This Shipping Policy explains how orders for T-shirts are processed, prepared, dispatched, delivered, and handled in relation to shipping matters. It applies to purchases made through our website and should be read carefully before placing an order.
1. Company and Shipping Contact Information
Orders are handled by:
Olivane
44 MANOR WAY
MITCHAM
CR4 1EE
United Kingdom
Telephone: +44 7845714162
Email: support@olivane.online
Customers may contact us using the details above if they have questions regarding order processing, dispatch, delivery, shipping information, or problems concerning an order.
2. Order Processing
After an order is successfully placed, it will enter our order processing procedure.
During processing, we may review the order information, payment status, product details, quantity, shipping information, and other information necessary to prepare the order for dispatch.
Orders will only be prepared for shipment after the required order and payment information has been successfully received.
Processing time may vary depending on order volume, product availability, operational requirements, public holidays, weekends, or circumstances outside our reasonable control.
3. Shipping Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
The shipping address should include all information necessary for successful delivery, including the recipient's name, street address, building or unit information where applicable, postcode, city or town, and country.
Customers should carefully review their shipping information before completing an order.
If incorrect, incomplete, or outdated shipping information is provided, delivery may be delayed, unsuccessful, redirected, returned, or otherwise affected.
4. Address Changes
If a customer notices an error in the shipping address after placing an order, the customer should contact us as soon as possible at support@olivane.online.
We will make reasonable efforts to update the address when the order has not yet been processed or dispatched.
However, once an order has entered the shipping process or has been handed over for delivery, we may not be able to change, redirect, or correct the delivery address.
Customers remain responsible for ensuring that the shipping information submitted at checkout is accurate.
5. Dispatch of Orders
An order is considered dispatched once it has been prepared and transferred into the applicable delivery process.
Dispatch does not mean that the order has already been delivered.
Delivery begins after dispatch and may involve transportation, sorting, local distribution, and final delivery procedures.
Actual delivery times may therefore vary after an order has been dispatched.
6. Estimated Delivery
Any delivery estimate provided in connection with an order should be treated as an estimate rather than a guaranteed delivery date unless expressly stated otherwise.
Delivery may be affected by circumstances including transportation delays, operational disruptions, severe weather, public holidays, high shipping volumes, customs procedures, local delivery conditions, or other events outside our reasonable control.
We will make reasonable efforts to ensure orders are prepared and dispatched appropriately, but we cannot guarantee that every shipment will arrive on a specific date.
7. Shipping Charges
Where shipping charges apply, the relevant amount will be presented to the customer during the order process before the purchase is completed.
Shipping charges may depend on the delivery destination, order characteristics, delivery method, or other shipping-related factors.
Customers will have the opportunity to review applicable shipping charges before confirming their order.
8. Order Tracking
Where tracking information is available for an order, it may be provided after dispatch.
Tracking information may require time to become active after the order has entered the delivery network.
Tracking updates are generally provided by the delivery system responsible for transporting the parcel.
The timing and frequency of tracking updates may therefore vary.
A temporary lack of tracking movement does not necessarily mean that a parcel has been lost or that delivery has stopped.
9. Delivery Delays
Occasional delivery delays may occur.
Possible causes include unusually high order volumes, transportation disruption, severe weather conditions, local delivery restrictions, public holidays, customs processing, incomplete shipping information, or other circumstances outside our reasonable control.
If an order appears to be significantly delayed, customers may contact us at support@olivane.online so that we can review the available order and shipping information.
10. Failed Delivery Attempts
Customers should ensure that the delivery location is accessible and that the shipping information provided allows the order to be delivered successfully.
If delivery cannot be completed, the parcel may be held for collection, subject to another delivery attempt, redirected, or returned depending on the applicable delivery procedure.
Customers should follow any delivery instructions made available in connection with their shipment.
We are not responsible for delays caused by a customer's failure to provide accurate delivery information or to respond appropriately to delivery arrangements.
11. Returned Shipments
A parcel may be returned when delivery cannot be completed.
This may occur because of an incorrect or incomplete address, repeated unsuccessful delivery attempts, failure to collect a parcel, refusal of delivery, or another delivery-related issue.
If a shipment is returned, customers should contact us so that the circumstances can be reviewed.
Any further action will depend on the reason for the return and the status of the order.
12. Lost Parcels
If a customer believes that an order has been lost during delivery, the customer should contact us with the relevant order information.
We may review available shipping details, tracking information, and delivery records in order to determine the status of the shipment.
A parcel should not automatically be considered lost simply because tracking information has not recently changed or because the estimated delivery period has passed.
Appropriate investigation may be required before a shipment can be confirmed as lost.
13. Damaged Parcels
If a parcel arrives visibly damaged, customers should inspect the contents as soon as reasonably possible.
If the T-shirt or other contents have been damaged during transportation, customers should contact us promptly and provide sufficient information about the issue.
We may request photographs or other reasonable evidence showing the condition of the parcel and product so that the matter can be properly assessed.
14. Missing or Incorrect Items
Customers should check their order after delivery.
If an item is missing or if the delivered item is different from the item ordered, customers should contact us at support@olivane.online.
When contacting us, customers should provide sufficient order information and a clear description of the issue.
We may request additional information or photographs where reasonably necessary to investigate the matter.
15. Split Shipments
In some circumstances, products from the same order may be delivered separately.
This may occur because of fulfilment arrangements, product availability, packaging requirements, operational circumstances, or shipping procedures.
When an order is divided into multiple shipments, the parcels may arrive on different dates.
Customers should therefore review the available shipping information before assuming that part of an order is missing.
16. International Delivery and Customs
Where an order is delivered outside the United Kingdom, the shipment may be subject to customs procedures, import requirements, local taxes, duties, fees, or other charges imposed by the destination country.
Such requirements may vary depending on the destination and applicable local rules.
Customs procedures may also affect delivery times.
Where charges are imposed directly by authorities or other third parties in the destination country, they are separate from the price charged by us unless expressly stated otherwise during the order process.
17. Risk During Delivery
We take reasonable care when preparing orders for dispatch.
Customers should provide a secure and suitable delivery address.
Where a customer gives specific delivery instructions, including permission for a parcel to be left in a designated location, the customer should carefully consider whether that location is safe and appropriate.
Delivery arrangements may affect responsibility for the parcel once it has been delivered in accordance with the applicable instructions and delivery records.
Nothing in this Shipping Policy is intended to limit any rights that customers may have under applicable UK consumer law.
18. Delivery Confirmation
A shipment may be considered delivered where the available delivery information confirms that it has been delivered to the address supplied with the order or handled in accordance with applicable delivery instructions.
If tracking information states that a parcel has been delivered but the customer cannot locate it, the customer should first check the delivery location, household members, building reception, authorised safe locations, and any available delivery information.
If the parcel still cannot be located, the customer may contact us for further assistance.
19. Circumstances Outside Our Control
We are not responsible for shipping delays caused by events that are beyond our reasonable control.
These events may include severe weather, transport disruption, strikes, governmental measures, customs delays, emergencies, system failures, carrier disruptions, natural events, or other circumstances that materially affect transportation or delivery services.
Where such circumstances occur, delivery may take longer than normally expected.
We will make reasonable efforts to assist customers where appropriate and where sufficient shipment information is available.
20. Shipping Support
Customers may contact us regarding shipping questions, delivery concerns, incorrect shipping information, delayed orders, missing items, damaged parcels, or other shipping-related matters.
Please provide sufficient information to allow us to identify and review the relevant order.
Shipping enquiries may be sent to:
Olivane
44 MANOR WAY
MITCHAM
CR4 1EE
United Kingdom
Telephone: +44 7845714162
Email: support@olivane.online