FAQs

Have a question about Olliva, Willow, sizing, shipping or returns? You’ll find the most common answers below.

Product

What are Willow Slippers?

Willow Slippers are soft, padded slip-on mule slippers designed for cosy comfort at home. They feature a plush inner lining, cushioned sole, smooth outer, and an easy open-back design.

What colours are available?

Willow Slippers are available in six colours:

• Midnight — black

• Smoke — charcoal grey

• Moss — green

• Blush — soft pink

• Cloud — cream-white

• Coffee — brown

Are Willow Slippers warm?

Yes. Willow is designed with a soft plush lining to help keep your feet warm and comfortable through cooler mornings, relaxed evenings and everyday moments at home.

Are they soft inside?

Yes. The inner lining and insole are made with short plush material for a soft, cosy feel against the foot.

Are they suitable for hard floors?

Yes. Willow has a cushioned sole designed to make walking on hard floors feel softer and more comfortable. The textured outsole also helps provide added grip on common indoor surfaces such as tiles, timber, laminate and vinyl.

Can I wear them outside?

Willow is designed primarily for indoor home comfort. They may be suitable for quick, light use on clean, dry covered areas, such as a balcony or porch, but they are not designed as outdoor shoes.

What are they made from?

Willow features a smooth PU upper, short plush lining and insole, and a thick cushioned EVA outsole.

Are Willow Slippers waterproof?

The smooth PU upper is designed to be easy to wipe clean and may help protect against small everyday spills. However, Willow Slippers are not designed to be soaked, machine washed, or worn in wet outdoor conditions.

Sizing and fit

Do Willow Slippers run true to size?

Willow Slippers have a cosy, snug fit and may run small. We recommend choosing one size up from your usual size.

What size should I choose?

Use our size guide below as a general guide:

I am between sizes. What should I do?

If you are between sizes, prefer a roomier fit, or plan to wear thicker socks, we recommend sizing up by 1–2 sizes.

Can I exchange for another size?

Yes, size exchanges may be available within the return period, provided the slippers are unworn, unused, clean, and in their original condition. Exchanges are subject to stock availability.

Please contact us at https://olliva.com.au/pages/contact with your order number so we can help.

Shipping

Where do you ship?

We currently ship worldwide! Available shipping locations may vary depending on your address, carrier services and store settings.

Do you offer free shipping?

Yes, we offer free shipping where stated on our website or at checkout. Any free shipping offer may be subject to location, order value or promotional conditions.

How long will my order take to arrive?

Delivery timeframes may vary depending on your location, carrier delays, peak periods, public holidays and other factors outside our control.

Estimated delivery details will be shown on our website or at checkout where available.

Will I receive tracking?

Where tracking is available, you will receive a shipping confirmation email with tracking details once your order has been dispatched.

My tracking has not updated. What should I do?

Tracking can sometimes take time to update after your order has been dispatched. If your tracking has not updated after a reasonable period, please contact us at https://olliva.com.au/pages/contact with your order number.

What if I entered the wrong address?

Please contact us as soon as possible at https://olliva.com.au/pages/contact.

We will do our best to update your address before dispatch, but we cannot guarantee changes once an order has been processed or shipped.

Returns and refunds

What is your return policy?

We accept change of mind returns within 14 days of delivery, provided the item is unworn, unused, clean, in its original condition, and returned in its original packaging where possible.

For hygiene reasons, slippers and footwear must be returned in a clean, unworn condition.

Can I return worn slippers?

No. Unless required under Australian Consumer Law, we cannot accept returns for slippers that have been worn, used, marked, washed, damaged, stained, affected by odour, or exposed to pet hair.

What if my item is faulty, damaged or incorrect?

Please contact us as soon as possible at https://olliva.com.au/pages/contact with your order number, a description of the issue, and clear photos or videos.

If your item is confirmed to have a fault or issue covered by Australian Consumer Law, we will provide an appropriate remedy.

Do I have to pay return shipping?

For change of mind returns or exchanges, customers are responsible for return shipping costs.

If your item is confirmed to be faulty, damaged, incorrect, or otherwise covered by Australian Consumer Law, we will provide a remedy in accordance with the law, which may include covering reasonable return shipping costs where required.

How long does a refund take?

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method. Please allow time for your bank, card issuer or payment provider to process the refund.

Orders and payments

What currency will I be charged in?

Prices on our website may be shown in Australian dollars or your local currency depending on your location, selected market, browser settings and Shopify settings.

The final price, shipping fees, taxes, duties and any applicable charges will be shown at checkout before you complete your purchase.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at https://olliva.com.au/pages/contact.

We will do our best to help, but we cannot guarantee changes or cancellations once an order has been processed, packed or dispatched.

I did not receive my order confirmation. What should I do?

Please check your junk or spam folder first. If you still cannot find it, contact us at https://olliva.com.au/pages/contact with the name and email address used at checkout.

Care

How do I clean Willow Slippers?

Gently wipe the outer with a soft damp cloth and allow them to air dry naturally.

Avoid machine washing, soaking, tumble drying, harsh cleaning products or placing them near direct heat.

Can I machine wash them?

No. We do not recommend machine washing Willow Slippers, as this may affect their shape, texture and durability.

How should I store them?

Store your slippers in a cool, dry place away from direct sunlight, moisture and heat.

Gifting

Are Willow Slippers a good gift?

Yes. Willow’s soft feel, cosy design and considered colour range make them a thoughtful gift for birthdays, winter, housewarmings, self-care moments or everyday comfort.

Which colour is best for gifting?

For a classic gift, we recommend Cloud, Smoke or Midnight. For something softer and more playful, choose Blush or Moss.

Still need help?

We’re happy to help with sizing, orders, returns or product questions.

Email us at https://olliva.com.au/pages/contact and include your order number if your question is about an existing order.