Customer Care

Shipping

Where do Olive & Iris ship from?

We are based in Thailand, and we ship from Bangkok. 

Do you ship internationally?

YES! We do ship internationally. Our customers are from all over the world e.g. USA, UK, Europe, Australia, and Japan.

What are your shipping methods?

  • Thailand Post (standard shipping)
  • DHL Express (express shipping)

When will my order ship?

There are 3 steps: 1. you order 2. we process 3. we ship.

We process orders 1-3 business days of being received. Then we ship it to you. You’ll get a notification email with a tracking number once your package ships. Don't forget to check your junk mail if you feel like it's taking longer than usual.

How long will my order take to arrive?

For International Delivery

  • Standard Shipping: Once despatched 5 - 10 days (Asia), 7 - 14 days (USA, UK, Europe & Rest of the World)
  • Express Shipping: Once despatched 1 – 2 business days (Asia), 2 - 4 business days (USA, UK, Europe & Rest of the World)

For standard shipping, please allow up to 2 - 4 weeks for your order to arrive after shipping. Usually it will arrive sooner, but customs departments do have the right to hold items and sadly that is out of our control. Also, we are not responsible for anything to be released from customs to you.

Do you offer express shipping?

Yes please contact us if you are in a hurry. We will do our best to ship it to you by the time you need it. There's also DHL Express option which can deliver your order in 2 - 4 business days. 

How much is delivery?

You can select your preferred delivery method as your proceed through checkout, and will be able to check the total order value (including postage and packaging costs) before you complete the transaction.

International

  • Standard Shipping: $2.99 - $30 - Once despatched 5 - 10 days (Asia), 7 - 14 days (USA, UK, Europe & Rest of the World)
  • Express Shipping: $15 - $90  - Once despatched 1 – 2 business days (Asia), 2 - 4 business days (USA, UK, Europe & Rest of the World)

Note: We are fully aware that our express shipping fee is a bit high. We are working towards reducing the fee & making our standard shipping faster too! We are still small, so please bare with us! Thank you.  

Will I need to pay customs for my international order?

Due to each country's customs regulations, there might be customs charges occur upon arrival when the order value exceeds the local customs limit. This is always different from country to country. You can always check the info with your local customs.

  • USA

Packages whose declared value is under $800 will generally be cleared without any additional paperwork prepared by Customs and Border Protection (“CBP”).

reference
U.S. CBP Website

  • Australia 

For goods with a value of AUD1000 or less, there are no duties, taxes or charges to pay at the border.

See more details here

  • UK

Customs  
Anything under £135 - No charge
Gifts worth £135 - £630 2.5%, but rates are lower for some goods
VAT
 
Goods worth more than £15

See more details here

  • EU 

Customs Duty is not due for goods, provided directly to the buyer when their value does not exceed 150 euros.

For import VAT, the applicable rate is that of the country where the goods are being delivered. Generally speaking VAT is not due when the total value of all goods in a consignment (value not inclusive of custom duties or transport costs) is less than the destination country threshold. The threshold may vary from 10 euros to 22 euros, depending on the EU country.

See more details here

If customs charges occur please note that you, the buyer, are 100% responsible for the fees. We, the seller, cannot be responsible for customs charges nor can we provide a refund or exchange if you decide to forgo said charges. However, the customs charges doesn't happen very often in our experience. 

Your shipping rates seem high, why is that? 

Our products are handmade and can be somewhat fragile. We do our best to safely package our products to ensure safe arrival. Also, we ship out from Thailand. Hence, shipping may be slightly higher than one might expect.

However, we are working towards reducing the fee & making our standard shipping faster too! We are still very small so please bare with us! 

How can I track my order?

You’ll get a notification email with a tracking number once your package ships. You can also view order status on your Account page. 

I'm having problem with tracking

In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating, please contact us.  

 

Order Issues & Questions

Order Issues

If there is any problems with your order, please contact us so that we can help and solve it. We always put our customers first and we will always try our hardest to resolve any situations that come up.

However, please keep in mind that our products are handmade so they tend to have variations in size and color.

Damages: If you receive a damaged item, contact us immediately at care@oliveandiris.com. We will replace any damaged items if they are reported within 48 hours of order delivery.

How can I track the status of my order?

Simple! It's on your Account page. 

Can I use multiple promo codes at checkout?

You can use one promo code per order only. 

Can I cancel my order?

Sorry, we are unable to cancel an order once it has been submitted. When an order is placed we begin processing immediately, to ensure prompt delivery.  Please check that your billing and address details are accurate before submitting your order. 

Product

Handmade Products

Each individual piece is sustainably and ethically made by highly skilled, dedicated artisans using techniques handed down through the generations. Traditional craftsmanship is infused into all our products, and each of our items reflects the passion, love and skill of the hands that made it. It is therefore quite difficult to make identical items. There may be slight variations in size, shape and colour, as well as natural blemishes that should not be misconstrued as flaws. This makes each piece of a handmade product unique and beautiful in its own way. 

Are Olive & Iris products eco friendly?

Yes, our products are handmade by locally sourced natural materials. Our products may be not 100% eco friendly yet, but we do our best & we constantly find a way to improve. Learn more about our materials here

How can I find out more information about a product?

You can learn all about our products through the description on their individual product pages. If you have any other questions or thoughts just contact us.

Where are Olive & Iris products made?

Each product is handmade by our local partners in different parts of Thailand.

 

Returns & Exchanges

How do I return or exchange a product?

We're sorry you didn't love your purchase. Please contact us with your order info and the products you would like to exchange or return.

What’s your return policy?

At Olive & Iris we are fully committed to make our customer happy and satisfied, and we want you to truly enjoy your purchase. 

If a product arrives broken or damaged, we are happy to send a replacement. Please contact us at care@oliveandiris.com within 48 hours of order delivery with a photograph as proof of the damage/defect. 

If you are not happy with the product, please email us at care@oliveandiris.comWe will accept returns on a case by case basis within 30 days of receiving the order for exchange or credit only. We reserve the right to decline the return request if there is not just cause. Promotional items are not able to return/exchange. 

However, we will not be able to refund the shipping cost. In addition, if your package is unclaimed and is returned back to us, we cannot process any further step until you contact us and pay the extra shipping fee. We are not responsible for any additional shipping costs for returns, and we do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery. 

*All returns must be processed within 30 days of receiving the order.*

Payment

What forms of payment do you accept?

We accept debit and credit cards via Paypal. Unfortunately, we cannot accept checks or money orders.

What can I do if my payment is declined?

Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

Still need help? Please email us!

 

Privacy Policy

WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing: With your permission, we may send you emails about our store, new products and other updates.

We also use the information we collect to:

  • Respond to your requests, inquiries, and suggestions;
  • Conduct or administer market research/surveys in order to improve our services and user experience
  • Protect against, identify, investigate, and respond to fraud or other illegal activity. 


CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

COOKIES
Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where