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Shipping & Returns

Shipping Policy

At Olyvera, we want you to shop with confidence. This Shipping & Return Policy explains how we process, ship, and handle returns, replacements, and refunds for orders placed through https://www.olyvera.me.

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1. Order Processing

Every Olyvera piece is made to order. Nothing is pulled from a shelf, which is why your order needs a short production window before it ships.

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Processing time: 2–7 business days.

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Business days are Monday to Friday, excluding public holidays. The day you place your order isn't counted, processing begins the next business day. During holidays, sales periods, or unusually high order volume, processing may take longer, and we'll tell you if it does.

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You'll receive a confirmation email when your order is placed, and a separate shipping confirmation with tracking once it's dispatched.

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2. Shipping Rates and Delivery Estimates

Shipping rates are shown at checkout. 

Your total wait has two parts: processing, then transit. Transit time starts only after your order has been dispatched.

 

                       Processing                   Transit after dispatch    Total estimated delivery
Domestic       2–7 business days         3–10 business days     5–17 business days
International  2–7 business days         7–21 business days     9–28 business days

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Business days exclude weekends and public holidays, so a 10-business-day window is roughly two calendar weeks.

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These are estimates, not guaranteed delivery dates. Actual delivery may vary due to carrier delays, customs processing, weather, holidays, incorrect address details, or events outside our control. If your order passes the top of its estimated window, email info@olyvera.me with your order number and we'll chase it for you.

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3. Shipping Destinations

We ship to the destinations made available at checkout. Some products may have shipping restrictions based on destination, carrier limitations, or local regulations.

If we cannot ship a product to your location after an order is placed, we may contact you to offer an alternative, delay the order, or cancel the affected item and issue a refund.

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4. Customs, Duties, and Taxes

For international orders, customs duties, import taxes, VAT, brokerage fees, and similar charges are the responsibility of the customer unless otherwise stated at checkout.

Olyvera is not responsible for delays caused by customs processing.

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5. Split Shipments

Items in the same order may ship separately depending on product type, availability, or fulfillment location. If your order arrives in multiple packages, you will not be charged additional shipping beyond what was disclosed at checkout unless you approved a change.

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6. Tracking

When tracking is available, we will send tracking information to the email address used at checkout once the order ships.

Please allow carriers time to update tracking information after dispatch.

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7. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned to us or our fulfillment partner because of an incorrect, incomplete, or undeliverable address, refusal of delivery, or failure to claim the shipment, we may require payment of additional shipping charges before reshipping the order. If reshipment is not possible, we may cancel the order and issue a refund for the item price only, less any non-recoverable shipping or handling costs, where permitted by law.

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8. Shipping Delays

If we cannot ship your order within the time stated on the site or, if no time is stated, within a reasonable time, we may notify you of the delay and provide an updated estimated ship date.

If a delay is material or extended, you may have the right to cancel the delayed portion of your order for a refund, subject to applicable law.

Return & Exchange Policy

9. Damaged, Defective, or Incorrect Items

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If your order arrives damaged, defective, or you receive the wrong item, please contact us at info@olyvera.me within 30 days of delivery.

Please include:

  • your order number

  • a description of the issue

  • clear photos showing the problem and the item received

  • photos of the packaging, if relevant

If we verify the issue, we may, at our discretion:

  • send a replacement item,

  • issue a full or partial refund, or

  • provide store credit.

We do not require the return of a damaged or defective item in every case, but we may request additional information before resolving the claim.

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10. Lost or Missing Packages

If tracking shows no movement for an unusual period or your package appears lost in transit, contact us at info@olyvera.me no later than 30 days after the estimated delivery date.

We may ask you to verify your shipping address, check with household members or neighbors, and contact the local carrier office. If we determine that the package was lost in transit, we may provide a replacement or refund at our discretion.

If tracking shows the package as delivered to the address you provided, but you claim non-receipt, we will review the matter with the carrier. Final resolution may depend on carrier confirmation and the circumstances of delivery.

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11. Returns for Change of Mind / Buyer’s Remorse

Because Olyvera items are made to order, we do not accept returns or exchanges for:

  • ordering the wrong size

  • choosing the wrong colour or style

  • no longer wanting the item

  • personal preference after delivery

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Each piece is produced specifically for your order and cannot be returned to stock or resold.

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Every product page carries a full size guide with garment measurements. Please check it against a garment you already own before ordering. If you're between sizes or unsure, email info@olyvera.me before you buy and we'll help you choose.

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This does not affect your rights where local consumer law gives you a statutory right of return. See Section 16.

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12. Non-Returnable Items

Unless required by law, the following items are non-returnable once ordered or opened:

  • made-to-order or personalized items

  • items marked final sale

  • gift cards

  • intimate, hygiene-sensitive, or personal-care products

  • swimwear, bodysuits, beauty items, and similar products where return would be unsuitable for hygiene reasons once used or unsealed​

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13. Exchanges

We do not offer exchanges for non-defective items. Replacements are issued only for damaged, defective, or incorrect items as described in Section 9.​

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14. Refunds

Approved refunds are issued to the original payment method unless otherwise agreed.

Please allow 5–10 business days after approval for the refund to appear, depending on your payment provider and bank.

Original shipping fees are non-refundable unless:

  • the item was defective, damaged, or incorrect, or

  • applicable law requires otherwise.​

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15. Chargebacks

If you have a problem with your order, we encourage you to contact us first at info@olyvera.me so we can try to resolve it quickly. Filing a chargeback without first contacting us may delay resolution and can affect our ability to offer a replacement or refund.

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16. Your Statutory Rights

Nothing in this Policy limits any mandatory consumer rights you may have under the laws of your country or state. Where local law gives you additional rights, those rights will apply.

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17. Contact

For shipping, return, and order support, contact:

Olyvera
Email: info@olyvera.me
Website: https://www.olyvera.me

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