FAQ

General

  • Each Ollieta piece is carefully crafted and hand-rolled in small batches, making it truly one-of-a-kind. Slight variations in color and weave are natural and to be expected. While our artisan partners aim for consistency, these subtle differences add to the unique charm of each piece.

  • We currently offer a standard size for all our scarves, as noted in the product descriptions. However, we plan to introduce a variety of sizes in future collections.

  • Yes, each scarf is made from 100% Silk Crêpe de Chine, a luxurious and soft silk fabric.

  • The best way to reach us is by email at info@ollieta.com. We’re a small team and do not have an active phone line at this time.

  • Our customer service team is available via email from Monday to Friday, 9 AM to 5 PM AEST. We aim to respond as quickly as possible. Please note that we are closed on weekends and national holidays, and will reply on the following business day.

Orders

  • You will receive an email with tracking information once your order has shipped. If you haven't received a tracking email yet, your order is still being processed.

    If you have an Ollieta account, you can view your order history and status, including tracking details. Create a new account here.

  • International orders (outside Australia) may be subject to duties and taxes by your local customs office when your order arrives in the destination Country. These are determined once your items reach your country and are payable by you. These charges are beyond the control of Ollieta, we are not liable, nor responsible for any additional payments customs in your country require. 

    For an estimate of these charges, we recommend using a customs calculator or contacting your customs office.

  • We accept: VISA, MasterCard, American Express and PayPal.

    Apple Pay and Google Pay are also available at checkout. 

    The available payment methods will be shown at checkout.

  • Orders placed on our Australian website are processed in AUD.

  • For sold-out items being restocked, we offer a pre-order option to guarantee your order in the next shipment. The shipping window is specified on the product page and in your online order status.

    Please note that the shipping window is an estimate from our artisan partners, and unforeseen delays may occur. You will be notified if there is a delay with your pre-order.

  • Pre-orders are charged at the time of purchase, similar to regular orders. By placing a pre-order, you ensure that you will receive a sold-out item in the next available shipping window. The estimated shipping window can be found on the product page and in your order status. If you decide to cancel or modify your pre-order, please reach out to us at info@ollieta.com.au

  • We sincerely apologise if the item you received is not in perfect condition.

    Please email an image of the item along with your order number to info@ollieta.com

  • We sincerely apologise if you received an item that differs from what you ordered. Please send an image of the product along with your order number to info@ollieta.com

  • Orders are prepared for shipment right away and cannot usually be modified. Please email us at info@ollieta.com as soon as possible, and we will do our best to accommodate your request.

  • Our payment processing system can only accept one form of payment per order.

Shipping

  • Yes, we ship internationally.

  • AUS ground shipping starts at $12 and is calculated at checkout based on weight.

  • Orders are prepared for shipment immediately and typically cannot be modified. If you need assistance, please email us at info@ollieta.com as soon as possible, and we will do our best to accommodate your request.

  • Your item will ship from Brisbane, Australia.

  • Please check with the delivery company and neighbors to ensure that your package was not mistakenly delivered to them. There have been instances where packages were delivered or appeared a day or two after the tracking indicated they were delivered.

Returns & Exchanges

  • To return an item, please email us at info@ollieta.com and include the following details:

    • Order number
    • Scarf name that you wish to refund
    • Reason for refund

    We accept unworn items for return within 14 days of the purchase date. Please note that international orders are not eligible for return.

    For more information on returns, please see our return page.

  • Currently we do not have a physical Ollieta store and, therefore, do not accept in-person returns. All returns can be placed conveniently through our website. For more return information, see our return page.

  • We are unable to process exchanges. Please return your original order for a refund and place a new order online for the item you wish to exchange to.

  • International orders are not eligible for return.

  • All “final sale” items are not eligible for return, refund, or store credit.

  • Your return will be processed within 5 to 7 business days after your returned item reaches our warehouse. 

  • Please note that you are responsible for the cost of returning your order to us to our warehouse in Brisbane, Australia. 

Scarf Care

  • Silk is a delicate fabric, therefore needs to be treated with care. To maintain its beauty and longevity, we recommend careful handling and dry cleaning only.

  • We do not recommend washing as this may spoil your scarf. Please dry clean only.

  • We do not recommend ironing or steaming your scarf. Ironing can flatten the hand rolled hem, spoiling the feel of the scarf. Steaming could potentially damage your scarf. Please dry-clean only.

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