FAQs
- First, verify your shipping address, to do this, locate your tracking number in your shipping confirmation email or log into your account and check your order history.
- If your order was marked as “delivered” please wait 48 hours - sometimes delivered packages may say delivered up to 48 hours before arrival.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- Check to see if someone else accepted the delivery like a neighbor or another household member unless you have health or safety concerns.
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive packages.
- If you still can not locate your package please reach out to the carrier.
(1)Your order is overweight due to too many items or contains pre-order products. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-sale products, we may split the order when it was a little delayed and give priority to the items in stock so that you can receive them as soon as possible. We will also ship out the remaining pre-order products as soon as they are instock. Therefore, the missing items may be in the coming packages. If you have any questions about your package tracking information, please feel free to contact us.
(2)Missing items caused during packing or transportation. Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures of the items and the outer package you received.
- First, verify your shipping address, to do this, locate your tracking number in your shipping confirmation email or log into your account and check your order history.
- If your order was marked as “delivered” please wait 48 hours - sometimes delivered packages may say delivered up to 48 hours before arrival.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- Check to see if someone else accepted the delivery like a neighbor or another household member unless you have health or safety concerns.
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive packages.
- If you still can not locate your package please reach out to the carrier.
To start a return, just send us an email at support@oliviamark.com and explain the situation. If your return is accepted, we’ll send you a return shipping address and instructions. We apologize that we do not offer free return shipping label because the price we are selling simply cannot cover the cost. Unless it's a quality issue or problem with the order, we will not be responsible for the return shipping fare. Please kindly note, items sent back to us without first requesting a return will not be accepted.
U.S. Domestic: We cover return shipping fee for the 1st return request of each order if there is quality issue with the items(such as damaged during shipping, or simply unusable). You may have to cover the shipping fee for your return otherwise.
International: Unfortunately, we currently do not cover shipping costs to return (we are working on offering more friendly return policies to international customers!).