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Faq

HOW DO I CANCEL OR AMEND MY ORDER?

If you wish to cancel or amend your order please call +44 (0) 20 7700 1007 or e-mail customerexperience@oliviavonhalle.com, quoting your order number, as soon as possible. We will do our best to accomodate any changes requested however, once an order has been processed we cannot guarantee that it can be cancelled or amended.

HOW DO I MAKE A CORPORATE ORDER?

For corporate enquiries, please email rachel@oliviavonhalle.com.

WHAT SHIPPING OPTIONS ARE AVAILABLE AND HOW LONG WILL IT TAKE TO BE DELIVERED? 

We are pleased to offer free worldwide shipping on all orders placed on oliviavonhalle.com. For most UK orders, delivery is guaranteed next day if ordered before 3pm Monday-Friday. Any orders placed after 3pm on Fridays will arrive the following Tuesday. Orders being delivered to Europe will take 1-2 working days and orders being delivered to the rest of the world will take 2-3 working days. Olivia von Halle are not responsible for any unanticipated delays caused by destination customs clearance processes..

WHERE DOES OvH SHIP TO? 

To see a full list of the countries Olivia von Halle ships to please click on the country switcher at the top of any page of the website. The country switcher can be found in the top left hand corner when browsing on desktop, or in the main nav when browsing on mobile. By selecting your country you can browse and pay in your local currency.

CAN I TRACK MY ORDER?

Once your order has been dispatched you will receive a confirmation email from DHL. Using the tracking number and link provided in this email you will be able to track your order, register further instruction for the courier (e.g. to leave the parcel with a neighbour) or opt to change the delivery address. Please note that changes to the delivery address can only be facilitated within the same country as the original delivery address.

IS A SIGNATURE REQUIRED UPON DELIVERY?

Due to the high value of Olivia von Halle products a signature is required upon all deliveries.

WHAT SHIPPING PROVIDER DO YOU USE?

Olivia von Halle use DHL for all customer orders purchased online.

HOW DO I WORK OUT MY OvH SIZE?

Olivia von Halle uses a sizing system based on a combination of height and dress size. If you are between sizes, we would recommend going up, since the fabric does not contain any stretch. Please click here to view our sizing chart.

THE PRODUCT I'M LOOKING FOR IS OUT OF STOCK WILL YOU BE RE-STOCKING?

Products from The Core Collection are replenished seasonally - for exact drop dates, please get in touch. Unfortunately, products from our seasonal collections are exclusive to that season and as such, stock is generally not replenished once it is sold out. However, if you have your heart set on a certain piece, please call +44 (0) 20 7700 1007 or email customerexperience@oliviavonhalle.com and we will do our best to source it for you from our store or, occasionally, through a stockist. Alternatively, it may be possible to place an order for bespoke. Please call +44 (0) 20 7700 1007 or email bespoke@oliviavonhalle.com for more information on our bespoke services.  

HOW DO I CARE FOR MY OvH?

For all 100% silk garments we recommend hand washing at 30 degrees and ironing to restore lustre. Alternatively, you can dry clean your OvH. Do not machine wash or tumble dry. Our Coco Cotton is the only product that can be machine washed. When in doubt, please follow the instructions in the garment label.

MY ITEM IS FAULTY HOW DO I GET THIS REPAIRED?

If you encounter any issues with your OvH please email customerexperience@oliviavonhalle.com with your order number and a photo of the fault.

HOW CAN I MONOGRAM MY OvH?

Details of all our bespoke services, including imagery of the fonts and styles on offer, can be found on the bespoke page of the website. To enquire or place an order, please call +44 (0) 20 7700 1007 or email bespoke@oliviavonhalle.com. Please do not order the product before you get in touch with the bespoke team, they will process the whole order for you.

I'M GETTING MARRIED WHAT WOULD YOU RECOMMEND?

Details of all our bespoke services, including imagery of the fonts and styles on offer, can be found on the bespoke page of the website and recommended products can be found within The Bridal Edit. These pages should provide you with plenty of inspiration to create your own bespoke OvH for your special day. If you would like to speak to someone please call +44 (0) 20 7700 1007 or email bespoke@oliviavonhalle, we would be delighted to assist you.

WHAT IS YOUR RETURNS POLICY?

We hope you will love your Olivia von Halle order, but if you’d like to return it for any reason it can be returned for exchange or refund within 28 days of receipt, unless it has been personalised with bespoke embroidery or monogramming. For our full returns policy please see our Returns page.

HOW DO I RETURN MY OvH?

Once we have received your return, it will be processed within 1-2 working days. You will receive a confirmation email once your return is completed and your account has been credited or your exchange has been shipped. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. Unfortunately this is beyond our control.

HOW LONG WILL IT TAKE FOR MY RETURN TO BE PROCESSED?

Once we have received your return, it will be processed within 1-2 working days. You will receive a confirmation email once your return is completed and your account has been credited or your exchange has been shipped. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. Unfortunately this is beyond our control.

I PAID DUTIES AND TAXES ON MY ORDER, ARE THESE REFUNDABLE?

Unfortunately we cannot refund any duties and taxes paid on your order.

CAN I RETURN AN ITEM BOUGHT ONLINE TO THE OLIVIA VON HALLE STORE? 

All items purchased from oliviavonhalle.com may also be exchanged or returned at our London store, 190 Pavilion Road. Please keep your original order number to hand and quote it to the store assistant.

CAN MY ITEM BE GIFTED WRAPPED?

All Olivia von Halle products are wrapped in tissue paper in a signature branded box that is perfect for gift giving.

CAN I ADD A GIFT RECEIPT WITH MY ORDER?

Unfortunately we cannot issue a gift receipt but there’s no note of pricing on any of the documentation shipped with your order. If the recipient would like to return or exchange their gift please give them the order number and ask them to get in touch with our Customer Service team on +44 (0) 20 7700 1007 or they can email customerexperience@oliviavonhalle.com.

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