FAQ

1-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.

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 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. We will then 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 ''Apply'' and the discount will be settled. If there is 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

To which countries do you ship and what are the shipping costs?

COUNTRY SHIPPING COSTS DELIVERY TIME
The Netherlands

€4,95 / Free 
over €75,-

1-2 business days
Belgium

€9,- / Free over €75,-

1-2 business days
Germany €8,- 2-5 business days
United Kingdom
€12,-  2-6 business days
France €13,- 2-5 business days
Luxembourg €10,-  1-3 business days
Bulgaria €25,- 4 business days
Denmark €11,- 2-5 business days
Estonia €15,- 3-7 business days
Finland €20,- 2-8 business days
Greece €25,- 3-9 business days
Hungary €14,- 2-5 business days
Ireland €15,- 3-7 business days
Italy €15,- 2-6 business days
Croatia €24,- 4-8 business days
Latvia €17,- 3-7 business days
Lithuania €17,- 3-7 business days
Norway €25,- 2-14 business days
Austria €11,- 2-5 business days
Poland €13,- 3-4 business days
Portugal €15,- 3-7 business days
Romania €14,- 3-4 business days
Slovenia €15,- 2-6 business days
Slovakia €14,- 2-6 business days
Spain €16,- 2-6 business days
Czech Republic €16,- 2-6 business days
Sweden €14,- 2-7 business days
Switzerland €25,- 2-13 business days
Cyprus €32,- 4-10 business days
Canada €29,- 5-15 business days
United States €29,-
5-15 business days
New Zealand €31,-
5-15 business days
Australia €29,-
5-15 business days
Suriname €30,- 5-15 business days
Curacao €30,-
5-15 business days
Aruba €30,-
5-15 business days
South-Afrika €27,- 5-15 business days

 

What will be the delivery time of my order?
The average delivery time is 1 working day. We will do our best to send your order as soon as possible. Have you ordered on weekdays before 4.00 pm, then your order will be shipped the same day, if you ordered after 4 pm your package will be send the next working day. Orders on Saturday and Sunday are sent on Monday.

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?
No problem! The deliverer will put a note in your mailbox and lets you know what you have to do.

I want to pick up my package in the store, is that possible?
This is not yet possible (technically) via the website. However, we can arrange this manually for you. Send us an e-mail with your name, address details and the products you want to order to webshop@olivia-kate.nl. Then we will make a manual order for you. We will keep you informed by e-mail when the order is in store.

I have ordered the customized name bracelet but it has not yet been delivered, what should I do?
The bracelet is sent via an external supplier. If you have ordered more items, we will send the rest of your order immediately. The delivery time of this bracelet is max. 2 weeks. No worries, usually the bracelet is delivered faster!

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 it is complete. The delivery time of your pre-order can be found at the product on our website.

RETURN

How do I return or exchange my order?

> Step 1 - Register your return/exchange
Send an e-mail to retour@olivia-kate.nl. Mention your order number, the products that come back and the reason for return. 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 send it back as soon as we received your order.

> Step 2 - Send your return
The items must be returned to the following address within 14 days of receipt in original packaging with packing slip:

O & K Styling (unit 1)
Jansweg 42
2011 KN Haarlem

> Step 3 - 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 within 14 working days 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.

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.

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.