FAQS

Please note that products available at www.olivioandco.eu only ship within the Europe. For updates on shipping expansion, please subscribe to the Olivio & Co Newsletter or contact us at e-service-eu@olivioandco.com

• Upon receiving the parcel, start by checking if the package itself is damaged. If the package appears intact, proceed to inspect the products to ensure they are in good condition. In case of any issues mentioned above, kindly refuse to sign for the parcel and promptly contact us.
• If you encounter a situation where the parcel must be signed for before inspection, please sign for it and open the package in the presence of the courier. After thorough inspection, if everything is in order, you can provide the signed receipt to the courier. However, if any issues arise during the inspection, please notify the courier immediately and contact us. It is advisable to take clear and identifiable pictures of the package box, product boxes, products etc.
• Failure to check and sign for the parcel, or having someone else sign on your behalf, implies the termination of the logistics' commitment to transportation risk. We appreciate your understanding in this matter.

If you are unavailable to sign for your package, we recommend reaching out directly to the carrier to arrange a new delivery appointment or to specify a Safeplace. Alternatively, you can opt to pick up the package from the local shipping location at a later time.
Please note that redirecting your package to an alternative location may incur an additional fee.
For any assistance, feel free to contact us via email at e-service-eu@olivioandco.com.

We need 1 -2 working days to proceed your order, and shipping time takes 2 – 7 working days vary from different countries.

You can also choose Express Delivery normally takes 1 – 2 days.

Please note: 

• Delivery Time does not include the processing time required to process your order from the date your order is placed.
• Make sure to confirm your shipping address before and after your order is placed, as a later change of address is not possible. Please note: To receive the notice from us, please make sure your e-mail or phone number is correct and available.

• After you placed your order, it will be shipped within 1-2 working days. During peak periods such as sales or holidays, processing times may extend. If your order is made after business hours, Fridays and weekends, please anticipate it to be processed on the following business day.
• Tracking Information: A order tracking number will be emailed to you once your items are shipped. Typically, tracking details may not update until the shipment reaches the next hub in the shipping facility during international transit. 

If there is still no shipping information after a few days, please contact us via email at e-service-eu@olivioandco.com, we will get back to you as soon as possible.

When we dispatch your packages, the tracking number might not show immediate updates as your package is in transit. Updates will be visible once it reaches the next sorting facility. It may take a few days to observe any activity after the order is shipped from our company. If there are no logistics updates after a few days, please reach out to us via email at e-service-eu@olivioandco.com, we will get back to you as soon as possible.

It's important to note that we are unable to change your shipping address once you finalize your order. Please always check very carefully your shipping address before you place your order. Your understanding is greatly appreciated.

Typically, it is advisable for you to personally sign for your parcel upon delivery. In cases where you cannot be present at the shipping address, you have the option to contact the express company and provide specific delivery instructions, such as authorizing them to leave the parcel at a designated location.

• Incorrect Address: If the address provided was incomplete, incorrect, or unclear, the parcel might have been returned.
• Recipient Unavailable: If you were not available to receive the parcel or did not arrange for someone else to receive it on your behalf, the parcel might have been returned to us.
• Refused by Recipient: if you have refused to accept parcels for various reasons, it could lead to them being returned.
• Failed Delivery Attempts: If delivery attempts were unsuccessful within a certain period, the parcel might be returned to us.
• Customs Issues: For shipments to UK, Norway and Switzerland, if there are issues with customs clearance or if you fail to pay customs duties, the parcel might be returned.
• Damaged or Unusable Packaging: If the packaging is damaged or if the parcel contents are deemed unsuitable for transport, it might be returned.
• Expired Holding Period: Some carriers hold parcels for a limited time, and if they are not collected within that period, they are returned.
• Carrier Error: Occasionally, errors made by the shipping carrier, such as misrouting or mishandling, can result in parcels being returned.

Determining the exact reason for the return would require looking into the specific circumstances of the shipment, please contact us at: e-service-eu@olivioandco.com.

Several factors could contribute to this situation:

• Misdelivery: Sometimes, delivery carriers might mistakenly deliver a package to the wrong address.
• Package Theft: Unfortunately, package theft is a common issue, especially if the package was left unattended on your doorstep or in a communal area. In such cases, the tracking system would still mark it as delivered.
• Delivery to Neighbor or Front Desk: Occasionally, delivery personnel might leave packages with neighbors or at front desks of apartment buildings or offices. It's possible that the package was delivered to someone else on your behalf, and they forgot to inform you.
• Delayed Update: Sometimes, the tracking system might show a package as delivered when it's actually still in transit. This could be due to a scanning error or a delay in updating the tracking information.
• Stolen Identity: In rare cases, someone might have fraudulently used your address to receive a package, and it was delivered to them instead.

If you haven't received a package that the tracking system shows as delivered, here's what you can do:

• Double-check the delivery address to ensure it was correct.
• Look around your property, including common areas and with neighbours, to see if the package was left elsewhere.
• Contact the delivery carrier to inquire about the delivery details and request an investigation into the situation.

If the package is still missing after thorough investigation, please contact us at: e-service-eu@olivioandco.com, we will get back to you as soon as possible.

If you're having trouble making a payment, several factors could be causing the issue:

• Technical Glitches: Online payment systems can sometimes experience technical glitches or errors, which may prevent transactions from going through. Try refreshing the page, clearing your browser cache, or using a different device or browser to see if the issue persists.
• Internet Connection Problems: If your internet connection is unstable or slow, it may interfere with the payment process. Check your internet connection and try again, preferably using a more stable connection.
• Incorrect Payment Information: Double-check the payment information you've entered, including your payment card details (card number, expiration date, CVV), billing address, and any other required information. Even small errors can cause payment failures.
• Insufficient Funds: Ensure that you have sufficient funds available in your bank account or on your payment card to cover the transaction amount. If your payment method doesn't have enough funds, the transaction will be declined.
• Payment Method Restrictions: Certain payment methods may be restricted for online transactions, depending on your location, the merchant's policies, or other factors. Check if your chosen payment method is accepted by the merchant.
• Blocked Account: If you've had payment issues in the past or if there are suspicions of fraudulent activity associated with your account, your account may have been temporarily blocked from making payments. Contact your bank or payment provider for assistance.

I f you've checked these potential issues and are still unable to make the payment online, please contact at: e-service-eu@olivioandco.com.

At OLIVIO&CO, we strive to provide you with a smooth shopping experience. Currently, we offer a simplified, efficient, and secure payment process through Credit card, Debit cards, PayPal, Apple pay. Regardless of your preferred method, the steps are straightforward.

We only accept EUR.

The timing of when you'll be charged for your online order depends on the payment method you've chosen:

• Credit/Debit Card: If you're paying with a credit or debit card, you're typically charged at the time of purchase or shortly thereafter. The charge will appear on your card statement.
• PayPal: If you're using PayPal, the payment is usually processed immediately upon completing the order.
• Digital Wallets: Payments made through digital wallets like Apple Pay is typically processed instantly.

Please keep an eye on your email or account notifications for confirmation of the payment and any updates regarding the order status

Check Expiry Date: Ensure that the promo code is still valid and hasn't expired. Keeping an eye on the expiration date is key.
Review Conditions: Make sure the code meets the specified conditions. Some codes may be applicable only to selected items or require a minimum purchase amount.
Single-Use Limit: Some promo codes are single-use only and can't be used again once they've been applied to an order.
Stacking Limitations: Certain promo codes may not be combinable with other discounts or promotions. If you're trying to stack multiple discounts, the system may not allow it.
Technical Issues: Occasionally, technical glitches on the website or in the promo code system can prevent codes from being applied. Try refreshing the page, clearing your browser cache, or using a different device or browser.

Only one discount code can be applied per order.
When on the checkout page, enter your discount code in the designated Discount Code bar, click APPLY, and the discount will be successfully applied to your order.

We are more than happy to assist and address your inquiries promptly.

Emails sent to e-service-eu@olivioandco.com will be responded as soon as possible. If you haven't received a response, here are some steps to troubleshoot:

1. Check Sent Mail and Drafts:

• Verify if the email was successfully sent by reviewing your Sent Mail and Drafts folders.

2. Inspect Spam/Junk Folder:

• Examine your Spam/Junk folder to ensure our email wasn't marked as spam.
• If found, mark it as "Not Spam" or move it to your inbox.

3. Explore All Mail Folder:

• Check the All Mail folder, which consolidates all recent emails, including the junk folder.

4. Review Security System Settings:

• If the replies are still not found, review your security system settings.
• Add our contact email to your safe sender list or whitelist to avoid emails being flagged as spam.

Encountering difficulty logging into your account? Here are the common reasons and steps to resolve the issue:

There are typically three reasons for login troubles: you haven't registered on our website, your password is incorrect, or you've forgotten your password.

1. Incorrect or Forgotten Password:

If your password is incorrect or forgotten, click "Forgot Your Password" on the login page to initiate the password reset process.

2. Trouble Receiving Password Reset Link

If you don't receive the password reset link, check your spam or trash folder. If the link is still not found, it's possible you haven't registered on our website. Please register via "Create an account" on the login page.

3. Confirmation of Registration:

If you are certain that you have registered but still face issues, contact us at e-service-eu@olivioandco.com for assistance.

If you still could not log into your account after checking, please feel free to contact our customer service at e-service-eu@olivioandco.com for help.

If you are unable to find your order in your account, it may be due to you have placed your order without log in. The ordering system lacks information on which account to associate the order with if you don't log in during checkout.

If you logged in and placed your order, please contact our customer service at e-service-eu@olivioandco.com. We'll be happy to assist you.

Registration is not mandatory to place orders with OLIVIO&CO. As a guest, you can simply fill in the required information during checkout.

Keep in mind that without registering, you won't have access to features like checking order status or viewing order history.

Easily register or log in to olivioandco.com by following these steps:

1. Visit www.olivioandco.eu
2. Click on the my account button located at the top right corner of any page on our website.
3. To log in, enter your name, registered email and password, then click the sign-in button.
4. For registration, find the section of “Don’t have an account yet?”. Click “Create An Account”. Complete the process by providing your name, email address and preferred password.
5. After registration, enhance your profile with additional details.

*Important Note: If you register on our EU website, your login credentials are exclusive to the EU site. To log in to another country’s website, a separate registration is required.

Resetting your password with OLIVIO&CO is a simple process. Follow these steps for a seamless password reset:

1. Select “My Account” at the top right corner of our homepage.
2. Click on “Forgot Your Password”
3. Enter your registered email address in the provided box.
4. A new password will be generated through the link sent to your registered email.
5. If the email is not found, check your spam folder.
6. Enter the new password to access your account.

Changing your details in your OLIVIO&CO account is fast and easy. Once you log into your account you can

• View your account.
• Edit the address.
• Check your order history.
• Add multiple addresses in your address book.

Whether you have a registered or non-registered case with OLIVIO&CO, locating your orders is easy.

For logged in customers:

1. Look at the top right of our site for the My Account.
2. Click on it, the next page appears is allowing you to sign in or create an account.
3. Once signed in, access your account dashboard and review your order details under “Order history.”

For a Non logged-in customers: Upon placing an order, you'll receive a confirmation email containing your order number. If you encounter any issues:

1. Contact us via email: e-service-eu@olivioandco.com, our customer service team will respond as soon as possible.
2. When contacting us, please provide your email address and order number.

Here are some benefits when you register with OLIVIO&CO. 

1. Fast and easy checkout for future transactions 
2. Easy access to your order history 
3. Enjoy sweet deals with our exclusive discounts, promotions, and special offers.