Thank you for visiting our website. We are committed to providing clear, reliable, and professional customer support for customers purchasing T-shirts from our online store. If you have any questions about our products, orders, payments, deliveries, returns, refunds, or general website services, you may contact us using the details below.
1. Company Information
Company Name: Olivane
Address: 44 MANOR WAY, MITCHAM, CR4 1EE
Telephone: +44 7845714162
Email: support@olivane.online
2. General Customer Enquiries
Customers may contact us for general questions regarding our website, T-shirt products, ordering process, product information, delivery arrangements, payment matters, returns, refunds, or other matters connected with purchases made through our website.
When contacting us, please provide sufficient information about your enquiry so that we can understand your request and respond appropriately.
3. Order Enquiries
If your enquiry relates to an existing order, please include the relevant order information in your message wherever available.
Useful information may include your order number, the name used when placing the order, the email address associated with the order, the product concerned, and a clear description of the issue.
Providing accurate order information may help us identify your purchase and respond more efficiently.
4. Product Information Enquiries
Customers may contact us before placing an order if they require additional information about a T-shirt displayed on our website.
Enquiries may relate to product descriptions, available options, sizing, materials, colours, product characteristics, or other information displayed on the relevant product page.
We recommend reviewing all available product information carefully before completing a purchase.
5. Size and Fit Questions
If you require assistance regarding the size or fit of a T-shirt, you may contact us before ordering.
Any sizing information or guidance we provide is intended to assist customers in making an informed choice. Actual fit may vary depending on individual body measurements, preferred fit, product construction, and other factors.
6. Payment Enquiries
If you experience a problem while attempting to complete payment through our website, you may contact us with details of the issue.
For security reasons, customers should not send complete payment card details, passwords, security codes, or other highly sensitive payment information by email or telephone.
We will only require information that is reasonably necessary to identify the relevant order or payment issue.
7. Shipping and Delivery Enquiries
Customers may contact us regarding the shipping or delivery status of an order.
If contacting us about delivery, please provide your order details and explain the nature of the enquiry, such as a delayed parcel, delivery issue, incorrect delivery information, or another shipping-related concern.
Delivery times may vary depending on the destination, carrier processing, transportation conditions, customs procedures where applicable, and circumstances outside our reasonable control.
8. Incorrect or Missing Items
If you believe that an item is missing from your order or that you have received an incorrect T-shirt, please contact us as soon as reasonably possible.
Please provide your order information and a clear explanation of the issue. Where useful, we may ask for photographs or other information that allows us to assess the matter accurately.
9. Damaged or Defective Products
If a product arrives damaged, defective, or materially different from what was ordered, please contact us and provide sufficient information about the problem.
Depending on the circumstances, we may request photographs showing the condition of the product, packaging, labels, or other relevant details.
Any request for information is intended to help us assess the issue and determine an appropriate resolution.
10. Return Enquiries
Customers who wish to ask about returning a product may contact us using the email address provided above.
Please include your order details, the product concerned, and the reason for your return enquiry where relevant.
Return requests are handled in accordance with the return and refund terms applicable to purchases made through our website and any mandatory rights available under applicable UK consumer law.
11. Refund Enquiries
If you have already requested or been notified of a refund and wish to ask about its status, please contact us with the relevant order details.
Where a refund has been approved, the time required for funds to appear may depend on the payment method and the processing procedures of the relevant payment provider or financial institution.
12. Order Changes
If you wish to request a change to an order, please contact us as soon as possible.
Depending on the status of the order, it may not always be possible to modify product selections, sizes, quantities, delivery information, or other order details after an order has been submitted or processed.
We will review reasonable requests where possible but cannot guarantee that a requested change can be completed.
13. Order Cancellation Enquiries
If you wish to ask whether an order can be cancelled, please contact us as soon as possible and provide your order details.
Whether cancellation can be completed may depend on the processing or dispatch status of the order and the rights available to the customer under applicable law.
If an order has progressed too far for cancellation, other applicable return rights may still be available.
14. Website or Technical Problems
If you experience a technical problem while using our website, such as difficulty accessing a page, adding a product to your basket, completing checkout, or viewing order information, you may contact us.
Please describe the issue clearly and, where possible, provide details about the page or action affected.
Do not send passwords or other confidential account credentials when reporting a technical issue.
15. Personal Information Enquiries
Customers may contact us with questions concerning personal information submitted through our website or used in connection with an order.
If necessary, we may request reasonable information to verify the identity of the person making the request before providing information or taking action relating to personal data.
This is intended to help protect customer information from unauthorised access or disclosure.
16. Complaints
If you are dissatisfied with a product, order, customer service matter, or another aspect of your experience with our website, you may submit a complaint by email.
Please provide a clear description of the issue, relevant order information where applicable, and the resolution you are seeking.
We will review complaints based on the information available and seek to respond in a fair and appropriate manner.
17. Information Required When Contacting Us
To help us handle your enquiry efficiently, please provide only information that is relevant to your request.
Depending on the issue, this may include your name, order number, contact email address, product information, delivery information, photographs, or a description of the problem.
Customers should not send unnecessary confidential or sensitive information.
18. Communication Accuracy
Please ensure that the contact details you provide to us are accurate.
If an incorrect email address, telephone number, delivery address, or other contact detail is provided, this may affect our ability to respond to your enquiry or assist with your order.
We are not responsible for communication difficulties resulting from inaccurate information provided by the customer.
19. Customer Communication Standards
We aim to communicate with customers professionally and respectfully.
Customers are also expected to communicate in a reasonable and respectful manner when contacting us.
We reserve the right to limit or refuse communications that are abusive, threatening, fraudulent, unlawful, excessively repetitive, or unrelated to legitimate customer service matters.
20. How to Contact Us
For customer service, product enquiries, order enquiries, delivery questions, return or refund matters, complaints, or other questions relating to our website, please contact:
Olivane
44 MANOR WAY, MITCHAM, CR4 1EE
Telephone: +44 7845714162
Email: support@olivane.online