Frequently Asked Questions (FAQ)
1. What is the delivery time for my order?
Orders placed before 5:00 PM are shipped the same day. Our partner, PostNL, typically delivers within 1-3 business days in the Netherlands. For orders in other European countries, the average delivery time is 5-10 business days. Once your order is shipped, you’ll receive a confirmation email with a tracking number to follow your delivery.
2. How can I return my order?
We want you to be happy with your purchase! If you’re not completely satisfied, you can request a return within 14 days of receiving your item. Please ensure that the item is unworn, in its original condition, and that the original tags are still attached. To initiate a return, email us at info@olivia-and-rose.com with your order number and reason for the return. For more information, check our Return and Refund Policy.
3. What payment methods do you accept?
We accept most common payment methods, including iDEAL, Klarna, credit cards (Visa, Mastercard, American Express), and PayPal. All payments are processed securely.
4. How do I choose the right size?
We’ve created a ‘Sizing Chart’ page to help you find the right fit. If you still have questions, please don’t hesitate to reach out to us at info@olivia-and-rose.com. We’re happy to help you find the perfect size!
5. Can I change or cancel my order?
Orders can only be changed or canceled if they have not yet been shipped. Please contact us as soon as possible at info@olivia-and-rose.com if you wish to make changes. We’ll do our best to accommodate your request.
6. Do you offer international shipping?
Yes, we offer shipping within Europe. Delivery times and shipping costs may vary depending on the destination country. At this time, we unfortunately do not ship to countries outside the European Union.
7. How can I contact your customer service?
You can always reach us at info@olivia-and-rose.com. We strive to respond within 24 hours, Monday through Friday.
8. Can I track my order?
Yes, once your order has been shipped, you’ll receive a confirmation email with a tracking number. You can use this tracking number to follow your package on its way to you.
9. What should I do if my package is delayed?
If your package has not arrived within the estimated delivery window, please reach out to us at info@olivia-and-rose.com. We’ll be happy to assist you in tracking your order or contacting our delivery partner.
10. Do you offer gift wrapping?
Yes, all of our products come beautifully packaged, perfect for gifting. If you’d like to add a personal note or extra gift wrapping, please let us know in the order notes at checkout, and we’ll do our best to accommodate.
11. Do you have special offers or discounts?
Occasionally, we offer exclusive discounts and promotions. Be sure to sign up for our newsletter or follow us on social media to stay updated on our latest offers.
12. What if I received a damaged or incorrect item?
We’re sorry if your order didn’t arrive in perfect condition! Please contact us at info@olivia-and-rose.com with your order number and a description (and photo, if possible) of the issue. We’ll resolve it as quickly as possible.
13. Can I change my shipping address after placing an order?
If your order hasn’t been shipped yet, we can update the shipping address. Please reach out to us as soon as possible at info@olivia-and-rose.com to request an address change.
14. How should I wash my O&R items to keep them in good condition?
To keep your items looking their best, we recommend hand washing them for optimal care. If you prefer using a washing machine, select a gentle cycle with a maximum temperature of 30°C, and always turn the items inside out to protect the fabric. Avoid using fabric softeners and never tumble dry. Instead, air dry your items by laying them flat or hanging them in a shaded area.