost.
Please ensure there is adequate access for our large panel van and that it can be parked adjacent to the property.
If our delivery cannot be made due to any of the aforementioned or there is simply no one at the address to accept delivery then the kitchen will be returned to the factory where upon we will contact you to reschedule a delivery. Should this occur you will be charged an additional delivery cost.
For further information please check our FAQ page.
All other deliveries will be made by courier unless otherwise stated.
If any item is out of stock we will contact you and advise you of the situation, alternatively you can always contact us first and we can check the stock and advise you before you buy.
In all instances the shopping cart will select the correct delivery cost for you, especially if you are a registered customer and logged in. Just add an item to your shopping basket and select View Basket and any delivery charges will be shown at the bottom, there are no hidden extras.