You can easily view the status of your order through your account. Log in to our website and go to 'My Orders'. There you will see an overview of all your orders and their current status. Don't have an account? Then use the track & trace link that you received by email after placing your order.
If the track & trace information indicates that an order has been delivered, but you have not yet received the package, you must report this to us within 7 days of the indicated delivery date.
Upon receiving the report, we will, if possible, initiate an investigation with the carrier. Unfortunately, we cannot process reports made after the 7-day period, as it is no longer possible to start an investigation with the carrier.
If the investigation reveals that the package has not been delivered (correctly), we will offer a suitable solution:
A cash refund of the purchase amount is not possible in this case.
As long as your order has not been shipped yet, you can change your address via 'My account' > 'Address book' or contact our customer service directly. Is your order already on its way? Unfortunately, it is no longer possible to change the delivery address. In that case, you can try to redirect the package via the delivery service once you have received the track & trace link.
You can cancel your order as long as it has not been processed or shipped. Go to 'My orders' in your account and click on 'Cancel order' next to the relevant order. If it doesn't work or the button is not available, please contact our customer service as soon as possible - we are happy to help. If the order has already been shipped, you can refuse the package upon delivery or return it after receipt.
Your invoice can be found in your account under 'My orders'. Click on the order for which you need the invoice and then choose 'Download invoice' or 'View invoice'. If you don't have an account or can't find the invoice, please contact our customer service - we'd be happy to send you the invoice by email.
You can pay at Olivida with the following payment methods: iDEAL (Maestro), Klarna, Visa, Mastercard, Apple Pay and Bancontact. When checking out, you can use a discount code or discount voucher.
You have 60 days to return a product to us - as long as the product and the packaging are unopened.
With our return policy, we are happy to provide extra service. Of course, we want to prevent a lot of returns. That's better for both of us and the planet. That's why we're happy to help you in advance with advice. Chat with us for free skin advice or take the free SkinQuiz. This way, you immediately choose what really suits you.
The best thing you can do is contact our customer service via live chat, email or phone. In most cases, PostNL automatically returns damaged packages to our office.
In both cases, we are of course happy to work together to find a suitable solution.
This amount will be automatically deducted from the refunded amount.
We do this to avoid unnecessary returns. We often see that packages are not picked up from pick-up points or are being returned because the items were no longer needed. This causes unnecessary transport and environmental impact. With this we would like to stimulate to shop mindfully and be more sustainable.
Please contact us on info@olivida.nl
When you are returning your parcel from all other countries, the costs and risks are entirely at the customer's expense.
If the track & trace information indicates that an order has been delivered, but you have not yet received the package, you must report this to us within 7 days of the indicated delivery date.
Upon receiving the report, we will, if possible, initiate an investigation with the carrier. Unfortunately, we cannot process reports made after the 7-day period, as it is no longer possible to start an investigation with the carrier.
If the investigation reveals that the package has not been delivered (correctly), we will offer a suitable solution:
A cash refund of the purchase amount is not possible in this case.
We ship our packages with PostNL and currently deliver, besides the Netherlands and Belgium, also in a big part of Europe. You will always receive a track & trace code for your package. This way, you can easily track your order yourself.
Our current shipping costs are:
Netherlands
Belgium
Cyprus
Denmark
Germany
Estonia
Finland
France
Greece
Hungary
Ireland
Italy
Croatia
Latvia
Lithuania
Luxembourg
Malta
Austria
Poland
Portugal
Romania
Slovenia
Depending on your location, it is also possible to have your order shipped to a pick-up point. If available, this will be visible during checkout.
