FAQ

How can I get in contact with Olive Rae?

You can email our customer service team at support@olive-rae.com Please send us a message, and we will respond as soon as possible. Note that we do not offer customer service via Instagram or Facebook. Multiple emails may cause processing delays, so please avoid sending duplicates.

What are your customer service hours?

Our customer service is available Monday to Friday from 09:00 to 17:00 (GMT).

Which payment methods do you accept?

We accept the following payment methods:

• PayPal: You will be redirected to PayPal to log in or register. You can pay via PayPal credit, direct debit, or credit card.

• Credit Card: We accept VISA, MasterCard, American Express, Union Pay, Apple Pay, Google Pay, and Shop Pay through our secure payment provider, Stripe.

Is it safe to pay on your website?

Yes, all payments are processed securely via Stripe and PayPal with encryption to protect your data.

When will my order ship?

Orders placed before 5.00 PM UK time are shipped the same day, subject to product availability.

How can I track my order?

Once your order ships, you will receive a confirmation email with a tracking number. You can also check your order status on our Track Your Order page using your tracking number, order number, email, or phone number.

Can I change the shipping address after placing an order?

For security reasons, we cannot change the shipping address after the order has been placed.

What happens if my package is lost?

If your package does not arrive, please contact the carrier first to resolve the issue. Olive Rae is not responsible for lost or miss delivered packages. Please keep proof of postage for any returns.

Why was my order canceled?

If your order was canceled, please contact our customer service so we can assist you with the issue.

Can I cancel my order?

You may cancel your order before it ships by contacting customer service. Once shipped, cancellations are not possible.

Can I change or edit my order?

Unfortunately, orders cannot be edited after shipment. Please contact customer service immediately if you need to make changes.

How do I return an item?

Please visit our Refund Policy page for detailed instructions on returns and exchanges.

Will you refund my shipping charges if I return an item?

Shipping fees, duties, and taxes are non-refundable.

How long does it take to get a refund?

Refunds are usually processed within 7 business days after we receive your returned items.

I’m unsure about sizing. Where can I find help?

Please refer to our Size Guide for general sizing information. For specific fit questions, contact customer service via email.

Are your products eco-friendly?

Yes, we prioritize sustainability in our materials and packaging wherever possible.

Do you ship internationally?

Currently, we only ship within the UK.

Do you offer gift cards?

Gift cards are not available at this time.

How soon will customer service respond to my query?

We aim to respond to all emails within 1-2 hours.

If you have any other questions, please feel free to reach out to us at support@olive-rae.com