FAQ
Find quick answers to the questions we hear most often. Can't find what you're looking for? Visit our contact page or email us at info@oliviaboutiquelondon.com — we aim to respond within 24 hours.
Ordering & Payment
Which payment methods do you accept?
You can pay securely with major credit and debit cards including Visa and Mastercard, as well as digital wallets such as Apple Pay and Google Pay. All available options are shown at checkout.
Is it safe to pay on your website?
Yes. When you check out, you are redirected to our secure payment gateway, and all payment data is processed over an encrypted connection. We never store your full card details.
Can I cancel or change my order?
Yes — contact us at info@oliviaboutiquelondon.com with your order number as soon as possible, ideally within 24 hours of purchase. Because we process orders quickly, changes may not be possible once your order has been dispatched. If you are in the UK or EU, you also have the legal right to cancel within 14 days of receiving your goods — see our Terms of Service.
Shipping & Delivery
How long does it take to process my order?
Please allow 1–3 working days (Monday to Friday) for us to process and ship your order. Our order cut-off time is 6:00 PM (GMT): orders placed before then start processing the same working day, orders after that start the next working day.
How long does delivery take?
For the United Kingdom: Free Shipping takes 5–8 business days and Express Shipping takes 3–4 business days. Business days exclude weekends and public holidays. These are estimates and may occasionally vary due to carrier or customs delays.
Which carriers do you use?
Depending on your location and the shipping option you select, your order is delivered by Royal Mail, DPD, DHL, UPS or Hermes.
How do I track my order?
Every order is shipped with a tracking number. You can track your parcel at any time on our order tracking page using your tracking number or order number.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. You can return any item within 30 days of receiving it for a full refund, as long as it is unused, unwashed and in its original condition (with original packaging where possible). There are no restocking fees or hidden charges. See our full Return & Refund Policy.
How do I start a return?
Email us at info@oliviaboutiquelondon.com within 30 days of receiving your order. Include your order number and a short note describing your return request, and we will send you the return instructions. Please contact us before sending anything back — returns sent without contacting us first may not be accepted.
Who pays for return shipping?
If your item is faulty, damaged or incorrect, we cover all return costs and provide a prepaid return label. For all other returns, the customer is responsible for the cost of return postage.
My item arrived damaged or incorrect — what do I do?
Contact us straight away at info@oliviaboutiquelondon.com, ideally within 7 days of delivery. You are entitled to a full refund or replacement, including all postage costs, in line with the Consumer Rights Act 2015.
When will I receive my refund?
Once we receive and inspect your return, we confirm by email and issue your refund within 3–5 business days to your original payment method. Your bank or card issuer may need additional time to post the amount to your account.
Contact
Store name: Oliviaboutiquelondon
Company name: Fritten Factory Berlin UG
Company address: Friedrichsstraße 171, 10117 Berlin, Germany
Company number: HRB 282989 B
Email: info@oliviaboutiquelondon.com
Phone number: +44 7451 259139
We aim to respond to your inquiries within 24 hours.
Customer Service Hours
Business Days: Monday to Friday, 9am – 6pm GMT
Saturday and Sunday: Closed