FAQ
Last updated: October 10, 2026
Orders and Payments
How do I place an order?
Choose the product and options you want, add the item to your cart, and complete checkout. Review your shipping address, selected shipping method, taxes, and total charges before submitting your order.
Which payment methods can I use?
The payment methods available for your order are displayed at checkout. Availability may vary by location and payment provider.
Can I change or cancel an order?
Contact service@olivexem.com as soon as possible and include your order number. A change or cancellation can only be made if the order has not progressed too far into processing or fulfillment. Once an order has shipped, it may no longer be possible to cancel it. Any applicable cancellation rights under mandatory law remain unaffected.
Shipping and Delivery
Where do you ship?
We currently ship to addresses in the United States only. Available shipping methods and charges are shown at checkout. We cannot accept orders for delivery to destinations outside the United States.
How long does shipping take?
Orders are processed within 7 days after payment is confirmed. Estimated transit time is 4–7 days after dispatch. These are estimates, not guarantees, and may be affected by carrier disruption, weather, holidays, address issues, or other events outside our reasonable control.
How much does shipping cost?
Shipping charges, if any, are displayed at checkout before you submit your order. The checkout total is the amount to review before payment.
How can I track my order?
If tracking is available for your shipment, tracking information will be sent to the email address provided at checkout after dispatch. Tracking updates may take time to appear after the carrier receives the parcel.
What if tracking stops updating or my package seems lost?
Email service@olivexem.com with your order number and tracking number. We will review the available information and help determine the next steps. A “delivered” scan does not prevent you from contacting us to report a delivery problem.
Returns and Refunds
Can I return an item?
Eligible items may be returned within 180 days after delivery, subject to the Return Policy and applicable law. Contact customer support and obtain approval before sending an item back.
How do I request a return?
Email service@olivexem.com with your order number, the item you wish to return, the reason for the request, and photos if the item arrived damaged, defective, or incorrect. Wait for approval and instructions before shipping anything back.
Where do I send a return?
The return address is provided by customer support after a return request is approved. Do not send returns to the business registration address or to any address not confirmed by our support team.
When will I receive my refund?
Once a return is approved, we will process any approved refund within 7 days, subject to applicable law. Your bank or payment provider may require additional time to post the refund.
Privacy
How is my personal information used?
Please read our Privacy Notice for information about the personal information collected, the purposes of use, service providers, cookies and similar technologies, and available privacy choices.
For help with any question, contact service@olivexem.com. This FAQ must be kept consistent with the Return Policy, Shipping Policy, checkout settings, and actual store operations.