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FAQ's

Frequently Asked Questions. I have tried to answer as many questions as possible, but if I haven't managed to answer your exact query please get in touch!

Orders

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located on each product page. Alternatively please contact me. I sell Limited Edition pieces so once they are sold out I will not be receiving any more sizes.

Can I cancel my order?

If you place a pre-order, please note that cancellations are not accepted. However, you have a cooling off period of one week from the time of your order to cancel it. This is because I base my production quantities and fabrics on the orders I receive, ensuring that your pieces are effectively 'made to order.'

I start pattern cutting, grading and fabric printing from when your order is received by myself, and I book my seamstress soon after, so please be aware of this as cancellations can be very costly to my small business.

Please contact me if you have any problems with your order. It is encouraged that you to consider whether or not you want to commit to a pre-order as sometimes lead times may be longer.

Do you ship internationally?

Yes!

Buyers are responsible for any customs and import taxes that may apply. OA is not responsible for delays due to customs.

UK-Royal Mail Tracked 24 to UK £4.50

UK Interiors Shipping-Royal Mail Tracked 24 to UK £5.99

Europe-Royal Mail Fully Tracked to EU £16

Rest Of The World-Royal Mail Fully Tracked to USA, Canada and Rest Of The World £26

-Royal Mail Fully Tracked to Australia, New Zealand and Asia £26

How can I track my order?

If you need to track your order you can do so here - Track Your Order Progress

If you have ordered an item on Pre-Order or Made-to-Order items can take up to 8 weeks to be made. I will send updates on Pre-Orders via email and through our newsletters. You can also follow updates on my social media channels.

Regular ‘In Stock’ orders will be sent out within 5 working days as it is only myself working through orders and packaging them all up nicely for you.

As always thank you so much for supporting my very small brand!

How does OA Homeware work?

The OA homeware range is all custom made to order in the UK. It is non-returnable. Currently I only offer shipping of OA homeware to the UK.

Buying something personally made for you means that it becomes custom made or personalised and therefore is exempt from the Consumer Contracts Regulations. This excludes faulty items.

Do you ever hold sales?

As a very small brand I don't hold sales. I do however, sometimes move pieces into the Archive section on the website.

If you sign up to the OA newsletter you can receive 10% off your first order.

  • If you are an email subscriber you may receive the occasional discount code as a subscriber treat.
  • Any discounts I send out are not applicable on existing orders, or any orders that have been dispatched in the 30+ days before the discount is launched.The discount code is for future orders only - within the discount period.

Returns

I strongly encourage you to think about your purchase as returns are incredibly damaging to small businesses and I am trying to promote mindful, slow fashion purchases. If you need help with exact measurements and sizing please contact me!

What is your return policy?

I accept returns and exchanges;

  • Please contact me about returns and the return address.
  • Discounted pieces in the sale are available for an exchange or credit note.
  • Sample Sale and Archive are non-returnable and non-refundable.
  • Contact me within:14 days of delivery (including weekends)to arrange for a return - ideally let me know ASAP as outside of the returns period I will not be accepting returns.
  • You need to contact me to authorise your return, prior to posting, as a small business it’s very difficult to receive returns I haven’t been notified of.
  • Postage costs incurred when shipping back to OA is the buyers responsibility. Returns must be sent back via a Tracked Method. OA is not responsible for missing returns.
  • Send items back within:7 days of notifying OA of a return.
  • OA is only able to offer a refund if the items are returned clean, unworn, in their original packaging and with all tags and labels attached. For hygiene reasons pierced jewellery cannot be returned.
  • Please note that due to recent changes in duty, delivery and handling charges, for orders outside of the UK we strongly advise you to contact us about sizing as it is becoming increasingly difficult to process returns from outside of the UK. Please email us and we will be happy to measure pieces for you!
  • Gift Cards are non-refundable
  • Made To Order pieces can be exchanged or a credit note issued.
  • Bespoke pieces (including Made To Order with any changes) are non-refundable and non-returnable.

How can I start a return?

To start a return you must contact myself via email including your order number. Please do this within the 14 days return period as outside this period returns will not be accepted.

How do I package my items for returning?

Any non-faulty items that are returned in a condition unsuitable for resale (e.g. washed, soiled, smelly or damaged) will not be refunded. In such cases I will contact you and arrange to send the item (s) back to you.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. I request that you do not remove tags until you are completely sure that you would like to keep an item. Please also return garments in their biodegradable plastic bags as this will protect the order during transit.

Please send your items back in the condition you received them, i.e, neatly folded and wrapped with care. Please do not send back your items scrunched up into a ball as this means I have to spend a long time steaming and restoring your return and this may delay your refund.

Upon receipt of an order, if any item has been delivered with no tags, you should notify me by email on the same day. I strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Is there anything I can't return?

Pieces sold as part of our Sample & Archive Sales are non-refundable.

OA doesn't accept cancellations on pre-order. You have a cooling off period of a week to cancel your pre-order, this is because I judge quantities of production and print fabric off your orders, effectively making your pieces 'made to order.'

The following items can't be returned or exchanged because of the nature of these items, unless they arrive damaged or defective.

I can't accept returns for:-

  • Custom or personalised orders (Buying something personal (bespoke) to you means that it becomes custom made or personalised and therefore is exempt from the Consumer Contracts Regulations.)
  • Occasionally I offer bespoke and personalised pieces which are non-returnable)
  • Perishable products (like food or flowers)
  • Digital downloads-Gift Cards
  • Made to Order Jewellery
  • Intimate items including Facemasks(for health/hygiene reasons)
  • Pierced Jewellery

Please contact me for the return address.

How do I ship my return?

Buyers are responsible for return tracked postage costs, we recommend returning via a Fully Tracked Method with compensation.

  • If the item is not returned in its original condition, the buyer is responsible for any loss in value.
  • Returns international customs forms must be filled out in full as ‘Returned Goods.’ It is essential you fill out the return postage customs as if it is a returned item otherwise we will be charged import duties and these will be taken off your refund amount.
  • It is the customer’s responsibility to retain copies of all tracking information and to ensure that the returned goods arrive to Olivia Annabelle Ltd within the specified timeframe. Please note that Olivia Annabelle Ltd cannot accept liability for any returns lost during transit, so we encourage customers to follow the above advice and track their package carefully.
  • When returning items, we strongly recommended obtaining proof of postage and/or relevant airway bills and documentation from your courier. We cannot accept responsibility for parcels lost in transit, as such you are advised to arrange your own insurance.

Can’t find what you need?

Contact Olivia Here!

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