Hi babe! Need help?

What a pity, you just missed it! We do our very best to restock sold-out products and sizes as quickly as possible. Unfortunately, this is not always possible. When a product comes back in stock, we will always let you know through our newsletter and social media channels. It is also possible to sign up for the notify. You can find this at the product, when the product is back in stock you will receive an email! 

You can always look into the product description. Here you can find the fit, dimensions and additional information. When something has a different fit we will mention this always. Here you can find the fit, dimensions and additional information. Do you need specific information? Send us an email to webshop@olivia-kate.nl.

Of course it is possible to order an Olivia & Kate gift card! We sell gift cards of different amounts worth: €10,- / €15,- / €25,- / €50,- / €100,-. The gift card does not have to be issued at once, but can be divided over several orders! It is also possible to pay additional costs if necessary. If you unfortunately want to return your order later, we will put the costs back on the gift card.

There is no limit date on your Olivia & Kate gift card, yay! If this is the case, we have communicated this clearly to you. This applies to an online gift card and to a voucher in the store.

1. Shopping Place all the desired products in your shopping bag. Then go to your bag SHOPPING BAG.2. Shopping bag Check your order if everything is correct. Then click CHECK OUT.3. Data Enter your personal details here and click on SELECT SEND METHOD.4. Shipping method Check your shipping method here and then click SELECT PAYMENT METHOD.5. Payment method Choose here which payment method you wish to use and then click on CHECK OUT.

You will immediately receive an order confirmation in your mailbox as soon as the payment has been made. Once we have prepared your order, you will also receive a shipping confirmation. This email includes the information about when you can expect your package. It can take a few hours before the track & trace link or your order is visible.

If the amount has been transferred from your account, it is possible the order confirmation has ended up in your spam box. Check this first! If you cannot find it there, we will be happy to find out for you why you didn’t receive this mail. Send an email with a print screen of your payment to webshop@olivia-kate.nl.

Wrong address
How annoying, but that can happen! Send an email to webshop@olivia-kate.nl as soon as possible with the order number and the correct address. If your order has not yet been given to the postman, we can see what we can do for you. If your package has already been taken, unfortunately we can no longer change the address for this shipment. In that case, you can have the package diverted to a parcel shop. This way you can still receive your order quickly. Does this not work? Your package will then be returned to us. As soon as we receive it, we will change the address and resend it immediately!

Cancel order
Send an email to webshop@olivia-kate.nl as soon as possible with the order number and your question. If your order has not yet been given to the postman, we can see what we can do for you. If your package has already been taken, unfortunately we can no longer stop or adjust this shipment.

Change order
Unfortunately, you cannot change your order once you have already placed the order. Have you seen something nice in our webshop after you have already placed your order? If you place 2 orders on the same day, you can send an email to webshop@olivia-kate.nl. In that case, we will reimburse the shipping costs for 1 of the 2 orders.

After you have placed an order, you will receive an email where you can change the delivery time. Click on the link in this email to indicate your preference. Are you not at home or would you rather pick up the package at a service point? Then it is also possible to choose a service point.

At Olivia & Kate you do have the following payment options:

- iDEAL 

- Fashion Cheque- VVV bon

- BanContact / Mr Cash- Creditcard

During the checkout you are able to enter the discount code or gift card code. You have to click on apply and the discount will be deducted. If a message pops up which says the gift card is not valid, it has probably expired or has not been entered correctly. For questions you can always contact our customer service. You can then send an email to webshop@olivia-kate.nl.

That is too bad! Contact our customer service by sending an email to webshop@olivia-kate.nl. We will reply within one working day and find out why the code doesn’t work.

Have you already activated your fashioncheque?You can activate your fashioncheque by entering the card number and activation code here.

Have you already activated your fashion check?

Then it may be that you have exceeded the limit of € 50. If your purchase amount is more than €50, you can pay the remaining amount with another payment method.

Can't figure out why your fashioncheque does not work? We recommend you to contact the customer service of fashioncheque by sending an email to info@fashioncheque.nl

You can take a look at your fashioncheque balance here.

In addition to a card number, you may also be asked for a code. This code always starts with ‘SC’ and can be found at the back of the fashioncheque.

Have you already activated your VVV cadeaukaart?When the VVV cadeaukaart has been bought in a store, it does not need to be activated. If it has been purchased online and the amount exceeds more than €60, the VVV cadeaukaart must be activated before you can use it. The email address where the order was placed with will receive an email to activate.

Have you already activated your VVV cadeaukaart?

Then you may have exceeded the limit of €50. When your purchase amount is more than €50, you can pay the remaining amount with another payment method. The remaining amount on the VVV cadeaukaart will remain on it.

Can't figure out why your VVV cadeaukaart does not work? We recommend you to contact the customer service of VVV cadeaukaart by filling in their contact form here. 

You can take a look at your VVV Cadeaukaart balance here.

.

You can use only one discount code per order. 

Is this not your case?Contact our customer service by sending an email to webshop@olivia-kate.nl. Mention the discount code you would like to use. We will find out as soon as possible why the discount code does not work. 

Don’t worry, it is no problem. Send an email to webshop@olivia-kate.nl. Mention the discount code you wanted to use. We will find out if it is possible to add the discount code afterwards.

Unfortunately, it is not possible to refund the discount afterwards.

If the discount is added within 48 hours after you have completed your order, we would like to compensate this difference with an Olivia & Kate gift card. Does this apply to your order? Send an email to webshop@olivia-kate.nl with the item(s) that has gone in sale and you would like to keep. Do you want to return item(s)? Than we have to wait until your return has been processed. Afterwards we will send you the different amount on a gift card by email.

The shipping costs for an order in the Netherlands have a fixed rate of €4.99

• On business day order before 23:59 = same day shipment
• On weekend order before 22:00 = same day shipment
  
  

  Adjusted delivery days during the holidays
  Order placed on Easter Sunday, March 31, 2024, expected delivery date: Wednesday, April 3, 2024
  Order Easter Monday Monday April 1, 2024, expected delivery date Wednesday April 3, 2024
  Order King's Day Saturday April 27, 2024, expected delivery date Monday April 29, 2024
  Order Ascension Day Thursday May 9, 2024, expected delivery date Saturday May 11, 2024
  Order Whit Monday Sunday May 19, 2024, expected delivery date Wednesday May 22, 2024
  Order Whit Monday Monday May 20, 2024, expected delivery date Wednesday May 22, 2024

  
  Take DHL into account
  Easter Sunday - Sunday March 31, 2024 - closed
  Easter Monday - Monday April 1, 2024 - closed
  King's Day - Saturday April 27, 2024 - closed
  Ascension Day - Thursday, May 9, 2024 - closed
  Whit Monday - Sunday May 19, 2024 - closed
  Whit Monday - Monday May 20, 2024 - closed

  
  

   

  The shipping costs to other countries are shown below:

As soon as your order is shipped from our distribution center you will receive a shipping confirmation with the track & trace code of your order. When your order has been taken with the postal delivery, you can follow the package.

Unfortunately it is not possible to pick up your package in our store at the moment.

We never do have physical stock of pre-order items. We only send the item once it has been delivered. Please note if you have ordered multiple items, we will always send your order as soon as the whole order is complete. You can find the delivery time of your pre-order at the product description on the website.

No problem! The deliverer will leave a note in your letterbox and informs you the steps you have to take to receive your package. Would you rather like to receive your package at a different time or delivered at a service point? That is also possible! As soon as your order is shipped, you will receive an email in your mailbox. In this email you can change the time or location of delivery right away! We love there are no extra costs are charged for this! Haven’t you receive this email? Then take a look in the spam mailbox, the email may be ended up in this.

Your parcel will be sorted again by the delivery company. This may take a couple of working days. We recommend that you keep a close eye on the track & trace. This will become visible as soon as a new delivery date is known. If you do not see a new update after 5 business days, please contact our customer service.

Do you want to return or exchange your order? 

You can easily return or exchange your purchase, if the item(s) meet our return conditions. You can return your item(s) within the Netherlands for €6,25 or have them picked up at your home or work for €7,00. The rates for returning outside the Netherlands can be found on the page where you register your return.

1. Register

Does your return meet the return conditions? Then report your return within 14 days via the button below. Select which products you want to return or exchange, and choose the desired return method.

2. Pack

Pack the item(s) with packing slip in original packaging and stick the return label on the return box or bag. Do not forget to tape off or remove the old return label.

3. Send

Take your package to a post office. Opted for a pick-up service? Then have your shipment picked up at home or at work. Please note that the return label is valid for 7 days after creation.

4. Refund

If the product meets our conditions, the purchase amount will be refunded within 14 days to the account with which the payment was made.

REGISTER RETURN Return conditions:

- The item must be returned to us within 14 days of receipt- Earrings cannot be returned (for hygienic reasons)- Lingerie & swimwear may not be returned (for hygienic reasons)- We do not take back items with make-up stains- The items must not have been worn/used- The items must be in original condition and/or packaging including tag

Complaint

Did you receive the wrong item, wrong size, is a product missing or is the product damaged? Do not return the item yet, we cannot reimburse the return costs incurred afterwards. Our customer service will contact you within 24 hours on working days for a suitable solution!

REGISTER COMPLAINT

Free exchange

Register your exchange within 14 days via the return button. If the product is in stock in the desired size, this item will be sent directly to you for free! Follow the other steps to return the incorrect size to us.

REGISTER EXCHANGE

Return or exchange in our boutique in Haarlem

Returns or exchanges within 14 days in our boutique are always free! Do not forget to bring the original packaging and packing slip. You will receive a proof of delivery in the store. Please note: the store does not give refunds. Your return will be processed as soon as it is at our head office.

Olivia & Kate BoutiqueAnegang 482011 HS Haarlem

Return with own courier

Do you not want to use our service and return the item(s) with your own courier? No problem! Please register your return via retour@olivia-kate.nl and return it within 14 days of receipt in original packaging with packing slip to the address below:

Olivia & Kate

Jan van Krimpenweg 9

2031 CE Haarlem

* note this is at your own risk, so always send it with track & trace!

Off course! You can exchange your purchase for a size. Register your exchange within 14 days via the return button. If the product is in stock in the desired size, this item will be sent directly to you for free! Follow the other steps to return the incorrect size to us. > 

>REGISTER EXCHANGE

• The item must be returned to us within 14 days after your received your order
• The items has to be in original condition and / has to include the tag
• The items may not be worn / used
• We do not return items with make-up stains
• Slips & swimwear may not be returned (for hygienic reasons)
• Earrings may not be returned (for hygienic reasons)

Please note: in case of returning your items, a product received free of charge must also be returned. If this is not the case, the sales value of this product will be charged. If you decide top keep your order with a minimum of €100, then you get to keep your free gift.

Unfortunately we are not able to accept products that does not meet our conditions.

Via returnista you can return your item(s) within the Netherlands for €6,25 or have them picked up at your home or work for €7,00! The rates for return shipments outside the Netherlands can be found on the page where you register your return.

> REGISTER RETURN

Do you not want to use our returnista service and return the item(s) with your own courier? No problem! Please register your return via retour@olivia-kate.nl and return it within 14 days of receipt in original packaging with packing slip to the address below:

Olivia & Kate

Jan van Krimpenweg 9

2031 CE Haarlem

* note this is at your own risk, so always send it with track & trace!

Yes of course! You can return your order for free in our store in Haarlem!

Register your return with us in advance via https://olivia-kate.returnista.com/ and choose In Store Drop Off. Then bring your return within 14 days together with the packing slip to our store in Haarlem.

Olivia & Kate Boutique

Anegang 48

2011 HS Haarlem

Please note: the store does not provide any refunds. Your return will be refunded to the account used for payment within 14 days after it has arrived at our head office.

Dear lovers! Due to this busy time it can be possible the processing of your return may take a little longer than you are used to from us 💕Thank you for understanding. We will refund the amount of your return within 14 days after we have processed your return. We recommend to send the return with a track & trace code you can always check when the delivery time of your return.

If you returned the entire order and it has arrived completely at our headquarter, we can reimburse the shipping costs up to a maximum of €4,99. Unfortunately the return costs will not be reimbursed.

A customized item is custom made for you, so it is not possible to return it.

We are so sorry! In connection with hygiene we unfortunately can not accept this items. Olivia & Kate is not responsible for any allergic reactions to the ordered jewelry.

We will put the amount of your return on an Olivia & Kate giftcard. You will receive the code of the giftcard in your mailbox after we have processed your return. This giftcard has no experation date, and does not have to spend entirely in one order.

It is no problem to return items from different orders together. As long as both orders fall within the return period, you can return items from multiple orders in one registration. This option is automatically visible when registering your return! You will receive a return label with which you can return the items together in one shipment.

It is important that the correct packing slips are added to the package. As soon as we have processed your return, you will receive an email with the credit note per order.

You can also choose to receive your return amount on an Olivia & Kate gift card. As a thank you, you will receive €5 extra credit on your gift card if you choose this option! The giftcard has no expiry date and can also be spent in parts. You can choose this option when registering your return via https://olivia-kate.returnista.com/ and you will receive it by email after processing your return!

Have you received the wrong item / size, is a product missing or damaged? We are really sorry!

> Contact us immediately through our complaint form via https://oliviakate.nl/en/pages/klacht-aanmelden

You will receive a response by mail with a suitable solution within 1-2 working days!

NOTE: do not return any item yet, we cannot reimburse the return costs afterwards.

That should not happen of course! Please send an e-mail to webshop@olivia-kate.nl. We will immediately find out what went wrong. Do not forget to mention your order number and the missing amount. 

Olivia & Kate has a warranty period is 30 days after you have received your order. The following complaints are not covered by the warranty:

1.     Exceptional wear

2.     Damage due to negligence or failure to comply with the washing instructions

3.     Batteries

4.     Water, fall or impact wear

5.     Discoloration of jewelry

6.     Allergic reaction to fabrics and material of jewelry

OPENING HOURS

Monday                               12pm - 6pm 

Tuesday                               10am - 6pm

Wednesday                         10am - 6pm

Thursday                             10am - 8pm

Friday                                   10am - 6pm

Saturday                              10am - 5pm

Sunday                                 12pm - 5 pm

So nice that you want to visit our store! The address of our Olivia & Kate boutique is: 

Olivia & Kate
Anegang 48
2011 HS Haarlem
The Netherlands

You may exchange or return the item purchased from our Olivia & Kate boutique within 8 days of the purchase date. For this you need to bring the receipt as proof of purchase. When you return an item you will receive a voucher.Please note the return conditions of our Olivia & Kate boutique are:

• The articles must be in original condition including tag
• The articles may not have been worn / used
• We do not take back items with make-up stains
• Briefs & swimwear may not be returned (for hygienic reasons)
• Earrings may not be returned (for hygienic reasons)
• Sale items cannot be returned or exchanged

The warranty period in our Olivia & Kate boutique is 30 days from the date of purchase. The following complaints are not covered by the warranty:

• Exceptional wear
• Damage due to negligence or failure to observe the washing instructions
• Batterie
• Water, drop or impact wear
• Allergic reaction to fabrics and material of jewelry

Webshop Headquarter: Jan van Krimpenweg 9 2031CE Haarlem The Netherlands

Webshop Return address: Jan van Krimpenweg 9 2031CE Haarlem The Netherlands

Store Olivia & Kate: Anegang 48 2011HS Haarlem The Netherlands