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Order issues

I have received the wrong item?

In the event of receiving the wrong item, please contact our customer service team who will amend the situation promptly.

Can I cancel or change my order?

Due to the speed of our shipment, on purchasing an item, you have only 2 hours to cancel the order. Please contact our customer service team and they will confirm cancellation.

My tracking number isn't working

If for whatever reason your tracking number doesn't seem to be working, please contact our customer service team via the chat or email.

What happens if my product is faulty?

If you find your product is faulty, you can get in contact with our customer service team by email. You will need to provide your name, order number, the item that is faulty and include pictures of the issue.

We aim to respond within 12 hours (on business days).

What do I do if my item is delayed?

Before reaching out to the team for help, please check whether your parcel falls within our shipping times in the section below, or by visiting our shipping policy here.

In the unfortunate event that your item is delayed, please contact our customer service team via chat or email and they will do the best they can to help.

Please note that when we hand your items to the delivery company, it becomes their responsibility to deliver that item to you. This means that in most cases, it is very much out of our control and often not much we can do to speed up the process. We will always chase them on your behalf and advise as best we can.

Due to Covid-19, international parcels in my particular have been seeing delays, most notably during customs clearance. This is due to a shortage of staff and an increase of parcels within the network. Please note that in this scenario your parcel is not lost, however it may take a little longer to pass through customs and continue on its journey.  

When will my personalised item be despatched?

All personalised items are embossed in our studio on a Friday and despatched the same day.

Product

Are your wallets RFID protected?

We appreciate that theft using RFID skimming can happen in certain circumstances, so we’ve made our Premium Compact Wallet protected throughout. Please note that currently our regular compact wallet and slim card holder don't have RFID protection.

How do I clean the apple leather?

Since the apple leather is water-resistant, you can simply wipe it with a damp cloth.

The edge of my wallet is starting to peel off

Typically the bend of the wallet will see the most wear due to the amount it is opened and closed and the tension around that section. We use the highest quality of edge coat, however sometimes that tension can cause small cracks to form.

This shouldn't cause any issues functionally, however if the edge coat starts to peel or crack off significantly during the 2 year warranty period, please let us know and we will look to get this fixed for you.

My wood leather doesn’t have the same grain as the one pictured on your site

Our wood leather products are made using real wood, so there will be natural variation between each one. If you are unsatisfied with your product then please contact our customer service team.

How do I care for the wood leather?

Store away from direct sunlight. This will prevent the wood colour changing. Since it is a natural material you may find surface shows minor variations in colour or even the occasional imperfection.

Do not overfill the wallets as they may lose their shape.

What's the difference between the Compact Wallet and Premium Compact Wallet?

The difference between the two is that with the Premium Compact Wallet is that you have RFID protection, a new smooth apple leather, recycled Italian microfibre lining, new unique pocket designs and crease-lines under every exposed pocket.

Warranty & Repairs

Do you do repairs?

Yes, we encourage our customers to return the product for repairing as this extends the lifecycle of the product. Our products are made to the highest standards though, so we don’t expect any repairs to be required till considerable use.

How much do repairs cost?

If it falls under the warranty then the cost will be absorbed by us. Repairs due to normal wear and tear outside of the warranty will be charged at a fair price.

How long is the warranty?

All our products proudly come with a 2 year warranty.

Returns & Exchanges

What is your return policy?

We offer 30 day hassle free returns.

If you are not entirely satisfied with your product, you can either choose to exchange for an alternative or receive a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Personalised items can not be returned. 

To complete your return, simply head to our returns centre.

For full details, go to our returns policy here.

How long will it take for my return to be processed?

Please allow up to 10 days for your return to be inspected and credited to your account/card.

Shipping

Do you ship internationally?

Yes, we are able to ship internationally.

The full list of countries we ship to can be found on our shipping policy here. If your country isn't found feel free to contact customer service team who might be able to help.

How long will my items take to arrive?

Please see current shipping times below:

Despatch:

All non personalised orders despatched within 48H. All personalised orders despatched on the Friday of each week.

Shipping:

Please expect slightly longer delivery times due to Covid-19

Current Shipping estimates:

UK Premium Tracked delivery - 24 to 48 hours

UK Standard delivery - 2 to 5 working days.

Europe - 8 to 15 working days.

US/Canada - 10 to 15 working days.

Worldwide - 10 to 20 working days.

For our full shipping details, please click here

*Please note that as of July 1st 2021 customers purchasing from the EU will be required to pay VAT and/or duties upon delivery.

How much does shipping cost?

 How much will my shipping cost?

  GBP USD EURO
UK Shipping FREE
International £8.50 $10.50 €9.60

How do I track my order?

A tracking number will be sent to you on ordering the product. Sometimes this email can be sent to your junk email, so please do check there.

All our parcels are currently sent using a tracked service.

Will I be charged VAT & duties?

As of July 1st 2021, customers purchasing from the EU will be required to pay VAT and/or duties upon delivery.

We strongly advise you keep a close eye on your tracking in order to see if you need to contact the customs officers in your country.

Extra duties and taxes may apply to the following regions too: Asia, South America, Africa, New Zealand and Europe.

Oliver Co. will not be responsible for any customs and duties charged to a customer. If you’d like to find out more please email our support team.

 

Still have a question?

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