FAQ

PRODUCTS


My size is sold out, will this be back in stock? 
What a pity, you just missed it! We do our very best to replenish 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! 

I have a question how the product falls?
If something has a different fit we will mention this on our site with the relevant product. Here you can find the fit, dimensions and additional information. Need specific information? Send us an email to webshop@olivia-kate.nl.

ORDER

How can I place my order?
1. Shopping Place all the desired products in your shopping bag. Then go to your bag bagSHOPPING 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. As soon as we are preparing your order, you will also receive a shipping confirmation. This states when to expect your package.

I have not received an order confirmation, what should I do?
If the amount has been debited from your account, it may be that the e-mail ended up in your spam box. Always check this first! If you can't find it there, we'll be happy to find it for you. Send an e-mail with a print screen of your payment to webshop@olivia-kate.nl.

I have entered a wrong address, would like to cancel or change my order, what should I do?
Send an e-mail to webshop@olivia-kate.nl with your order number and question. If your order has not yet been given to the postal deliverer, we can see what we can do. If your package has already been taken away by the postal deliverer, we can unfortunately no longer stop this shipment. With a wrong address we wait until your order has been returned. Then we will adjust your address and resend your package. 

PAYMENT

Which payment provider do you use?
- iDEAL 
- Paypal
- BanContact / Mr Cash
- Creditcard


I have a discount code or gift card, how can I use it?
You can enter the discount code or gift card in the checkout during checkout. Click on ''Apply'' and the discount will be settled. If there will pop up a message that the gift card is not valid then it probably expired or was not entered correctly. For questions you can always contact our customer service.

SHIPMENT

How long is the delivery time?

Delivery time within the Netherlands: 

ORDERED SHIPPING
Mon till Fr before 11.30 pm  Same day
Sa & Su tot 4.00 pm  Sunday

 
Do you ship to other countries and what are the shipping costs?
Yes, we do! Click here to see the shipping costs and delivery time. 

How can I track my order?
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. As soon as your order has gone with the mail deliverer you can follow your order.

I am not at home when my order is delivered, what should I do?
Don't worry! The deliverer will put a note in your mailbox and will let you know what you have to do. 

I want to pick up my package in the store, is that possible?
Unfortunately it is not possible to pick up your package at our store in Haarlem. We would love to make it possible in the future! 

I have ordered a pre-order, when can I expect it?
From a pre-order we never have physical stock and we only send it as soon as it is delivered. Please note that if you have ordered multiple items, we will always send you your order as soon as the order is complete. The delivery time of your pre-order is shown at the product on our website.

My order is incomplete, what should I do?

It is possible that all items are not delivered at the same time. In this case it is shown on the packing slip. The missing item will be delivered seperate. The delivered product are always on the packing slip. Is there an item on the packing slip which you have not received? We recommend you to send an email to webshop@olivia-kate.nl. We will find out what went wrong!

RETURN


How do I return or exchange my order?

> Step 1 -
Fill in the return form

Fill in the returncode on the packing slip behind the product. Returncodes:

1. Too small
2. Too big 
3. Fit as expected
4. Color not as expected
5. Received the wrong size/item (contact our customer service)
6. Manufactering fault (contact our customer service)
7. Exchange item: fill in the size you would like to receive
8. Otherwise: fill in the reason

> Step 2 -
Register your return/exchange

Send an e-mail to retour@olivia-kate.nl. Mention your order number, the products that you would like to return the reason why. Do you want to exchange a product for a different size? Mention this in your e-mail. We will reserve the product for you if there is stock and we will send it back as soon as we received your order.

> Step 3 - Send your return

If you want to return your order, please send it within 14 days of receipt in original packaging with packing slip to:

Olivia & Kate
Energieplein 16
2031 TC Haarlem

> Step 4 - Credit note
If the product meets our conditions, we will proceed to a refund of the purchase price. Once we have received your order, we will ensure that you receive a credit note and the money will be returned to the paid account.

What are the return conditions?

  • The item must be returned to us within 14 days of receipt
  • The items must be in original condition and / or packaging including tag
  • The items may not be worn / used
  • We do not return items with make-up stains
  • Slips & swimwear can not return (for hygienic reasons)
  • Earrings may not return (for hygienic reasons)
  • My return does not meet the conditions, what do I have to do?
  • Unfortunately, we can no longer accept these products that do not meet our conditions.

My order does not meet the conditions, what should I do?
Unfortunately we can not accept products that do not meet our conditions.

Can I return my order in the store?

Yes of course! You can return your order in the store. Send an e-mail to retour@olivia-kate.nl. Mention your order number and that you want to return the order in the store. Our girls in the shop will make sure that your order ends up with us in the webshop, so that we can process it. Please note: however, you will not receive your money back via the store, the refund process will take longer than you would send your shipment to us immediately.

My product is damaged / missing / delivered incorrectly, what should I do?
We are so sorry! You can make a notification of this by sending an e-mail to retour@olivia-kate.nl. Mention your order number, the product name and send a photo of your complaint. Our customer service team is happy to investigate the problem and try to come up with a suitable solution as soon as possible.

I have received a wrong amount refunded, what should I do?
That should not happen ofcourse! Please send an e-mail to webshop@olivia-kate.nl and we will immediately find out what went wrong. Do not forget to mention your order number and the missing amount. 

What are the warranty conditions and the warranty period?
Olivia & Kate has a warranty period up to 30 days after receipt of the product. 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

What are the costs for returning?
As a customer you are responsible for the costs of the return shipment. The costs depend on the shipping method you choose, the regular parcel post from PostNL is € 6.95. Without proof of shipment with Track & Trace code, lost returns will not be refunded.

When will the shipping costs be refunded?
When you have paid shipping costs and return the entire order, we will refund this shipping costs as soon as this order has been returned to us completely. The credited shipping costs amount to a maximum of €4.95,-

Can I exchange my ordered item for another item?
Unfortunately, ordered items can not be exchanged for another item. It is only possible to exchange an item for another size of the same item. If you would still like to receive another item, we advise you to return your purchase. When your return meets the conditions, we will refund the purchase amount. You can place a new order in our shop for the item you want to receive.

Can I return the customized bracelet?
A customized bracelet is custom made for you, so it is not possible to return it.

I have received an allergic reaction to the material of the ordered jewelry, can I return it?
We are so sorry! In connection with hygiene we unfortunately can't accept returns. Olivia & Kate is not responsible for any allergic reactions to the ordered jewelry.

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