Placing an order with us
You can place an order as a guest or by signing into your account
Where do I sign in?
Click on sign in, in the top right corner of the home page or on mobile go to the menu icon in the top right and scroll down to the bottom of the pop-up menu to choose “Sign In / Register”.
If you have forgotten your password click the “Reset My Password” box under the “Sign In” button. We’ll send you an email with a link to create a new password. Once you’ve created your new password you’ll be signed in to your account page.
When you’ve filled your basket, checkout and your order will be linked to your account.
If you are a new customer
If you’re signing up for the first time then enter your email address and choose a password. When you’ve filled your basket, checkout and your order will be linked to your new account.
Place an order as a guest
You can check out as a guest without registering an account or signing in to your existing account. Once you’ve added your items to your shopping bag, select Your Bag and then Checkout, following the on-screen instructions Checking out as a guest, you won’t be able to track your order online and it won’t be linked to any account you have registered with us.
Paying with a gift card or e-voucher
To redeem your voucher, enter your code during checkout using the link underneath your basket of items on the right of the page. Once you have entered your online voucher code, any outstanding balance to pay by credit card, debit card or PayPal will be displayed.
If your discount code or voucher isn't working, please try clearing your cookies and cache, If this doesn't work contact us at firstname.lastname@example.org
What payment types are available?
You can pay by credit or debit card (we accept Maestro, Delta, Visa, Mastercard, Solo, and American Express) or through PayPal or Applepay.
In order to protect your purchase, we have added 3-D secure to our checkout. You may be prompted at payment to enter the secure password agreed between you and your bank. If you have forgotten your password, you can reset it using the links on the page.
Occasionally, you may receive a promotional code to use on your next purchase with us.
When you are ready to checkout, click on the Basket Icon and click "Checkout" Enter your promotional code into the box and click the "Apply" button
Once applied, the discount will be displayed straight away
If the promotional code is invalid, you will see an error message stating 'Invalid coupon code'.
Why is my promotional code invalid?
You may have entered the code incorrectly or you may not have met the terms and conditions or minimum spend requirements
For more information or help, contact us at email@example.com
What happens after I've ordered?
You'll get an order confirmation pop-up page with your order number and we'll follow this up with an order confirmation email with the order number and all the details of your order. Sometimes these can go to your junk/spam/promotions folder so it's worth checking there if you can't see it.
We'll let you know by email when you're order has been sent out with our courier and every parcel is tracked with our couriers.
If you have an account with us and were logged in when you made your order you can see what's happening with your order at any time by signing in and selecting My Account and then My Orders.
How does pre-ordering an item work?
If you've ordered an item on pre-order we'll let you know on the product page and give you an estimated time for delivery. We'll send this information again in your order confirmation email. If you've got other items in your order that aren't pre-order we'll send these straight away and you'll get the email confirmation of this and then another confirmation when we send out the pre-order products.
Can I cancel my order?
We completely get it, we change our minds too! Depending on the stage your order is at it may not be possible to change your order. Please contact us urgently if you wish to change or cancel your order.
If we’re unable to cancel the order for you, as it has already been sent please return the unwanted item(s) following our returns procedure. You can find more information in our returns section.
Delivery & Tracking
What is the delivery policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Delivery is non-refundable in the case of returns.
Do you deliver worldwide?
Yes, we deliver all over the world. Delivery costs will apply, and will be added at checkout. Import charges might be due.
When will I receive my order?
Our delivery times vary, for some larger furniture and oversized items, delivery times can be a little longer. Please check the delivery information on the product page, which will state the delivery time from the point of ordering.
Please note Our estimated delivery times above do not account for any potential delays due to customs, this can add 2-3 days if a package is stopped for customs checks.
How to track my order?
If you have set up an account with Small & Charming you can sign in and find your order under "My Orders".
You can find out when your order is out for delivery, or if delivery has been attempted but failed
If you’re having trouble tracking your order, please contact us at firstname.lastname@example.org and we’ll be happy to help.
The only exception is furniture, as this can not be tracked through your Oliver Bonas account.
Most furniture will arrive within 1-6 weeks and is delivered using our furniture courier serviceDelivery hours are between 8am and 6pm, Monday to Saturday, excluding Bank HolidaysPlease note that furniture and oversized items are unavailable for delivery outside of the UK The delivery company handling your furniture order will call to schedule your date and time. Our furniture delivery fees include the following: 2 man, white glove service, indoor/upstairs placement, and unpacking. During national lockdowns, furniture will only be delivered to the front doorstep of the building (not to an apartment or flat doorstep if applicable) and our delivery fee will reflect this.
Anything else you’d like to know? Contact us on AskUs@oliverbonas.com and we’ll be happy to help.
Refunds & Returns
How do I return an item?
We want you to be delighted with your purchase from Small and Charming. If you are not satisfied with your item for whatever reason, we will happily process returns within 30 days of purchase, provided the item is returned in its original & unused condition with all tags still attached.
Once the item is returned and processed – a full refund will be issued for the value of the product. Please note that delivery charges are non-refundable. To return please email email@example.com in the first instance. Please note we do not cover the costs of returns postage.
There's a problem with one of my items, what should I do?
We try really hard to make sure that your items arrive in perfect condition; but sometimes things may be damaged in transit, or you may notice a fault. Please email us so we can get this sorted for you.
I've received an incorrect item in my order, what do I do?
We’re sorry if you have received an incorrect item from the one that you ordered. Please contact us so we can get the right item sent out to you.
How long will my refund take?
Once we have your item(s) back with us, you'll get an email confirmation that it's gone through and depending on your bank/PayPal/Apple Pay account it should be back with you in 3-5 working days.
Please note that it may take up to 10 days for the item(s) returned to be received by our warehouse.