Contact Olaris Pavilion

One inbox, one phone line, answered by the people who pack the orders. Email is answered within one business day.

Olaris Pavilion is an online-only retailer and does not operate a customer-facing showroom. The address below is the business and order fulfilment address, not a shop counter.

What to send us

• About an existing order: your Order ID and the order email you used. With those two we can find anything.
• Damaged, wrong or incomplete parcel: Order ID plus photographs of the parcel and its contents, within 48 hours of delivery. An unboxing video helps and is strongly recommended.
• Return request: Order ID and which piece you want to return, within 10 days of delivery.
• Cancellation: Order ID, as early as you can – free of charge at any point before dispatch.
• Before you buy: tell us what you need it for and we can help you compare it with the specifications listed on the product page.
• Privacy request or complaint: [email protected] with your Order ID – see the Privacy policy.

Before you buy a planter

The two questions we are asked most are whether a pot has a drainage hole and whether it will take the weight of a filled raised bed on a balcony. Tell us the plant and the position and we can point you to what the listing confirms about size and drainage – though we cannot advise on the load your balcony will carry.

What we can and cannot do

Useful setting expectations. Things we can do: trace a parcel, set up a return, fix an address before dispatch, and tell you exactly what is confirmed about a piece. Things we cannot: guarantee a delivery date, or confirm a specification the product page does not carry.

Tracking an order yourself

Use the Track your order page with your Order ID and order email. The courier tracking number is separate and arrives by email once the parcel leaves Indore.

If you have not had a reply

Check the spam folder of the address you wrote from – a reply with an order reference in it is sometimes filtered. If more than one business day has passed, write again and quote your Order ID.

Response times

Email is answered within one business day. A message sent on a Sunday or a public holiday is answered on the next business day. There is no overnight queue.