FAQ
FAQ
I'm trying to log into my account but your system doesn't recognize me. I've bought from you before but it says it can't find my email. Can you help me?
In 2016 we upgraded our website which meant that customers needed to recreate old accounts using the same login details. Now, creating a new account using the same login details as before will give you access to your previous orders. If you contact us we will be happy to send you an account invitation to help you do this.
Do you ship to my country?
We ship worldwide but sometimes we are restricted to certain areas for a variety of reasons. To confirm if we can ship to your address, please enter your delivery address at checkout. If we can, you will see a direct quote with available shipping methods so you can choose the one that best suits your needs. Shipping costs and delivery times will vary depending on the shipping method selected at checkout. If you don't see an option to ship to your address at checkout, you may want to consider using a private courier or forwarding service such as Trans Express, Skybox or Mailboxes. These companies, and others, ship to most countries via private courier.
How do I return an item if I'm outside the United States?
Please note that Olivia Hall does not offer international return labels. Customers outside the United States are responsible for making their own arrangements and all associated costs for returns.
If you wish to return an order, please use the following address and be sure to include your order number on the outside of the package:
Email: Support@OliviaHall.shop
Address: 315 5th Ave, New York, NY 10016
Phone: +1 646-858-1339
Why won't I be able to check out with certain items in my cart?
Some brands only sell products within the United States. We are sorry that we are unable to ship these brands outside of the United States at this time. If you remove any of these items from your cart, you should be able to continue with your order without any issues. If you have any questions about the products in your order, please contact us.
How do I edit my order?
You can edit your order by logging into your account. Once you have found your order, click "Edit/Cancel" to the right of it. You can modify your order before it is processed at our warehouse. For quality assurance purposes and to ensure that your order is shipped as quickly as possible, we are unable to edit it once it is processed. Feel free to call us at +1 646-858-1339 for assistance.
How do I cancel my order?
You can cancel your order by logging into your account. Once you have found your order, click the "Edit/Cancel" button to the right of your order. If this option is not available, please call us immediately at +1 646-858-1339 so that we can assist you. We are unable to cancel your order after it has been processed at our warehouse.
Why am I being charged in USD?
Since we are located in the United States, all orders are processed in USD. Please note that your bank may charge an international transaction fee. You can contact your bank for more information.
I received an email saying that my order was canceled due to suspected fraud. What does this mean? What should I do?
We recommend that you pay via PayPal to avoid having your order flagged. First-time orders are usually flagged by our system. PayPal requires that we ship your order to the address on file with PayPal, so be sure to check carefully before submitting your order.
What is a pre-order?
A pre-order is when you order a product that is not currently in our warehouse, but is expected to arrive soon. This option is only available for select products. Pre-ordering ensures that you receive the product once it arrives at our warehouse. Pre-ordered products will be shipped within 24 hours of the product arriving at our warehouse. Pre-order status is displayed on the product page and during the checkout process to help you identify your pre-ordered items. You can also identify your pre-ordered products in your order confirmation email. For help with your pre-order, please contact us here.
How long will I have to wait for my pre-ordered products? How will you ship my order?
If you order a pre-ordered item outside the United States, we will ship the item as soon as it arrives. If you are located within the United States, we will ship the available items in the order first to avoid delays and ship the pre-ordered items after they arrive (usually about two weeks).
My order shows as delivered, but I haven't received it yet. What should I do?
If your package is marked as delivered but it hasn't arrived, please contact your neighbor and the shipping company first. Sometimes, packages are left at neighbors' homes or waiting for pickup, but are marked as delivered. Shipping companies can provide specific delivery information, including the GPS location of delivered packages.
We also recommend waiting one business day for delivery, as carriers often mark it as delivered but don't ship it out until the next day.
If you haven't received your package within 48 hours of the tracking status updating to delivered, please contact us for assistance.
Please note: We are not responsible for theft at the address provided. There are no refunds for lost or stolen packages.
If the shipping company confirms that the mail has been stolen, you will need to file a police report, as mail theft is a federal crime. Please file a report and notify us within 48 hours of the mail being delivered. We will investigate and may need information from you to complete the claims process.
Why hasn't my order been delivered yet?
If the estimated delivery time has passed and you still haven't received your package, please wait 24 hours before contacting us, as the carrier may mark the package as delivered but not ship it out the next business day.
We recommend contacting the courier for more information about any delays they may have experienced, as they can provide more specific information, including the GPS location of your package.
Please note: We do not refund lost or stolen packages.
Why wasn't my shipping refunded?
Shipping costs are the responsibility of the customer. If using our return label, we will deduct a $5.99* handling fee from your refund/credit. We do not offer refunds on shipping costs. (*Subject to change without notice)
One of my products broke during shipping. Can you help me?
Our team takes great care when packaging your items, but sometimes during shipping, items may break or spill. We do our best to provide protection to avoid this, but it can still happen. If the item arrives broken or spilled, please notify us within 48 hours of receiving the package so that we can assist in replacing the damaged item. We will email you a return label and replace the item as soon as the return tracking shows that the damaged item is on its way back. We do not offer refunds for damaged items.
I received the wrong item for my order. Can you resolve this issue as soon as possible?
Please contact us within 48 hours of receiving your package and our team will ensure you receive the correct item.
If you would like a refund, please note that we are unable to refund unless the product is in new, unopened, and unused condition.
My order was received, but one of the items is missing. What happened?
If an item is missing from your order, please notify us within 48 hours of receiving your package. Mistakes sometimes happen, but your item may also be a pre-order item. We will try to resolve this issue for you as soon as possible.
Help! My product is damaged/melted. What should I do?
If you receive a damaged or melted item, please notify us within 48 hours of receiving your package. Please email Support@OliviaHall.shop and we will send you a pre-paid return label. There are no refunds for damaged or melted items; however, we will ensure that the item you receive is intact. If you would like to exchange the damaged item for a different color or style, we will issue you a store credit for the corresponding item upon receipt of the return. You can use this store credit at any time. Store credits are not redeemable for cash and you cannot get a refund.
What happens if my order is returned due to an incorrect address?
If the postal service returns a package due to an incorrect address you provided at checkout, your order will be put back in stock and you will receive a gift card minus shipping costs. We will notify you and ask you to place a new order with the correct address.
What happens if my package is returned to you because I did not pick it up?
If your package was shipped with "Signature Confirmation" or customs duties required for pickup (outside the U.S.) and you fail to pick it up, the package will be returned to us. We will put the item back in stock. We will send you a gift card minus shipping costs. Sorry, we cannot refund. You will receive a gift card that you can use to re-purchase the item at any time.
My package was marked as undeliverable or was returned due to a courier issue. What should I do?
Occasionally, the post office may mark a package as "undeliverable" through no fault of yours. Contact us immediately and we will do our best to provide you with a solution.
If you would like a refund, please note that we cannot issue a refund until the carrier returns the package to our warehouse.
Why did I receive a notice to pay duties/customs fees?
Olivia Hall is not responsible for customs requirements or additional fees in your country. Most countries charge taxes on purchases over a certain amount outside of their country; these taxes are often referred to as tariffs. Most countries allow packages up to a certain amount to be tax-free, and you may choose to order within this limit to avoid charges upon delivery. Duties/customs fees are not included in your order. If required by your local government, you will need to pay these fees upon delivery. If you choose not to pay these fees, your package will be returned to us and any additional shipping costs will be deducted from the store credit we provide to you once we receive the returned package.
How do I manage my subscription?
Want to change your subscription? Don't worry - it's easy!
You can update your subscription frequency, cancel your subscription, or edit your subscription by logging into your Olivia Hall account and selecting the "Manage Subscription" tab under your account details. Once logged in, you will have full access to update your Native subscription until you are satisfied.
Please note: You must receive your first subscription restock order before you can make any changes/cancellations! You will not be able to make any edits until your first restock order is delivered.
If you have any issues accessing your subscription, please feel free to contact us at Support@OliviaHall.shop - we're always happy to help! 💖