Customer Care

EXPLORE FREQUENTLY ASKED QUESTIONS

Here you can find information about delivery and payment options, contact details and much more. We have gathered a list of frequently asked questions to help you quickly find the answers you need.

DELIVERY & COLLECTION

How can I change my delivery or collection time?

Please contact our customer service if you wish to change your delivery time, address, or contact information.

Note – this does not apply to express items if the order has already been dispatched. If you are not home at the time of delivery, it will be delivered to your nearest pickup point.

For Click & Collect orders, please contact the store directly.

When will I receive my order?

Home delivery

You can find your estimated delivery date and time window in your order confirmation.

Unfortunately, we cannot provide an exact time of day for delivery, as the delivery schedule is often planned on the day itself.

However, our delivery partner will call you 30 minutes before arrival to notify you.

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Collection

You can collect your items yourself from one of our collection points and save on delivery costs. Please note that collection from a store is not possible – only from a collection point. 

If you are unable to collect your order yourself, someone else can do so on your behalf. They simply need to bring a letter of authorisation, valid ID and the order confirmation. 

Your collection date can be found in your order confirmation. You must collect your order within 14 days of this date. 

Smaller items can be collected from a store, while larger furniture such as sofas and tables can only be collected from our collection points. This will be stated in your order confirmation. 

Unfortunately, we do not provide trailers for loan, so you will need to arrange this yourself when collecting your items.

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Express Delivery with GLS

If you are not at home on the day of delivery, GLS will notify you that they have attempted to deliver your parcel and provide information about where you can collect it. 

Unfortunately, we are unable to change the address or delivery date for express delivery items, as they are dispatched as quickly as possible. 

If you change your mind about your purchase, you can return the item within 100 days, provided it is unused and in the same condition as when you received it. Simply complete the returns form and use the prepaid returns label. You can also return the item to one of our stores. 

If you wish to cancel your order, you can either accept the parcel and return it or refuse delivery, in which case it will automatically be returned to us. Refused or uncollected parcels can take up to three weeks to reach our warehouse before we can process your refund. 

Delivery takes 1–4 working days. You will receive a link and a Track & Trace number with further details about your delivery. If you have not received your parcel within three weeks, please contact us again so that we can raise a claim with the delivery company. 

Please note: During public holidays, GLS deliveries may take slightly longer than 1–4 working days. 

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Click & Collect

Click & Collect allows you to order and pay for your designs from home and collect them from your nearest BOLIA store. 

You can check the individual product page on Bolia.com to see whether the item is available for Click & Collect. 

Most Click & Collect items are in stock and can be collected the same day or the following day. You will receive a text message when your item is ready for collection. 

When collecting your order, please bring your order confirmation and valid ID. If someone else is collecting it on your behalf, they will need to bring a letter of authorisation, their own ID and the order confirmation. 

You have a 100-day right of return on all accessories, provided the item is unused and in the same condition as when you received it. Simply bring the item and your order confirmation to the store. 

We offer a 12-year warranty on all our designs as a member of MyBOLIA, except Lifestyle products. Read more here.

You do not need to collect your Click & Collect order on the date stated in your order confirmation, but we would appreciate it if you could collect it within approximately one week. 

Where is my nearest BOLIA store?

 

FIND YOUR NEAREST STORE HERE

OFFERS & CAMPAIGNS

Which campaigns are currently available?

 

Our general campaigns do not apply to outlet items. The offers are the same both online and in our stores. 

Explore all current campaigns here

 

Where can I find your special offers in the Online Outlet?

 

We believe that a better and more responsible future requires action, and that the choices we make matter. That is why we believe that every design - regardless of imperfections - deserves a loving home. 

This is the idea behind our Online Outlet - a special place for long-lasting designs at beautiful prices. Here, you will find timeless furniture and accessories from photo shoots, display models and returns - often with no imperfections other than missing packaging. 

Explore Online Outlet

 

Where can I read more about all the benefits of MyBOLIA?

 

As a MyBOLIA member, you have access to a range of benefits, including: 

• Special member discounts  

• Exclusive early access to our warehouse sales  

• The option to save favourites and share wish lists  

• Order overview and management  

• A personalised offer in your store  

• Invitations to inspiring events  

• Free fabric samples  

• A 12-year warranty on all our designs 

• Competitions and much more 
   

Sign me up! 

MyBOLIA Terms & Conditions

 

RETURNS

How can I cancel my order?

 

Home delivery or collection 

We can arrange collection of your order from your home address for an additional fee. You can also return your item to one of our collection points. Simply use the returns label we will send you. 

Contact Customer Care

Express delivery with GLS 

If you are not at home on the day of delivery, GLS will notify you that they have attempted to deliver your parcel and let you know where you can collect it. 

We are unable to change the address or delivery date for express delivery items, as they are dispatched as quickly as possible. 

If you change your mind about your purchase, you can return the item within 100 days, provided it is unused and in the same condition as when you received it. Simply complete the returns form and use the prepaid returns label. You can also return the item to one of our stores. 

We are unable to change or cancel an express order. You can either accept the parcel and return it or refuse delivery, in which case it will automatically be returned to us. Refused or uncollected parcels can take up to three weeks to reach our warehouse before we can process your refund. 

Delivery takes 1-4 working days. You will receive a link and a Track & Trace number so you can track your parcel. If you have not received your parcel within three weeks, please contact us so that we can raise a claim with the delivery company. Please note that delivery may take longer during public holidays. 

 

Click & Collect 

We offer Click & Collect on a wide range of items. This means you can order and pay for your designs from home and collect them from your nearest BOLIA store. 

You can check whether an item is available for Click & Collect on the individual product page on Bolia.com. 

Most Click & Collect items are in stock and can be collected either the same day or the following day. We will send you a text message when your item is ready for collection, so you can avoid an unnecessary trip to the store. 

When collecting your Click & Collect item, please bring your order confirmation and valid ID. If someone else is collecting the item on your behalf, they will need to bring a letter of authorisation, their own ID and the order confirmation. 

We offer a 12-year warranty on all our designs as a member of MyBOLIA, except our Lifestyle products. You also have a 100-day right of return on all accessories, provided the item is unused and in the same condition as when you received it. Simply bring the item and your order confirmation to the store. 

If you wish to cancel your Click & Collect order, please contact the store directly, as they handle the order. If your Click & Collect item is damaged, please bring it to the store, where we will find a solution that works for you. 

You do not need to collect your order on the date stated in your order confirmation, but we would appreciate it if you could collect it within approximately one week. 

Find your nearest store 

 

When will I receive my refund?

 

Here is an overview of when you can expect to receive your refund: 

• For cancellations: It can take up to 5 working days for the funds to appear in your bank account.  

• For returns: It can take up to 14 working days for your return to be registered. Once the refund has been processed, it can take a further 5 working days for the funds to appear in your bank account. 
   

Refunds are always made using the same payment method as the original payment. 

If you returned your order more than 14 working days ago and still have not received your refund, please contact our Customer Care team. They will be happy to assist you. 

 

Where can I read more about your returns policy?

 

You can return your item free of charge within 100 days. The item must be unused and in the same condition as when you received it. 

You are welcome to open the packaging to inspect the item before deciding whether to return it. However, the item must be completely unused for the return to be accepted. 

It is important that the item is securely packaged when you return it. You are responsible for the item until we have received it. 

Read more about our returns policy

 

CLAIMS

How do I make a claim about an item or delivery?

 

We are sorry to hear that you are experiencing an issue with your design. To help us process your request, please complete the form by clicking the button below. 

If you purchased a design with express delivery, please use the returns form included with your order to submit your claim. 

For items purchased and collected from one of our stores, please contact the relevant store directly. You can find the contact details for your nearest store here. 

We work with a craftsman in most areas who can help repair items whenever possible. We can arrange this for you if your claim is covered by the warranty. 

Submit a claim

Find your nearest store