FAQS

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

Upon receiving your parcel, please first check for any signs of damage to the packaging. If the package is intact, proceed to inspect the products inside to ensure they are in good condition. If you notice any damage, please refuse to sign for the parcel and contact us immediately.

If you're required to sign for the parcel before inspecting it, sign for it and then open the package in the presence of the courier. After inspecting the contents, if everything is in order, you can provide the signed receipt to the courier. However, if you find any issues, notify the courier right away and contact us.

We recommend taking clear and identifiable photos of the package, product boxes, and products. Please note that failure to inspect the parcel before signing, or having someone else sign on your behalf, will terminate the logistics company’s responsibility for transportation risks. We appreciate your understanding and cooperation.

If you're unable to sign for your package, we recommend contacting the carrier directly to schedule a new delivery or specify a Safeplace for drop-off. Alternatively, you can choose to pick up the package from the local shipping facility at a later time. Please be aware that redirecting your package to a different location might incur an additional fee. If you need any assistance, feel free to reach out to us via email at e-service@olivioandco.com.

We require 1-2 business days to process your order. Shipping typically takes 2-7 business days, depending on your region and the carrier’s schedule.

Please note:

Delivery time does not include the 1-2 business days required for order processing.
Verify your shipping address before and after placing your order, as we cannot make address changes later.
Ensure your email address and phone number are correct and current to receive notifications from us.

Once you place your order, it will be processed and shipped within 1-2 business days. Please note that during peak times, such as sales or holidays, processing may take longer. Orders placed after business hours, on Fridays, or over the weekend will be processed on the next business day.

Tracking Information: You will receive an email with a tracking number once your order has been shipped. If you do not see shipping information after a few days, please contact us at e-service@olivioandco.com, and we will assist you as soon as possible.

Once your package is dispatched, it may take some time for tracking information to update, as it is in transit. Updates will appear once the package reaches the next sorting facility. It could take a few days for any activity to show up after leaving our warehouse. If you don’t see any tracking updates after a few days, please email us at e-service-eu@olivioandco.com, and we’ll assist 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.

Here are some common reasons why a parcel might be returned:

• Incorrect Address: If the address provided was incomplete, incorrect, or unclear, the parcel may be returned.
• Recipient Unavailable: If you were not available to receive the parcel or did not arrange for someone else to receive it, it might be returned.
• Refused by Recipient: If you refused to accept the parcel, it could lead to it being returned.
• Failed Delivery Attempts: Unsuccessful delivery attempts within a certain period may result in the parcel being 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: Parcels that are not collected within the carrier's holding period may be returned.
• Carrier Error: Occasionally, errors such as misrouting or mishandling by the carrier can lead to returns.

To determine the exact reason for the return, please contact us at e-service@olivioandco.com, and we will assist you further.

If your package shows as delivered but you haven't received it, several factors might be at play:

• Misdelivery: The package might have been delivered to the wrong address by mistake.
• Package Theft: Unfortunately, theft can occur, especially if the package was left unattended on your doorstep or in a communal area. The tracking system would still mark it as delivered.
• Delivery to Neighbor or Front Desk: The delivery might have been left with a neighbor or at a building’s front desk. Check with them to see if they have your package.
• Delayed Update: Sometimes the tracking system might prematurely mark a package as delivered due to scanning errors or delays in updating the information.
• Stolen Identity: In rare cases, someone might have fraudulently used your address, resulting in the package being delivered to them instead.

If you haven’t received a package that shows as delivered, here’s what you should do:

1. Verify the Delivery Address: Ensure the address provided was correct.
2. Check Around Your Property: Look in common areas and with neighbors or building staff to see if the package was left elsewhere.
3. Contact the Carrier: Reach out to the delivery carrier for details and request an investigation.

If the package remains missing after a thorough check and investigation, please contact us at e-service@olivioandco.com, ,and we will assist you as soon as possible.

Most returns are processed within 3 business days of receiving your package. Refunds are issued to your original payment method within 3-5 business days. Please note that refunds cannot be credited to alternative cards or payment methods. Payment processing times are beyond our control, so it may take an additional 7-10 business days for the funds to appear in your account.

Note: Retain your tracking number or return receipt for reference.

We apologize for any inconvenience and appreciate your understanding.

We understand that sometimes a purchase might not work out, which is why we offer a 30-day return policy to ensure your satisfaction. Here’s how it works:

1. Return Window: Returns must be postmarked within 30 days of the original purchase date. Unfortunately, we cannot process refunds or exchanges after this period.
2. Condition of Items: Items must be returned unworn, unused, and undamaged, with all original tags attached. We cannot accept items that are worn, damaged, or altered in any way.
3. Purchase Location: We only accept returns for orders purchased directly from olivioandco.com.
4. Return Process: Do not send items back without first contacting us. Ensure you use the agreed return address, as sending items to the wrong address may delay or affect the processing of your return.

Note: Coupon codes used on your purchase will not be refunded as monetary value.

We strive to make the return process as easy as possible and appreciate your understanding.

We hope you are delighted with your purchase, but if not, please reach out to us at e-service@olivioandco.com. We accept returns and exchanges for products purchased directly from our website within 30 days, provided they are in new and unused condition with the original packing slip. We cannot accept returns from retail stores.

To initiate a return or exchange, please contact us via email to request the return address. When returning your item, include a brief description of the reason for the return or exchange. After sending the package, provide us with the tracking number so we can process your return promptly.

Customers are responsible for shipping charges. We recommend using a shipping method with delivery confirmation, as OLIVIO & CO is not responsible for return packages lost in transit.

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

• Technical Glitches: Sometimes, online payment systems experience errors. Try refreshing the page, clearing your browser cache, or using a different device or browser.
• Internet Connection Problems: An unstable or slow internet connection can interfere with payments. Ensure you have a stable connection and try again.
• Incorrect Payment Information: Double-check the payment details you've entered, including card number, expiration date, CVV, and billing address. Even minor errors can cause payment failures.
• Insufficient Funds: Make sure you have enough funds in your account or on your card to cover the transaction. A lack of funds will result in a declined payment.
• Payment Method Restrictions: Some payment methods may not be accepted online due to location or merchant policies. Verify that your payment method is supported.
• Blocked Account: If your account has been flagged for past payment issues or suspected fraud, it may be temporarily blocked. Contact your bank or payment provider for assistance.

If you’ve checked these factors and still can’t complete the payment, please contact us at e-service@olivioandco.com for further help.

At OLIVIO & CO, we aim to ensure a seamless shopping experience for you. We offer a simple, efficient, and secure payment process through various methods, including Credit Cards, Debit Cards, PayPal, and Apple Pay. Regardless of your preferred payment method, the steps are straightforward and user-friendly.

MasterCard, Discover, Diners Club, and Poli. If your payment is declined, here’s what you can do based on your payment method:

For PayPal Payments:

• Confirm Your Email: Ensure the email address associated with your PayPal account is correct.
• Update Card Information: Check and update the expiration date or billing address associated with your credit or debit card.
• Verify Your Card: Confirm that your credit or debit card is verified with PayPal.
• Complete Security Checks: You might need to go through additional security checks to verify your identity.
• Resolve Account Limitations: Address any limitations or issues placed on your PayPal account.

For Credit Card Payments:

• Check Card Details: Verify that the card information you entered is correct, including the expiration date, cardholder name, and security code.
• Review Billing Address: Ensure the billing address matches the address on file with your card issuer.
• Card Limit and Status: Confirm that you have not exceeded your card limit and that your card is not suspended or under review by your bank.

If your payment is still refused, try using a different card or opt to pay via PayPal. For further assistance regarding payment issues, contact the payment provider directly.

Do I need to register on the website first?

No, registration is not required. You can use our express checkout feature to pay with a credit card or debit card through PayPal without registering. Simply fill in your card details to complete the payment. This feature allows for a quick and secure checkout process.

Attention! Using express checkout will redirect you to PayPal, where the email and billing/shipping addresses associated with your PayPal account will be automatically used. You’ll bypass the steps for entering these details manually.

Are there any limitations?

Yes, there is a limitation. If you use express checkout without registering on our website, you won’t be able to check the status of your order through your account on our site. Instead, you will need to rely on the tracking number provided by the delivery company. You can choose between faster checkout or better tracking based on your preference.

We accept the following currencies:

US Dollar

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

• Credit/Debit Card: Charges are usually applied at the time of purchase or shortly thereafter. You will see the charge on your card statement.
• PayPal: Payments are generally processed immediately once you complete the order.
• Digital Wallets: Payments made through digital wallets, such as Apple Pay, are typically processed instantly.

Please monitor your email or account notifications for payment confirmation and updates on your order status.

Here are some tips for troubleshooting issues with your promo code:

• Check Expiry Date: Verify that the promo code is still valid and hasn't expired. Keeping track of the expiration date is crucial.
• Review Conditions: Ensure the code meets all specified conditions. Some codes may apply only to certain items or require a minimum purchase amount.
• Single-Use Limit: Remember that some promo codes can only be used once and cannot be reused.
• Stacking Limitations: Promo codes may not be combinable with other discounts or promotions. If you're trying to apply multiple discounts, the system might not permit it.
• Technical Issues: Occasionally, website glitches or issues with 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.

If you continue to experience problems, please contact customer support for assistance.

Only one discount code can be used per order.

To apply your discount code, enter it in the designated Discount Code field on the checkout page and click APPLY. The discount will then be applied to your order.

We are eager to assist and address your inquiries as quickly as possible. Emails sent to e-service@olivioandco.com will be responded to promptly. If you haven't received a reply, please follow these troubleshooting steps:

1. Check Sent Mail and Drafts: Confirm that your email was successfully sent by reviewing your Sent Mail and Drafts folders.
2. Inspect Spam/Junk Folder: Look in your Spam/Junk folder to see if our response was mistakenly 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 includes all recent emails, even those in the junk folder.
4. Review Security System Settings: If you're still missing our reply, review your security system settings. Add our contact email to your safe sender list or whitelist to prevent our emails from being flagged as spam.

If you're having trouble logging into your account, here are some common issues and solutions:

1. Incorrect or Forgotten Password:
   If your password is incorrect or forgotten, click on "Forgot Your Password" on the login page to start the password reset process.
2. Trouble Receiving the Password Reset Link:
   If you don't receive the reset link, check your spam or trash folder. If it’s still missing, you may not have registered on our website. Please register by clicking "Create an Account" on the login page.
3. Confirmation of Registration:
   If you're sure you've registered but still have issues, contact us at e-service@olivioandco.com for assistance.

If you continue to experience difficulties logging in, please contact our customer service at e-service@olivioandco.com for further 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@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 olivioandco.com
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 US website, your login credentials are exclusive to the US 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@olivioandco.com, our customer service team will respond as soon as possible.
2. When contacting us, please provide your email address and order number.

Registering with OLIVIO & CO comes with several benefits:

1. Faster Checkout: Enjoy a quick and easy checkout process for future transactions.
2. Order Tracking: Easily access your order status and review your order history.
3. My Wishlist: Save your favorite items in "My Wishlist" for easy access and future purchases.
4. Exclusive Offers: Take advantage of special discounts, promotions, and exclusive deals.

If you do not want to keep up with our latest items and promotions, you may unsubscribe by simply clicking the unsubscribe link at the bottom of every email we send and follow the instructions.

We value your privacy and ensure that your personal information remains confidential.

When you visit our site, your information is collected and stored by your browser. We use cookies and similar technologies to recognize your IP address and provide quicker access to our site. If you prefer, you can limit the use of cookies by adjusting your browser settings, but please be aware that this may restrict your access to certain features on our site.

We love hearing from our customers! Your experience is our top priority, and we are committed to continually improving our services. Feel free to reach out to us at e-service@olivioandco.com with any questions or feedback.

At OLIVIO & CO, we use premium materials and will not compromise with inferior-quality products. Return &exchange within 30 days
Premium Material
Both fashion and environmental protection
Exceptional customer service.

OLIVIO & CO proudly serves customers across a wide range of countries and regions, including Singapore, Thailand, Indonesia, South Korea, the U.S., Canada, Australia, the Netherlands, Belgium, France, Greece, Italy, Serbia, Cyprus, Poland, Turkey, and Russia.

For more details about our products or to discuss partnership opportunities, please contact us at e-service@olivioandco.com. We look forward to hearing from you!

At OLIVIO & CO, we are committed to designing high-quality eye protection products while prioritizing both eye health and environmental sustainability.

Our journey begins with a dedication to safeguarding vision, blending exceptional design with top-tier materials and craftsmanship. We incorporate eco-friendly practices throughout our development process to ensure that our products are as kind to the planet as they are to your eyes. Our lens cloths are made from 100% recycled plastic bottles, our eyewear cases are crafted from biodegradable sugarcane pulp, and our packaging uses FSC-certified, eco-friendly paper.

Our goal is to make stylish, practical eyewear accessible to families everywhere, supporting both their vision needs and environmental values. OLIVIO & CO serves all age groups, connecting families through our high-quality products and sharing the beauty of nature, art, and sustainable living with the world. Our commitment to healthy vision and environmental stewardship drives everything we do.