FAQs

We have provided a list of answers to commonly asked queries about our products and the order process:

Do I have to create an account?

You can choose to check out as a guest without needing to create a The Pit & Olive Co account. However, an account will save your order history and multiple address details for a faster checkout process in the future.

If you are ordering with us over the phone, your e-mail address will be saved but no account will be created. If you subsequently wish to register for an account on the website, your e-mail address will be recognised and you will receive an Account Activation e-mail.


What is my username?

Your username is the e-mail address you use when you order with The Pit and Olive Co.

 
What happens if I forget my password?

On the login page click on the ‘Forgot Your Password?’ link underneath the username and password fields. You will receive an e-mail with a link to reset your password.

If you do not receive the e-mail or have any other concerns, please e-mail or call our customer services – our friendly staff are happy to help! You can find all of our contact details on our contact us page.


How do I place an order with you?

Ordering through the website is the quickest way – just add products to your basket as you move around the website, then click the little shopping basket icon at the top of the page when you’re ready to check out.

 
What payment methods does Pit & Olive Co accept?


Visa (including Visa Debit and Visa Electron)

MasterCard

Delta

Maestro

American Express

 

If you are ordering with us over the phone, you can pay using:

Visa (including Visa Debit and Visa Electron)

MasterCard

Delta

Maestro

American Express

 
Does Pit & Olive Co accept payment in other currencies?

We currently only accept payment in Pounds Sterlinfaqg (GBP), though you are welcome to pay with a non-UK credit or debit card. The amount will be charged in your local currency, adjusted for your card issuer’s exchange rate and fee if applicable.


How do I know if my order was successful?

As soon as you have completed your order you will receive an order confirmation by e-mail. If for any reason you are not sure if your order was successful, please contact us. You can find all of our contact details on our contact us page.


I made a mistake with my order – how can I change it?

If your parcel is still in our warehouse, we can make amendments to the delivery address, add or remove items, or cancel your order completely.

If your order has already been despatched, we may still be able to amend delivery address details, although it may delay your parcel – please contact us for advice.

To find all of our contact details, please go to our contact us page.


How much is delivery and how long will it take?

Please see our delivery page.


Can I use different addresses for shipping and billing?

Ofcourse! When you get to the checkout page, you'll first be asked to enter your shipping details. This can be your home address, a business address if you prefer to receive your parcels at work, or it could be the address of someone you wish to send a gift to.

When you proceed to the payment information stage, you will see a section called 'Use a different billing address' underneath the payment methods. Tick that box and a new field will appear for your billing address.


When will I know my order has been shipped?

As soon as your order has been shipped, we will send you an e-mail to let you know. The e-mail will show a final summary of the items in your order, the delivery address and shipping method.


Can I change my delivery address once the order has been shipped?

For orders placed with Standard delivery we cannot guarantee that an address change can be made after shipment, so please make sure you provide a correct delivery address at the checkout.

If you realise very soon after placing the order that there is a mistake with the delivery address, please let us know by phone or e-mail as soon as you can so we can update the details for you. You can find all of our contact details on our contact us page.


I've decided I don't want to keep my items - can I return them to you?

At Pit & Olive Co we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. If you change your mind you are welcome to return your purchase in its original condition within 30 days for a refund. If you are returning part of a larger order, we regret that we cannot refund delivery costs. Please see below for more details.

Please contact us via e-mail, live chat or telephone if you wish to return any goods, and we can advise you on what to do. You can find all of our contact details on our contact us page.


What if my item is damaged or faulty?

Its OK! In the unlikely event that you receive damaged or faulty goods, we will replace them free of charge.

If you have received a damaged item, let us know what happened and send a photo if you can – it will help us to stop it happening again. Please let us know as soon as you discover the damaged item - within 30 days of receiving the order - so we can send a replacement right away.

If you have received a faulty item, we will arrange for a pre-paid returns label to be sent to you. We will inspect the item when it arrives, and will issue a replacement or a full refund as you prefer.


Why does the refunded amount not include delivery?

We regret that we can only refund delivery costs in instances where:

You are returning a whole order

Products have arrived faulty (see above)

We have sent an incorrect product

The courier has made a mistake


I’ve seen a product that you sell cheaper somewhere else – does Pit & Olive Co price match?

If the product you’ve seen elsewhere is exactly the same as something on our website (the same model, size and colour/accessories), is from a reputable UK-based retailer, and is in stock available for immediate purchase and despatch, we can price match. Reputable retailers include well-known high street stores in the UK, their online equivalents, department stores and even Amazon.

Please be aware, we can only price match with Amazon if the product is being sold directly by Amazon UK. We cannot price match with eBay, Amazon Marketplace sellers, or retailers based outside of the UK.

In order for us to price match, please e-mail our customer services team with a link to the product you have found. Please confirm the size and colour (if applicable), and price you would like us to match. Our team will take it from there and get back to you with the result.

You can find our customer service e-mail and all other contact details on our contact us page.


Have a question that isn’t here?

If your question hasn’t already been answered here or you need any further assistance, please get in touch using one of the methods on our contact us page.