Frequently Asked Questions

Welcome to Olivia The Label. To ensure transparency and the best possible experience, we have answered our most common customer questions below regarding our shipping, returns, and business operations.

Story & Delivery

Our Story
Olivia The Label was established with a simple mission: to make modern Australian fashion accessible. We operate locally from our office in Melbourne's western suburbs, where every collection is curated with our customers' lifestyle in mind.

How long does delivery take?
We strive to get your order to you as quickly as possible.

• Order Processing: Please allow 1–2 business days for us to verify, pack, and dispatch your order.

• Estimated Delivery Time: Once shipped, delivery typically takes 4–7 business days for standard shipping to Australia.

Do you provide tracking numbers?
Yes. Every order is tracked. You will receive an automated email with your tracking number as soon as your package has been dispatched. You can track your parcel's journey via our website or the carrier's portal.

Why did I receive only part of my order?
If you ordered multiple items, they may be shipped from different warehouse locations to ensure the fastest possible delivery for each individual item. The remaining items will arrive in separate packages shortly.

Returns & Refunds

What is your return policy?
We offer a 30-Day Return Policy. If you are not completely satisfied with your purchase, you may return it within 30 days of receiving your item.
To be eligible for a return, your item must be:

1. Unworn and unwashed.
2. In the same condition that you received it, with tags attached.
3. In the original packaging.

Where do I send my return?
We accept returns at our Australian facility. Please do not send your purchase back to the manufacturer without contacting us first.
To initiate a return:

1. Email us at orders@oliviathelabel.com with your Order # and reason for return.
2. We will provide you with a Return Authorization and our physical return address in Hillside, VIC 3037.

Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping service, as we cannot issue refunds for items that are lost in transit back to us.

Payment & Security

What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?
Yes. Our store is hosted on Shopify, which is Level 1 PCI DSS compliant. Your payment information is encrypted and processed securely; we never store your full credit card details.

Contact

Email: orders@oliviathelabel.com
Phone: +61 432 807 784  
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM AEST