Faq

• Contact

How can I get in contact with you? Email customer service: support@oliviamae.uk Send us a message and we will respond as soon as possible. Please note that we do not offer customer service via Instagram and Facebook. Please send us an email. Multiple emails may cause processing delays. Thank you! Office hours: Our customer service is available Monday to Friday from 09:00 to 17:00.

• Payments 

Which payment methods do you offer? The following payment methods are available to you while shopping: 

PAYPAL - If you would like to pay for your order via PayPal, you will be redirected directly and asked to log in to your account or register again. Once this is done, all you have to do is choose the desired payment method (PayPal credit, direct debit or credit card) and confirm the payment.

We will then receive a confirmation from PayPal and will immediately ship your goods.

CREDIT CARD - We accept payments via VISA, MasterCard & American Express, Apple Pay, Google Pay, Shop Pay. Our payment provider Stripe makes the payment process convenient and secure directly in our check-out process. Your credit card account will be charged upon completion of the order.

• Shipping

How long will it take to receive my order? All orders should normally arrive in 8-12 business days. See our shipping page for more details!

When will my order ship? Most orders ship within 3 business days of purchase. Shipping times may vary due to the availability of merchandise. Please note that orders are not shipped on the weekends or holidays. See our shipping page for more information!

Where is my order information? As soon as your order ships, you will receive an email confirmation to the email address you provided upon checkout. If for some reason you did not receive an email from us, please check your spam folder and add support@oliviamae.uk to your safe sender list. You can also check your order status by going to the track your order page.

Can I have my parcel redirected to a different address? For security reasons, we are not able to change the address your order is being sent to at this time.

What can Olivia Mae do if the package is lost? Packages are rarely lost; however, if a parcel does not arrive, please contact the carrier to resolve the issue. Olivia Mae is not responsible for the cost of any return shipping. Customers are urged to hold onto proof of postage as we are not responsible for lost and/or mis delivered packages.

I’ve made a return, will you refund my delivery charge? Unfortunately, we cannot refund duties, taxes, or shipping charges incurred through shipping. Please see our shipping page for more information.

• Order information 

I’m unsure about the size and have a fitting question - Where can I find this information? We want to make sure that each of our customers receives the perfect item in their perfect fit. If you have questions about sizing, please see our size guide for general information. If you still have specific questions about a fit of an item or measurement guidelines, please email our customer service. 

Why was my order canceled? We’re sorry to hear that your order was canceled! Please email Customer Service to resolve any issues with your order, and we’ll try to resolve the problem as quickly as possible.

I changed my mind and want to cancel my order. How do I do that? We're sorry to hear that you’ve changed your mind. You may cancel an order at any time before the order ships. Once the order ships, however, we cannot make any changes. We recommend you cancel your order by contacting Customer Service. However, while we will do our best to help you cancel your order, we cannot guarantee customer service will receive your request before the order ships.

I have ordered the wrong item/size by mistake. Can I edit my order? Unfortunately, we are not able to change the items in an order once the order has been shipped. Contact our customer service as soon as possible to see if it is still possible to make adjustments.

• Order tracking

I’m so excited to receive my new items! How do I check the order status? A tracking number will be provided to you via email once your package has shipped from our warehouse. You can go to the tracking page via email or via the site at page ‘track your order’. Enter your tracking number, order number, email or phone number to check the status of your package.

When I track my order there are no available details? You will receive a shipping email as soon as we dispatch your parcel. If you haven’t received an email from us, please be sure to check your junk mailbox. If you don’t see any tracking details 72-hours after placing an order, please contact our Customer Service.

• Returns 

I’m not happy with my Olivia Mae purchase and want to make a return - How do I do that? We’re sorry to hear that you want to return your items. For more information on our return and exchange policies, please see our Refund policy page.