FREQUENTLY ASKED QUESTIONS

GENERAL QUERIES

HOW DO I TRACK MY ORDER?

We aim to process and ship all orders within 24–48 hours.

Once your order is on its way, you will receive a confirmation email with your tracking number.

You can use this tracking number to follow your parcel directly through the shipping provider’s website and stay updated on the delivery status.

HOW LONG I WILL TAKE TO RECEIVE MY ORDER?

We always strive to deliver your parcel with the best carrier and service for your country. All information about the shipping times and rates by country can be found on our shipping page.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND?

We process returns as quickly as possible.

Once your item is shipped from your local post office, it will be routed through our logistics hub before arriving at our warehouse for inspection.

You can track the status of your return at any time via our [Return Portal].

Refunds are available in two options:

• Digital gift card – issued within 2–3 business days after processing (fastest option)

• Original payment method – typically issued within 7–10 business days

We’ll notify you by email as soon as your return is approved and your refund has been issued.

WHAT IS YOUR RETURN POLICY?

Do you need to exchange or return your purchase? We're here to assist you! You have up to 30 days from the date of delivery to make your decision. Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. Please make sure to keep the proof of shipment until your order is returned to our warehouse. We are not able to cover any issue when you are not able to provide a track&trace or proof of shipment.

Exchanging or returning is quick and easy. To find out how to return, please follow the steps from our Returns Portal.

All returned items must be unworn, unwashed, and in their original condition with tags attached. Items must be returned in their original packaging. We do not accept returns on the below products;

  • Any underwear garments. (Including socks)
  • Perfumes that do not have their original plastic seal in tact
  • Certain sale items are marked as Final Sale and are not eligible for refund or exchanges.
  • Items that have exceeded the 30-day return period

Any item that is returned worn or damaged that has not previously been disclosed to our customer support team will be rejected with their return void and products destroyed.

Bundles/Multipacks: Bundle products must be returned as a complete unit, including all individual items, tags and the original packaging that was included in the bundle. If any individual items are missing or damaged, the return may be subject to rejection.

1+1 and 2+1 Deal items: We do not offer refunds for free items obtained through this promotion. We do not offer returns on this deal.

HOW DO I MAKE A RETURN?

Exchanging or returning is quick and easy. To find out how to return, please visit our Returns page and follow the steps to submit your request through our Returns portal.

WHAT PAYMENTS METHODS CAN I USE?

We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:

Credit or Debit Cards: We accept major credit and debit cards, including Visa, Mastercard, American Express.

Local payment methods: We accept local payment methods in some countries, such as IDEAL, BanContact, or Sofort.

PayPal: You can use your PayPal account to make purchases on our website for added convenience and security.

Klarna: Buy Now, Pay Later:
NOTE This payment method is currently unavailable.
Depending on your location, Klarna may be available, allowing you to buy now and pay for your order later.

Mobile Payment Services: Depending on your location, we may accept mobile payment services such as Apple Pay, Shop Pay, and Google Pay

Gift Cards or Store Credit: If you have a gift card or store credit issued by us, you can use it to pay for your purchases.

Please note that the availability of payment methods may vary depending on your location and the specific products you're purchasing. If you have any questions about payment methods or need assistance with your payment, please don't hesitate to contact our customer support team.

PRODUCT

HOW DO I FIND THE RIGHT SIZE?

We advise you to check the size guide on the product page. You can find this by clicking on "size finder" which is located right below the size selector. By doing so, you will find the perfect size for you

HOW DO I SIGN UP TO STOCK UPDATES?

You can leave your email address on the relevant product page. You can do this by clicking on the 'Size out of stock?' button when choosing the size. This way you will be automatically notified as soon as the item is back in stock.

HOW SHOULD I WASH MY BOTTOM OR TOPWEAR?

Proper care ensures your garments stay in great condition for longer. Here's a guide on how to wash your bottoms and topwear:

Step 1:Check the Care Label: Before washing any garment, always check the care label for specific instructions. Different fabrics and designs may require different care methods.

Step 2:Sort by Color and Fabric: Separate your garments into light and dark colors to prevent color bleeding. Additionally, separate delicate fabrics from sturdier ones to avoid damage.

Step 3:Pre-Treat Stains: If there are any stains on your garments, pre-treat them with a stain remover or gentle detergent before washing. Follow the instructions on the product label for best results.

Step 4:Choose the Right Washing Cycle: Select the appropriate washing cycle on your washing machine based on the fabric and level of soiling. Use a gentle or delicate cycle for delicate fabrics and a regular cycle for sturdier materials.

Step 5:Use a Mild Detergent: Use a mild detergent that is suitable for the fabric of your garments. Avoid using bleach or harsh chemicals, especially on delicate fabrics.

Step 6:Wash in Cold Water: To prevent shrinking and color fading, wash your garments in cold water. Cold water is also gentler on fabrics and helps to preserve their integrity.

Step 7:Turn Garments Inside Out: Turn your garments inside out before washing to protect the outer surface and minimize friction during the washing cycle.

Step 8:Use a Gentle Cycle: If your washing machine offers a gentle cycle option, use it for delicate fabrics or garments with embellishments to minimize wear and tear.

Step 9:Air Dry or Tumble Dry Low: After washing, air dry your garments by laying them flat or hanging them on a drying rack. If using a dryer, choose a low heat setting to prevent shrinkage and damage to the fabric.

Step 10:Iron or Steam as Needed: Once dry, iron or steam your garments as needed to remove wrinkles and maintain a neat appearance. Follow the ironing instructions on the care label to avoid damaging the fabric.

By following these steps, you can ensure that your bottoms and topwear are washed effectively while preserving their quality and longevity.

DO YOU OFFER GIFTCARDS

To purchase a gift card, simply visit our website and navigate to the gift cards section. From there, you can choose the desired amount for the gift card and add it to your cart. During the checkout process, you can provide the recipient's email address and a personalized message if you'd like to send the gift card directly to them.

Once the purchase is complete, the gift card will be delivered electronically to the recipient's email inbox, along with instructions on how to redeem it. Recipients can then use the gift card to shop for their favorite items on our website at their convenience.

DO YOUR OFFER WARRANTY ON YOUR PRODUCT?

We stand behind the quality of our products and aim to address any concerns or issues promptly. Our warranties typically cover manufacturing defects and workmanship issues for a specified period from the date of purchase. However, please note that warranty terms and conditions may vary between products.

ORDER & DELIVERY

HOW DO I TRACK MY ORDER?

We strive to process and ship orders promptly within24-48 hoursof placement. Once your order has been dispatched, you will receive an email notification containing tracking information. Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order. Simply use the provided tracking details to track your package through our delivery partner's website.

IS THERE A WAY TO EXPEDITE SHIPPING OR RECEIVE UPDATES ON MY ORDER STATUS?

Yes, we offer fast and reliable shipping options.

All orders come with free tracked shipping, with delivery times ranging from 2 to 8 business days, depending on your location.

• Netherlands & Belgium: Delivered in 2–5 business days

• Rest of Europe: Delivered in 3–6 business days

• Rest of the world: Delivered in 5–8 business days

We’re committed to providing the best possible service — and during periods of high demand, slight delays may occur. For more details, please visit our Shipping Page.

DO YOU SHIP TO MY COUNTRY?

We deliver worldwide. OLIRA orders are shipped with trusted carriers such as DHL, DPD, UPS and local carriers.

Visit our Shipping page for rates and lead times per country.

WHAT IS THE DELIVERY TIME?

We don’t like to keep you waiting.

That’s why all orders are processed directly from our European warehouse within 24–48 hours after being placed.

Orders made on weekdays before 23:00 CEST are dispatched the same day. Orders placed after this cut-off time will be shipped the next business day.

Weekend orders are processed and dispatched on Mondays.

Please note: Estimated delivery times, as shown during checkout and on our Shipping Page, begin once your order is dispatched.

Because we move quickly, it’s not possible to change or cancel your order once it’s placed.

Still need help? Our Customer Support team is here for you — contact us at support@oliraamsterdam.nl.

WHAT ARE THE SHIPPING COSTS?

At OLIRA, we aim to provide fast, secure, and transparent delivery across all destinations.

Shipping Costs

We offer free standard shipping on all orders — no matter where you are.

You’ll see your delivery timeframe during checkout based on your country.

Shipping Times


  • : Estimated delivery within 3–5 working days

  • : Estimated delivery within 4–7 working days

  • : Estimated delivery within 5–9 working days

Please note: occasional delays may occur during high-volume periods. If that happens, we’ll keep you updated via email.

Order Processing

All orders are processed within 24–48 hours on business days.

Once dispatched, you’ll receive a confirmation email with your tracking link to monitor your order in real time.

Customs & Duties

For all destinations, customs duties and taxes are included — you won’t face any unexpected fees upon delivery.

CAN I CANCEL OR CHANGE MY ORDER?

We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, we kindly ask our customers to double-check their orders before finalizing payment.

If you have any questions or concerns regarding your order, please don't hesitate to contact our customer support team. We're here to assist you in any way we can within the constraints of our rapid processing system.

If the item(s) are not to your liking you can always return them within 14 days

HOW DO I REDEEM MY GIFT OR VOUCHER?

During the checkout process, you'll have the option to enter your gift card or voucher code in the designated field. After entering your code, click or tap the 'Apply' button to redeem your gift card or voucher. The total amount will be adjusted accordingly. Once your gift card or voucher has been successfully applied, continue with the checkout process as usual. Review your order details, enter any additional information required, and complete your purchase.

If you encounter any difficulties while redeeming your gift card or voucher, please don't hesitate to reach out to our customer support team for assistance. We're here to help ensure a smooth and enjoyable shopping experience for you.

MY TRACKING SAYS MY ORDER HAS BEEN DELIVERED, BUT I HAVEN'T RECEIVED IT?

If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:

Check Your Delivery Location:Double-check the delivery address to ensure that it was entered correctly when placing the order. Sometimes, packages may be delivered to a neighbor, front desk, or a different location on your property.

Look for Delivery Notes:Check for any delivery notes left by the carrier. Sometimes, carriers leave packages in secure locations or with a receptionist if you're not available to receive the delivery.

Contact the Carrier:Reach out to the shipping carrier listed in your tracking information. Provide them with your tracking number and explain the situation. They may be able to provide additional details about the delivery or initiate an investigation into the matter.

Contact Customer Support:If you're unable to locate your package after following the above steps, contact our customer support team. Provide them with your order details and tracking information. We'll work with you to resolve the issue and ensure that you receive your order as soon as possible.

File a Claim: In some cases, if a package is marked as delivered but not received, you may need to file a claim with the shipping carrier. Our customer support team can assist you with this process and provide any necessary documentation.

Rest assured, we're here to help resolve any delivery issues and ensure that you receive your order. Please don't hesitate to reach out to us for assistance.

WHAT IS FAST AND INSURED SHIPPING?

Fast and insured shipping ensures your package arrives swiftly and securely. With our expedited shipping options, your order is prioritized for quick delivery, while comprehensive insurance coverage provides peace of mind against loss or damage during transit. Shop with confidence knowing that your items will reach you promptly and safely.

I ENTERED A WRONG SHIPPING ADRESS, WHAT CAN I DO?

If you realize the mistake shortly after placing your order, contact our customer support team immediately. The sooner you reach out, the better the chances of correcting the address before the order is shipped.

If your order has already been processed or dispatched and you're unable to update the address through our customer support team, contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. This often involves an additional fee and is subject to carrier approval.

To avoid similar issues in the future, double-check your shipping address before finalizing your order. Ensure all details, including apartment numbers, street names, and postal/ZIP codes, are accurate.





WILL I BE CHARGED WITH VAT?

VAT is covered in the listed prices for all purchases made through our website. You won't encounter any additional charges related to VAT during the checkout process. We strive to provide transparent pricing to make your shopping experience as straightforward as possible. If you have any questions or need further clarification, feel free to reach out to our customer support team for assistance.

I HAVEN'T RECEIVED AN ORDER CONFIRMATION, WHAT SHOULD I DO?

You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of minimum 6 digits), order summary and the shipping address.

Sometimes, order confirmation emails may be filtered into your spam or junk folder by mistake. Take a moment to check these folders in your email account to see if the confirmation email is there.

If you've checked your spam folder, waited for some time, and verified your email address but still haven't received an order confirmation, reach out to our customer support team. Provide them with your order details, including your full name and order number, and they'll assist you in verifying your order status and resend the confirmation email if necessary.

RETURNS & EXCHANGES

WHAT IS YOUR RETURN POLICY?

Do you need to exchange or return your purchase? We're here to assist you! You have up to 30 days from the date of delivery to make your decision. Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. Please make sure to keep the proof of shipment until your order is returned to our warehouse. We are not able to cover any issue when you are not able to provide a track&trace or proof of shipment.

Exchanging or returning is quick and easy. To find out how to return, please follow the steps from our Returns page.

All returned items must be unworn, unwashed, and in their original condition with tags attached. Items must be returned in their original packaging. We do not accept returns on the below products;

  • Any underwear garments. (Including socks)
  • Perfumes that do not have their original plastic seal in tact
  • Certain sale items are marked as Final Sale and are not eligible for refund or exchanges.
  • Items that have exceeded the 14-day return period

Any item that is returned worn or damaged that has not previously been disclosed to our customer support team will be rejected with their return void and products destroyed.

Bundles/Multipacks: Bundle products must be returned as a complete unit, including all individual items, tags and the original packaging that was included in the bundle. If any individual items are missing or damaged, the return may be subject to rejection.

1+1 and 2+1 Deal items: We do not offer refunds for free items obtained through this promotion. We do not offer returns on this deal.



HOW CAN I MAKE A RETURN?

Exchanging or returning is quick and easy. To find out how to return, please visit our Returns page and follow the steps to submit your request.

WHAT ARE THE RETURN COSTS?

Returns are on your own cost depending on the courier and the country you return your package from.

HOW DOES A REFUND TAKE?

Returns are processed as quickly as possible, starting with shipment from your postal office to a consolidation hub and then to our warehouse for inspection. You can track your return’s status via our Return Portal. Refunds can be issued either to a digital gift card, which is the fastest option (2-3 business days after processing), or to your original payment method, which typically takes 7-10 business days. You’ll receive email notifications once your return is processed and the refund is issued.

CAN I MAKE ANY EXCHANGE?

Exchanges are subject to product availability. If the item you wish to exchange is out of stock, our customer care team will notify you and ask what other item you wish to receive. We will cover the shipping costs for the replacement item.

HOW LONG DOES IT TAKE TO EXCHANGE A PRODUCT?

After your return shipment is received by our warehouse, we will process your return within 10 days. In most cases your exchange wish will be executed in just a few days. You will always receive a confirmation email with a tracking code once your new order is fulfilled.

WHAT CAN I DO WHEN MY EXCHANGE PRODUCT IS NO LONGER AVAILABLE?

Contact our customer service team to inquire about the possibilities. We'll provide you with an update on when we expect to have the product back in stock or if there are any alternative options available.

WHERE CAN I FIND MY ORDER NUMBER TO REGISTER MY RETURN?

Your order number can be found in the confirmation email you received after placing your order. This is a five digit code. If you have not received this e-mail correctly, our customer service will be happy to help you.

If you've already initiated the return process and the product is sold out, we'll reach out to you directly. Our team will work with you to find a suitable solution, whether it's selecting a different product, receiving storecredit or exploring other options.

WHAT SHOULD I DO IF A PRODUCT IS DELIVERED FAULTY OR DAMAGED?

If you receive a damaged or defective item, please contact us immediately for assistance. Our team will assess your request and opt for the best solution.

WHAT SHOULD I DO IF I WANT TO RETURN MY ORDER OUTSIDE THE RETURN PERIOD?

We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a store credit. Please ask our customer service for the possibilities.

PRESS & CAREERS

HOW DO I CONTACTG YOU FOR PRESS ENQUIRIES?

For any press enquiries, please contact us at press@oliraamsterdam.nl.

HOW DO I CONTACT YOU FOR CAREER ENQUIRIES?

reat to hear that you are interested in working at OLIRA! Please send us a message at careers@oliraamsterdam.nl and we will get back to you as quickly as possible.

CONTACT

HOW CAN I CONTACT THE CUSTOMER SERVICE?

If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 7 days a week to answer all the questions you may have.

Contact: info@oliraamsterdam.nl or click here

WHAT IS THE RESPONE TIME OF THE CUSTOMER SERVICE?

We always aim to answer every question within 48 hours.