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HAS MY ORDER BEEN SHIPPED OUT YET?
As soon as your order is dispatched from our warehouse, you will be sent an email to confirm that it's on its way.
Deliveries will be made within 3-4 working days after you place your order [excluding Weekends]
UK Delivery is FREE and your order will be sent out via our courier.
Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day.
Our carrier will deliver your parcel between 7am and 9pm. A signature may be required on receipt. If you are not around to accept your parcel, the carrier may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain) if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done.
If the parcel can't be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you how you can pick it up.
DO YOU DELIVER TO WORK ADDRESSES?
We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.
Unfortunately we cannot offer free delivery to addresses outside the UK. Please email firstname.lastname@example.org to ask about international delivery options.
I HAVE RECEIVED A FAULTY ITEM
We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team.
We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.
Please include as many details as possible about the order and the problem with the goods and we will get an alternative sorted out for you.
I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER
If you have received an incorrect item in your order, let us know straight away by contacting our Customer Care Team email@example.com . They will try and sort it out for you as soon as possible.
AN ITEM IS MISSING FROM MY ORDER
Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch emails to see if any of your items will be arriving separately.
If your order has been sent separately then the delivery note will only state which items should be in that part of your order.
Please check the delivery notes from each part of your order to make sure you are not missing anything.
If something is missing then please get in touch with Customer Care firstname.lastname@example.org.
OUR RETURNS POLICY
Returning Goods to Oliveira.
We want you to be delighted with your Oliveira purchase! However, if for any reason you need to return all or part of your order, please follow the steps detailed on your returns note.
You can return any item within 14 days of receipt for a refund of that item or to exchange it for a different size or colour.
We will refund the monetary value of the goods returned to us, at the price you purchased them.
In all cases, the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return. Please make sure that you are on a carpeted floor when trying on shoes.
The goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.
Returns are free for UK customers. Please use the label on your delivery and returns note, enclosed with your goods. Affix this label to your parcel and take it to the Post Office.
Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won't be able to take the action you want us to.
It can take up to 7 days for us to receive your return. However once we receive them, we will inspect and process the goods within 24 hours to ensure you receive what you want as quickly as possible.
So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your Oliveira account.
Any refund will automatically be issued to the card used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email.
In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.
I HAVE LOST MY RETURNS NOTE
Don't worry if you've lost your returns note, contact email@example.com to obtain a replacement.
I HAVE BEEN REFUNDED THE INCORRECT AMOUNT
We are very sorry if we have made a mistake on your refund. Please get in touch with our firstname.lastname@example.org who will try and sort it out for you as soon as possible.
HAVE YOU RECEIVED MY RETURNED GOODS?
As soon as your return has been processed by our warehouse, we'll email you to let you know.
In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you as soon as possible.