Where are you located?
We are a Brisbane based company.
Where do you ship to?
We ship to all postcodes in Australia. Currently no international shipping.
Who do you use as your freight company?
We use a combination of freight providers – predominantly Australia Post and Amarex.
When will I get my order?
Orders will take 2 – 6 weeks to reach you depending on if you order custom products.
All products except custom shirts and custom shirt dresses will take two weeks to reach you if you are based in metropolitan areas. For regional areas please allow an additional 4 days. For custom items allow 6 weeks. We make your items to order hence the timing. For more information on our lead times and to explain why we don’t ship next day please CLICK HERE.
Can you ship any quicker?
Unfortunately as we don’t hold the stock in our warehouse, it’s difficult to deliver quicker.
Can I return items?
We offer 21 day free return for an exchange or credit note. The items must be back at our warehouse within 21 days of you receiving them.
It’s important to read the full returns policy HERE to ensure you are happy with our policy.
Please note custom products have a different return policy. CLICK HERE to read our returns policy for custom products
How do I return items?
To return an item, email firstname.lastname@example.org and we’ll get back to you same day with all the steps you need to take. We offer free postage on returns (so we will email a free postage paid slip to you) and we also offer FREE postage on replacement items too. CLICK HERE to read more about our returns policy.
What if I buy the wrong size?
You can exchange any item as long as it’s returned to us within 21 days of receiving your items. CLICK HERE to read more about exchanging.
Can I get a refund?
We will happily provide a refund on your items providing they meet the conditions outlined below;
- Your item/s are returned within 21 days of receiving the goods.
- Item/s are in their original condition – that is not worn, stretched or altered, and are in new condition with all the packing attached.
- You are able to provide proof of purchase.
- For custom orders you have read and understood our conditions and agree to a refund on a single item only – More on this HERE
- If the item received has a fault, is damaged upon transit or does not match the product description.
Olive & Brown reserve the right to deny a return or exchange of goods if they do not meet the conditions outlined above. For more information on our returns policy CLICK HERE.
How will I know my order is on the way?
As soon as your item/s have been dispatched you will receive a shipping notification to your email address with tracking information. If you order items that have different wait time we will send them as they arrive, so you may receive more than one package from us.
What if I don’t receive my order?
Currently our providers are asking us to be patient as they are experiencing longer than normal wait times. As your items are shipped you will receive an email with tracking information. You can track your parcel at any time and contact the courier company with any questions. Of course if you can’t get the information you need email us at email@example.com
Can you deliver when no-one is home?
We prefer, for your security, that someone signs for the package. If you are not home a calling card will be left at your address and you can collect at the local post office.
How much is delivery?
For all orders under $150 freight is a $10.50 flat rate. Otherwise freight is free.
Do you offer free delivery?
If your order is over $150 freight is FREE.
Do you offer free returns?
Yes. We will email you a return paid slip and you can drop your return off to your nearest Australia Post. If you are requesting an exchange we will also send your replacement items to you free of charge.
What if my order arrives damaged?
If there is damage to the packaging and as such your item/s are ruined, please send us photos of how the packaging arrived so we can chase that up with our freight provider. Please email the photos along with your order number and details of the damage and we’ll confirm within 24 hours the best way forward on how to replace the items.
How can I pay?
We offer payment by:
- Visa or Mastercard
- Direct debit
- We are working on Afterpay and Paypal – please bear with us whilst we get these gateways up and running.
Please note we do not have a layby option.
Do you do click and collect?
Can I buy and Olive & Brown gift card?
Unfortunately at this stage our system doesn’t have a gift card option. We are working on that.
How do I contact you?
You can reach us on firstname.lastname@example.org or hop onto our website for a live chat – open Monday to Friday 9am – 5pm.
Can I cancel my order?
Cancelling an order is not possible as we order your items as soon as your order comes in. The best solution is to receive your items and then place a free return.
If you order custom shirts or shirt dress please email us with a cancellation request to email@example.com and we may be able to put a stop on your order, but no guarantees.
I forgot my password?
No troubles, simply go to login and then click on the link to reset password?
How do I know about new products?
Join the O&B family HERE and stay in the loop. Scroll to bottom of page and fill in your details.
Do you have a loyalty program?
We don’t have a loyalty program. We reward you every time you shop. In fact the more you add to the cart the less you’ll pay. Get 50% off your order every time you order 5 or more items.
Can I leave a review?
Absolutely, we love feedback, it’s how we improve our services and how others get to learn first hand about us. Simply visit the product on our website you’d like to review and add it there. You can also review us on google and Facebook.
How do I know what size to buy? You stock so many different products?
Every item on our website has an accurate size chart for that item. The measurements provided are finished measurements of that actual garment. And if you’re not sure how to check your body measurements CLICK HERE for our guide on how to measure.
Are your garments true to size?
This is a very tricky question as there seems to be no universal standard. Some brands may be more generous than others. We highly recommend you read each measurement chart provided for the garments and read the descriptions carefully.
I still have a question.
Please email us at firstname.lastname@example.org or fill out a contact us form HERE or jump on live chat on our website.