I PLACED AN ORDER BUT DIDN'T RECEIVE AN ORDER CONFIRMATION.
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.
If your payment didn't go through because of your credit limit, invalid zip code or invalid CVC number, the charges 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 new one 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?
Customers have 7 days after receiving their item. 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 only offer exchanges on items that arrive damaged or defective. If you need a new one, please email email@example.com with an image of the damage to begin the process.
WHERE DOES OLIVE AND 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.
If you haven't received an email stating that your order has shipped, 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.
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.
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