I have an issue with my order. How do I get help?

If you encounter any problems with your order, please contact our customer service team at olivella@olivellahouse.com. We're here to assist you and resolve any issues promptly.

Do you ship internationally?

Olivella House currently ships Australia and NewZealand only. All orders are processed and dispatched from our Australian location.

Shipping to Australia:

• Standard Shipping (3–7 business days): Flat rate of $9.95

• Express Shipping (1–3 business days): Flat rate of $14.95

Shipping to NewZealand:

• Standard Shipping (4–7 business days): Flat rate of $24.65

• Express Shipping (2-5 business days): Flat rate of $34.15

How do I qualify for free shipping?

We provide free standard shipping on orders over $100 within Australia. Ensure your order meets these thresholds after any discounts are applied. 

I purchased from another retailer, and the product is faulty, damaged, or not what I expected. What do I do?

If you bought an Olivella product from a third-party retailer and it's faulty or not as expected, please reach out directly to the retailer where you made the purchase. They will assist you in accordance with their return and exchange policies. 

My discount code isn't working. What do I do?

Ensure that your discount code is entered correctly and hasn't expired. Some codes may have specific terms and conditions. If you're still experiencing issues, contact us at olivella@olivellahouse.com for assistance.

What is your returns policy?

We accept returns within 14 days of purchase for items that are unworn, unwashed, and in their original condition with tags attached. To initiate a return, please email us at olivella@olivellahouse.com with your order number, the item(s) you wish to return, and your reason for returning.

What is your exchange policy?

If you need to exchange an item for a different size or colour, please initiate a return for the original item and place a new order for the desired item. This ensures the fastest processing and delivery.

My product is faulty. What do I do?

We're sorry to hear that. Please contact us at olivella@olivellahouse.com with your order number, description of the faulty item and any photos you can attain. We'll work with you to resolve the issue promptly.

What size Swim Vest does my child need?

Our Swim Vests are designed for children aged 1–6 years. Please refer to our Size Guide to determine the appropriate size based on your child's weight and age.

Are the Olivella Swim Vests lifeguard approved?

Olivella Swim Vests are designed to assist with buoyancy and are not a substitute for life-saving devices. They are not certified by lifeguard associations. Always supervise children closely while they are in or near water. 

Where is Olivella based?

We are based in Perth, Western Australia

How can I subscribe to the Olivella newsletters?

Join our community by subscribing to our newsletter at the bottom of our homepage. You'll receive updates on new arrivals, exclusive offers, and more.

Can I sell Olivella products in my store?

We'd love to explore wholesale opportunities with you. Please reach out to us at olivella@olivellahouse.com with your store details, and we'll get back to you with more information.

If you have any other questions or need further assistance, feel free to contact us at olivella@olivellahouse.com. We're here to help!