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FAQ

Shopping

1. Will an item that is sold out come back in stock?
Once an item has sold out, it will not be restocked. Please note that many items are available for only a short period of time.
2. Are items authentic?
All items on Olivela are received directly from the designer or manufacturer and are guaranteed authentic.

Orders

1. How can I check the status of my order?
As soon as your package is on its way, you will receive a shipping confirmation email with tracking information. You can also contact our customer care team at help@olivela.com or (855) 454-2957.
2. Do you charge sales tax?
In accordance with tax law, sales tax is collected on orders shipping to California, Ohio and New York.
3. What payment methods do you accept?
We accept Visa, MasterCard, Discover, and American Express.
4. Can I change or cancel my order once it has been placed?
If you need to change or cancel your order, please contact our customer care team at help@olivela.com or (855) 454-2957 as soon as possible and we will do our best to accommodate your request. Please note that some types of changes may not be possible, and that once an order has been prepared for shipment, it can no longer be modified or cancelled.

Shipping

1. When will my order arrive?
Shipping times may vary per item. Some items are available for same-day shipping on orders placed before 3:00pm EST. You can review each items estimated delivery date at checkout. You will receive a shipping confirmation email complete with tracking information as soon as your package ships.
2. How much does shipping cost?
We offer free standard shipping on all orders as well as upgrades to Two-Day for $15.00 and Overnight for $20.00.
3. Are expedited shipping options available?
We offer free standard shipping on all orders as well as upgrades to Two-Day and Overnight options. Some items are available for same-day shipping on orders placed before 3:00pm EST. You can review each items estimated delivery date at checkout.
4. Can you ship one of my items to a different address?
Each order can be shipped to only a single address.
5. Do you offer gift receipts or gift wrapping?
We do not currently offer gift receipts or gift wrapping.
6. Do you ship internationally?
We currently ship orders only within the contiguous United States. We cannot ship orders to Alaska, Hawaii, Guam, Puerto Rico, the U.S. Virgin Islands, American Samoa, or countries outside of the U.S.
7. How can I check my order status?
To view your order status as well as your order history, log into your Olivela account and visit here.
8. How can I track my shipment?
As soon as your package ships, we'll send you a shipping confirmation email complete with tracking information. You can also track your package by logging into your Olivela account and visiting your order history.
9. Will all my items be shipped together?
To ensure that your order gets on its way to you as quickly as possible, some orders may be sent in multiple shipments. In those cases, you will receive a separate shipping confirmation email with tracking as each shipment is sent.

Returns & Exchanges

1. What is your return policy?
We offer free returns on items not marked final sale. Returns must be initiated within 30 days of the item's ship date. Once we have received and processed your return, refunds will be issued via the original method of payment. Purchases made using a gift card or store credit will be refunded as credit to your Olivela account. Please allow up to 14 days for processing.

To initiate a return, please log into your Olivela account, open your order history, and click "Return an Item."

To qualify for a refund, all returned items must be in unused, unworn, unwashed, and undamaged condition, and in the original packaging with all original designer, Olivela, and seal tags attached. Packaging may include hangers, plastic wrap, boxes, dust covers, and garment bags. Cosmetics must be unopened to qualify for a refund. We reserve the right to decline any returns that do not meet this criteria.

Please contact our customer care team at help@olivela.com or (855) 454-2957 if you have any questions.
2. Can I make an exchange?
At this time we're unable to provide exchanges. Please contact our customer care team at help@olivela.com or (855) 454-2957 if you have any questions.
3. How long does it take to process a return?
Please allow up to 14 days for processing after we receive your return.

Gift Cards

1. How do I purchase a gift card?
You can purchase a gift card here. Gift cards can be purchased in $100, $250, $500, $1000, and $2000 denominations. Promotions and store credit cannot be applied to the purchase of an Olivela gift card.
2. Can I send an eGift card?
Yes, you can purchase a gift card here. You can select the day you would like your recipient to receive your gift and we will email it first thing on your selected date.
3. How do I redeem my gift card?
To redeem your gift card, apply it to your Olivela account at checkout. Once your gift card has been added to your account, you can then apply it to your purchase. Any remaining balance on your gift card will be safely stored in your Olivela account for future use.
4. Where can I check the balance of my gift card?
You can visit your account settings to check the current balance of your gift card and your Olivela account credit balance.
5. Do gift cards expire?
Gift cards do not expire, nor do they accrue any service fees.
6. Can I cancel or return a gift card?
Gift cards cannot be canceled or refunded, or exchanged for cash.
7. Can I return an item purchased with a gift card?
Qualifying purchases made with gift cards can be returned and will be refunded as credit to your Olivela account. Please see our return policy for more information.

Accounts

1. Do I need to create an account to make a purchase?
Yes, an Olivela account is required to place an order.
2. How can I reset my password?
To reset your password, please click "Sign In / Register" in the upper left of any page on our site, and then click the "Forgot Password?" link.

Contact Us

Still have a question? Contact our Customer Care team at help@olivela.com or (855) 454-2957.

Your Olivela Effect

We want you to be able to see the impact you're having when you purchase from Olivela. That's why we've created Your Olivela Effect, a new dashboard that enables you to see the charitable contributions resulting from your activity over time. And that's why we've connected each and every item we sell to the precise benefit it can deliver through the work of our charitable partners. We think it's more powerful to see your impact in actions than in dollars.

We've worked with our charitable partners so that every dollar we donate to them will have a meaningful impact:
Email Sign Up:
For each valid email sign up during the first month of launch, Olivela will donate the value of one day of school ($2.78) to Malala Fund, this applies to the first 5,000 email sign ups. Olivela reserves the right to request email verification and remove invalid email addresses. By signing with Olivela.com, you are opting-in to receive Olivela newsletters, product promotions and other special offer emails. If you do not wish receive these emails, you may opt-out at any time by visiting our Privacy Policy section.
Malala Fund:
$2.78 can send a girl to school for one day. A donation of $2.78 can also be used to help provide a book bag for one girl in Pakistan, math or English textbooks for one girl in Nigeria, school supplies for Syrian refugees or help Malala Fund advocate for a world where every girl can complete 12 years of safe, quality education.
GOOD+ Foundation:
$2.85 is enough to provide a day's supply of diapers for a low-income family. A donation of $2.85 can also be used to contribute to children's essentials such as a crib, stroller or diapers. Just $20 can provide one family with a weeks worth of diapers. Every donation helps support GOOD+ Foundation's mission to help parents move their family toward a brighter future.
VH1 Save The Music Foundation:
$1.39 is enough to support one day of music via access to a piano grant from VH1 Save The Music Foundation. A donation of $1.39 can also be used to help build sustainable instrumental and music programs in schools. Every donation helps VH1 Save The Music Foundation's goal to make music and instruments an accessible part of every child's education.
Too Young to Wed:
$4 is enough to provide a hygiene kit (locally made toothbrush, toothpaste, soap and lotion) to a child marriage survivor. A donation of $4 can also help fund basic necessities like underwear or trauma training workbooks, or help girls attend rehabilitative workshops. Girls often leave their marriages with just the clothes on their backs, every donation helps Too Young To Wed support girls and protect their rights by delivering its message - that every girl can decide for herself if, when, and whom to marry - around the globe.
We make contributions from our sales proceeds to our charitable partners every 180 days. For more information on our charitable partners you can visit their websites here:


Malala Fund:
https://www.malala.org/

GOOD+ Foundation:
http://goodplusfoundation.org/

VH1 Save The Music Foundation:
http://www.vh1savethemusic.org/

Too Young To Wed:
http://tooyoungtowed.org/
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