FAQs

What does in-stock, shipping later and made-to-order mean?

The shipping and processing times depend on the items you're ordering. The status of each product (in stock, shipping later or made-to-order) is indicated on each individual product page, as well as the estimated shipping date.

In Stock
It's in our facilities and ready for a new home! Shipping timelines are usually within 7-10 business days from the date ordered.

Shipping Later
We don’t have it on hand yet but it’s coming soon! Not to worry, you can still purchase it and your order will be added in the queue to be fulfilled and shipped as soon as they are available! The estimated ship date is indicated on the product page and at check-out for your reference. You'll see it above the "Add to Bag" button.

Made to order (including engravings and monograms)
Once your order has been placed, we need to craft the piece since it’s being made specially for you, and can take a bit more time to be processed. Be sure to note the estimated shipping date on the product page so you can plan accordingly.

What are the shipping fee and delivery timeline?

Estimated Shipping Date
The estimated shipping be indicated during checkout! Please note that if your order consists of in-stock, shipping later and/or made-to-order pieces, the shipping date may change. Make sure to check the dates indicated during checkout and on your confirmation email. Your order may be split if the estimated shipping dates are more than 7 days apart.

The shipping fee is charged based on the subtotal before taxes and discounts. Indicated delivery timeline does not include weekends, holiday and any unforeseeable delays on the courier's end (weather, volume, traffic, etc). Estimated delivery date may be delayed if a change of delivery option was submitted on the customer’s end.

For other international countries, there may be duties and taxes incurred on your shipment that you will be responsible for. Please note that House of Olia does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

Kindly note House of Olia is unable to provide replacements or refunds for stolen packages after the shipping carrier has successfully delivered the package to your specified delivery address provided upon placing the order.

Will I be charged duties and taxes?

DUTIES AND TAXES

1. United States
Duties are included. Taxes are applied at check-out according to the state/province of the shipping address.

2. Other international shipments
There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that House of Olia does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

FOREIGN TRANSACTION FEES

House of Olia does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of House of Olia. As we're based out of the United States, banks in other countries may consider us a "foreign company" and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees.

Should you have confirmed that the charge was made on House of Olia’s end, please reach out to our customer happiness team at hello@houseofolia.com with the details on the charges!

Should you decide to deny the shipment due to duties and other fees, the package will be returned back to us and you will be refunded for the order after deducting the return shipping fee.

Where do you ship to?

We ship to the following countries! Kindly note that we do not ship to PO Boxes, APO or FPO addresses at this time.

North America
Puerto Rico, United States of America

Canada

Oceania
Australia, New Zealand

Europe
Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Slovakia, Spain, Sweden, United Kingdom

Asia
Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand

Middle East
Qatar, Saudi Arabia, United Arab Emirates

Is signature required upon delivery?

All House of Olia shipments require a signature upon delivery. Kindly note that once an order is shipped, House of Olia will not change the shipping address upon request. If you are unable to sign for the package, you have the following options:

USPS
If you are not at home at the time of delivery, the courier will leave a notice card indicating their next delivery attempt OR the nearest pick up location.

FedEx (US)
Once your package has been picked up from our facility and scanned into their system, you will receive an email from FedEx. You can click through this email to have it picked up from the nearest FedEx location!

DHL
DHL offers various delivery options - once your package has been picked up and scanned into their system, you can visit https://delivery.dhl.com/ or call 1-800-225-5345 to coordinate a new delivery date or pickup location!

How do I find my order number?

If you have a House of Olia account, simply log in and select “My Orders” in the drop-down menu under your name. There, you can find the order number! If you haven't created an account, no worries! You can create one anytime with the same email address used to place the order.

Also note that with every order, we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder!

Can I cancel or update my order?

If you need to cancel or make a change to your order, please reach out within 24 hours of placing the order. Kindly note that as our team works hard to get your order shipped as quickly as possible, we may not be able to cancel or update your order upon request.

For custom pieces, once the order is placed, we are not able to cancel or update the order.

Can I change my address?

Feel free to reach out to us within 24 hours of placing your order and we will try our best to accommodate the change before the order is processed. Kindly note that as our team works hard to get your order shipped as quickly as possible, we are unable to guarantee the change. Once the order is shipped, House of Olia cannot change the address on our end.

How can I track my order?

Already have an account?
First, log into your House of Olia account at any time and select "My Orders" to review your order status. Once your order is packed and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.

Don't have an account?
No worries! You can still create an account now using the same email address used to place the order and it will appear under "My Orders".

Tracking numbers are automatically sent as soon as your order is packed! Once the courier picks up the package and scans it into the system, the tracking number can be used to see the information about your order. This may take a couple hours and if the order was packed on the weekend, it will be updated next available business day!

What's your return and exchange policy?

We offer 7 day returns for store credit for all customers within the US ONLY. Before getting started, please check below to see if your item is eligible for a return!

Custom Items
All custom items are not eligible for a return at any time and are final sale.

Bundle Sets
The bundle can only be returned as a set. No individual item of a bundle can be returned for refund, store credit and/or size exchange.

Other products
All returns must be:

Unworn
Have no signs of wear or damage
In its original condition with tags still attached (if any)
In all original packaging (box and pouch included)

Please return your order back to us in the original packaging it came in. House of Olia will not be responsible for shipping fees paid on return. Should the returned item not meet the above return guidelines, House of Olia has the right to deny a return and have the item re-shipped to customers.

Note: Items purchased through a third-party vendor (outside of houseofolia.com) must be returned through the company that it was purchased from.

Do you offer an extended holiday return policy?

Absolutely! Orders placed from Nov 1st, 2021 until Nov 30th, 2021 are eligible for return within 15 days. Orders placed after this specific period are eligible for the 10-day return policy. Please check the above question for return guidelines to see if purchased items are eligible for a return.

Returning a gifted piece?

We offer store credit for gifted orders returning within the 10 days of purchase for residents within the US ONLY. Please check our return policy to make sure the item is eligible for a return. Don’t forget to include the following:

The order number (Don’t worry if you don’t have one. The original purchaser’s full name and email address also help us track down the order)
The address where the jewelry will be shipped from
The email address associated with your House of Olia account so we can apply the credit once processed. If you haven’t created one yet, you can create one now by clicking the SIGN IN button on the top right corner of our page.

How much is the return shipping fee?

Please note your original shipping fee is not refundable. Customer is also responsible for shipping fees if a item is being returned for a store credit.

What currency are the prices do I see in the site?
All prices are in USD.