Frequently Asked Questions (FAQ)

Have a question? Below you will find answers to the most common questions about shipping, delivery, returns, refunds, payments, and customer service at Oliver Mae.

If you cannot find the answer you are looking for, please contact us at info@oliver-mae.com.

Shipping & Delivery

1. What are your delivery terms?

We offer Free Standard Shipping on all orders delivered within the United Kingdom. Every order is carefully processed, checked, and prepared before dispatch.

2. Where do you deliver?

We currently deliver to customers within the United Kingdom.

3. Can I have my order sent to a collection point or locker?

At this time, we only deliver to the residential or business address entered during checkout. We do not deliver to PO Boxes, BFPO addresses, collection points, or automated parcel lockers.

4. What are your delivery times?

  • Order cut-off time: 18:00 CET, Monday to Friday
  • Handling time: 1–3 business days, Monday to Friday
  • Transit time: 7–15 business days, Monday to Friday
  • Total estimated delivery time: 8–18 business days from the date of purchase

Orders placed after the cut-off time, during the weekend, or on public holidays will begin processing on the next business day.

5. How do I track my delivery?

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number, where available.

Please allow some time for tracking information to update after your parcel has been handed over to the courier.

6. Which shipping partners do you use?

Orders may be delivered by trusted delivery partners such as Royal Mail, Evri, DHL, or other suitable courier services depending on the destination and shipment type.

7. What if my package is delayed or missing?

If your order has not arrived within the estimated delivery time, please first check your tracking information.

If there are no recent updates or you need assistance, contact us at info@oliver-mae.com with your order number and the email address used at checkout.

8. What if my item arrives damaged?

If your item arrives damaged, defective, or incorrect, please contact us at info@oliver-mae.com as soon as possible.

Please include your order number and clear photos of the item and packaging so we can review the issue and assist you with a suitable solution.

Returns & Refunds

9. How do I return an item?

You can request a return within 30 days of receiving your order.

To start a return, please contact us at info@oliver-mae.com with your order number and reason for return.

Returned items must be unused, unwashed, in their original condition, and include all original tags and packaging.

10. Can I cancel my order?

You may request an order cancellation within 12 hours of placing your order.

Please email us as soon as possible at info@oliver-mae.com.

If your order has already been processed or dispatched, it can no longer be cancelled and must be handled according to our return process.

11. When will I receive my refund?

Once your return has been received and inspected, approved refunds are processed to your original payment method within 7 business days.

Please note that your bank, card provider, or payment provider may take additional time to make the funds visible in your account.

12. Who pays for return shipping?

  • Faulty, damaged, or incorrect items: Oliver Mae covers the return shipping costs.
  • Change of mind: The customer is responsible for the return shipping costs.

Payments & Security

13. Which payment methods do you accept?

We accept secure payment methods, including:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay

14. In which currency are payments processed?

All transactions are processed in GBP (£), so customers in the United Kingdom can pay in their local currency.

15. Are my payments secure?

Yes. Payments are processed through secure third-party payment providers using industry-standard security measures.

Our website uses SSL encryption, and full payment card details are not stored on our own systems.

Orders & Customer Support

16. I entered the wrong address. What should I do?

Please contact us immediately at info@oliver-mae.com.

We can only update an address if the order has not yet entered the processing or dispatch stage.

17. How can I contact customer service?

You can contact our customer service team by email at info@oliver-mae.com.

Please include your order number when contacting us about an existing order, so we can assist you faster.

Contact Information

Customer Service Opening Hours

  • Monday – Friday: 09:00 – 18:00
  • Saturday: 10:00 – 16:00
  • Sunday and public holidays: Closed