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FAQ

Shoppings


WILL AN ITEM THAT IS SOLD OUT COME BACK IN STOCK?
Once an item has sold out, it may not be restocked. Please note that many items are available for only a short period of time.


ARE ITEMS AUTHENTIC?
All items on Olivela are received directly from the designer or manufacturer and are guaranteed authentic.


Orders


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) 454-2978 between the hours of 9 am and 6 pm Eastern Time, Monday through Friday.


DO YOU CHARGE SALES TAX?
In accordance with tax law, sales tax is collected on orders shipping to California, Massachusetts, New York, and Ohio.


WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, Discover and American Express as well as PayPal.


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) 454-2978 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


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.


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.


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.


CAN YOU SHIP ONE OF MY ITEMS TO A DIFFERENT ADDRESS?
Each order can be shipped to only a single address.


DO YOU OFFER GIFT RECEIPTS OR GIFT WRAPPING?
We do not currently offer gift receipts or gift wrapping.


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. We are unable to ship to freight forwarding companies.


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.


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.


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


WHAT IS YOUR RETURN POLICY?
We offer free returns on items not marked final sale. Returns must be received 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) 454-2978 if you have any questions.


HOW CAN I RETURN AN ONLINE PURCHASE?
To initiate a return, please log into your Olivela account, open your order history, and click "Return an Item."

If the item was purchased as a guest, you will first need to create an Olivela account using the email address used to purchase the item in order to proceed.


HOW CAN I RETURN AN IN-STORE PURCHASE?
Items purchased in store may be returned to our retail store. Returns with an original or email receipt will be accepted up to 30 days from the date of purchase. 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, swimwear liners and seal tags attached. Packaging may include hangers, plastic wrap, boxes, dust covers, and garment bags.

Items purchased in store may also be returned by mail. To initiate an online return, please log into your Olivela account, open your order history, and click "Return an Item."

Please contact our customer care team at help@olivela.com or (855) 454-2978 between the hours of 9 am and 6 pm Eastern Time, Monday through Friday if you have any questions.


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) 454-2978 between the hours of 9 am and 6 pm Eastern Time, Monday through Friday if you have any questions.


HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Please allow up to 14 days for processing after we receive your return.


Gift Cards


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.


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.


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.


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.


DO GIFT CARDS EXPIRE?
Gift cards do not expire, nor do they accrue any service fees.


CAN I CANCEL OR RETURN A GIFT CARD?
Gift cards cannot be canceled, refunded, or exchanged for cash.


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.


How Do Referrals Work

TERMS & CONDITIONS
Referrer: Receive 15% off towards a future purchase on Olivela.com (the "Discount") of $100 or more, exclusive of taxes, shipping and delivery, when a friend or family member's first purchase on Olivela.com ships, provided that (i) such friend was not already a member of Olivela.com (ii) such purchase was made as the result of an invitation or sharing products from you and (iii) you shared your product or your invitation was sent through a Olivela authorized channel (Olivela's website, Facebook or other social media channel supported by Olivela).

By participating in Olivela's referral program and claiming the Discount, you represent and warrant that any person that receives a commercial email message as a result of your referral is actually your friend or family member. The Discount will be valid for 60 days from issuance. The Discount must be used in a single transaction and may be subject to product restrictions or exclusions. The Discount cannot be combined with other offers, is non-transferable, and may only be used by intended and eligible recipients. The Discount will not be granted and may not be redeemed for a future purchase if your friends purchase is cancelled or item(s) are returned. The Discount is valid on Olivela.com. This offer may be suspended or terminated at any time. Any Discounts earned as a result of fraudulent activities are null and void.

Referee: Receive 15% discount towards your first purchase of $100 or more on Olivela.com (the "Discount"), exclusive of taxes, shipping and delivery, when you accept a friend or family member's invitation to Olivela.com. The Discount cannot be combined with other offers, is non-transferable, and may only be used by intended and eligible recipient. Discount will be valid for 60 days from your registration at Olivela.com. Discount will not be granted and may not be redeemed for a future purchase if the initial transaction is cancelled or item(s) are returned. This offer may be suspended or terminated at any time. Any Discounts earned as a result of fraudulent activities are null and void.


Bienen-Davis Handbag Sweepstakes

TERMS & CONDITIONS
NO PURCHASE NECESSARY TO ENTER OR WIN. A PURCHASE OR PAYMENT OF ANY KIND WILL NOT INCREASE YOUR CHANCES OF WINNING. Olivela will also be donating a week of school in the winner’s name to CARE.

HOW TO ENTER: Bienen Davis Sweepstakes: Beginning June 30, 2019 at 12:01 AM (ET) through July 14, 2019 at 11:59 PM (ET) (the "Entry Period"), Two (2) ways to enter, 1) by visiting an Olivela pop up and entering on the iPad or 2) by texting OlivelaSweeps to 243-21. Must have a valid email and phone number to enter.

WINNER SELECTION: The Winner will be selected on or about July 25, 2019 in a random drawing from among all eligible entries received. In the event the Sponsor does not receive any eligible entries, the Sponsor has the right to cancel the Sweepstakes. Drawing will be conducted by Olivela, whose decisions are final. Odds of winning will depend upon the total number of eligible entries received.

PRIZES & APPROXIMATE RETAIL VALUE: One (1) winner will receive a Bienen-Davis Kit Bracelet Bag in Silver Diamond Metallic Pleated Lurex with Gunmetal Hardware (worth $1,995.00) and 1 week of school ($28) will be donated in their name to CARE.

WINNER NOTIFICATION: Winner will be notified within one (1) month of the last day of the Sweepstakes, via e-mail, and/or phone number. In the event the Winner doesn't respond to Sponsor's notification or does not accept the prize within five (5) business days of notification, the prize will be deemed forfeited and an alternate Winner will be selected.


Accounts


DO I NEED TO CREATE AN ACCOUNT TO MAKE A PURCHASE?
No, an Olivela account is not required to place an order. However, if a return is required for an item purchased under a guest account, you will need create an account under the email address used to make the original purchase.


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.


Price Match

DO YOU PRICE MATCH?
Yes, we price match! If you find an item that we offer listed on a designated U.S. competitor’s website that is available and in-stock for purchase, we will match their listed retail price for the identical item of the same designer, size, and color for up to 14 days after the date of your original purchase! Please note that we are unable to price match from outlet, bankruptcy, auction, liquidation, or flash sale sites. Any promotional discounts, rebates or coupons offered by other retailers are also excluded.

Please contact our Customer Care team at help@olivela.com or at (855) 454-2978 between the hours of 9 am and 6 pm Eastern Time, Monday through Friday for more information or for any questions.


Contact Us

STILL HAVE A QUESTION?
For any questions regarding an order, return or shipping please contact our customer care team at help@olivela.com or (855) 454-2978 between the hours of 9 am and 6 pm Eastern Time, Monday through Friday.

For inquiries regarding a beauty or jewelry item, our advisors will be available to assist you via chat available from the item’s product page. They will have a response to you within 1 hour. Please refrain from submitting any personal or payment information as it may not be secure.

To contact our Nantucket retail store, please call (508) 825-5789 , or stop by at 25 Centre St. Nantucket, MA 02554!


Club Program

6 months of stylist consultation that will meet your schedule along with twice a month check-ins from the stylist's team.


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 ($4) to CARE, this applies to the first 1,000 email sign ups. Olivela reserves the right to request email verification and remove invalid email addresses. By signing up with Olivela.com, you are opting-in to receive Olivela newsletters, product promotions and other special offer emails. If you do not wish to receive these emails, you may opt-out at any time by visiting our Privacy Policy section.

For each valid post with tag @olivela using #TheOlivelaEffect hashtag during March 2019, Olivela will donate the value of one day of school ($4) to CARE, this applies to the first 1,000 tag of @olivela using #TheOlivelaEffect hashtag. Olivela reserves the right to request social verification and remove invalid posts.


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 week's 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.


BABY2BABY: $2.85 is enough to provide a day’s supply of diapers for a low-income family. 1 in 3 families in this country struggle to provide diapers to their children. Through Baby2Baby, a donation of $2.85 will provide diapers as well as clothing and other basic necessities that every child deserves.

From Wednesday, November 22nd 2017 - Sunday, November 26th 2017, for every order that includes jewelry we will provide an added impact of one baby stroller ($40 Value) to help families and children in need. Tuesday, November 28th, 2017 For every order of $1000 or more we will provide an added impact of one car seat ($60 Value) to help families and children in need.


CARE: $4 can provide a day of education and support for a Syrian refugee. A donation of $4 can also be used to provide resources and support for refugee families and to help CARE work around the globe to save lives, defeat poverty and achieve social justice.


NANTUCKET COTTAGE HOSPITAL: $4 can provide two hours of life-saving dialysis at Nantucket Cottage Hospital. A donation of $4 can also be used to support the larger goals of NCH. Every donation supports NCH's mission to be the island’s primary source of a full range of health and wellness services.


ASPEN EDUCATION FOUNDATION: $3 can provide 1 week of literacy support for a child in the Aspen public school system. A donation of $3 can also be used to support the larger goals of AEF. Every donation supports AEF's mission to provide vital programs that the state of Colorado does not fund.


THE WOMEN'S ALZHEIMER'S MOVEMENT (WAM): We work with leaders in neuroscience, nutrition, fitness, caregiving and public policy to make brain health a priority in hopes of delaying -- perhaps even preventing -- Alzheimers for future generations. Our fundraising campaigns include Purple Gatherings and Move for Minds, an intiative WAM does in partnership with Equinox Sports Clubs. We've already raised $1.5 million for leading institutions around the country to help answer the question why 2 out of 3 brains that develop Alzheimer's belong to women.


ASPEN CENTER FOR ENVIRONMENTAL STUDIES (ACES): $4 can provide 4 hours of environmental science programming for a child in the Roaring Fork Valley and beyond. A donation of $4 can also be used to support the larger goals of ACES. Every donation supports ACES's mission to provide programs in environmental science and ecological literacy for everyone from school children, to leaders and decision makers, working to build a community of knowledgeable, motivated and capable environmental stewards.


BUDDY PROGRAM: $3 can provide 1 hour of a recreational activity for a Buddy Pair. A donation of $3 can also be used to support the larger goals of the Buddy Program. Every donation supports the Buddy Program's mission to empower youth through mentoring experiences to achieve their full potential.


GLOBAL WILDLIFE CONSERVATION: $4 can provide 1 hour of on the ground conservation efforts for previously overlooked and Critically Endangered species. A donation of $4 can also be used to support the larger goals of Global Wildlife Conservation. Every donation supports the Global Wildlife Conservation mission to protect endangered species and habitats through science-based field action.


BATTERY POWERED: $1 can provide a 2 hour "charge" to The SF Battery's efforts to activate generosity toward society's most pressing issues, including supporting vulnerable youth and ensuring safer and healthier communities.


FAIRWINDS: Your purchase will help provide access to Fairwind's free urgent behavioral health care clinic for an islander in crisis. A donation of any amount will also be used to support the larger goals of Fairwinds. Every donation supports our mission to provide comprehensive licensed therapeutic support that fosters mental health through prevention, wellness education, and addiction recovery services.


PROJECT GLIMMER : $3 can provide one girl with a meaningful gift that recognizes and supports her accomplishments and milestones. Every donation supports Project Glimmer's mission to inspire at-risk teenage girls and women to believe in themselves by letting them know their community cares.


Nantucket Community Sailing: $4 can provide 1 hour of sailing scholarship to an underserved child. A donation of $4 can also support our free community outreach programming. Every donation supports the Nantucket Community Sailing mission to engage people of all ages in the joy of sailing, offering access to all of Nantucket's underserved youth.


Creative Action: $3 can help Creative Action deliver one hour of arts enrichment programming for a child in Central Texas. A donation of any amount will also be used to support the larger goals of Creative Action. Every donation supports its mission ensure more youth in our community have access to creative learning experiences that spark and support their academic, social, and emotional development.


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/


Baby2Baby:
http://baby2baby.org/


Care:
http://www.care.org/


Nantucket Cottage Hospital:
http://www.nantuckethospital.org/


Aspen Education Foundation:
http://www.aspenaef.org/


The Women's Alzheimer's Movement (WAM):
http://thewomensalzheimersmovement.org/


Aspen Center for Environmental Studies (ACES):
https://www.aspennature.org/


Buddy Program:
https://www.buddyprogram.org/


Gloabl Wildlife Conservation:
https://www.globalwildlife.org/


Fairwinds
http://www.fairwindscenter.org/


Project Glimmer
https://www.projectglimmer.org/


Nantucket Community Sailing
http://www.nantucketcommunitysailing.org


Creative Action
https://creativeaction.org/