I PLACED AN ORDER BUT DIDN'T RECEIVE AN ORDER CONFIRMATION. WHAT SHOULD I DO?
Add firstname.lastname@example.org to your email address book and then check your spam folder for the confirmation email. If you still don't see the order confirmation, the email address entered at checkout may have been entered incorrectly. Please email us at email@example.com and tell us the email address you would like the order confirmation sent to.
MY ORDER DIDN'T GO THROUGH, BUT I SEE A PENDING CHARGE ON MY ACCOUNT. WHAT SHOULD I DO?
If your payment didn't go through because of your credit limit, invalid zip code or invalid CVC number, the charge may still show up on your account as pending. This charge should drop off your account within a couple of days before any money is taken out of your account.
AN ITEM IN MY ORDER WAS DAMAGED. WHAT SHOULD I DO?
Claims for damaged or faulty items must be reported within 7 days of receiving your item. Please email a picture of the damaged items to firstname.lastname@example.org, and we'll send you a replacement item for free.
WHAT IF AN ITEM SHRUNK WHEN I WASHED IT?
Once an item has been washed it is considered FINAL SALE and is ineligible to return for a refund.
HOW DO I RETURN SOMETHING?
If you believe your order qualifies for a return, visit https://oliveandscout.com/a/returns to initiate the process.
DO I QUALIFY FOR A RETURN?
Items in new condition with the tags still on are eligible for a return.
HOW LONG DO I HAVE TO MAKE A RETURN?
You have 7 days after receiving your item to make a return. Once the return is initiated, you have 7 days to ship it back. If you don't meet these criteria, the return will be rejected. If you don't ship the items back in time, you will not be refunded, and the items won't be shipped back. Shipping labels are not provided, and a $3 restocking fee will be deducted from the return amount.
I WOULD LIKE TO EXCHANGE SOMETHING I PURCHASED. HOW DO I DO THAT?
We offer exchanges only on items that arrive damaged or defective. If you need a new item, please email email@example.com with an image of the damage to begin the process.
WHERE DOES OLIVE + SCOUT SHIP FROM?
All of our items ship from Kentucky.
HOW LONG DOES SHIPPING TAKE?
We try to process orders within 1-2 days of receiving them. Orders are processed Monday-Friday. Shipping speed will be determined by the service selected at checkout.
All orders placed Monday-Friday before 10 am MST cannot be changed. If you placed your order after 10 am MST or on a weekend, please email firstname.lastname@example.org immediately with the subject "URGENT ADDRESS CHANGE" and include your order number + correct shipping address in the body of the email.
DO YOU SHIP INTERNATIONALLY?
Yes. We currently ship to Canada.
MY PACKAGE WAS DELAYED, LOST OR STOLEN. WHAT SHOULD I DO?
Unfortunately, once packages are given to the delivery service, we have no control over them. If a package is delayed, lost or stolen, we assume no responsibility for it. The best course of action is to contact the delivery service and give them your tracking number so they can locate the package for you or resolve your dispute.
MY PACKAGE WAS RETURNED TO SENDER BECAUSE THE ADDRESS IS WRONG. WHAT SHOULD I DO?
If your package was sent back due to you putting an incorrect shipping address, you can either have your order refunded (excluding the cost of shipping) or pay the cost to have it shipped a second time.
STILL HAVE QUESTIONS?
Contact us at email@example.com