FAQ's

Is Olivia May still operating?

Our website are fully operational, we continue to deliver to over 150 countries. We are also connecting with customers via telephone, email and through our social channels and allowing customers to enter stores following social distancing guidance. 

Will I be allowed to try on clothes, and if so, what will happen once clothes have been tried? 

Our fitting rooms are currently closed. Any clothing which is tried on at home, or touched but not purchased, will be steam cleaned and held off the shop floor for 72 hours. Any footwear or accessory items, will be cleaned with sanitising spray before being returned to the shop or showroom floor. 

Will toilet facilities be open? 

Our toilets will be closed to customers. We advise customers to plan amenities prior to their visit where possible until further notice. 

Will customer numbers be restricted? 

Yes, the space of our premises allows us to let 2 customers in per visit. Should their already be customers in the store on your arrival, you will kindly be asked to wait to enter within a sectioned area to practice social distancing and ensure maximum safety for all. 

Will appointments be available and when are these available to book?

Yes, we have updated our services and relaunched, with both face-to-face and virtual appointments now available (following Public Health England safety guidelines). Appointments are available during opening hours and can be booked via the telephone contact number or via email. You experience styling advice, from your preferred location. Please note, that light refreshments will be limited, when the government advices we can do so - this will be updated.  

What PPE will employees be expected to wear? 

Face covering masks are available to all of our team and are encouraged to wear these wherever possible. Social distancing rules will also be in place, as well as the wearing of masks. 

Will NHS and key worker staff have priority shopping?

To support our community, we will offer key workers priority to our stores, where possible, you will need to notify prior to your visit to ensure an allocated time is made for your visit. 

How will coronavirus affect delivery timeframes?

Our couriers are working extremely hard to keep business moving and we are not currently experiencing any delays. You can track your order using the link provided with your dispatch confirmation email. For delivery updates to your specific country, please check our delivery policy when ordering.

How are you managing returns and are you extending your returns policy?

Online returns are operating as usual and we are reviewing returns outside of our 14 day policy on a case by case basis. To process your return, see our Returns & Exchanges policy. Our Oxford team remain in store to process your returns.

I have a faulty item, what should I do?

Should your item be faulty or damaged. We will collect the item from you on a date and time suitable for you. We will refund you the original purchase price amount on receipt of your order. In some cases, we may offer a replacement in accordance with the manufacturer’s guarantee.

When can I expect my refund?

Once your item has been received, the refund payment will be processed. This typically takes up to 7 days to be refunded. Our team are working hard to process within a few days during this time.

How can I complete my VAT returns form?

You can contact our customer services team who can process this for you. Please call +44 (0) 844 3356323.

How will you ensure the safety of your team members in the delivery and customer services team?

This is our number one priority. We have stepped up measures to prevent the spread of coronavirus following Public Health Engalnd and the UK government advice. Employees across our delivery dispatch team and store are expected to follow social distancing guidance. Team shift patterns have also been changed in order to enable this to be respected with most of our members working from home. Deep cleaning takes place throughout the day, with hand wash and sanitiser readily available throughout all locations. 

I have a question / enquiry – what should I do?

Please refer to the FAQ in the first instance, or your confirmation emails as you may find your answer there a little faster. You can also reach us by calling our customer services team during opening hours. You can also email us at ann@oliviamay.org We are responding to all emails within 24 hours.

How do I reactivate my account?

For current customers, this is as simple as logging back in. You will need to remember your original password. If you do not know it then you will need to reset your password before being able to reactivate your account with us. Once logged in you can shop immediately using any of the new features and check you account details.

Why do I need a new password?

Olivia May operates under the knowledge that a change of password ensures a higher level of security on your account and keeps your data secure. If your password is changed regularly, it ensures that anyone who has unauthorised access to your account cannot maintain it for long. We will never ask for a password on your account and advise passwords are not shared to any other user than the registered email address holder. Should you need further support, we are able to send you a password reset link.

Will I be able to see previous orders?

Any purchases made via the old platform will not show on your account. Don't worry, we have these archived on our system. As soon as you begin to make purchases on the new website you will see all your order details in My Account. 

How do I shop at Olivia May?

There are several ways to shop at Olivia May. You can explore bi-weekly homepage features, stylist picks or outfits or visit the new navigation bar found at the top of the page. Simply select the left-hand-menu to filter the menu, then click on the tick box to select the relevant categories and collections such as Designer, Tops. Within each selection - you may further refine your search by multi-selecting the tick boxes. 

If you are looking for a particular item, you can use the search box by Description, Designer, Colour, Category or Style.

Once you've made a selection, choose your size and click on Add To Cart. Once you are ready to complete a purchase, visit your shopping bag at the top right-hand corner and click Checkout to begin the checkout process. 

How do I place an order? 

Depending on stock availability and shipping address, online purchases can be made either through OliviaMay.org, through a personal shopper experience in-store or via our stylists telephone order at the Oxford Boutique and Cheshire Showroom. 

Can I cancel or modify my order? 

Should you wish to cancel or modify your order in any way, please notify us via email at ann@oliviamay.org at your earliest convenience. We make every effort to accommodate your request, any orders which have already been dispatched cannot be guaranteed that the purchase can be cancelled. If you have reviewed your order and need to return it please refer to the return instructions included with your shipment. Once we receive your returned item, we will process a refund or an exchange as requested. 

How do I return an item?

We offer a 14 day returns policy (this does include Sat & Sun, excluding Bank Holidays) on all online orders from the date the order is received. To return your order - you can return your parcel with goods by a Signed For Special Delivery or alternative tracked service within 14 days of taking delivery of your goods.  Please note that Olivia May do not accept returns for any jewellery purchased. This is due to health and hygiene reasons.  All returns must be in the original condition, unworn and saleable with the original swing tags in place.

We advise your return be sent via a secure postal method to ensure the item can be tracked to us. We advise you mark your returning goods as 'Return Merchandise' if outside the UK - as this assists in its quick journey back to us. This also enables us to locate your account and process your return quickly. Please include your packing slip or invoice & reason for return within the parcel. Our returns address is Olivia May Ltd, 31 Little Clarendon Street, Oxford, OX1 2HU, UK.

How long does it take for my refund to be processed?

You will be sent a verification email once your return has been received and the refund payment has been processed. Credit will be issued as soon as the goods are received back in-store. We do our upmost to ensure all refunds are processed within 48 hours of being received - this may vary during busy periods. 

Returns remain your responsibility until they arrive in our store. Should garments be received after the 14 day period, a credit note will be offered. This period is extended by agreement for those returning goods from outside the EEC. In addition International returns (e.g. from USA and Canada) must have a completed Customs Declaration adhered to the outside of the package.  Goods that have been damaged whilst in your care will not be accepted. 

We do our upmost to ensure all refunds are processed within 48 hours of being received - this may vary during busy periods. 

What should I do if there is a problem with my order?

We quality-check all our pieces are of the highest standard before leaving the premises. On the rare occasion your item is faulty, damaged or incorrect please contact us at the earliest convenience to notify us of the problem. You can do this via email: ann@oliviamay.org or through the Report a Problem section on our website. On occasion, we may offer collection of the item FREE of charge on a date an time suitable for you. 

Any product with a manufacturing fault will be replaced in accordance with the manufacturer’s guarantee on a like for like basis only. No credit will be given and no alternative product will be supplied.

We reserve the right to reject any "faulty" product if we consider the complaint to be unreasonable, unjustified, or of the customer's negligence or making.

I haven't had my order?

Our parcels are couriered out using Parcelforce, DPD and occasionally Royal Mail services. You will be notified about the time of delivery with a date/time. For any reason, should you not receive your notification or order please contact us at email: ann@oliviamay.org or contact us on the telephone numbers below and we will be able to assist you. 

Should you have missed your delivery / or not been in - please follow the relevant instructions given by the courier to arrange a redelivery or collection of your item from a local post office. In circumstances, you may select to leave in a safe location (at your discretion), at a local post office or deliver to a neighbour.

How do I contact you?

Should you have any further enquiries on the above you can email us anytime at email: ann@oliviamayorg. All email queries are answered within 24 hours of receipt. Alternatively, you may contact us via telephone on the below numbers. 

Customer Service & General Enquiries - (Mon-Fri 9am-5pm) Tel: +44 (0) 1829 751600
Styling Enquiries (Saturday 10am-5.30pm) Tel: +44 (0) 844 3356323

Please also see our Delivery / Returns Policy, Privacy (GDPR) Policy, Cookies Policy and Terms & Conditions pages for more info on Olivia May Corporate Information.

We would once again like to thank you, our Olivia May friends and family, for your ongoing support and wish you well during these times.

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