FAQ
Frequently Asked Questions
How do I place an order?
To place an order:
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Browse our products and select the item you would like to purchase.
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Choose the available product options, where applicable.
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Click Add to Cart.
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Review the items and quantities in your shopping cart.
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Proceed to checkout.
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Enter your contact, shipping, and billing information.
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Apply a valid discount code, if available.
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Select an available payment method.
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Review your order carefully and complete your purchase.
After your order has been successfully submitted, you will receive an order confirmation email containing your order number and purchase details.
If you experience any difficulty during checkout, please contact:
What should I do if my order arrives with missing or incorrect items?
If your order contains a missing or incorrect item, please contact:
Please include:
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Your order number;
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A description of the issue; and
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Clear photos or videos where relevant.
Our customer support team will review the issue and provide an appropriate replacement, refund, or return solution.
Please do not return an incorrect item unless our customer support team instructs you to do so.
How will I know my order was submitted successfully?
After successfully placing an order, you will receive a confirmation email containing your:
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Order number;
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Purchased items; and
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Order details.
If you do not receive a confirmation email, please check your spam or junk folder before contacting customer support.
Can I modify my order after placing it?
Please contact us as soon as possible if you need to modify an order.
Order changes may be requested before the order enters the processing stage.
Once processing or shipment preparation has begun, changes cannot be guaranteed.
To request a modification, contact:
Please include your order number and the requested change.
How do I add an item to my shopping cart?
Open the product page for the item you want to purchase.
Select the available options, such as quantity or variation, and click Add to Cart.
You can then continue shopping or proceed to checkout.
How can I view my shopping cart?
Click the shopping cart icon on the Site.
From your cart, you can:
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Review selected products;
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Adjust quantities;
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Remove items; and
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Proceed to checkout.
How do I remove an item from my shopping cart?
Open your shopping cart and locate the item you want to remove.
Use the available Remove option or reduce the quantity to zero, depending on the cart controls displayed on your device.
Your cart total will update accordingly.
How do I change the quantity of an item in my cart?
Open your shopping cart and adjust the quantity shown next to the applicable product.
The cart subtotal should update automatically after the quantity is changed.
Which web browsers are recommended?
For the best shopping experience, we recommend using an up-to-date version of a modern browser, such as:
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Google Chrome;
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Safari;
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Mozilla Firefox; or
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Microsoft Edge.
Using an outdated browser may affect certain Site features or checkout functionality.
What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on availability, these may include major credit or debit cards and supported digital payment services such as PayPal or Apple Pay.
Please review the checkout page for the payment methods currently available for your order.
How do I pay with PayPal?
If PayPal is available at checkout, select the PayPal option when choosing your payment method.
You may be redirected to PayPal to securely complete the transaction.
After successful payment, you will return to the Site or receive confirmation that your order has been placed.
How do I use a discount code?
If you have a valid promotional or discount code:
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Add your selected products to the cart.
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Proceed to checkout.
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Enter the code in the available Discount Code or promotional field.
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Click Apply.
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Confirm that the discount appears in your order summary before completing payment.
Discount codes may be subject to eligibility requirements, expiration dates, exclusions, or other promotional conditions.
Where can I find your return and refund rules?
Please review our Return & Refund Policy for complete information regarding:
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Return eligibility;
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Return windows;
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Return procedures;
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Return shipping costs;
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Damaged or incorrect items;
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Order cancellations; and
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Refund processing.
If you need additional assistance, please contact:
How do I request a return?
Before returning an item, please contact:
Please provide:
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Your order number;
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The item you wish to return;
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The reason for the return; and
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Photos or videos where relevant.
Once your request has been reviewed, our customer support team will provide or confirm the appropriate return instructions.
Please do not send a return without first receiving return instructions from our customer support team.
For complete requirements, please review our Return & Refund Policy.
What is your order cancellation policy?
Cancellation requests should be submitted as soon as possible.
Orders may be cancelled before they enter the processing stage.
Once processing or shipment preparation has begun, cancellation cannot be guaranteed. Orders that have already been dispatched cannot be cancelled and must instead follow the applicable return process.
To request a cancellation, contact:
For complete cancellation and refund rules, please review our Return & Refund Policy.
Can I change my shipping address after placing an order?
Please contact us as soon as possible if you need to change your shipping address.
Address changes may be requested before the order enters the processing stage.
Once processing or shipment preparation has begun, address changes cannot be guaranteed.
Contact:
Please include your order number and the correct shipping address.
How long does shipping take?
Orders are typically processed within 5 business days after payment has been confirmed.
After dispatch, standard delivery typically takes approximately 10–20 business days.
Delivery estimates may vary depending on the destination, customs clearance, carrier operations, public holidays, weather conditions, or other logistics circumstances.
For complete information, please review our Shipping Policy.
How much does shipping cost?
We offer FREE standard shipping on all orders.
There is no minimum purchase requirement for free standard shipping.
If optional expedited or alternative shipping methods are available, any applicable charges will be displayed before checkout.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.
Tracking information may take some time to become active after the carrier receives the package.
If your tracking information has not updated for an extended period, please contact:
Do you offer international shipping?
Yes. We offer international shipping to supported destinations.
If we are unable to ship to your selected destination, we will contact you using the information provided with your order and assist with an appropriate solution.
Is online ordering secure?
We take reasonable measures to protect information submitted through our Site.
Payment transactions are processed through secure payment service providers, and sensitive payment information is transmitted using industry-standard security technologies.
However, no online system can guarantee absolute security.
For more information about how we handle personal information, please review our Privacy Policy.
Is it safe to enter payment information on the Site?
Payment information is processed through secure payment providers using appropriate technical and security measures.
Where payment details are processed directly by a third-party payment provider, we do not directly store complete payment card information.
Please ensure that you are using the official olyveixa.com website when entering payment details.
How is my personal information handled?
We collect, use, disclose, and protect personal information in accordance with our Privacy Policy and applicable privacy laws.
Personal information may be shared with service providers where reasonably necessary to:
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Process payments;
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Fulfill and ship orders;
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Provide customer support;
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Operate the Site;
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Prevent fraud; or
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Comply with legal obligations.
We do not use personal information in a manner inconsistent with our Privacy Policy.
For privacy-related questions, contact:
What are your customer service hours?
Our customer support team is available during the following hours:
9:00 AM–6:00 PM PDT
For assistance, please email:
Response times may vary during weekends, public holidays, promotional periods, or unusually high inquiry volumes.