Question 1

Which shipping option is available and what are the shipping fees?

Accepted Answer

Once the order is placed, you will receive a shipping confirmation email with delivery details. Olvi's is not responsible for any unanticipated delays beyond our control. All orders are processed Monday through Friday, excluding Dutch holidays (December 25 -26 2021, 1 January 2022, 15 April 2022, 17 - 18 April 2022, 27 April 2022, 5 May 2022, 26 May 2022, 5- 6 June 2022, 25 - 26 December 2022 ). Couriers are sent Monday through Friday from 9am-5pm. Weekend deliveries are not available. A signature may or may not be required upon delivery. Pre-order, Made to Order and OY items will be shipped according to the decided delivery time. These items will ship through Express once they are ready to be shipped.

Question 2

How can I track my order status?

Accepted Answer

Once your item(s) have been shipped you will receive a confirmation email which will include a link to track your order through the carrier.

Question 3

Is a signature required upon the delivery of my order?

Accepted Answer

A signature may be required upon the delivery of the parcel. Olvi’s however is not responsibly for the goods once delivered to the given delivery address.

Question 4

Can I have a different shipping address from my billing address?

Accepted Answer

Yes, you may have a different shipping address than the billing address. In this case however the VAT of the country the parcel is shipped to will be applied.

Question 5

Can I change my shipping address ?

Accepted Answer

If you need to modify your shipping or delivery information after your order has been placed, please contact us as soon as possible. Shipping information, including delivery address, cannot be modified once the order has already been shipped.

Question 6

What form of payments do you accept?

Accepted Answer

We at Olvi’s accept the following methods of payment: -Credit / debit cards -Paypal -Wire transfer   Kindly contact us for a wire transfer. We will send an invoice separately on the mail ID provided.   When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.

Question 7

Are custom duties included in the price ?

Accepted Answer

The prices displayed on our website does not include custom duty charges outside EU & USA.  Kinldy contact us for more details.

Question 8

Is VAT included in the final price and how do I claim it back?

Accepted Answer

VAT is included in all our prices. The VAT can be claimed back from the invoice provided which states the VAT. Kindly contact us for further details.

Question 9

Can I cancel or modify my order?

Accepted Answer

Cancellation of an order is possible within an hour after the order has been placed. Items on special promotions, bought with vouchers , special request, custom made cannot be returned but cancelled within one hour after purchase.    You can modify the order within a week after the order is placed. Kindly contact us incase of any special requests.

Question 10

My order is declined; Can I place a new order?

Accepted Answer

Kindly contact us incase you receive any mail from our end with an order cancellation notice.

Question 11

What is your return policy? How many days do I have to return my order?

Accepted Answer

Please note that most of our orders are made from scratch in our very own production unit. We are a sustainable slow fashion brand that does not believe in keeping more stock than required.   If you need to return your purchase, the item(s) can be returned for a refund within 14 days after delivery. If you do not hand over the package to the carrier within 14 days after you have received it, we cannot refund you.  Items on special promotions, bought with vouchers or custom made cannot be returned.  All items must be returned in their original condition, without having been worn, washed, and damaged. The returns have to be in the original Olvi’s packaging with any tags and labels on. Merchandise must be returned in one package. You can use our pick-up service for the return. A return label can be found in your package with a detailed instruction. For the use of our pick-up service we will deduct 15€ off your refund.  If you decide to arrange the return on your own, we advise you to use an insured shipping method with a track and trace number.

Question 12

How to return a product?

Accepted Answer

In order to return the order, you can either do it yourself or request our pick-up service. You can use our pick-up service for the return by contacting us directly. For the use of our pick-up service, we will deduct the fee from your refund.  If you decide to arrange the return on your own, we advise you to use an insured shipping method with a track and trace number.

Question 13

How do I exchange an item?

Accepted Answer

Orders cannot be exchanged but modified according to the requirements. Incase the order does not meet the promised standards or incase of further modifications kindly contact us immediately.

Question 14

How long does it take for a refund to be issued?

Accepted Answer

Items returned by mail to the head office will be processed within 14 business days from the date of receipt. Refunds will be credited back to the original form of payment.

Question 15

Are delivery charges refundable?

Accepted Answer

Delivery charges are non refundable as they include logistic fees as well.

Question 16

Can I return a personalised item?

Accepted Answer

Once a special request, made to order or personalised item has been confirmed, it cannot be cancelled or returned for a refund, but can be modified within a week after purchase. These items are final sale.

Question 17

Can I customise my order?

Accepted Answer

All Olvi’s products can be customised to make it fit your desires and wishes. We give a lot of importance to product customisations and request as it is our unique selling point.

Question 18

What customisation services does Olvi’s offer?

Accepted Answer

The styles from The Lace Collection can be altered. We offer our 
bespoke service, custom made according to individual preferences.
Please contact us for all possibilities.*   Popular alterations are:  • Changing of sleeves, free of charge • Changing of length up to 5 cm (2 inch), free of charge  • Change color Olvi’s Lace, free of charge • Change color Olvi’s lining, free of charge • Adding or removing crystals   *Alteration possibilities and prices are always subject to final approval from Olvi’s.

Question 19

Can I return or exchange an order made under customisation?

Accepted Answer

Once a special request is made to customise an item and has been confirmed, it cannot be cancelled or returned for a refund, but can be modified within week after purchase. These items are final sale.

Question 20

How long does a customised order take to be shipped?

Accepted Answer

We at Olvi’s provide a super quick delivery time even for customised orders! We process rush orders with no extra cost. Our delivery time varies from 5-10 working days for customised orders / request.

Question 21

Can I cancel my customised order once placed.

Accepted Answer

Cancellation of a customised order is possible within an hour after the order has been placed.

Question 22

How to take care of an Olvi’s product?

Accepted Answer

The Leather & Lace collection should be treated with special care. 
Therefore, it is advised to follow the following warnings.   No washing – No bleaching – No ironing – No dry cleaning 
– No tumbling

Question 23

Can I repair a damaged Olvi’s product?

Accepted Answer

We accept to repair any damaged product based on the level of damage. This cannot be pre-determined. Kindly contact us for further information.

Question 24

How do I take care of my cashmere product ?

Accepted Answer

Cashmere is a very delicate material and has to be treated with care. 
To ensure the high quality we advise – if there are no stains to first put
the garment on a hanger and let fresh air blow through the cashmere.  This should be enough to give the garment a fresh feel again. The cashmere has a (almost) complete self-cleaning quality because of its natural heritage.  If there are stains or if it needs to be washed it can be washed by hand on cold temperature with a low amount of washing powder. Please do not wring the cashmere, nor put it on a hanger to dry or close to a heater. 
To dry the cashmere garment place it at on a towel. The garment can also be brought to the dry cleaner where it can be light chemically cleaned. 
Be aware to inform the dry cleaner that your product is made from 
cashmere. Only cold iron the cashmere.
Even though we use the highest quality of cashmere, a cashmere garment can and will over time start to pill on places where there has been much friction. Pilling is a natural effect of cashmere.
To remove the pills you can use a pill brush. Never pull them out by hand.

Question 25

Style numbers.

Accepted Answer

Every style has an identity number that consists of numbers 
and in some cases letters.
All styles from this collection consist of numbers with 4 digits. 
Styles from previous collections can still be ordered and might have
a style number with 3 digits.
If a style is designed with Swarovski® crystals it is indicated by the letters ‘SW’ behind the style number. Always note SW if you wish to have
the style designed with Swarovski®. If you wish to have the style without crystals, please note ‘Without Swarovski®’ in the memo field of the order.

Question 26

Delivery Time

Accepted Answer

The delivery time is 8 weeks after the order confirmation has been sent
and (if applicable) the payment terms are met. There is a possibility 
for ‘Rush Orders’ if the delivery needs to be quicker than 8 weeks. 
Please contact the Olvi’s order department or your sales representative about the possibilities and about the extra charges that might apply.

Question 27

Placing an order

Accepted Answer

• The minimum initial order is 6 pieces • Orders with less than three pieces will be charged with 
a "single manufacturing fee" • Orders can only be changed or cancelled within 7 days (5 working days) after the order confirmation has been sent. Price Prices for all the collections are provided in the pricelist.

Question 28

Agent Request

Accepted Answer

If you are interested in representing us in your country, kindly send us an email here.

FAQ