Shipping policy
Thank you for shopping with Olliva.
This Shipping Policy explains how we process, ship and deliver orders placed through our website.
1. Order processing
Orders are processed after your payment has been received and confirmed.
We aim to process orders within 1-3 business days, excluding weekends, public holidays and peak promotional periods.
During busy periods, processing times may be slightly longer. If there is a significant delay with your order, we will contact you using the email address provided at checkout.
2. Shipping locations
We currently ship worldwide.
Available shipping locations may vary depending on your address, product availability, carrier services and store settings.
If we are unable to ship to your location after your order has been placed, we will contact you and arrange an appropriate solution.
3. Shipping rates
Shipping rates are calculated and displayed at checkout before you complete your purchase.
From time to time, we may offer free shipping promotions. Any free shipping offer may be subject to conditions such as location, order value, product type or promotional period.
If your order qualifies for free shipping, this will be shown at checkout.
4. Delivery timeframes
Estimated delivery timeframes are 10 - 15 business days.
Delivery timeframes are estimates only and are not guaranteed. Actual delivery times may vary depending on your location, carrier delays, customs processing, public holidays, peak periods, weather events or other circumstances outside our control.
We will do our best to provide accurate delivery information, but we are not responsible for delays caused by shipping carriers, customs authorities or events beyond our reasonable control.
5. Order tracking
Where tracking is available, you will receive a shipping confirmation email with tracking details once your order has been dispatched.
Please allow time for tracking information to update after you receive your confirmation email.
If you have not received tracking details within the expected processing timeframe, please contact us at https://olliva.com.au/pages/contact.
6. Incorrect or incomplete addresses
Please ensure your shipping address is complete and accurate before placing your order.
Olliva is not responsible for orders that are delayed, lost, returned or delivered incorrectly due to an incorrect or incomplete address provided at checkout.
If you notice an error in your shipping address, please contact us as soon as possible at https://olliva.com.au/pages/contact.. We will do our best to update the address before dispatch, but we cannot guarantee changes once an order has been processed or shipped.
If an order is returned to us due to an incorrect or incomplete address, additional shipping fees may apply to resend the order.
7. Lost, delayed or missing parcels
If your order appears to be delayed or missing, please contact us at https://olliva.com.au/pages/contact. with your order number.
We will review the tracking information and assist where possible.
In some cases, we may need to contact the carrier or request that you allow extra time for the parcel to be delivered.
If a product cannot be supplied within a reasonable time, or if there is an issue that is covered by Australian Consumer Law, we will provide an appropriate solution.
8. International shipping, customs and duties
If we ship to your country, your order may be subject to customs duties, import taxes, VAT, tariffs, brokerage fees or other charges imposed by your local authorities.
These charges are not included in the product price or shipping cost unless clearly stated at checkout.
You are responsible for any customs duties, taxes or import fees that apply to your order.
Customs processing may also cause delivery delays outside our control.
If you refuse to pay customs or import charges and the parcel is returned to us, any refund will be assessed once the parcel is received back by us, less any shipping costs, return costs, customs charges or carrier fees we incur, unless otherwise required by law.
9. Delivery issues after delivery
Once an order has been marked as delivered to the address provided at checkout, responsibility for the safe keeping of the parcel passes to you.
If your tracking shows delivered but you cannot locate your parcel, please check:
- your front door, mailbox, parcel locker or reception area;
- with other members of your household;
- with neighbours or building management;
- whether the carrier has left a delivery photo or delivery note.
If you still cannot locate your parcel, contact us at https://olliva.com.au/pages/contact. and we will assist where possible.
10. Split shipments
In some cases, items in the same order may be shipped separately due to stock availability, fulfilment location or carrier requirements.
If your order is split into multiple shipments, you may receive more than one tracking number.
11. Order changes and cancellations
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 assist, but we cannot guarantee changes or cancellations once an order has been processed, packed or dispatched.
12. Contact us
For questions about shipping or delivery, please contact us at:
Olliva
Email: https://olliva.com.au/pages/contact.